William Irvin Email and Phone Number

• Team manager for five different teams and main point of contact for escalated incident reports received from clients which are escalated beyond our second tier of support.• Define and manage clear goals, key performance indicators, and success metrics for product development, delivery, quality, and releases.• Translate complex technical information into clear, comprehensible content for both technical and non-technical users.• Provide ongoing support to clients, addressing technical inquiries, troubleshooting issues, ensuring client satisfaction.• Manage multiple client projects concurrently, ensuring they are completed on time and within budget.

• Team lead and main point of contact for incident reports received from clients which are escalated beyond our second tier of support.• Schedule and lead project calls to maintain documentation of business and technical decisions that are made to address incidents as a collective.• Continue to streamline and implement the end-user escalation processes from Account Management and Product Support to the Operations team.• Interface with Systems Engineers, Database Administrators, Product Managers, Software Engineers, Account Managers, and Product Support Specialists across multiple functional groups and products to identify recurring issues.• Independently build and present the short and long-term plans from the time of immediate triage internally and externally with the client.• Proactively monitor data to understand trends in performance against the middle tier and database tier of the application and use the information to prioritize open and new issues.• Manage expectations around software capabilities. Educate customers and internal users on the limitations and implications of how hardware configuration impacts software performance.

Project Management: Effectively established and managed goals, core milestone metrics, and vision for our internal price tool. 100% adherence to cost and deadline metrics (all budgets brought in on time and on budget). Scrum Master/Sofware Development: Defined the cadence of deployment, managed the backlog, and created 6 month roadmap for visibility. Subject Matter Expert: Very quickly ramped up on comparable technologies to create a tool that is being used by business and sales. Contributing to the overall sales of Azure Cloud platform. Client Engagement Leadership: Created and launched automated customer survey to identify and evaluate overall strengths and weaknesses KPI Development: Enriched process of setting S.M.A.R.T. objectives and utilizing KPI’s to track performance, resulting in greater focus on customer’s needs and more effective time management.

• Customer-Centric Feedback Architecture: Designed the information architecture end-to-end for Windows Server team telemetry that group used to drive business decisions on needs and usage creating a value add to Windows Server that received excellent customer feedback.• Process Leadership: Defined and established the Agile process that could be used by all our Enterprise Cloud Group teams and drove adoption throughout the ECG organization. • Scrum Master | Collaboration: As a Scrum master for several teams, built an environment that created a powerful collaboration among PM, Dev, and Test to ensure a quick and efficient turnaround on new features and products.• Program Management: As a Release manager for Operations Management Suite supporting the org and mission critical services, managed clear communications throughout the organization on release dates, risks, and current critical issues. Managed and mitigated risks associated accessibility deadlines and project releases. • Big Data | Subject Matter Expert: Experience with Hadoop, MS Azure, HDInsight, Azure Data Factory, SQL Warehouse, Data Lake, Apache Solr, MS PowerBI.• Accessibility Compliance | Subject Matter Expert: Architected accessibility compliance program for entire Enterprise Cloud Group.• Emotional Intelligence | Collaboration: Known for positive, cheerful attitude, and creating an excellent team environment for collaboration.

• Automation | Virtualization: Designed SCCM lab environments and an automated test infrastructure using complex virtual environments that enabled testers to test environments with new builds at the touch of a button. Major labor savings benefit to team. • Process Leadership: Drove new engineering processes and metrics into areas where there were none previously. Saved 5 hours per tester for each build, enabled testers to test large complex SCCM environments.• Project Management: Effectively established and managed goals and core milestone metrics for our internal testing tools. 100% adherence to cost and deadline metrics (all budgets brought in on time and on budget). • Vendor Management: Managed, hired, and ran a team of 10 vendors/team for our SCCM operations automated test infrastructure.• Business Unit Collaboration: Developed and maintained several multi-org dogfood environments for a billion-dollar product.• Testing Management: Tested mobile devices and mobile device management on all mobile platforms and OS’s. Eventually managed teams of up to 12 testers. • Top Tier Performance: Top priority one (P1) bug finder in SCCM org several years in a row.

• Process Management: Managed process of creating, planning, implementing, and deploying System Center Operations Manager 2007. • Technical Troubleshooting | Process Architecture: Designed a trouble ticket system for all automation problems creating a proactive troubleshooting method that resulted in less trouble tickets from the end users. • Technical Program Management: Technical Project Manager for consolidation and reorganization of lab environment. • Technical Documentation | User Support: Created Technical Documents and Wiki help site for beginning users of the automated software. • Cross-functional Collaboration: Collaborated closely with several teams to ensure a consistent and reliable environment for test passes.

• Enterprise Project Management (Enterprise-Wide CRM Upgrade): Project Manager for CRM upgrade (Microsoft Dynamics) from 1.2 to 3.0 for entire company. Key member of 50-person program group. • Process Automation | Efficiency: Created software training environment with Virtual Machines saving time and creating uniformity on training computers. • Virtualization: Created Virtual software development labs for software devs.• Procurement: Managed and procured VOIP and video conferencing equipment to communicate with our team in India.• Technical Troubleshooting | Support: Supported sales and software team members with technical issues both in house and in the field.