Emma Mou

Experience

• 

  Microsoft

  Sept 2006 - now

  Microsoft CSS primary relationship manager for multiple internationalservice delivery partners with a total annual investment of over $100M. Accountable for the execution of the Microsoft outsourcing strategy through the management of multi-million dollars investment per year. A SSM works closely to CSS delivery divisions driving strategies in support of business development and run execution (contractual, performance, conflict resolution), articulating the conversation with all other resources and services needed . An SSM interact with stakeholders across lines of business, geographies, enabling desired customer experiences and business outcomes. Show less Technical advisor of a direct customer facing technical support team. Maintain a technical leadership on the set of Microsoft products and services supported by the team. Ensure team is updated to the latest technical knowledge and business change. Drive cross-team collaboration in complicated technical troubleshooting scenarios & political/process negotiation. Handle customer support escalation/complain scenarios. Provide solution level consultant service to pre-sales team and the customers. Assists manager in team daily operation. Success through making others’ success. Microsoft products covered : Windows Azure Platform, Application development on Windows Azure Platform. .Net Framework . Show less Direct customer facing technical support professional , covering Microsoft Dev tools (Visual Studio and Team Foundation Server) and languages (VB.Net. C#, Asp.Net) . Serving global customers in English & Mandarin through phone and Email. Be the escalation point for complicated technical investigation scenarios. Solve customer critical technical issues with in-depth and comprehensive master of Microsoft dev tools & language knowledge. Regularly interact with product teams for bug check and product improvement conversations. Drive team technical readiness by knowledge sharing and peer mentoring. Show less

  • Support Supplier Manager

    Jan 2019 - now

  • SR. Service Delivery Manager

    Oct 2015 - Jan 2019

  • Technical Advisor

    Sept 2012 - Oct 2015

  • Support Escalation Engineer

    Feb 2012 - Sept 2012

  • Technical Support Engineer

    Sept 2006 - Feb 2012