• Close collaboration with Trainers, datacenter operations leadership stakeholders, vendor management, internal/external customers, and L&D partners. • Correlating data from training and operations metrics to identify business needs and opportunities to improve learning-solutions development and deeper partnerships. • Close partnership with datacenter directors, regional managers, global operations program managers, and L&D partners across the regions. • Task-organizing my team to address specific training needs in support of global and regional initiatives. • Application of consistent thought leadership and distributed team dynamics to integrate existing and proposed learning solutions to meet emerging business needs across our lines-of-business. • Measuring and interpreting learning trends to determine regional team objectives and measuring results for prioritization of effort. • Drive solutions for operational risks, training gaps, and learning opportunities and communicate to stakeholders and business verticals. • Maintain my personal technical awareness of current procedures relative to the needs of my datacenter. • Promoting learning solutions for technology such as AI and component offerings to drive awareness, demand, and consumption across my region. Leverage multiple points of influence to target communication and awareness across junior and senior audiences. • Collaborating with and sharing global perspectives with regional leadership and Curriculum PMs and helping to drive effective Operational Training Programs across our datacenter fleet. • Learn, live, and coach the One Microsoft culture and values. Lead my group through change by bringing clarity, generating energy, and delivering success!

• Partnered with Datacenter Ops to collect ToT and OFR data, schedule extra training, and create a refresher plan, leading to a 71% increase in task completion while keeping the OFR rate around 28%.• Improved the Ready for Shift OKR by refining the DCT training plan, reducing the OKR by 8% and boosting technician support for site SLAs.• Aligned the AGC training program with commercial operations by collaborating with Curriculum Management, DC Operations, and security teams.• Created the first integrated Readiness Model by modifying training materials and processes, linking training levels with datacenter SLA performance.• Used data analysis to identify business needs and enhance learning solutions, offering insights to people managers for better scope and success.• Integrated learning solutions and built cross-functional relationships to adapt to evolving business needs, ensuring program accountability.• Led the JEDI Training Program from planning to execution, defining scope, schedules, roles, and milestones.• Developed and implemented a training platform for high-impact business devices, managing confidential guidelines and stakeholder updates.• Created a global tracking/reporting sheet for learner metrics, used for weekly progress reports to stakeholders.• Proposed and revised a cross-training program to improve performance and meet new datacenter goals, sharing the plan with local stakeholders.• Managed a quarterly project with four datacenter technicians, resulting in two promotions and reduced overtime through resource sharing.

• Influenced and coached a team of three without direct authority while collaborating with their managers for the JEDI/Air-Gapped Cloud Program.• Led the JEDI Training Program, managing project scope, schedules, stakeholder roles, responsibilities, and milestones.• Designed and executed a training platform for high-impact devices, adhering to confidential guidelines, and updated stakeholders.• Developed a global tracking/reporting sheet for learner metrics, used for weekly progress reports to stakeholders.• Revised and proposed a cross-training program to enhance performance and meet datacenter goals, managing a quarterly project with four technicians, leading to two promotions and reduced overtime.• Led the Learning Content Task Force, managing a global team to create and maintain datacenter curriculum, conducting weekly status calls and collaborating with Global Project Managers.• Developed and supported a datacenter training program with technicians and local stakeholders, creating opportunities for role exploration.• Enhanced learner participation by administering and tracking learning activities, providing resources, and monitoring progress.• Ensured learning activities met datacenter safety, security, and compliance standards for local and global sites.• Aligned training topics with technician needs and datacenter priorities, collaborating with the L&D team to evolve the training program.• Maintained technical proficiency across three job families to effectively assess and train technicians on daily operations and service level agreements.

o Evaluate employees to establish and design a combination of instructor-led and virtual course training curriculum specific to their individual needs and learning style by utilizing problem-solving for learning-logistics and ensured vital milestones were met in a timely manner.o Evaluate training program and materials ensuring they are current and reflect the company’s best practices for new and tenured employees by utilizing feedback from cross-team collaboration in quick response to training needs.o Empower an environment of safety, security, and compliance in all aspect of the datacenter.o Train newly hired individuals on all aspects of their role and best practices and procedures within a data center by conducting New Employee Orientation & New Hire Onboarding.o Mentor datacenter technicians on next steps for career improvement and knowledge.o Track and maintain all new process changes and deliver to the proper team via virtual training or classroom discussions by reviewing, improving and creating new process training material for our local datacenter or globally.

o Functioned as a planning and execution member on IT projects which included GDCO App, and new training plan initiative.o Participated/contributed to the planning and execution of tasks to ensure we met the expected milestones (Lockdown/Colo-Ready/RTG/RTW) by Serving as the liaison between the Site Services team and the DC Project Managers. This includes making sure my team was aware of any upcoming projects, modifications to existing projects, and any priorities set by the Project Managers.o Successfully led and motivated a team of up to 12 datacenter technicians across three sites by prioritizing and delegating tasks.o Functioned as a primary escalation point for the Core Services team and provided guidance or feedback accordingly.o Responsible for continuously prioritizing the work for the team, including adjusting workloads or technician assignments to ensure that the customer needs were best met and all sites maintained a minimum of 95% SLA on break/fix tasks.

o Managed a team of 3 datacenter technicians by prioritizing and delegating tasks, monitored team emails/work queues and ensure daily priorities were both set and met. Priorities included managing escalations, continuously prioritizing the work for the team, including adjusting workloads or technician assignments to ensure that the customer needs were best met.o Evaluated the performance of the techs on my shift and reported up to my Resource Managero Complete assigned Break/Fix, Deployment, and Audit & Regulatory Compliance tasks following established Runbook Standards and Procedures by established SLA(s).

o Complete assigned Break/Fix, Deployment, and Audit & Regulatory Compliance tasks following established Runbook Standards and Procedures by established SLA(s).o Monitor team emails/work queues and ensure daily priorities are both set and met.o Assign work as needed and ensure tasks are completed within the expected timeframeo Assist with escalations forwarded to my team