Steven Ham Email & Phone Number

Redmond, Washington, Us

Leading programs for Microsoft Customer Service and Support

Seattle, Wa, Us

• Manage 35 people across five teams to drive and run support CX, change management, launch operations, integrations, PMO, business intelligence, data science, service engagement, and support operations programs.• Launched AWS Support Automation Workflows (scripts) as a Premium Support product in 2022.• Launched internal tools for AWS CS and support engineering operations teams.• Improved CSAT for customer service and support engineering businesses.• Led AWS service team improvements: break-fix ratio, time to first response, and service case ratio improved for tier 1 services.• Led support ops performance improvements: time to resolve, time to first response, max-ticket-age, and reopen %.• Created a CX Pareto dashboard with weekly continuous improvement mechanism.• Owned customer self-service articles, YouTube channel, and Twitch stream product launch.• Launched expanded AWS support survey in 2022 with an increase in respondents.• Lead inclusion, diversity, and equity efforts as IDE ambassador for central support teams.

Seattle, Wa, Us

• Technical product lead and CX owner for Amazon IT Services, with team of 20+ people.• Led development of product visions, roadmaps, UX design, and customer journey mapping.• Designed and built an IT support internal site with AI Chatbot and curated content for Amazon staff to self-service issues. • Established user research capability to help end-user technologies meet workforce needs.• Led mobile authentication for Amazon staff with a one-time password per device/app combo.

Independence, Ohio, Us

• Established Salesforce technology strategy using cloud and automation to improve scalability, efficiency, and profit margin.

Sydney, Nsw, Au

• Built testing center, meeting quality and test coverage goals and achieving $XM in savings.• Managed 100 staff members across eight teams and three countries.• Assessed capabilities against industry best practices and maturity models to build infrastructure, processes, and policies.• Transitioned security testing from a simple penetration testing capability to a full cyber-security assurance service that applied security testing techniques across SDLC.• Authored standards for test tool architecture and testing definitions.• Negotiated a $XM annual reduction for global test tooling enterprise license agreement and grew services by 300% in 2.5 years. • Performed security and performance testing for SAP and digital applications for retail core banking upgrade and for HK application migrations to HP cloud service.

Sydney, Nsw, Au

• Directed 120+ people across 12 engineering and project management teams and 10 countries.• Led teams to maintain technical infrastructure, run failover tests, and manage upgrades across data centers, networking, storage, Windows/Unix/Linux, databases, email and messaging, and apps. • Managed organizational change to transition networks team to AT&T and storage team to EMC.• Reduced engineering services costs by $XM per year by training team to replace contractors.• Created workforce management framework for all engineers globally, established capacity planning processes, smoothed demand profile, and drove greater efficiencies from existing capacity.

Sydney, Nsw, Au

• Managed a six-member engineering product development team to build dashboards and client application tools, and mentored junior program managers.• Developed engineering and operating model for first virtual platform capability on VMWare.• Created eCommerce security, including intrusion prevention and vulnerability scanning for auditors.• Owned all technology for Sydney premises, including data center physical systems, networking, storage, servers, and databases; 32 floors successfully decommissioned three months early.• Updated and ran a global operating model change program for a 500-person organization.• Led Kepner-Fourie Problem Facilitation practice across business and technology teams.

Sydney, Nsw, Au

• Drove upgrades of IRESS market data, Australian Stock Exchange trading, and Broker back-end clearing systems.• Reviewed market data system contracts to find gaps, led renegotiations, and saved $XM per year.• Averaged 30 concurrent projects of varying size and complexity, and provided design authority on business system solutions.

Au

• Oversaw a 10-member team of SDEs, DBA, and publishers to build and maintain eCommerce sites for retail investors and portfolio managers, adding several new high-net-worth clients.• Applied user-centered design agile SDLC; improved engagement, CX, and release velocity. • Automated defect management and feature release, reducing risk and improved cost and time to market.

Master Of Science - Ms, Computer Science

Bachelor Of Science - Bs, Aeronautical Engineering