Diana Hernandez

Experience

• 

  Unisys

  Jan 1998 - Jul 2002

  System Analyst

  Provide customer support to Microsoft technical issues and problems, troubleshooting, analysis and evaluation of user requirements by coordinating with the user to define the problem. Research and report requirements and system design problems to ensure highest level of customer satisfaction. Define systems objectives and prepare system design specifications to meet end-user requirements, including multi-product and/or multi-platform environments. Define system implementation plans, including user training and orientation. Provide technical training, work leadership, and triages. Perform escalation engineer duties. Support activities include: Fault analysis, fault qualification and fault resolution. Show less

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  Volt

  Apr 2003 - Mar 2005

  Support Engineer
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  Dell

  Apr 2005 - Dec 2006

  Storage Analyst
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  Microsoft

  Feb 2007 - now

  I manage two outsourcing operations providing technical support for Microsoft on premise (Windows, Exchange, Lync, System Center Suit, SQL, Dev and Tools, SharePoint, Office) and cloud products (Office 365 Exchange Online, Skype for Business, Office Pro Plus and SharePoint online), leading a group of highly skilled Partner Technical Advisors Microsoft full time employees, who work at an Sr. Support Escalation Engineers capacity, with depth of expertise in the product workloads, transferring knowledge and focusing on all the operational day-to-day to help our supplier to deliver a world-class experience to our customers in LATAM. Out team makes a difference for the proximity they maintain with the supplier's operation, strong focus on deep expertise and on strong cross group and cross-organization collaboration always aiming to achieve an experience that is near perfection. I work on a Service Delivery Manager capacity working closely with our supplier team with more than 180 team members and with Microsoft internal escalation teams.As a customer advocate and leader, I strive to deliver high business impact in the cloud and on-premise space adopting the Microsoft mission and deliver great customer and partner experiences thought the work of the outsource business and the team of Technical Advisors I lead. As agent of change I have been bringing operational expertise to our Frontline operation, making front line great and delivered proven go-green plans to take the operation up to cloud speed delivering CPE results surpassing targets. I participate in the forecasting cycles as required, adopting global initiatives such as backlog reduction, case age’s reviews, labor approval, days to solution reduction looking for opportunities to solve customer issues faster. Show less Responsible for O365 Commerce (Billing and Subscription) Operation. Accountable for ensuring Latin America Office 365 customers obtain the highest quality of customer service within the most efficient and cost-effective manner. Define, execute and evangelize operational standards, processes, and practices to external vendor teams, and identify/drive technical improvements to the services and processes that materially improve the quality of the services while decreasing operational costs. Partnership with internal Service Delivery organizations to drive higher customer satisfaction to customers in Latin America. Show less

  • Director Support Eng Manager

    Jan 2023 - now

  • Support Eng Manager

    Aug 2016 - Jan 2023

  • Service Delivery Manager and People Manager

    Jul 2013 - Jul 2016

  • Service Delivery Manager

    Jan 2013 - Jun 2013

  • Technical Support Lead

    Jul 2008 - Dec 2012

  • Support Escalation Engineer

    Feb 2007 - Jun 2008