Lauren Davis

Azure Cxp Government Cloud Customer Engineer @Microsoft

Azure CXP Government Cloud Engineers (ACE), serve as primary engineers accountable for the timely resolution of any Azure Cloud problems for gov customers. We drive and implement resolution of complex critical technical problems, and support key customer projects on Azure. On this new team, we serve as support engineers, customer liaisons, program managers, and most importantly Azure cloud experts providing on-the-go guidance to optimize customers\' environments. Proactive Customer Engagement – Understand and support their key solutions, workloads, and priorities on Azure including regular engagement on trend analysis, proactive monitoring, and event planning. Strategic Project Execution – Own project-level Azure issues and actively drive them towards resolution whilst ensuring support and engineering readiness for key milestones. Own and manage problem, resolution, end to end. We serve as program managers, proactively addressing and optimizing the support engineer troubleshooting protocols and practices. Critical Problem Resolution – Lead Azure Support to drive fast mitigation of issues impacting critical workloads and provide timely communication in a 24x7x365 global environment. RCA Ownership – Own and drive the timely delivery of quality root cause analysis (RCA) to prevent future occurrence of reported issues. Diversity & Inclusion Leader Accomplishments: • Resolving over 100 technical cases related to Microsoft Azure Cloud (IaaS & PaaS). • Creating and managing supportability/process improvement DevOps/ Compute/Identity cases • Successfully mentoring and providing technical guidance to team of 10 governemnt engineers. • Achieving 5/5 Customer Satisfactory Reviews • Creating & leading projects to improve engineer troubleshooting experiences (I.e. creating new templates for case closures, follow ups, quality recoveries, and technical guidance to help my colleagues to their jobs even better)