Allied across the Microsoft Education Telesales team to understand their client's business challenges, determine the necessary technology strategy and remove technical blockers to meet their licensing needs. Worked with Microsoft partners to drive revenue opportunities based on deep knowledge of Microsoft Solutions for the Education sector in North America(Modern Workplace, Business Applications, Data and BI, Apps and Infra).

Successfully managed a team of 14 support engineers working closely with a team manager to ensure the achievement of key performance indicators on a monthly basis for the Microsoft Azure subscription’s management support team. I conducted daily quality reviews, provided constructive feedback to enhance performance, developed strategies to address the team gaps, served as the point of contact for critical escalations, and monitored and balanced the workload effectively.

Provided exceptional support for Microsoft Azure users through service requests (Dynamics as ticketing system). I was entrusted with the responsibility of ensuring prompt resolution of customer’s issues while adhering to ticket Service Level Agreements (SLAs) for the Azure subscription’s management support team. Plus, I effectively collaborated with cross functional teams to achieve optimal case resolutions, providing regular updates to the customers until their concerns were fully addressed.