Alejo Ospina

About Alejo Ospina

At the intersection of support, product, engineering, and AI, helping teams design experiences that scale in the real world. I currently serve as a Sr Tech Support Eng SEE, but my day‑to‑day work looks much closer to a Technical Program/Product Enablement role: translating frontline customer signals into product feedback, tooling improvements, and AI‑driven support workflows.My focus areas include-Supportability strategy: ensuring products, tools, and processes are designed with real customer behavior in mind-AI for Support: validating and shaping AI‑assisted support experiences so they are usable, trustworthy, and human‑centered-Program execution: connecting engineers, product teams, and support operations around shared outcomesI’m known for combining technical depth, systems thinking, and storytelling. Leveraging support data I help teams move from “what broke” to “what should change,” and from insights to execution planning. I’m especially motivated by work where customer experience, AI, and operational excellence come together.

Experience

1. Sr Support Escalation Engineer Microsoft 365 Copilot

   Microsoft

   Sep 2025 — Present · Redmond, WA, US

   Role focus-Serve as a M365 + Copilot technical program leader embedded in Consumer Support, focused on long‑term supportability, AI readiness, and product feedback loops-Partner with engineering and product teams to influence how support tools and AI experiences are designed, tested, and rolled out to global support-Balance hands‑on technical escalation work with systems‑level thinking, ensuring insights scale beyond individual cases-Designed, planned, and solution‑architected AI agents using Microsoft 365 Copilot Studio and SharePoint Agents to support team onboarding readiness, surface validated knowledge and operational documents, and organize team assets and repositories for scalable Microsoft 365 and Copilot support scenarios.Business Impact-Shaped supportability strategy by translating high‑signal customer and advocate feedback into actionable product and tooling recommendations-Played a key role in validating AI‑driven support experiences, helping ensure they improved efficiency without eroding trust or usability-Drove alignment across stakeholders by connecting support data, customer narratives, and operational metrics into a single decision‑making thread-Improved onboarding efficiency and operational excellence by centralizing trusted content, team documentation, and support assets into AI‑driven workflows, enabling faster ramp‑up for new engineers, consistent knowledge discovery, and reduced friction across day‑to‑day support operations.

Education

• Florida International University

  Bachelor of Science - BS, Communication and Media Studies

  2013 — 2017

Skills

• Adobe Photoshop Lightroom
• Strategic Planning
• Customer Service
• Teamwork
• Research
• Adobe Premiere Pro
• Training
• Customer Satisfaction
• System Administration
• Networking
• Event Planning
• Video Editing
• Editing
• Adobe After Effects
• Visual Storytelling
• Television
• Growth Mindset Mentor
• Adobe Illustrator
• Social Media
• Retail
• Adobe Photoshop
• Photography
• Broadcast
• Leadership
• Digital Media
• Digital Photography
• Videography
• Public Speaking
• Graphic Design
• Time Management
• Inventory Management
• Microsoft Word
• Team Leadership
• Design
• Social Media Marketing
• Microsoft Excel
• Powerpoint
• Communication
• Photoshop
• Video Production