Nick Stark
- Role
- Support Escalation Engineer at Microsoft
- Location
- Redmond, WA, US
- LinkedIn followers
- 500 followers
About Nick Stark
Seasoned technical support and program management professional with over 20 years of…
Experience
Support Escalation Engineer
May 2021 — Present
Responsible for the customer support experience with Microsoft\\\\n•Own, troubleshoot and solve long-running or complex customer technical issues through consistent application of case management standards (e.g, first quality response, swarming, case documentation, customer expectation mgmt, etc.) and if needed, engagement with Product/Engineering teams\\\\n•Identify cases that require escalation (either technically or strategically) and assure correct stakeholder(s) are engaged in a timely manner using established processes\\\\n•Create and maintain incident management requests to product group/engineering group\\\\n•Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience\\\\n•Provide ramp activities, knowledge sharing, technical coaching and mentoring\\\\n•Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)\\\\n•Lead or participate in building communities with peer delivery roles; may be workload or specialty specific\\\\n•Leverage the latest appropriate tools and available insights to educate and empower customers to self-help and deflect future cases\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n
Education
Coding Dojo
Full Stack Software Developer In Training
2017 — 2017
California State University, Northridge
General Studies
1998 — 2000
ITT Technical Institute - Spokane
AAS, Information Technology - Computer Network Systems
2000 — 2002
Skills
- Google Docs
- Voip
- Information Technology
- Coaching
- Project Planning
- Social Networking
- Team Leadership
- Software
- Team Building
- Leadership
- Training
- Technical Support
- Microsoft Office
- Customer Satisfaction
- Management
- Marketing
- Access
- Active Directory
- Account Management
- Call Centers
- Sales Operations
- Windows
- Telecommunications
- Networking
- Google Analytics
- Microsoft Excel
- Public Speaking
- Customer Service
- Virtualization
- Gmail
- Troubleshooting
- Time Management
- Sales Management
- Sales
- Hardware
- Call Center
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