TeamLogic IT of Seattle, WA provides IT service, support, project consultation, and business account management. Our local office provides clients with the following services, delivered by highly skilled technicians with personalized service:• Managed IT Services• Email Management• Networking Services• Backup & Recovery• Cloud• Mobility• Business Continuity• VoIP Phone Systems• Cybersecurity• Hardware & Software• Relocation Services• Project ConsultationWe also offer risk assessments to ensure your business is ready and compliant.• Network • Cloud Readiness• Cybersecurity• Wireless• HIPAA• Compliance Review

In this position, I helped transform Microsoft's support services. I led virtual cross-functional teams of stakeholders and project and application managers to deploy and integrate successful change. AccomplishmentsImproved support experience for Microsoft's largest enterprise customers (Connected Support Delivery)I was the senior project manager for this 18-month, $5M budget, 20+-member team effort created new training materials used to transform support services, with special emphasis on major enterprise customers.• Managed the entire project from kickoff to adoption.• Developed program charter, designed new role, and obtained approval from key stakeholders. • Prepared project plan and monitored project timeline, with all milestones achieved on schedule and under budget.• Outcome: Training material was presented to and adopted by key stakeholders on schedule and under budget. Once approved, handed off to the business for use in future new employee training sessionsTransition product support from a transactional model to a customer-centric model for the largest enterprise customers (Customer Experience Delivery)Business Project Managed for a two-year, $5M budget, 25-member team effort to improve customer quality; the project was completed under budget and within the stated timeline, and the processes transitioned to the business practices.• Managed full project life cycle, from initiation to closing.• Conducted kickoff meetings, set expectations for all stakeholders involved, managed task execution, measured project performance, and obtained stakeholder feedback to evaluate their satisfaction. • Provided training delivery to management.• Outcome: Two new support models were introduced and integrated into the Microsoft Process standards; the First Quality Response process generated a 25% improvement in customer quality scores, and the new swarm process resulted in sharing of knowledge between product teams and support groups.

I owned and managed engagement and administration for global cloud services release readiness processes, through partnerships with regional stakeholders, business groups, and product teamsAccomplishments● Created and disbursed easily available tool content for respective support stakeholders.● Developed and implemented project management methodologies to drive effective, predictable, repeatable, and scalable Agile release processes.● Outcome: Reduced days to support new releases and measurably increased cloud portfolio customer satisfaction.

• In this position I led a team of engineers engaging product teams and orchestrating support for beta-test programs across the entire Microsoft developer portfolioAccomplishments● Developed beta customer processes to liaise with subject matter experts and discuss proofs of concept before production deployments.● Created a beta-test benefit portfolio to evangelize the value proposition of successful beta-test participation.● Facilitated and delivered beta feedback to senior product group stakeholders.Outcomes: Post-release troubleshooting significantly minimized with the optimized allocation of support resources during deployment; beta-test improvements adopted that increased quality and customer launch experiences

• Facilitated direct report relationships with Washington-based escalation engineers as a combined • Improved career planning and professional development for the escalation staff.• Collaborated with business leads and senior managers to drive group business results.

Leveraged existing supportability process across different Internet technologies to drive consistent product feedback across the organization and used this data to feed quarterly business reviews. As the process matured began working driving accountability with product teams as well as introducing return on investment analysis as a way of prioritizing supportability fixes. Managed the quality and timeline of support asks, including a breadth of content solutions. Worked with global counterparts to include global feedback as well as incorporating global business results and accountability into business review.

• Leveraged existing supportability processes across different Internet technologies to drive consistent product feedback and feed quarterly business reviews.• Improved product team accountability.• Introduced ROI analyses to better prioritize supportability fixes.• Controlled support ask quality and timelines, including a suite of content solutions.• Partnered with global peers to integrate global feedback and results into business reviews.

Worked on the Microsoft Active Server Pages and Visual Interdev Scripting team supporting Visual Studio 1.0 and 6.0. Assisted Microsoft customers developing intranet and internet applications using ASP. Supported Database connectivity with Visual Studio using ADO against both Microsoft database products (SQL 6.0/7.0, Access) as well as non Microsoft products.; included New Hire and Training coordinator, Queue Supervisor, and played pivotal role on the hiring team interviewing full time and contingent applicants. Worked with new hires in a mentor role to acclimate them to Microsoft culture and ramped them up quickly with tools training.

Worked as a developer in the Application Methods Internet group. Duties included requirement definition and project planning, time estimates for project bids, and project management for development projects. Projects ranged from commercial web sites with Netscape's Live Payment using Livewire and Java to create server-side objects for Internet commerce. Visited client sites for software implementation, testing, and client relatiionships.