Richard Usher

Principal Engineer - Modern Workplace Support Business Unit @Microsoft

Reading, GB

EMEA MW LT Primary responsibility for Escalations - handling Major customer and Exec escalations. Developed response framework to handle tiered escalation response for Escalations. Provided first response and early root cause for major escalations from Microsoft Execs. Led continued focus for Major turnaround customers in EMEA, in Energy, Pharma, Financial and Telco industry verticals.Teams Principal Escalation - Regional Escalation Engineer responsible for continued progress and health of Teams and wider Modern Work technologies. Supporting customers and Engineering Groups to drive high quality, rapid outcomes.Gold Award Winner 2024 - Crisis Management of Distressed CustomersCrisis Manager - Petya\\Wannacry Malware Response. Restructured 6 floundering regional teams to single EMEA Team of 55 Engineers to respond to crisis of Petya\\Wannacry Malware outbreak.Implemented Critical Situation response teams and Subject Matter Expert groups to handle timely response on 100%+ surge in Case Volume, implementing Technical Triages and comprehensive Mentor Scheme.Designed, built and operated a pre-sales technical assist program on zero budget, responsible for influencing $2.9billion revenue of Microsoft products, services and devices over 8 years.

Humberside Polytechnic

Bachelor's Degree

Oxford Brookes University

Master of Business Administration (M.B.A.)