Experience

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  Global electric motorcars, llc

  Mar 2003 - Jun 2004

  Sales information specialist / sap sales and distribution lead

  ● Worked closely with the Director of Sales and Marketing as well as the sales and marketing staff to prepare “presentation-ready” reports utilizing MS Word, Excel and PowerPoint. Requiring exceptional oral and writing communication skills.● Generated various reports on sales activities from GEM Enterprise Systems (SAP and GEM Connect) for the COO, CFO and Director of Sales, e.g. sales trends, actual v. planned sales, sales by segment.● Work with accounting, production, and service in developing supplemental analytic reports, e.g. gross/contribution margin, delivery dates, service activity.● Guided/Trained sales staff on the availability of and access to sales information and reports in GEM Enterprise Systems.● Assisted with obtaining mandate car placement objective for DaimlerChrysler in select mandated states. Developed an executive information system to aid executives in the assessment of this project, which placed approximately $140 million of product into the marketplace. Show less

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  U.s. bank

  Jun 2004 - Jun 2006

  Business technology analyst

  ● Work regularly with SQL Server 2000 Reporting Services and Crystal Report Writer to produce ad-hoc and monthly “presentation-ready” reports for a variety of internal customers ranging from organizations across IT to a Senior Vice President and Executive Vice President level.● Work with SQL Server 2000 to produce stored procedures and functions that pulled data from the Remedy databases (incident/problem/change management software) and from the Production Service Request (PSR) database.● Make use of communication skills by working with internal customers on project development work to understand their problem and what their requirements are and then use that information to create specifications and requirements that are then passed onto developers. Show less

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  Microsoft

  Jun 2006 - now

  ● As Technical Advisor conduct weekly case bashes with Tier 2 and Tier 3 engineers, actively review cases to ensure action plans are in place, provided technical recommendations, monitor for trends, and recommend case escalations as appropriate. Also continue to stay engaged with overall business discussions.● As Acting Manager assisted with scheduling in the Outlook Delivery Unit, built the on-call schedule, conducted 1:1s with team members, assisted with team meetings, conducted manager interviews, assisted with customer escalations, scheduled training, collaborated and built relationships with other managers across the DU, planned morale events, and helped with additional team initiatives. Served as Acting Manager from June 2018 - November 2018.● Assist with the hiring process by conducting technical interviews for Outlook.● Help with technical, tool, and process training for new employees on the team.● Participated in the Fargo SETAM group to help build stronger relationships between Support Engineers and TAMs.● Provide in-depth technical support for new and escalated Outlook for Windows, Outlook for Mac, and Outlook for IOS / Android support cases within our Premier support business. ● Ensure cases are resolved in a timely manner while maintaining high CPE scores. Achieve this by communicating current action plan to the customer, maintaining customer commitments, and by collaborating with colleagues on my direct team as well as other product teams. ● Actively participate as a CSS Site Culture Ambassador Show less ● Responsible for excellent delivery of services across the entire support lifecycle, including Service Delivery Planning, Service Delivery Management, Incident Management / Escalations and Proactive Remediation Services.● Manage a diverse and complex scope of support issues for each customer to ensure cases are making progress and resolved in a timely manner. ● Collaborate with internal resources when needed to escalate cases to the proper resource.● Conduct regular monthly meetings with each customer to gain insight into their current challenges, projects, business goals, and objectives.● Partner with each customer to assess their IT priorities in order to set a long-term strategy for service delivery that aligns to their business objectives.● Document pertinent customer information along with service recommendations into a Service Delivery Plan. Then work towards remediating issues / risks within the customer’s IT environment. ● Manage the delivery of agreed upon proactive services to ensure high customer satisfaction and assist with removing roadblocks when potential issues arise. Show less ● Conducted regular SDQF reviews on open frontline support cases to ensure cases are on track and to provide technical suggestions when needed.● Assisted with balancing cases between our front line support team and escalation team to help ensure technically challenging cases reach a quicker resolution.● Assisted our Wipro vendor support team with driving cases to a successful resolution by conducting training and mentoring when needed.● Vertical Owner for the Access support topic area. Responsibilities included analyzing Access support topics to identify major opportunities to drive quality and efficiency gains back into the product we support in hopes of decreasing total minutes per incident (TMPI) and decreasing volume for trending support cases, while also trying to increase the overall Customer Partner Experience (CPE). ● Continued taking frontline support cases for our consumer and commercial / enterprise support business. Maintained a 100% Top Box CPE score for premier customers and a combined 92% Top Box / 0% Bottom Box CPE score for all personal, professional, and premier cases in FY 2013. Show less ● Provided in-depth technical support for complex Access support cases that spanned across consumer, commercial, and enterprise customers.● Ensured cases were resolved in a timely manner while maintaining above average CPE scores. Achieved this by communicating current action plan to the customer, maintaining customer commitments, collaborating with escalation resources, and by collaborating with other teams when issues affected multiple products. ● Received the 2009 Q4 CPE Champion Award for exceptional commitment to improving customer and partner satisfaction.● Cross trained with the Office Deployment support team to assist with troubleshooting support cases related to deploying Microsoft Office suites.● Delivered several brown bag / training sessions to the team to help transfer knowledge in areas such as SQL Server, deploying Access, and overviews of new products like Prodiance Database Compare.● Delivered several training session to our Wipro support team that included new product training, common issues training, and support tools training (e.g. MS Solve, VKB, and Clarify).● Worked on the Office MOD Squad team which focuses on planning and implementing morale events for the Office Support teams in Fargo.● Assisted with the hiring process and conducting technical interviews.● Member of the 2008 Microsoft Fargo Leadership Everywhere group. 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  • Support Engineering Manager - Microsoft Azure

    Jul 2021 - now

  • Technical Advisor | Support Escalation Engineer | Acting Manager - Microsoft Outlook

    Jan 2014 - Jul 2021

  • Technical Account Manager

    Dec 2012 - Jan 2014

  • Acting Technical Lead – Microsoft Office Access

    Oct 2011 - Dec 2012

  • Senior Support Engineer – Microsoft Office Access

    Jun 2006 - Oct 2011