Andrew Baker

About Andrew Baker

I have a strong background in program management, business intelligence & strategy, finance, and excelling through ambiguous situations. As a police officer, I have directly witnessed the impact of large-scale issues and have been able to use creative problem solving and analytical skills to drive keen insights and understand root causes to develop lasting solutions. My background in law enforcement combined with my technical project management experience and formal education in business with a focus in finance provides me with a diverse array of skills to form meaningful connections with stakeholders and solve complex problems with a sense of urgency.

Experience

1. Senior Manager - Microsoft for Startups

   Beyondsoft

   Nov 2025 — Present

   Manage a team of 33 individuals including operations, support, project management, analytics, and fraud personnel for the Microsoft for Startups team.Own end-to-end operations and support execution for Microsoft for Startups, ensuring consistent customer experience, SLA adherence, and operational rigor across high-volume, global ticket workflows.Lead monthly business reviews (MBRs) and executive-ready reporting that translate support signals into program insights, prioritized roadmaps, and measurable improvements in customer outcomes.Design and implement advanced analytics in Power BI, including KPI frameworks for volume, TTR/TTR drivers, CSAT, categorization accuracy, and escalation health to inform leadership decisions.Conduct deep-dive audits on top ticket drivers, identify root causes, quantify avoidable demand, and define remediation actions across documentation, product UX, and support process.Drive cross-functional program improvements by partnering with product, engineering, and operations stakeholders to implement fixes. Create scalable self-service and enablement assets to reduce repeatable inquiries and compress time-to-resolution for high-frequency topics.Build internal automation and “helper” tooling (including an internal chatbot/agent) that operationalizes knowledge, improves agent consistency, and accelerates resolution while maintaining governance and policy compliance.Establish measurement systems for quality and compliance and implement controls to prevent metric gaming and protect CSAT integrity.Provide operational leadership for escalations and sensitive cases, ensuring fast triage, correct ownership routing, and clear executive communication for high-impact customer issues.Continuously improve operational cadence and controls: weekly/monthly audits, trend reporting, backlog reviews, training refreshers, and documentation update cycles tied to observed ticket drivers.

Education

• Washington State University

  Master of Business Administration - MBA, Finance

• Everett Community College

  Associate of Arts and Sciences (A.A.S.), Business Administration

  2011 — 2013

• University of Washington

  Bachelor of Business Administration (B.B.A.), Finance

  2013 — 2015

Skills

• Humor
• Integrity
• Portfolio Management
• Public Speaking
• Ethics
• Research
• Microsoft Excel
• Powerpoint
• Teamwork
• Consulting
• Ssis
• Data Analysis
• Dax
• Leadership
• Financial Analysis
• Sql
• Tableau
• Statistical Modeling
• Power Bi
• Sharepoint
• Training
• Creativity
• Adaptability
• Xcode
• Project Management
• Time Management
• Investments
• Outlook
• Problem Solving
• Microsoft Office
• Spss
• Customer Service