Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
MicrosoftSenior Software Engineer
Apr. 2020Redmond, Washington, United States
MicrosoftSoftware Engineer 2
Jun. 2018 - Apr. 2020Redmond, Washington, United States
MicrosoftSoftware Engineer
Jan. 2017 - Jun. 2018Bellevue, Washington
MicrosoftProgram Manager
Oct. 2014 - Jan. 2017Redmond, WAMember of 4-person team for Proactive Outreach, an experimental support framework using customer and product data as signals to determine customer problems and resolve them proactively Current Responsibilities for Proactive Outreach:
• Work across multiple product and development teams in O365 to determine customer pain points
• Combine service signals and customer data to generate ‘proactive insights’ to inform customers and support agents of customer issues and solutions
• Use insights to create proactive support tickets for trained support agents to reach out to customer proactively, resolve their issue, and offer holistic product support for Office 365
• Measure and report impact of outreach, including fix rates, customer satisfaction, and LTV
• Quickly run experiments for new outreach scenarios and framework improvements
CapTechIntern
May. 2013 - Aug. 2013Richmond, VirginiaCreated new web-based front-end for business management system used by CapTech upper management Increased user-friendliness and quality of data, customized system to CapTech’s business processes
Worked in 6-person team utilizing Agile Scrum development methodology Business Analyst Role: Interviewed users and CapTech leaders, wrote initial use cases and requirements, created and refined wireframe using Balsamiq Mockups
Developer Role: Developed back-end services (Java), retrieved and posted data to system using screen scraping (HtmlUnit, Jersey), integrated services with front-end design (Backbone.js, jQuery, HTML5)
Scrum Master Role: communicated with product owner, designated tasks to group members, presented progress to CapTech leadership bi-monthly
Home-Grown Industries of Ga, Inc. dba Mellow MushroomServer
Jun. 2011 - Jun. 2014
Intch is a Professional Networking App for the Future of WorkSee more people like Laura on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
451129 people
18
Technologist, Project/Program Manager
24
Data Scientist Intern @ Newell Brands
16
Program Manager @ DISH Network
100076 people
42
Senior Mining Engineer @ Riot blockchain
16
CEO/Data Engineer and Consultant @ Propeltech Services LLC
24
Managing Manager @ INGENTA HIRING