Experience

• 

  Scc

  Mar 2009 - Oct 2013

  I've worked as a Service Desk Team Leader at SCC, offering support to British Waterways for the last three years. I managed a team of six agents and worked at various migrations like Windows 7 and Exchange 2010. My main focus is customer experience and exceeding their expectations.

  • Service Desk Team Leader

    Jan 2011 - Oct 2013

  • 2nd Line Analyst

    Mar 2009 - Jan 2011
• 

  Microsoft

  Nov 2013 - now

  Global Technical Leads are the community connectors, fostering global collaboration and mentoring/coaching delivery roles to enhance business KPIs. They act as a technical escalation point, driving process improvements, and troubleshooting efficiency.Some of my key responsibilities include:• Foster Technical Collaboration: Bring together worldwide delivery communities for several technologies (Security, Compliance, Identity, Exchange Online) to enhance collaboration and improve business KPIs.• Foster a Learning Culture and Enhance Employee Engagement: Promote collaboration and knowledge sharing across teams to foster a learning culture. Enhance employee engagement by organizing, participating in activities, and publishing content that encourages continuous learning and professional growth.• Technical Escalation Point: Act as a global technical escalation point for multiple technologies (Security, Compliance, Identity, Exchange Online). Own executive escalations and unblock complex and critical customer situations.• Process Improvement: Analyze top issue trends, provide insights to relevant stakeholders, and work together to systematically address recurring patterns. Leverage innovative approaches like prompt engineering to create resources that decrease support tickets' time to resolution.• Service Delivery Enhancements: Identify and drive improvements in global processes, tools, service delivery, and solutions to enable effective troubleshooting and save costs.• Stakeholder Collaboration: Serve as a key collaboration point across multiple stakeholder teams, including supportability and product teams, while proposing product improvements.• Mentoring and Knowledge Sharing: Provide ramp activities for junior engineers, including knowledge sharing, technical coaching, and mentoring. Show less

  • Microsoft 365 Global Technical Lead

    Jul 2023 - now

  • Technical Advisor

    Jan 2018 - now

  • Support Escalation Engineer

    Nov 2013 - Jan 2018