Melanie Gilbert

Sr Support Planner at Microsoft

Role: Sr Support Planner at Microsoft
Location: Fargo, ND, US
LinkedIn followers: 500 followers

OperationsView LinkedIn profile

About Melanie Gilbert

Of my 20 years IT ops/project management experience, I have 14 years experience specific…

Experience

Sr Support Planner
Microsoft
Aug 2021 — Present · US
Ensure a high degree of readiness when onboarding new Microsoft offerings to the customer support organization for the Developer Tools portfolio (on-prem, cloud and Azure). • Develop individualized support strategies and plans• Define the customer and support engineer experience• Create process flows, procedures, and training materials• Identify support boundaries and engage appropriate teams• Analyze projected case volume to deliver staffing forecasts and costs• Produce impact or gap analysis for operational and tactical changes• Lead cross-functional teams in all of the aboveThis is an interoperable role that regularly engages with world-wide support delivery leadership, finance, resource management, tools, marketing, and product engineering to:• Generate clarity • Eliminate inefficiencies • Drive consistency and scalability

Skills

Enterprise Software
Enterprise Architecture
Budgets
Business Development
Agile Project Management
Saas
Process Improvement
Project Management
Proposal Writing
Customer Relations
Documentation
Training
Software Documentation
User Stories
Requirements Management
Technical Writing
SEO
Business Analysis
Mentoring
Strategy
Software Development
Scrum
Team Leadership
Agile
Technology Witch
Program Management
Account Management
Business Requirements
Scheduling
Email Marketing
Customer Service
Software Project Management
Crm
Business Process Improvement
Cross-Functional Team Leadership
Marketing Strategy
Requirements Gathering
Leadership
Agile Methodologies
Management

Contact information

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Work email
•••••@microsoft.com
Personal email
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Current company

Microsoft

Software Development · 10K employees · 1 Microsoft Way, Redmond, Washington, 98052, US

Every company has a mission. What's ours? To empower every person and every organization to achieve more. We believe technology can and should be a force for good and that meaningful innovation contributes to a brighter world in the future and today. Our culture doesn’t just encourage curiosity; it embraces it. Each day we make progress together by showing up as our authentic selves. We show up with a learn-it-all mentality. We show up cheering on others, knowing their success doesn't diminish our own. We show up every day open to learning our own biases, changing our behavior, and inviting in differences. Because impact matters. Microsoft operates in 190 countries and is made up of approximately 228,000 passionate employees worldwide.

microsoft.com

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