Results-Focused Leader Committed to Optimizing Customer-Facing & Internal-Facing Support Initiatives

Dynamic Senior Support Escalation Engineer who xxxxxxkes sound decisions to continually reflect positively on multi-site technical initiatives and seamlessly align with an employer s strategic vision, value, and goals. Top Performer who offers solutions-centric critical thinking for insightful, change-oriented results while xxxxxxintaining cutting-edge technical skills and up-to-date industry trends awareness. Out-of-the-Box Thinker who rises above product challenges to achieve winning outcomes, including quickly adapting to evolving IT / operational scenarios and promptly resolving high-level escalated concerns. Excellent Communicator who develops synergistic relationships with cross-geographical decision-xxxxxxkers, IT / operational teams, stakeholders, and customers / end users of diverse cultural, ethnic, and socioeconomic backgrounds, and who leads multidisciplinary peers by example and with ethics and integrity.

Microsoft Corporation, Burlington, XXXXXX ￨ Beverly, XXXXXX ￨ Cambridge, XXXXXX ￨ Redmond, WA

(2000 2017)

Senior Support Escalation Engineer Beta OneDrive for Business (2014 2017)

Capitalized on the opportunity to lead forward-thinking support escalation initiatives, including building strong relationships among internal users to resolve technically complex issues related to pre-release and release software. Resolved politically charged challenges at the executive-level requiring superior communications and interpersonal relations talents. Collaborated among team members and frontline engineers on escalated external customer issues, and troubleshot problems through to resolution for an enhanced and quality-centric product release. Liaised among multiple product groups to identify new bugs and trending issues discovered in released products. Xxxxxxnaged and resolved high-volume end user tickets.

Key Accomplishments

  Seamlessly Beta-tested versions of OneDrive for Business for bugs prior to release.

  Created support documentation to assist stakeholders with new or updated products.

  Expertly tested new updates and pre-release candidates using trending use-case scenarios.

  Developed and delivered multiple, global trainings on troubleshooting OneDrive for Business.

Senior Support Escalation Engineer InfoPath OneDrive for Business Groove (2006 2014)

Strategically steered Tier 2 and Tier 3 customer-facing support for high-level products, including Groove, SharePoint Workspace, InfoPath 2003 InfoPath 2013 and OneDrive for Business. Expertly owned technically complex, escalated customer issues for Microsoft products, including leading weekly support team triages to assist companywide support engineers in troubleshooting product-related issues. Built and sustained solid customer relationships regarding escalated technical challenges while demonstrating high levels of communication, and proactively worked with team members to rapidly resolve problems.

Key Accomplishments

  Created internal technical training for dynamic new products.

  Developed technical content for internal / external user consumption.

  Attended product group triage as a customer advocate for issues raised as bugs.

  Successfully trained new support engineers on product troubleshooting during ramp-up.

  Led multiple critical situations in technically challenging and politically intense environments.

  Served as SME for multiple teams providing collaborative support on how to debug products.

  Created training documentation, knowledge base articles, and customer-facing documentation.

Microsoft Corporation, Burlington, XXXXXX ￨ Beverly, XXXXXX ￨ Cambridge, XXXXXX ￨ Redmond, WA

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Live Site Support (2001 2006)

Utilized broad scope of industry knowledge toward directing troubleshooting and resolution of live site-related issues raised by content teams across multiple high-visibility MSN sites. Deployed new site projects into multiple development and test environments to validate deployment steps for production release, and troubleshot issues within those specific environments. Validated build instructions for new site projects while building into dev and test environments, and worked with devs to fix issues as necessary.

Key Accomplishments

  Xxxxxxnaged content teams content xxxxxxnagement systems.

  Successfully trained and mentored new support team members.

  Personally xxxxxxintained servers for both development and test environments.

  Efficiently xxxxxxnaged development and test environments for developers and testers.

Website Tester (2000 2001)

Played a vital role in testing new content releases and website updates for multiple sites across a browser and OS xxxxxxtrix, including building out and xxxxxxintaining a new testing environment for test team for enhanced coverage. Directed test xxxxxxchine configurations for the test team, including backups, software updates, and new deployments to align with project-specific objectives.

Key Accomplishments

  Introduced test team to use and adoption of SharePoint for enhanced communications.

  Successfully built out team sites for each of the content teams and new ones later developed.

Renton Technical College

Associate s Degree in Computer Science

Linux Professional Institute (LPI)

Linux Essentials Certification

OneDrive for Business ￨ Fiddler ￨ XML ￨ CSS ￨ HTML ￨ Computer Hardware

Windows 7 / 8 / 10 ￨ Linux (RedHat, CentOS7) ￨ iOS ￨ Xxxxxxc OS ￨ Android ￨ Windows Phone

SharePoint 2003 2016 ￨ SharePoint Online / Office 365 ￨ SharePoint / Office 365 Administration

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) ￨ OneNote ￨ Skype ￨ InfoPath 2003 2013

Excellent Professional References Provided Upon Request