Microsoft Practice Leader

• Oct 2023 - Present

Senior Technical Program Manager - Microsoft Teams

• Oct 2016 - Jul 2023

Member of Customer and Partner Ecosystem organization whose mission is to create a line of communication between customers, partners, and Microsoft core engineering achieved through the creation and execution of programs targeted to improve the customer's experience with Microsoft services.• Provide architectural and design guidance using MSF methodology across envision, plan, build, stabilize, and deploy. Work focused on helping customers transition from SFB server to SFBO. The scope of this work was later expanded to include Teams where I worked with early adopters providing deployment, migration, and transition services. • Responsible for end-to-end management and remediation of customer critical escalations. This included the discovery, execution, and remediation of issues impacting the Microsoft Teams experience.• Provide support and guidance to customers through the Get-to-Green (G2G) program designed to optimize the deployment or operations of the Microsoft Teams platform. This program was successfully delivered to over 500 customers over a 6-year period and include services for CVI, VDI, Voice, Events, and Client performance. • Creator of the Quality of Experience (QER) Power BI template that enables customers to self-resolve issues with their Teams meeting and calling experience. This template contains over 20 individual reports, is available for public download, and is utilized by internal Microsoft support, Core Engineering, Premier, and customers.• Assisted with the training and optimization of machine learning classifiers as part of the Team's Call Quality Dashboard (CQD) toolset that will enable customers to better understand and resolve their meeting and calling experience without the need for MS support.• Train and backstop customer support and the internal field staff on diagnosing and resolving issues related to the Microsoft Teams platform through mentoring, conducting workshops, formal training, and office hours. Show less

Senior Premier Field Engineer - Skype for Business

• Nov 2013 - Oct 2016

Provided on-site and remote support for Microsoft Lync Server¸ Skype for Business server, Skype for Business Online, and supporting infrastructure services for Microsoft's Premier customers. As part of Premier Support, the PFE’s role was that of a senior technical expert who provided directed customer assistance in the areas of architecture, deployment, adoption, administration, and remediation of issues related to the Microsoft product stack.Team leader for the Skype for Business Product Line Architecture (PLA) v-team. This team was responsible for the creation of a prescriptive set of guidance around deploying, operating, and supporting Skype for Business server using a repeatable and consistent design with a defined service level target. The PLA answers the question, "How would Microsoft deploy Skype for Business?" Show less

Lync Consultant

• Feb 2011 - Nov 2013

Provided advanced consultative services as part of Microsoft Consulting Services (MCS). Successfully lead complex, global projects through the MSF project lifecycle, covering envision, plan, build, stabilize, and deploy; specialized expertise in Lync and Office Communications Server (OCS) with experience in Exchange and Voice integration. Collaborated with account teams on drafting statements of work (SOW) and requests for proposals (RFP) as well as assisting in the pre-sales process as a technical sales consultant. Lync Subject Matter Expert in MS Worldwide communities, speaker at MS internal events and founding member of Lync Product Line Architecture and Technology Adoption Program.• Lync deployment and design for large corporations of over 100k associates across multiple countries leveraging all Lync workloads with emphasis on Mobility, Conferencing, and Enterprise Voice.• Founding member of the Lync Product Line Architecture and Technology Adoption Program designed to provide structured and repeatable design guidance for Lync and OCS. These program artifacts were used across all of MS consulting services to optimize and speed up the project lifecycle. Show less

Senior Consultant

• Jul 2008 - Feb 2011

Microsoft messaging specialist providing consultative services to best align with clients’ strategic initiatives. Successfully manage complex projects through the lifecycle, including requirements analysis, design, implementation, integration, and support; specialized expertise in Active Directory, Exchange with Unified Messaging, Office Communications Server (OCS) with Voice, and virtualization technologies (VMware). Collaborate with sales teams on statements of work (SOW) and requests for proposals (RFP), often attending sales calls as a technical sales consultant. • Outstanding record of successful project delivery, consistently finishing projects on-time and under budget while fully satisfying client requirements. • Unique ability in leveraging subject matter expertise in Exchange, OCS, Active Directory, and Windows Server with excellent communication skills: able to effectively relay intricate technical details to non-technical personnel and clients. Show less

Senior Microsoft Consultant

• Jun 2006 - Jul 2008

Leveraged unique skill combination of technical knowledge and sales communications to design and deploy MS-based advanced solutions to medium and enterprise-level clients. Utilized technical expertise in Microsoft technologies including Exchange 2007 with Unified Messaging, OCS 2007 with Voice, Active Directory, System Center Operations Manager, and Windows Server to assist the local sales teams in architecture, design, deployment, and operations of client-specific IT solutions. Presented solution demonstrations, reviewed statements of work, and provided operational health checks and post-sales technical support as needed. Show less

Independent Consultant

• Mar 2005 - Jun 2006

Utilized Microsoft technologies expertise to provide advanced IT solutions and operations support. Deliverable solutions included an Exchange 2003 SP2 migration, Live Communications 2005 with PIC, and MS Operations Manager across 150 servers. Advanced operational support specialist for Active Directory, MS Server environment, MS Cluster Operations, ISA, LCS, MOM, and Citrix. Utilized Microsoft technologies expertise to provide advanced IT solutions and operations support. Deliverable solutions included an Exchange 2003 SP2 migration, Live Communications 2005 with PIC, and MS Operations Manager across 150 servers. Advanced operational support specialist for Active Directory, MS Server environment, MS Cluster Operations, ISA, LCS, MOM, and Citrix.

Senior Microsoft Engineer

• Feb 2004 - Nov 2004

Architected and delivered MS AD, Exchange, LCS and Server solutions to clients in all phases of the project lifecycle. Successfully managed from inception through production on-time, within budget, and with minimal downtime. The company ceased operations in 2004. Architected and delivered MS AD, Exchange, LCS and Server solutions to clients in all phases of the project lifecycle. Successfully managed from inception through production on-time, within budget, and with minimal downtime. The company ceased operations in 2004.

Systems Administrator

• Jan 2001 - Feb 2004

Managed the MS Server and Active Directory services for more than 125 servers supporting over 2000 clients in 18 states. Led the successful migration of Windows NT to Windows 2000 with no unscheduled down time. Managed the MS Server and Active Directory services for more than 125 servers supporting over 2000 clients in 18 states. Led the successful migration of Windows NT to Windows 2000 with no unscheduled down time.

Systems Administrator (Contract)

• Oct 1999 - Jan 2001

Operational IT support and administration of more than 200 clients in a Windows 2000 domain with Active Directory. Gave technical expertise to the team charged with establishing a new research facility/data center in the heart of Grand Rapids. Operational IT support and administration of more than 200 clients in a Windows 2000 domain with Active Directory. Gave technical expertise to the team charged with establishing a new research facility/data center in the heart of Grand Rapids.

Contractor

• Jan 1998 - May 1999

Provided various IT services as required to Tek System's clients. Provided various IT services as required to Tek System's clients.