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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
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