Cecilia G.

About Cecilia G.

Outgoing service engineer with more than a decade of experience assisting customers and resolving complex problems in high volume environments.I have a proven exceptional ability to asses client needs and exceeding their expectations to resolve issues with total sense of urgency and white glove support. I pride myself in master level proficiency & resourcefulness in scoping and troubleshooting. I am cognizant in various Microsoft applications and cloud technologies including Microsoft 365, Windows, Azure, and other cloud computing services. I possess a talent & enthusiasm for learning and mastering new technologies and assist to streamline new procedures. As well as my proven feedback and training capabilities, like becoming a Technical Advisor of the project within one months\' time. Superbly customer centric with commitment to resolving all concerns presented until customer satisfaction has been exceeded.

Experience

1. Incident Communication Manager

   Microsoft

   Mar 2019 — Present

   Primary responsibilityCommand and Control of Bridge calls during service outage situations for customersCoordintate privacy, security, or data loss event calls and communications Driving for quick resolution of impacting issuesTracking incidents as they occur.Send out reliable, timely and accurate communications. Developing communication plans with internal partners to minimize end-user impact during system maintenance.Additional Responsibilities include- Lead Tier 2 & 3 Incident Command teams support of several distinct properties across Online Services- Facilitate, engage, and drive bridge calls during service outage situations for Online Services- Work closely with remote support teams- Communicate effectively within external groups, including end users (verbally and written as appropriate)- Develop support documents, training material, and other resources to help the Tier 2 & 3 Incident Command team provide excellent services, driving efficiency and accuracy at all times - Ensure adherence to established policies and procedures; ensure SLAs and KPIs are met with timely communication notifications- Maintain service excellence, facilitating communication and collaboration among many parties to bring all Incidents to resolution quickly and efficiently - Adherence to established SLAs for acknowledging, engaging, communicating, and resolving Incidents-Handle stressful situations with tact and confidence, as well as be able to operate under pressure and meet tight deadlines-Team-oriented environment & ability to collaborate with multiple teams effectively - Ability to direct traffic and work with different service delivery teams accordingly to drive incident resolution. Interpersonal communication is key - Data Analysis & Reporting Experience- Process documentation and administrative experience - Ability to deal and adapt to constant change - policy, processes, etc- Technical Writing-Working with Product Studio/TFS/VSO/ICM/SNOW

Education

• B.E.S.T. High School

  High School

  2005

Skills

• Active Directory
• Mobile Devices
• Leadership
• Wireless Technologies
• Wireless
• Customer Relationship Management (Crm)
• Billing Systems
• E-Commerce
• Customer Support
• Organization Skills
• Cloud Security
• Linux
• Team Leadership
• Cloud Computing Iaas
• Root Cause Analysis
• Microsoft Office
• Telecommunications
• Data Migration
• Microsoft Azure
• Collaborative Problem Solving
• Time Management
• Enterprise Software
• Management
• Information Technology
• Cloud Computing
• Customer Experience
• Interpersonal Communication
• Customer Service
• Call Centers
• Technical Support
• Premier
• Vendor Management
• Powershell
• Bilingual
• Putting the Customer First
• Documentation
• Training
• Customer Satisfaction
• Customer Service Management
• Application Security