Tommy Ramsey Email and Phone Number

My first major release was to PM the launch of the Connected Support Delivery Model (CSD) for Microsoft's Global Top Strategic 500 Customers. I was responsible for developing and onboarding a new function within Microsoft's Support ecosystem, the CAM or Customer Aligned Manager. We aligned CAMs to Microsoft's top global strategic accounts to ensure that these customers were provided with world-class customer support. This program has matured and is now a core function of a new team reporting directly to the VP of Customer Support. My next major release was building out Global Vendor Delivery Centers for Cloud Solution Architects. Our task was to successfully launch a remote delivery capacity for driving Customer Cloud Solutions, initially funded for 100 outsourced resources and 10 full time employees, we have since grown to 700+ outsourced resources and over 350 full time employees. Proving we can provide the highest level of Cloud Architecture Support in a Hybrid approach leveraging Outsourced resources and Full Time Employees. My current Program is a portfolio of work titled Delivery Partner Excellence (DPX). As the industry trends towards leveraging more delivery partners, we had a clear opportunity to improve the policies, processes, and culture relating to working with DPs. Partnering with Worldwide Leaders and GMs throughout the business, I set up 8 unique workstreams all geared at improving the DP experience - workstreams include: Engagement Model, Communications, Technical Enablement, Data and Reporting, Workforce Management and Contracts, Learning and Development, and Roles and Responsibilities. These workstreams have delivered incredible impact over the first year, and we have just prioritized this program for another year to continue driving impact and improving the overall collaboration with DPs.

As a Business Program Manager – Site PM within CSS Location Management, I currently manage the location and culture strategy for 700+ Microsoft full time employees and vendor staff in the Puget Sound. With this role I am responsible for managing the employee experience across the CSS portfolio in Sammamish, Bellevue, and Redmond. In addition to this, I’m also the Campus Director for Sammamish – planning all culture and people initiatives for the 1,500+ employees across DSS, IT, and Marketing.My Responsibilities include:- Single advocate for each CSS site, overseeing both FTE/ Staff augmentation sites and outsourced supplier sites in the region.- Lead the Culture Ambassador Program and 20+ FTE Ambassadors in Puget Sound.- Define, document and implement site administration requirements and objectives.- Partner with on-site managers from Microsoft RE&F and global Security (GS) to ensure effective business operations for CSS team including facilities and office space management and business support operations, and compliance and adherence to local regulations & standards, insurance, and health & safety - Partner and support the CSS site leader (Denise Rundle - Worldwide support leader for Consumer, Advertiser, Partner, and Sales) for ensuring an active local culture & affiliation portfolio including local site events, social gatherings, people updates, off –sites and retreats, cultural integration/ onboarding of new hires & MACH hires (e.g. local buddy and mentorship programs), and LT onsite visits- Develop, monitor, and maintain a 'site administration scorecard' to support a fact-based measurement of site performance and capability to proactively identify emerging issues- Business continuity management, collaborating with RE&F, Security and delivery teams to ensure smooth transition of operations during local disruption and continuity situation

As a Business Program Manager with Global Escalation Services, I currently manage resource strategy for Consumer Tier 3 Support. With this role I was responsible for managing our near $20 million budget, along with our 275+ augmented vendor staff. The vendor contracts that I manage span US, England, Ireland, India, China, and Japan where I can ensure Microsoft support is available 24/7 for our customers in a follow the sun model. My Responsibilities:- Relationship Management: Single point of contact between Supplier companies and Microsoft- Vendor Management: Partner with Suppliers to drive business operations. Manage vendor productivity, timeliness, and supplier contract adherence. - Financial Management: Including weekly invoicing, approvals, and accruals. - Contract Negotiations: Successfully reduced our YOY budget by 18% in first RFP- Process Automation: Built SharePoint tools to empower all team leads to self-report vendor moves within their teams and automatically triggered required updates to all stakeholders (tracked 380+ moves within first year). - Power BI Reporting: Provided end to end view of all staffing and financial reporting via a self serve dashboard for all stakeholders.

As a Community Development Specialist it was my job to build a relationship between Microsoft and the community of Orlando. With this role it was my responsibility to develop and execute our engagement strategy. Not only did I have to manage the customer facing community, but I also had to manage the internal team culture for our store. I was critical in driving internal team-building events, morale off-sites, and large-scale people initiatives. My Responsibilities: - Relationship Management: I was consistently developing relationships with local non-profits, schools, small and mid-size businesses, as well as sponsoring large-scale events to drive Microsoft consumer engagement.- Drive Consumer Traffic: With my store hosting a beautiful community theater available to the public, I ensured our store beat utilization goals every quarter in role. By filling the theater I was driving traffic into the store which lead to sales, pre-orders, and future community attendance. - Champion Team Culture: With yearly people initiatives like the MS Poll, Give Campaign, and countless others it was my role to drive participation amongst entire team. Successfully drove over 1,000 volunteer hours in first Give campaign leading all stores in Eastern Markets.

In this role I was responsible for showcasing Microsoft products and services directly to our customers. In addition to sales, I took on a Community role building up our weekly gaming leagues to drive traffic into the store. The gaming leagues went from an average of 3-5 attendees per evening, to a consistent average of 45-50 attendees. This increase in traffic led to a significant increase in our pre-orders and gaming business along with massive sign-ups for our online gaming portal. I built out online gaming portal as a landing page for customers to learn more about our weekly events and larger scale product and game launches. Within the first year of maintaining our the gaming portal we had over 450 local gamers signed up. Shortly after I launched the Xbox One at this store, bringing in over 2,500 people, I was promoted into a Community Development Specialist Role.