Luis Lara
I help technical support teams manage and resolve complex technical issues efficiently so they can achieve higher customer satisfaction and operational excellence.
- Role
- Support Engineering Manager at Microsoft
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Luis Lara
I am passionate about leading people to find their potential by understanding business opportunities and creating strategies to optimize solutions that help companies build customer loyalty.
Experience
Support Engineering Manager
Aug 2014 — Present · Redmond, WA, US
I build and lead a high performing team of support engineers and Technical Advisors by nurturing the Microsoft culture in the team by fulfilling the Model, Coach and Care management principles.• Manage the implementation of the vertical model by grouping technical scenarios. As a result, support operations achieved an efficient model for staffing, onboarding, readiness, and product feedback. • Directly involved in efforts to measure and drive operational excellence by driving the automation of the identification of anomalies for incident volume and responsiveness, these efforts contributed to the creation and improvement of operational procedures and helping to develop get to green plans, by reducing the manual effort for anomaly identification. • Lead the group of Service TA to ensure consistent execution of readiness, and content. Service TA supplies volume driver analysis, quality of service results, and quality actionable feedback to engineering teams. • Work as a lead to drive global initiatives to achieve consistency in execution of the distinct roles within the Azure Core teams, such as TA Standardization, Service TA Role and lately landing the SEE title in VM POD. • Contribute to multiple initiatives to improve response and resolution times for support incidents, including the creation of the Azure VM Rangers, and Windows on Azure teams. • Leverage Change Management framework to improve adoption of change to ensure the new models are adopted use by support engineers. • Work as a Customer Aligned Manager (CAM) for two strategic accounts. I partnered with the support v-teams to improve the Reactive Support Health. Both accounts upgraded their support agreements and reduced the number of executive escalations.
Education
Universidad Nacional Autónoma de México
Bachelor of Engineering (2, Electrical and Electronics Engineering
1987 — 1989
University of San Diego
Master's degree, Cybersecurity Operations and Leadership
University of Washington
Certificate in Data Analytics: Techniques for Decision Making
2019 — 2020
The University of Dallas
Master of Business Administration (M.B.A.), Cybersecurity
2010 — 2014
University of Phoenix
BS, Business Management
2002 — 2004
Skills
- Operations Management
- Itil
- Program Management
- Service Delivery
- Technical Support
- Global Delivery
- Vendor Management
- Technical Hiring
- Project Management
- Business Process Improvement
- Cloud Computing
- IT Service Management
- Cross-Functional Team Leadership
- Change Management
- Team Leadership
- Strategy
- Management
- Customer Satisfaction
- New Business Development
- Outsourcing
- Leadership
- Security
- Enterprise Software
- Process Improvement
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