Responsible for ensuring the development of Support Escalation Engineers (SEE) technical capabilities. Partner with Support Engineering Managers to formulate Engineers development plans and ensure technical issues involving Microsoft products and services are resolved efficiently. Deliver unique value by utilizing technical knowledge to ensure ramp up and readiness of Engineers to assist customers. Impact improvements to product and service design, serviceability, and customer experience. Maintain strong working knowledge of released products and services, take ownership for product and service improvement, and participate in pre-release activities and BETA/preview programs. Share knowledge through communities with other Technical Advisors and engineers and develop customer solutions efficiently. Constantly evaluate processes to improve support experience. Partner with engineering and customer success teams on scenario design, product tradeoffs and overall customer product experience improvement.

Designed, created, and maintained CI/CD pipelines. Deployed and maintained Azure Infrastructure/Services using multiple Azure tools. Supported Azure Cloud issues including PaaS offerings, Storage, Compute and Networking. Assisted on Architecture level decisions and provided Infrastructure and Azure/Cloud level guidance. Built and maintained Container Images through Azure Container Registry. Created Docker files and automated docker images using Azure DevOps and Docker. Collaborated with Software Architects and Engineers to ensure secure and timely production deployment of products and services.

Ensured development of Support Escalation Engineers (SEE) technical capabilities. Partnered with Support Engineering Managers to formulate development plans and resolve technical issues involving Microsoft products and services efficiently. Delivered value by ensuring ramp up and readiness of Engineers. Impacted improvements to product and service design, serviceability, and customer experience. Maintained strong knowledge of products and services, took ownership for improvements, and participated in pre-release and BETA/preview programs. Shared knowledge and developed customer solutions efficiently. Constantly evaluated processes to improve support experience. Partnered with engineering and customer success teams on scenario design, product tradeoffs and customer product experience improvement.

Managed critical situations involving technically challenging issues and diverse audiences. Understood customer scenarios using Microsoft products/solutions and collaborated with internal teams to resolve issues and develop unique solutions. Used knowledge to improve product design, supportability, and processes. Demonstrated strong interpersonal and communication skills with diverse audiences including IT professionals, developers, architects, and executive management.

Provided technical assistance for Citrix products, specifically Citrix XenApp and XenDesktop. Focused on in-depth problem analysis and integration into customer environments using troubleshooting skills and technical knowledge. Provided feedback on product improvement. Tested beta versions and provided feedback to engineering teams. Collaborated with engineering on previews and fixes based on requirements.

Intervened when SMEs needed assistance prior to software engineering team intervention, acting as mentor and Lead. Drove cross team technical issues and customer experiences. Evaluated processes to improve support experience. Presented to senior management, external clients, and large audiences. Tracked market, technology, competition, and customer trends to improve product. Engaged with customers and partners to improve product. Collaborated with partner teams to capture requirements and with engineering teams to address needs.

Provided advanced technical support to Ruckus Networks ICX line of business on complex or executive escalated issues. Intervened when Tier II engineers required assistance, acting as mentor and Technical Lead. Worked with critical customers and Technical Account teams to develop plans for complex or executive escalation scenarios. Drove cross team technical issues and customer experiences. Engaged with customers to understand requirements and develop solutions. Collaborated with engineering teams to address needs. Built and refined use-case driven workload models for benchmark testing. Presented to senior management, external clients, and large audiences. Developed training and training strategies.

Owned customer reported network issues and technical inquiries to quickly restore service and provide problem resolution. Communicated status and action plans, documented case updates, reproduced customer issues in lab environment, and worked with other Engineers to confirm defects. Ensured client expectations were managed and technical issues resolved timely to client satisfaction.