Shelly Morris Email and Phone Number

Joined Gaming Privacy team during an Xbox Operations re-organization, requiring rapid ramp-up on technical, operational, and regulatory details. Acquired CIPT certification to oversee Privacy within Xbox Operations (XPS) and Endpoints (GXP).• Managed the Champs program - a network of privacy advocates across disciplines and teams in all of Gaming which includes education, quarterly conferences, recruitment, and listening.• Provided Privacy reviews and consultations for Xbox Operations and Endpoints, ensuring teams were Privacy aware/compliant from ideation through launch.• Managed Incident Response compliance program for all of Gaming.• Worked with all Gaming areas to improve the accuracy and narrative for our Privacy Statement and online content.

Worked internally and across the gaming industry to support and create opportunities for women, non-binary and underrepresented people. Listened to understand the needs of people within these communities as well as ally communities and balanced with the needs of the business and leadership, translating those needs into concrete, achievable action. • Planned, managed, and hosted GDC’s Women in Gaming events which includes budget, speakers, feedback, and venue for up to 800 industry wide attendees. Extended relationships to 7 gaming industry partners in 2019 for a joint event that is continuing for 2021.• Planned, managed, and hosted Girl Geek Dinners in 2016 and 2017 to create a networking and recruiting space for women to explore careers in Xbox.• Created and managed Perspective Rooms following the “In Need of Assistance” thread, providing a supportive space for women to share their stories in gaming, and translate those stories to LT feedback.• Increased WiG’s ability to listen and leverage feedback by recruiting advisors from Gaming verticals to better understand their organization’s needs, and what programs may be applicable.• Managed budget, communications, and operational cadence for WiG.

Owned and managed all policy and documentation efforts for Certification. Managed Xfest coordination for the team. Worked with certification vendors on process and quality.

Ensured positive experience for Xbox customers verifying that Xbox products were built and released with support in mind, understanding pain points gaming customers were likely to experience and working with product and business teams to address them prior to release or creating mitigation plans using CSS, community and external tools or programs. Liaised, cross-functionally with engineering and product teams, business stakeholders, contact centers and external partners. • Successfully launched Xbox One in China which required work with the International Xbox Team to understand and implement the differences between a standard launch and a government sanctioned launch.• Managed the support strategy for third party game launches, including the relationships with 3PP account management and support teams to successfully launch and support those titles.• Managed support for the OneStore integration into Xbox One, working with both the Windows, Store and Xbox teams to ensure a reliable and easy customer experience.

The core role of an SPM in Windows was like Xbox, but in what was then a more decentralized and political environment. Success within Windows SPM: understanding products and customers; the needs, workstyles and competing agendas of partners and teams. Oversaw consumer Windows security feature development.• Gained and reciprocated genuine trust and respect with partners in order to influence product and business plans. Led consumer Internet Explorer supportability, bringing product team into collaborative relationship with team within first three months. • Developed relationship for consumer Skype support through travel to Tallinn, Estonia, partnering while addressing political differences.

Responsible for the IT systems and technologies required for Microsoft's call centers to integrate and support Microsoft customers. These systems include networking & telecom solutions as well as deployed tools and desktops.

Created content property documentation plans for a new version 1 security product, Microsoft Client Protection. Worked closely with developers, program managers, and editors to develop product documentation that meets the needs of our IT Professional customers.My writing responsibilities included creating conceptual, procedural, and best practices material.Managed long and short term projects including writing projects, process projects and other product and customer focused projects

Managed complex, mission critical escalations from all customer segments.Traveled to Europe to help build a relationship between the corporate team and several of the local teams overseas. Created process flows for the teams in the European regions to combine the process of the subsidiaries and corporate.Worked with management to decide on a Knowledge Solution program, created and provided training for team members. Acted as the corporate escalation point for all Partner Experience Center (PEC) issues from the local subsidiaries. Acted as a main point of contact to bring the Infodesk function into Response Management. This included process creation and documentation, a pilot, training and streamlining the process.I was an escalation point for top issues, hot issues, and other problems with internal contacts. I completed formal quality checks every other week for team members.

Provide monitoring, repair, and on-the-fly engineering support in the Global Network Operations Center (GNOC). The Microsoft network is a global multi-protocol network that uses state of the art routing and switching equipment plus older legacy systems and touches over 250 sites worldwide. Duties include monitoring and reacting to network alarms: perform initial investigations, problem segmentation and repair. Enter logs and manage ticket queue, insure tools are up to date reporting accurate severe problems, answer GNOC telephone and mail. Employ network diagnostic tools such as router and switch commands to diagnose and repair network faults. Execute shift turnover procedures per departmental guidelines. Work on special projects including Six Sigma work.

Responsible for the monitoring/ticketing, troubleshooting, and resolution of all servers and installed core technology deployed within ITG-supported data centers globally. Handle all issues that are escalated by associate operation teams (Helpdesk, GNOC, etc.) and determines if the issue can be resolved within the team or requires dispatch to field technicians, or escalation to the next support tier. Track problems according to standards and escalates as appropriate. Monitor individual progress towards service level agreements under close supervision. Exercise good judgment within generally defined practices and policies when determining the appropriate solutions. Effectively communicate technical and business problems in a non-technical manner. Promote proactive and cooperative relationships with other operations analysts, technicians, infrastructure system managers, as well as ITG managers and other teams. Accountable to technical Lead, global mid and high level managers, as well as the ITG data center clients.

Project 1- Database testing Project 2-Worked remotely in Midland, MI and Plaquemine, LA heading up a Phase I project including supervision of a team of 8 people and the set up and implementation of new procedures.Project 3-Project Management of several projects, including scanning of documents, re-formatting and endorsing images to be put into legal databases, quality control, and implementation and upkeep of highly confidential legal documention website.

Contracted for Microsoft Corporation through Kelly Services as a Recruiting Coordinator. Duties include all aspects of bringing in candidates for job opportunities with Microsoft Corporation. This consists of contacting candidate, scheduling travel and setting up times with interviewing groups and hiring managers. I worked mainly with the Windows 2000 teams. I also was in charge of special projects including database updates and intern projects.

Installed application and company specific software, along with setup of workstations in an NT environment. Established new users and configured printers on an NT server. Responsible for hardware upgrades including memory, hard drives, and network cards. Participated in various research & development projects and gave presentations on data/voice communications and computer workstation solutions. Training and troubleshooting in the Windows 95/98 environment

Assisted in the design, development and implementation of a new electronic classroom. Pulled, terminated, and certified Category 5 wiring for 100-megabit transmission speeds. Configured and installed NT Servers and associated NT workstations in a computer-training laboratory. This facility was designed to be a showcase within the central California valley to use technology for training educators and administrators.