Melanie Gilbert

Sr Support Planner @Microsoft

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