Community Engagement Director

• Sep 2021 - Present

Customer Success Account Manager

• Apr 2019 - Oct 2021

Customer Success Manager

• Jan 2018 - May 2019

Technical Account Manager

• Oct 2010 - Jan 2018

As a Technical Account Manager (TAM), I closely managed customer relationships through Premier support agreements. I advocated for my customers to make sure they received a valuable Premier experience from start to finish.I partnered with IT stakeholders to identify key strategic initiatives relating to Microsoft technologies within their organization. I created and maintained custom service delivery plans to leverage Premier services to aid in achieving customers' business or IT objectives. I assisted customers in proactively optimizing their IT infrastructure and operations, helping them use Microsoft technologies to their greatest potential in order to achieve the best return on their investment possible. I would bring in technical experts to advise best practices, performance tuning, configuration, and cost optimization; and frequently collaborated with other groups across Microsoft in order to address customer pain points, requests & general inquiries.If something unexpected occurred once Microsoft Products were deployed, I partnered with our Customer Service and Support teams and managed the incident to resolution, communicating status updates to appropriate stakeholders along the way. Follow-up with appropriate parties was key to ensuring either product improvement within Microsoft, or operational improvement within the customer's IT environment occurred to mitigate impact and prevent future issues.

TAM Lead Roles

• Jan 2011 - Dec 2017

TAM Hiring Lead (January 2011 - August 2016):I assisted with recruiting candidates from various roles and industries and within Microsoft. I worked with our hiring managers to determine timeline and and scheduled screening rounds, interviewers and feedback loops. I also pulled in other fellow TAMs to provide different perspectives and we all conducted interviews for open TAM roles. We then provided feedback to hiring managers about each candidate, which was then passed along to the HR team toTAM Onboarding and Readiness lead (January 2012 - December 2017):Identified a need to ramp up new-hires quickly and efficiently to support our niche customer base, as no such "practical application" tools and processes training existed previously. Therefore a couple of my peers and I joined forces to develop and maintain content for onboarding TAMs joining the Premier National Practice. We also developed and delivered “Train the Trainer” sessions for experienced TAMs to serve as training facilitators and Subject Matter Experts. We then coordinated and facilitated the training for new hires from various backgrounds & experience levels. We then took feedback from these peer-led sessions and made ongoing adjustments to ensure relevance and alignment with leadership initiatives, then eventually shared our key learnings and content with peers at other campus sites so they could deliver similar sessions at their site as well. Career, Role and Personal Mentorship:I regularly served as formal & informal TAM mentor for several TAM new-hires and incoming TAMs from our Microsoft Academy of College Hires (MACH) program.

Sr. Support Engineer - Office Deployment; Word/BGP support

• Jun 2008 - Sep 2010

As a support engineer I assisted customers and partners with break/fix and advisory technical issues within the Office suite of applications. I created knowledgebase content for internal & external sources and contributed to public support forums.I also created and delivered training and ongoing readiness to peers as a SME for our case management tool, and delivered Office 2010 training modules and performed demos for campus product launch events.I also served as a shared FTE Technical Support Lead for our vendor support team. In that capacity, my co-lead and I supported a team of vendor staff supporting Word and PowerPoint. We created training and readiness and mentoring, performed case wellness and escalations as necessary and served as the liaison between the vendor and FTE team and management.

Office of International Studies, Student Counseling Center

• 2007 - 2008

I was responsible for planning and execution of initiatives focusing on improving campus diversity, and recruitment & retention of international students. I partnered closely with the Academic Affairs and Student Life teams to build the new International Studies and Counseling Center programs from the ground-up. As an International Student advisor I worked closely with departmental advisors to create a timeline and mapped out a plan of study for incoming students on F1 Visas. I then advised and mentored those students to help ensure their success once on campus. I reviewed admission applications for prospective International Students to ensure adhesion to admission and financial backing requirements. Interviewed qualified applicants and helped to make admissions decisions for international applicants according to campus, SDBOR, and US Department of Homeland Security regulations. I also played an integral role in the development of a new student counseling center on campus. I developed a confidential intake system adhering to HIPAA and FERPA regulations. I also worked closely with Residence Life to ensure that all students on campus were aware of the new counseling program and had access to resources accordingly, and evangelized the new program to students who lived off-campus as well.