Craig McMillen

About Craig McMillen

25 years Microsoft experience in online services with roles spanning disciplines of Test, service operations, service engineering, technical program management, and customer engineering support. Online service engineering experience in authentication, ecommerce/billing, Azure cloud technologies, and cloud support engineering services. Manager of disciplines covering architects, development, test, data science, service engineering & operations, escalation engineers.

Experience

1. Sr Director

   Microsoft

   Mar 2023 — Present · Redmond, WA, US

   Leading the experimentation and incubation efforts across Microsoft’s Customer Service and Support (CSS) organization. My focus is on driving applied innovation using AI, integrating emerging technologies, and developing transformative strategies to redefine the customer support experience. Key responsibilities include- Designing and implementing experimentation initiatives to test and scale innovative solutions- Incubating new technologies and processes to enhance service delivery and operational efficiency- Collaborating with cross-functional teams to align innovation efforts with Microsoft’s strategic goals- Leveraging data-driven insights to optimize performance and ensure continuous improvement in customer support operations. This role allows me to shape the future of customer service at Microsoft by combining cutting-edge technology with strategic vision to empower customers and deliver exceptional support experiences.

Education

• University of Washington

  BA, GIS - Geographic Information Systems

  1994 — 1996

Skills

• Microsoft Technologies
• Architecture
• Verilog
• Software Development
• Application-Specific Integrated Circuits (Asic)
• Integration
• Internet Information Services (Iis)
• Windows Server
• Very-Large-Scale Integration (Vlsi)
• Architectures
• Scalability
• Networking
• Microprocessors
• Ic
• Disaster Recovery
• Project Management
• Iis
• Hardware Architecture
• Cloud Computing
• Agile Methodologies
• Asic
• Computer Architecture
• Enterprise Software
• Enterprise Architecture
• Distributed Systems
• Software Documentation
• System on a Chip (Soc)
• Vlsi
• Data Center
• Microsoft Azure
• Processors
• Software Project Management
• System Deployment
• Integrated Circuits (Ic)
• Servers
• Engineering Management
• Soc
• Testing
• Debugging
• Program Management