Fernando Rivera
- Role
- Sr Escalations Engineer at Microsoft
- Location
- Tampa, FL, US
- LinkedIn followers
- 500 followers
Experience
Sr Escalations Engineer
Feb 2022 — Present · Tampa, FL, US
Responsible for building and/or driving Modern Work service enablement, building on our product\'s business value, and guiding in deployments of Modern Work use cases across all Microsoft 365 services. Deliver consultative engagements and deployment guidance across the Microsoft 365 suite of products and solutions. Work in highly complex politically charged and financially important cases through collaboration and conflict resolution skills and act as a key collaboration point for support teams. Partner with Modern Work Architects to deliver content employee engagement business value conversations with targeted M365 customers to gauge and harness business intent and readiness for new or expanding Modern Work solutions. Serve as a Subject Matter Expert(SME) for assigned technology/solution. Triage and help resolve issues gathered from customer feedback related to continuous improvement scenarios related to features, tools, and processes. Partner with Modern Work Architects and subject matter experts to drive resolutions to escalated cases from the field. Partner with government customers to adapt their employee engagement strategies with Microsoft 365 solutions and tools. Provide ramp activities for junior engineers, knowledge sharing, technical coaching, and mentoring. Drive process, tool, service delivery, and solution improvements that enable effective troubleshooting and remediation (incl. Diagnostics). Work alongside Serviceability and engineering teams as trusted advisor to improve incident resolution or service deficiency. Manage engagement with Product Engineering for support-raised escalations. Responsible for investigating and solving critical, complex, and highly technical issues using mostly code-level techniques - like trace and source code analysis, debugging tools, reverse engineering techniques and other sophisticated diagnostic tools.
Education
Colorado Technical University
Bachelor of Business Administration (BBA), Project Management, 3.0
2008 — 2012
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