My name is Geoffrey Owen, and I'm a junior studying Business Administration (with an IT Management Major) at Western Governors University as well as a Customer Success professional and freelance writer on how technology and ADD interact.
I would love to talk with you! Book a 30-min meeting to discuss how I can help you.
I am tremendously interested in Customer Success Roles with growing companies. I am confident my education, desire, and experience positions me as a perfect candidate for CSM roles in any industry. Being a tech savvy professional who has excellent interpersonal skills, I am certain I would make a valuable addition to your organization.
With more than 10 years experience operating, selling, and supporting Microsoft technology products and services, I am adept in customer-relationship management, identifying value-added services, establishing win-win agreements, and aligning products to business needs. With this background, I am well-experienced in engaging new clients, negotiating services, and giving presentations to prospective customers. Moreover, while my on-the-job experience has afforded me a well-rounded technical skill set, I excel at:
• Coordinating creative development with customers and partners.
• Supporting clients 24/7 to ensure all needs are met.
• Overseeing simultaneous projects and responding to changing requirements.
• Communicating with individuals and groups.
As a previous Customer Success Account Manager for Microsoft Corporation, I have experience working with multiple customers and projects at once. It was my job to make sure I developed strong relationships with my customers and coworkers, ensuring I understood their needs and was able to offer unique and innovative solutions to their problems.
In addition to my experience and personal qualities, I have a solid educational foundation and a passion for professional and personal growth. I am extremely enthusiastic about Cloud-First initiatives and would welcome the opportunity to contribute to your profitability, delivery, and support of your services.
Please review the following resume and supporting documents and industry certification courses scheduled to prepare and better execute the responsibilities of a Customer Success Manager.
Thank you for your time. I look forward to discussing this further at an interview.
Please note the list below will be transformed into a Skills Matrix, including interest and level of competency. If you have any recommendations or templates for creating a personal skills matrix, please message me at firstname.lastname@example.org, otherwise I'll use the digital skills inventory on the right >>
Start date: September 1st, 2018.
Expected graduation date: 2023 or earlier.
Key Subject Areas
Information technology and business management courses include:
WGU’s online business information technology management degree program includes coursework in key areas like management and leadership, business, networks and security, and information systems management.
These information and technology skills will be vital in helping Geoff mesh important business and IT strategies to help organizations thoughtfully utilize technology.
The Bachelor of Science in Business Administration with a Major in
Information Technology Management is a competency-based program
that prepares graduates for careers in a variety of businesses involving
the management of information technology resources and information
Graduates with a major in Information
Technology Management will combine a set of general business
competencies with a set of in-depth competencies from the field of ITM.
These competencies align with a variety of positions such as IT project
manager, director of customer service, data center manager, or
Customer Success Account Manager
Sep 2019 - Nov 2021
Short summary: Responsible for driving digital transformation outcomes for 13+ Microsoft Enterprise and SMB customers delivering over 1M in yearly revenue.
I managed the delivery of proactive/reactive programs to augment brand loyalty, improve organizational trust, and deliver exceptional value, while strategically positioned as the customer's advocate and voice within Microsoft.
● Accountable for managing Portfolio Delivery planning and execution within customer agreements. Prioritized and executed programs that drove supportability, consumption, and operational health, to generate 10% increase in renewal growth during a global recession.
● Team leader for using marketing resources to gain customer insight – orchestrated exposure to 13 Customer Success Account Managers, generating leads and insights to fill service pipeline gaps.
● Reduced average monthly support incident rate by 35% for 2 high volume customers by leading collaborative ITIL problem and incident management workshops with Support Engineers and Incident Managers.
Click here to review a top level overview of the CSAM role at Microsoft.
Senior Support Engineer
April 2019 - September 2019
Short Summary: Responsible for providing communications and infrastructure services to small office customers in the Seattle area.
I provided proactive support to embedded IT infrastructure and systems, delivered remediation services, managed disaster recovery, and oversaw service delivery planning for 30+ clients, 10+ Windows servers, 100+ workstations, and 100+ users to achieve set performance goals and ensure seamless technical operations.
● Consulted with small business partners regarding their IT needs and acted as a sales and training liaison.
● Collected customer feedback to maximize effectiveness, improve service response times, and inform overall business strategy.
IT/Mobile Support Technician II
August 2018 - April 2019
The IT Support Specialist - Mobile is responsible for providing high quality customer service and technical support to all IT users for their mobile technology. This position requires the delivery of support up to a Tier 2 level to users both in person as well as on the phone, and through other appropriate technologies as needed. This role is responsible for providing both client support and vendor oversight for the foundations mobile device program including but not limited to billing, inventory, procurement and documentation. Responsible for collaborative feature-level planning and execution for mobile technology projects.
● Exerted director-level influence within a matrixed organization to mitigate a key organizational risk by developing new requirements to address a potential loss of $1M worth of hardware assets.
● Collaborated with 4 different teams including engineering and UX to develop and release mobile service features.
• Provide excellent customer service, via phone and in person, concerning all aspects of technology provided by the IT department, escalating as needed.
• Record all customer contacts, questions, and problems in the ticketing system including impact and priority.
• Record problem symptoms and status information in a timely fashion, and communicate internally within the IT department and externally with the customer and vendor partners through resolution
• Conduct problem determination using documented procedures and available tools.
• Initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented targets
• Provide oversight to external service providers to ensure the needs of foundation staff are being met within targeted SLA’s.
• Resolve trouble tickets as escalated by Tier 1 support
• Provide status to customers of assigned tickets
• Manage the lifecycle of mobile phone hardware and accessories including ordering, deployment, recovery, RMA and disposal.
• Provide technical project support as necessary
• Adhere to and assist in the development of Information Technology policies and procedures
Independent Advisor and Expert
October 2017 - September 2019
Remote - Profile: https://www.directly.com/in/geoffrey-o
Experts working with Directly, can apply previously gained experience and knowledge to help End-Users solve issues in a real-time chat and message channel whilst being rewarded for their efforts.
This is a come-and-go based program where Experts can answer questions based on their own experience and availability. An Expert with Directly can assist the End-User till resolution, another Expert can chime in to resolve, or the question can be forwarded to the supported organization's internal resources.
To date, over 300 questions have been answered with a 100% satisfaction rating for assigned Field(s) of Expertise:
• Microsoft Community
• Microsoft Excel
• Microsoft OneDrive
• Microsoft Outlook.com
• Microsoft Office
Migration Product Specialist and Technical Account Manager and - Sales, Operations, and Support
November 2017 - June 2018
Short Summary: Accountable for migration project support and delivering positive outcomes for Microsoft Partners and customers on the SkyKick platform.
I ensured project completion within given time and budget constraints by delivering strategic reforms. I improved alignment and product understanding by creating new features, escalating support issues, delivering status updates to internal teams/client contacts, while leveraging chat, email, and phone support queries, as well as coordinating with the engineering department.
● Responsible for researching, clarifying, and communicating end-user product requirements to the engineering and support teams, as well as the stewardship and escalation of identified product issues.
● Strengthened ability to overcome objections and motivate clients towards increased product adoption & consumption, while adhering to project SOPs & best practices.
Description and Duties
The SkyKick Support Team uses Microsoft Dynamics CRM, in addition to other technologies, to help Microsoft MSPs, CSPs, Resellers, and other Business Partners use and standardize on the SkyKick platform to migrate customers to Office 365 and back up their data in the Office 365 cloud.
• Manage & pro-actively support SMB & Enterprise migration projects (controlled via Microsoft Dynamics CRM).
• Demo/Sale Office 365 and email migration products to clients (Microsoft Partner Network).
• Onboard partners into the SkyKick migration platform, perform end-to-end training and engagement activities.
• Troubleshoot SaaS applications, Office 365 DNS entries, email connectivity, and data & email migration fidelity.
• Cohesively work with team members to share tasks and responsibilities to optimize the results of migration projects.
• Responsible for 'white glove’ technical support for partner accounts to ensure long-term business relationships.
• Provide industry-leading email and phone support to clients (MS Partners) on related email migration project issues.
• Assist with drafting and updating platform documentation and knowledgebase articles via Zendesk.
• Educate clients (MS Partners) on best practices for the use of active directory, SSO, and MFA in migration projects.
• Collaborate with the engineering department in the development of new features and functionality as well as the escalation of support issues.
Microsoft Support Engineer – Office 365 Data Protection Team Lead
January 2016 - August 2017 (Promoted)
Short Summary: Responsible for team performance and alignment with department objectives, key results, and service level agreements for 23 Support Engineers and 5 direct reports, impacting over 50,000 customer accounts.
I lead continuous performance improvement initiatives for the Office 365 Data Protection team. Through effective mentoring and coaching techniques, the team achieved a 27% increase in monthly ticket closure rate KPI, reduced time-to-resolve by 10%, and increased Net Promoter Score response rate by 15%.
● Improved quality and performance improvement transparency by collaborating with various partners and teams to re-design and re-launch the team's quality and compliance auditing capacities, resulting in a 10% increase in KPI Net Satisfaction score, after resolving issues identified during the audit process.
● Participated in a key end-to-end pilot and implementation of an expedited access security policy saving 1/hr per customer, per incident.
Duties and Responsibilities
• Managed a team of five direct-reports. Co-led a department of 28 customer relationship managers (CRM).
• Diligently trained, coached, and developed CRMs, focusing on individual growth through improving Office 365 technical knowledge, Microsoft product sales assessment & deployment techniques, and security guidelines.
• Launched a Quality Assurance (QA) Program increasing awareness of development opportunities for the leadership team to improve CRM performance. This led to an 8.7% increase of client-deliverable Net Satisfaction (NSAT) rising from 160 to the score of 182.39 (out of 200). Prior to deployment, the NSAT score was consistently less than 160.
• Transferred knowledge by running weekly soft-skills and Virtual Knowledge Base review meetings, helping the team increase the ticket closure rate by 15% (approx. 3400 to 4000 per month), and lowering time-to-resolve by 10%.
• Championed customer service and security by developing and implementing an expedited security process allowing over 50,000+ Enterprise customers access to their 24,000+ accounts, saving an average of >1 hour per customer.
• Reduced customer-initiated manager escalation emails from 50 to 2 contacts per month by creating and adding a new Leadership Team distribution list to the department’s signatures. Streamlined how customers contact the leadership team, allowing and ensuring “White Glove” 24/7 support & saving $5,000/month in operational costs.
• Organized and consolidated commonly used knowledge articles with “tribal knowledge” and created a MS OneNote package. Upon distribution, all CRMs had access to best practices, articles, and critical contact lists. As a result, the team continually met time-to-resolve SLAs set by the client, with an average TTR of <24 hours per ticket.
• Facilitated the creation of a Disaster Recovery and Business Continuity plan for a 24/7 high-volume, high-touch support environment, resulting in less than 1% support downtime for this team per year.
• Eliminated risk and costs associated to 3rd party vendor support, by co-planning and implementing a re-deployment of a Microsoft full-time-employee (FTE) team, replacing a vendor team. Training completed on-site for 3 weeks in Costa Rica in July 2017.
Microsoft Support Engineer – Office 365 Data Protection Customer Relationship Manager
January 2016 - October 2016
• Spearheaded team-wide O365 Security and Compliance training by collaborating with Microsoft FTE Senior Technical Advisors led to an increased awareness of potential Social Engineer and phishing attacks throughout the engagement, eliminating risk to the client and vendor, and reducing associated incidents to <1 per month.
• Exceeded metric goals by partnering with Senior Leadership and Microsoft Escalations teams to help the team improve their cross-team communication channel utilization. This competitive edge helped close 215 out of a goal of 160 tickets closed per month per CRM and led to an increase in team-wide national satisfaction scores by 3%.
• Enhanced productivity as a Subject Matter Expert by documenting and distributing weekly Microsoft VKB notes.
• Routinely earned top-box NSAT scores (average 95% over 200+ surveys) and shared this expertise by leading morning scrum huddles.
• Created and managed a SharePoint site storing over 500 documents, collections, lists, policies, notes, performance reviews, and training documentation.
• Specialized in world-class email, phone, & chat technical and administrative support for C-level Business & Enterprise users.
Advanced Technical Support Specialists (Tier III)
June 2014 -January 2016
• Assisted 60 team members with performance improvement plans by scheduling and directing 23 monthly meetings to collaboratively grow their knowledge of current processes, policies, and content updates, increasing average survey scores by 10% per agent.
• Consistently exceeded expectations by solving Tier I, II, III requests for consumer products/accounts & networks and closed over 12,000 requests over the course of 1.5 years, representing the top 10% of specialists in time-to-resolve and satisfaction.
• Identified and updated 53 critical support articles, helping support a successful iPhone 6 and iOS 8 AT&T launch.
• Managed Network Operations center (NOC) requests for customer information using basic networking tools in CMD – ping, tracert, ipconfig. Supplemented CMD with outside tools: Wireshark, Paessler PRTG, etc.
Geek Squad Agent – Deskside Customer/Technical Support
May 2011 - June 2014
• Researched and identified over 1,500 critical errors on consumer electronics and submitted appropriate tools and procedures requests to solve the issues identified, effectively preventing re-occurrences on affected devices.
Led team-wide effort to ensure proper soft-skills training was completed before working with on-premise customers, directly correlating to a 200% revenue increase, compared to an average revenue increase of 25% in 1,779 stores.
• Championed the customer's exit experience by purchasing, expensing and using a "Geek Squad Stamp" which was unique to the Bellevue Store. This stamp had our address, phone number, the Geek Squad motto and the link to our survey. We used it on every exit interaction and our survey responses increased by 15% month over month.
• Provided a 1&1 consultative customer-service experience and end-user technical support.
• Learned about Networking, Servers, active and proactive monitoring, virus removal and prevention, OS breakfixing, patching, technical troubleshooting, finding information, and technical documentation.
• Configured and managed networking, A/V, corporate SaaS apps, and systems troubleshooting applications in a variety of environments.
• Completed over 500 "E-Learnings" for both inside and outside of job scope through Best Buy's e-learning program.
• Sold consumer products in both Best Buy Mobile, and PCs. Geek Squad Agents can be moved around the store to support and fill positions as needed, including A/V, Cameras, and Apple products.
Amazon Fresh - Bellevue, WA
August 2010 - November 2010
Maintained a high level of performance. Balanced high productivity with superior quality. Everyday there is something to be learned. Above rate in all functions assigned. Warehouse duties include picking/packing/sorting/shipping.
Front Desk Night Supervisor
Gold's Gym - Redmond, WA
August 2008 - December 2008
Provide excellent customer service; present the Gold's Gym brand in a professional & respectful manner; know & follow Gold's Gym policies & regulations. Night Supervisor duty includes security, safety, membership verification, gym maintenance & selling products.
Macy's - Redmond, WA
June 2008 - September 2008
Exceed customer expectations based on Macy's Star employee priorities: Assortments, price simplification, improving the shopping experience, & marketing. Stay informed on fashion trends; be friendly, clean, crisp, & clear; act fair & have fun. Selling is THE priority.
United Parcel Service - Redmond, WA
May 2008 - August 2008
Load & unload packages quickly & accurately to/from trucks; make sure every package is delivered on time, to the right place, as fast & efficiently as possible; follow all safety guidelines: "Know your place, watch your step, & stay alert." Trained to advance to sorter.
Target - Redmond, WA
August 2007 - October 2007
Provide "Fast, Fun & Friendly" professional, responsive retail customer service; perform point-of-sale cashiering; electronics specialist; organize electronics department to showcase merchandise. Move back room stock to sales floor.
Mervyns - Redmond, WA
March 2006 - September 2007
Provide professional, responsive retail customer service; assist customers through merchandise location, price verification & suggestive selling; perform point-of-sale cashiering; stock & organize assigned sales floor space.
Tennis Outreach Programs – T2 Teenie Tennis - Redmond, WA
June 2005 - August 2006
Teach tennis basics to children & juniors aged 7-14 enrolled in tennis classes through Tennis Outreach & Redmond Parks & Recreation. Lead instructor 2006.
Snowboard Instructor (apprentice)
Lake Washington Snowsports Council - Redmond, WA
December 2004 - April 2005
Assist lead instructor in teaching duties.
Evergreen Junior High, Girl's Tennis
• Birth of a Salesman (The Salesman Against the World), Carson V. Heady
• Helping Customers Win: Customer Success Insights, Piyush Agrawal
• Practical Customer Success Management, Rick Adams
• The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change - Covey, Stephen R. (x10 read)
• Quiet Strength: The Principles, Practices, and Priorities of a Winning Life - Tony Dungy and Nathan Whitaker
• Elon Musk: Tesla, SpaceX, and the Quest for a Fantastic Future - Ashlee Vance
• AUDIBLE - Imagine It Forward - Beth Comstock, Tahl Raz
• AUDIBLE - The Power of Now - Eckhart Tolle
• AUDIBLE - A New Earth - Eckhart Tolle
• AUDIBLE - The 7 Habits of Highly Effective People & The 8th Habit (Special 3-Hour Abridgement) - Stephen R. Covey
• AUDIBLE - The 7 Habits of Highly Effective People - Stephen R. Covey
• AUDIBLE - Power Moves - Adam Grant
• AUDIBLE - Rich Dad Poor Dad - Robert T. Kiyosaki
• AUDIBLE - The Plant Paradox - Steven R. Gundry MD
• AUDIBLE - Hi Bob! - Bob Newhart
• AUDIBLE - Agile - Jason Bennett, Jennifer Bowen
• AUDIBLE - Speaking As a Leader - Judith Humphrey
• Crossing the Chasm - Geoffrey A. Moore
• The Motley Fool Investment Guide: Third Edition: How the Fools Beat Wall Street's Wise Men and How You Can Too - by Tom Gardner and David Gardner
• AUDBILE - Woo, Wow, and Win - Thomas A. Stewart, Patricia O'Connell
• AUDIBLE - Imagine It Forward - Beth Comstock, Tahl Raz
• Crucial Conversations: Tools for Talking When Stakes Are High - Kerry Patterson , Joseph Grenny
• The Checklist Manifesto: How to Get Things Right , Gawande, Atul
• The Scrum Guide, November 2017 update: http://scrumguides.org/docs/scrumguide/v2017/2017-Scrum-Guide-US.pdf#zoom=100
• The First 90 Days: Critical Success Strategies for New Leaders at All Levels - Michael Watkins
• AUDIBLE - The Laws of Human Nature - Robert Greene
• A Guide to the Project Management Body of Knowledge (PMBOK® Guide)–Sixth Edition - Project Management Institute
• Starting a Business QuickStart Guide: The Simplified Beginner’s Guide to Launching a Successful Small Business, Turning Your Vision into Reality, and Achieving Your Entrepreneurial Dream - Colwell PhD MBA, Ken
Jones, Donald W.
• Scrum origins: The Harvard Business Review paper that originally used “Scrum" as an analogy for self-organizing team ingenuity:
• Agile Forecasting and Agile Contracts
Macro Measurements (forecasting for agile development): http://scrumreferencecard.com/MacroMeasurementWhitepaper.pdf
• Agile Contracts: The Evolutionary Contract Model (Scrum Gathering London 2011 presentation by Susan Atkinson): https://www.agileconference.org/wp-content/uploads/2011/06/The-Evolutionary-Contract-Model.pdf
Making Scrum Stick in Regulated Industries (Agile Agile 2013 presentation by Laszlo Szalvay and Pat Reed.) Pat Reed is working to promote updates to Generally Accepted Accounting Practices (GAAP) to recognize & accommodate agile development approaches.
• Continuous Design/Integration/Emergent Architecture & Design
A short continuous design/emergent design/emergent architecture paper is here: http://www.martinfowler.com/ieeeSoftware/continuousDesign.pdf
Continuous Integration is discussed here: http://martinfowler.com/articles/continuousIntegration.html
• Refactoring: Improving The Design of Existing Code, Martin Fowler, 1999
• Craig Larman (of Scaling Lean & Agile Development fame) on Emergent Architecture & Design: http://www.less.works/less/technical-excellence/architecture-design.html
• UX Design and Scrum - Where does UX Design fit with Scrum? http://blogs.collab.net/agile/is-ui-work-or-requirements#.Vg6E5Ka4AZg
• Large-Scale Scrum - www.less.works
• Flow: The Psychology of Optimal Experience, Mihaly Csikszentmihalyi, 1990
• Slack: Getting Past Burnout, Busywork, and the Myth of Total Efficiency, Tom DeMarco, 2001
• Group Genius: The Creative Power of Collaboration, Keith Sawyer, 2007
• Agile Retrospectives: Making Good Teams Great, Derby/Larsen, 2006
• Dan Pink's TED Talk in 2009 summarizing his arguments he later published in his 2011 book, Drive: The Surprising Truth About What Motivates Us: https://www.youtube.com/watch?v=rrkrvAUbU9Y
Agile Product Development
• Scaling Lean & Agile Development, Craig Larman and Bas Vodde, 2008
• Extreme Programming Explained, Kent Beck, 2000
• Test Driven Development: By Example, Kent Beck, 2003
• Working Effectively with Legacy Code, Michael Feathers, 2004
Evidence that Performance Reviews, Incentive Pay, and other typical HR practices may harm your business
• What HR Doesn’t Know About Scrum: http://scrumreferencecard.com/WhatHRDoesntKnowAboutScrum_BetterSoftwareMagazine.pdf
• Punished by Rewards: The Trouble with Gold Stars, Incentive Plans, A's, Praise, and Other Bribes, Kohn, 1993
• Abolishing Performance Appraisals: Why They Backfire and What To Do Instead, Coens/Jenkins, 2000
• Popular Personality Test MTBI may not yet be able to support the claims its promoters make:
Antipatterns: Behaviors to Avoid!
• Mini-waterfalls within or across Sprints: The Staggered Iterative Waterfall, parts 1 and 2
• Product Owner as glorified BA and other proxies