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Crisis Manager @Microsoft
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WORK HISTORY
Crisis Manager @Microsoft
Charlotte, NC, US
Address high priority customer’s escalations needs, for critical and high-visibility problems impacting Microsoft’s strategic Premier customers and Partners- Participate in 24x7 coverage schedule providing timely, reliable and high-quality response to complex customer escalations- Provide mentor assistance to Premier and CSS Delivery regarding the CritSit process when required to ensure successful execution- Interface with various departments and groups within Microsoft to drive resolution, up to the executive level as necessary.Positively impact customer satisfaction by:• Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed.• Delivery of a high quality customer and partner experience through timely and effective Response to internal and external customer needs; owning active Critical Situations.• Deliver a high quality customer and partner experience through timely and effective Resolution of customer’s issues in the quickest way possible. • Expand internal visibility of Premier Customers’ Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours.• Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process the CritSit System.• Stepping up to take on challenges by acting as Crisis Manager in catastrophic outage situations.• Pursue proactive actions to help prevent future issue. • Lead project and working group to improve process and tools.• Establish / Maintain Relationships• Collaborate effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible. • Actively participate on projects initiatives owned by CMET.• Provide CritSit reporting to allow businesses to make better decisions.
EDUCATION
East Tennessee State University
English / Criminal Justice
University of Tennessee, Knoxville
Bachelor of Arts - BA, English Language and Literature, General
SKILLS
ABOUT CHRIS LINEBACK
Critical Situation and Crisis Manager at Microsoft. Exchange and Outlook guru, specializing in client-related messaging technologies - OWA, Exchange ActiveSync, POP/IMAP, Outlook Anywhere. Network diagnostic packet-trace analysis expert. I have supported ALL versions of Windows, Exchange, and Outlook. I am an IT wordsmith leveraging my educational background in English to provide quality communications every CEO can understand. Passionate about all types of hardware, I build and support all of the PC\'s used by myself and my family. I also have an interest in IT surveillance, having designed and built several IP camera monitoring solutions for both my home and other businesses. PC gamer in my spare time. 20+ years IT customer service experience supporting all versions of Windows, Office, and Exchange server.
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