Jason A. Weum
- Role
- Director Supportability (Sharepoint Onedrive Office Teams Skype) at Microsoft
- Location
- Fargo, ND, US
- LinkedIn followers
- 500 followers
About Jason A. Weum
Strong leader with 22 years of experience in Information Technology focused on…
Experience
Director Supportability (Sharepoint Onedrive Office Teams Skype)
Jan 2017 — Present
Create a world class customer support experience that reduces a customer\'s need to contact support through self help, proactive diagnostics, and product improvements.* Lead a product support organization of 60 made up of supportablity program managers and embedded escalation engineers focused on SharePoint Online, OneDrive for Business, Office Commercial, Teams and Skype for Business (manager of managers role).* Implementing an agile project life cycle taking delivery timelines from months down to two weeks.* Create a Product Support strategy that leverages the strenghts of both previously siloed teams (SPM & against a common set of goals for greater impact.* Adopt new technology (machine learning & AI) to create enhanced support self help scenarios that learn from prior support cases and provide targeted insights to customers.* Implement a next generation diagnostic platform that can be used by internal agents as well as customers to determine and resolve issues within Microsoft online services within seconds.* Driving a joint strategy with engineering to reduce incidents per million egaged users by 15% for customers through self help, inline diagnostics, chatbots, and product improvements.
Education
Minnesota State Moorhead
BS, Computer Information Systems, Mathematics
Skills
- Microsoft Sql Server
- Cross-Functional Team Leadership
- IT Strategy
- Cloud Computing
- Software Development
- Scrum
- Enterprise Architecture
- Web Services
- Business Intelligence
- Requirements Analysis
- Itil
- C#
- Agile Methodologies
- Business Analysis
- Enterprise Software
- Sharepoint
- .net
- IT Service Management
- Engineering Leadership
- Software Project Management
- Microsoft Dynamics
- Team Management
- Microsoft Crm
- Program Management
- Solution Architecture
- Windows Azure
- Saas
- Integration
- Sdlc
- Project Management
- Team Leadership
- Agile Project Management
- Sql
- Visual Studio
- Databases
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