Experience

• Technical Advisor (Data & AI) — Microsoft

  Dec 2023 — Present

  • Defined and delivered the strategic roadmap for onboarding engineers and switching across suppliers, driving a 15% increase in enterprise customer engagement.
  • Evangelized process improvements and standards, streamlining case handling and support processes and improving efficiency by 42%.
  • Partnered with dev and test teams to translate specs into high-quality releases, improving product quality and customer satisfaction by 25%.
  • Coordinated escalations and swarming to resolve top-priority issues 20% faster by managing resources across teams.
  • Led a geo-distributed team of 17 engineers and 3 TLs; upskilled teams in Azure DevOps and GitHub, improving CI/CD efficiency by 40% and cutting custom code issues by 60%.

• Program Manager — Customer Experience — Microsoft

  Sept 2018 — Nov 2023

  • Ran daily SCRUMs with vendors to track recruitment KPIs and resolve escalations, ensuring 95% SLA adherence and 90% first-response resolution.
  • Built a prioritization framework for self-service issue resolution, increasing self-service resolutions by 25%.
  • Drove continuous improvement via feedback loops and vendor performance reviews, improving hiring efficiency by 20% and satisfaction by 7%.
  • Performed RCA on customer pain points and aligned product/goals with needs, reducing pain points by 40%.

• Program Engineer — Supportability — Microsoft

  Oct 2016 — Aug 2018

  • Automated customer communications for bug fix timelines and release updates, improving satisfaction and freeing 20% of engineer time for critical work.
  • Drove cloud governance to increase Microsoft cloud solution adoption by 10% and reduced future escalations by 2%.
  • Presented insights on availability and case patterns to align resources with peaks, reducing global SLA misses by 35%.

• Technical Consultant — Wipro

  May 2014 — Oct 2016

  • Contributed to leadership in defining OKRs/KPIs for a specialized POD structure, improving operational efficiency by 20%.
  • Developed and optimized SQL scripts, proactively reducing Tier-2 escalations by 18% for on-prem deployments.
  • Improved solution time by 37% through cross-functional collaboration and Tier-2 leverage.

• Technical Associate — IKS

  Mar 2013 — Apr 2014

  • Data Engineer for a new US client entity (Physiotherapy Associates).
  • Built MVP to productization for a 700-clinic network, achieving 100% adoption.
  • Executed database unification from MS SQL, MySQL, and Excel across 700 clinics to the parent entity.
  • Delivered v1 products: Storekeeper (inventory app with auth) and Appointment Scheduler (API-enabled scheduling).