Brian P.

About Brian P.

Highly capable and passionate leader with a demonstrated history of delivery across multiple disciplines with a focus on customer and employee experience. Skilled in contact channel management (messaging, chat, phone, web, mobile, in-app), text and voice generative AI/virtual assistants, people management, business strategy definition, support planning, business management, program management, vendor/supplier engagement, sales support delivery, technical support engineering, technology capability strategy, and customer journey orchestration. My core competencies include contact channel management, AI and virtual assistant implementation, support delivery planning, business management, program management, vendor engagement, sales support delivery, and customer journey orchestration. I am passionate about enabling an excellent customer buying and support experiences through experimentation with measured, quantifiable outcomes targeting customer preferences.I have successfully implemented multiple AI and virtual assistant solutions, resulting in increased customer satisfaction and order value. I have also established strong partnerships with internal and external stakeholders, ensuring alignment and collaboration on strategic initiatives and operational excellence. My mission is to drive support experience excellence for customer, leveraging my domain expertise and leadership skills. I am always eager to learn new technologies and best practices, and to share my insights and feedback with others. I am motivated by the opportunity to create positive impact for customers, employees, and the company.

Experience

1. Director Support Planning Management

   Microsoft

   Jul 2024 — Present · Las Colinas, TX, US

   As Director Support Planning Management, I am responsible for driving the Customer Service and Support Commercial Technical Support organizations\' chat modality implementation to support AI across the customer and engineer journey with support, partnering across functions to implement a consistent ROB, project framework, and team responsibilities utilizing shared resources across organizations bringing new Copilot for Support AI and agentic Copilot capabilities to the business.

Education

• Hillsborough College

  Information Technology

  1990 — 1992

Skills

• Data Center
• Program Management
• Strategy
• Cross-Functional Team Leadership
• Microsoft Technologies
• Information Technology
• Saas
• Team Leadership
• Integration
• IT Management
• Business Development
• Project Management
• Windows Server
• Problem Solving
• Windows Azure
• Agile
• Strategic Planning
• Sdlc
• Solution Architecture
• Requirements Analysis
• Cloud Computing
• Enterprise Software
• Enterprise Architecture
• Customer Satisfaction
• Sharepoint
• Customer Service
• Customer Relations
• Release Management
• Outsourcing
• Windows
• Technical Support
• Business Analysis
• Mentoring
• Operating Systems
• People Management
• IT Strategy
• Troubleshooting
• Business Intelligence
• Process Improvement
• Tcp/Ip