Tisha Davis, PMP

Experience

• 

  U.S. Army Reserve

  Jun 1984 - Jun 1994

  Drill Sergent/Staff Sergeant (E6)

  Drill Sergeant, 104th Training Division, D/1/3, Bellingham, WA (1992-1994)Executive Administrative Assistant, HQ IX Corps (Aug), Honolulu, Hawaii (1984-1992)

• 

  Microsoft

  May 1993 - now

  Business Management and Operations in the Customer Success Engineering (CSE) team - Manage Windows, XBox Platform, Office, Teams & Product Marketing content localization supplier engagement, production processes and strategy. Drive process alignment, resourcing efficiencies at the external localization supplier, and upstream with internal Microsoft teams. Develop business strategies to drive cost savings as well as customer satisfaction with the end-user content. Collaborate across Feature teams, Service Engineering, and Localization teams to negotiate streamlined process solutions to support supplier strategies. Supplier Management - Establish and monitor Supplier KPIs, and report on metrics and overall health of the content localization supplier service. Drive resolutions of escalation production blockers with engineering teams to keep supply chain operating smoothly. Finance Management - Create SOW change orders and open PO's for external localization Supplier engagements for the Experience & Devices organization, as well as for Microsoft-wide GIG Freelancer work. Show less Localization - Manage localization of support articles produced by a writing team of 100+ writers across six different teams for all Office End-User application. Manage localization supplier team in Czech Republic to ensure turnaround times and deliverables are met. Setup new product content areas as approved by Business Management. Data Driven Process Automation - Converting a manual production process into an automated system utilizing business intelligence, and customer satisfaction data to drive content selection decisions, and ensure we’re investing our budget on high-value and strategic content. Eliminating manual touch points, and monitoring results for an improved customer experience. Reporting - Collaborate with tools and reporting engineering teams to define features and reporting needed to support content selection work flows and automationMachine Translation & Content Strategy - Drive Machine Translation strategy on the support.office.com site, and worked with engineering teams to request features and collaboraite on analysis to decide how we apply machine translation to our content across the different languages. Adjust content selection strategy based on data to decide where to upgrade content human translation. The ultimate goal being to provide the best customer experience balanced with spending in the right places. Budget - Manage spend and tracking of our $6.4million localization budget, invoice review and budget forecasting with Business Management Show less Localization - Managed software localization of PowerPoint, Sway, Office Lens (up to 95 languages). Developed localization schedules and engaged with product teams to ensure new feature meet globalization and world readiness criteria for international customers. Work with localization, engineering and test suppliers to coordinate delivery, and ensure high quality. Shipped to multiple platforms – Win32, Universal, Mobile, IOS, and Android.Telemetry/Feedback – Developed “Customer Obsession” process within our team to organize around the telemetry data, and customer feedback we had available to analyze and identify any international specific customer issues and drive solutions upstream with core team. Findings sent out in monthly Newsletters, and also presented to management as part of monthly International Delivery Health review. Office Mobile Test Strategy – Owned defining quality strategy for all Office mobile apps, ramping up test suppliers on test scenarios. Provided cost estimation of testing hours. Did bug and return on investment (ROI) analysis to ensure we weren’t over testing screen sizes, and orientation on the mobile platform. Also provide tech support for emulator and mobile device testing issues. OBTriage –Primary reviewer/approver for all international software fixes needed to include in past Office 14, 15 and 16 products. Represent localization bugs to Core triage team for final approval.SHIELD – Develop “production shield” team to separate production task from upstream PMs. Goal of simplifying and unifying processes up- and downstream. Drove consensus for alignment among separate app PMs to use identical engineering process to simplify and unify work downstream at engineer in suppliers, and allow our upstream PM’s to focus on strategic work and become more agile without being tied to an application. Also engaging with other international SHIELD reps to realize alignment of processes across the wider Office International group. Show less MSDN.com & TechNet.com - Manage localization of technical user content for the following products on TechNet and MSDN library websites (10 languages): Exchange Server, Lync Server, O365 Technical Content, Forefront, SharePoint and Office Server Product. Also localized and published associated Downloads on the Microsoft Download Center for these products Language scope ranges from 10 to 55 languages.Content Planner – Conduct quarterly content planning and selection of content for Office Technical Content localization Book of Business. Team Finance Manager – Managed overall team’s $14M budget to within 5% target. Created accountability and tracking framework which allowed Management and leads to see clearly where they were with forecast and spend on a monthly basis and align with Business Management’s quarterly forecasting needs. Assist with fiscal and quarterly budget planning.Supplier Manager - Manage the two key localization vendor teams (Jonckers and Hewlett-Packard). Provide training and support, delivery schedules, conduct QBR’s, monitor quality and conduct recurring production meetings. Defined vendor workflow, hand back quality bar, and evaluation process. Also involved in internal vendor strategy, contract reviews and contract amendments, and procurement process.Upstream engagement/education – Build relationships and engage with core product writing and production teams to keep aware of upcoming content plans and scheduling. Ongoing education of core teams understanding of localization organization, our processes, best practices and handoff criteria and needs. Show less Localization - Managed localization of Office Security updates on the Microsoft Office Download Center. Coordinate with external Security Updates team to support Web page localization for all Service Packs and Security updates. Create and maintain all processes surrounding the localization process of content components. Key Contribution: Streamlined the end-to-end Downloads localization process, and drove outsourcing of this area to a vendor to reduce FTE overhead by 90%. Localization - Managed localization of Office.com Templates Int’l Site. Piloted localization processes for current and new Word, Excel, PowerPoint, Publisher, Outlook Template types, content selection and localization of Microsoft Office Online Templates across all Products on Office.com. Worked closely with core Templates team to ensure taxonomy updates and planning met globalization needs. Provided presentation on localization workflow to ensure upstream content was fully ready and forecasts stayed on track. Localization - Managed localization of all Office.com International Legal Files by coordinating with Legal and Corporate Affairs for localization of all mandatory Office.com site legal content with Legal and Corporate Affairs (LCA) localization team for all languages. Identified and ensured all legal requirements for Privacy and Terms of Use were in place for international sites. Key Contributions - Major quality issues were identified in localized content provided by the Legal Loc team late during the Office 2007 release cycle. Managed the immediate correction, quality review and fixing to avoid blocking release. Conducted extensive post-mortem and identified changes needed resulting in the Legal Localization team switching to LPMs to manage localization work in by their team, created clear service level agreements and ownership of quality with Legal, which resulted in a high-quality, problem-free legal localization experience for every milestone in during Office 2010. Show less Assistance Center of Office.com - Localized all end-user support articles for Office.com range 10 to 33 languages). Office.com Taxonomy Management - Coordinate and pilot site taxonomies for all services for Office Online International. Content Management Improvements - Spec-ed and implemented mandatory dependency checks within the Content Management system to enforce localization handoff criteria. This streamlined core team authoring handoff work, and minimize handoff errors for localization production centers. Show less Tools Project Manager - Create and drive internal tools develop to support and streamline German pilot localization. Collaborated with Rainbow tool developer to create V1 version of this tool and define requirement for Office localization use. Set up Terminals server solution for German builds for localization vendors. Spec and created web-based MSBPN.com as a KB-article style localization forum for Office in-product help localization vendors to submit issues and centralize solution which lowered support costs for Microsoft and allowed vendors to use community to self-serve solutions. Packaging/Print Localization - Coordinated localization of print and packaging for all Office product SKUs from Beta program through final RTM. This included working with internal Design team, Branding, external printer and manufacturing to coordinate schedules, and conducted final proofing review of all print components. Show less

  • Customer Experience Engineer - Global Services

    May 2018 - now

  • Program Manager - Global Content Localization

    Jul 2016 - Apr 2018

  • Program Manager - Office International - Software Localization

    Oct 2014 - Jul 2016

  • International Project Engineer - Office International

    Jun 2011 - Oct 2014

  • International Project Engineer - Office International

    Aug 2004 - Jun 2011

  • Localization Project Manager - Office International

    Aug 2001 - Aug 2004

  • Localization Project Manager - Office International

    Oct 1997 - Aug 2001

  • Documentation Build Lead - MSDN Developer Division

    Jan 1996 - Oct 1997

  • Administrative Assistant - Visual C++ Developer Division

    Jan 1995 - Jan 1996

  • Group Assistant - Copy Center Services

    May 1993 - Jan 1995