Manager Support

SONJA J. GARCIA

***********@*******.***

www.linkedin.com/in/SONJAGA/ Mobile: 214-***-****

I am well versed developing distributed team environment, cross group collaborator, excellent communicator, organized and creative solution provider with the proven ability to deliver results. I have a diverse background in Information Technology, having worked in leadership, people management in software support and services, training and knowledge management, global outsourcing, business process management, and management of numerous programs and projects from call center to software release. I am customer focused and always striving to deliver exceptional solutions and user experiences. I am well versed in remote management, productive virtual officing and cross group distributed teaming.

Work History

Worldwide Professional Services & Sales Microsoft 2008-2016

Consulting & Support Practice Management

I ran account management and sales activities, delivering services to a variety of multimillion-dollar customer account portfolios. Attaining profitable margins, healthy operational business and revenue growth, supported by contract sales/annuity renewals, through customer value driven delivery. With a focus on growth driven by people leadership, transforming business and cloud service offerings, and driving upgrades for existing customers while growing customer value and predicting and mitigating global and local (environmental disruption).

Through my consultants, we provided technical services for integrated product support focused on go to market deliverables, sustaining service, using Microsoft development tools with Visual Studio, .Net framework, C++ and web-based development for Enterprise level product development. I became accountable for staff delivering Azure cloud-based utilization services as Microsoft grew into the cloud consumption space. I collaborated directly with the customers on planning based on needs, gaps and their customer end goals through service delivery plans, to ensure services were aligned to mutual goals.

My diversity in accounts includes direct Microsoft compete customer accounts, partner and enterprise customers (with a portfolio of over 60 accounts). Key performance indicators include maintaining high level of customer satisfaction 90% VSAT, contract renewal rates, contract services utilization, product adoption, and employee health and wellness across distributed teams.

Global Customer Services & Sales MICROSOFT 2002-2008

Global Service Delivery Manager / Global Program Release Manager

As Global Delivery Manager I built distributed teams of resources in US, LATAM and EMEA based technical support engineers to fill an inconsistent product support experience in enterprise level critical situational support – remote and onsite to customers. Through self-direction, this led to creating services options as added value to premier level contracting support, with consultative services and reactive support. This led to additional growth in services sales and improved customer satisfaction.

In addition to direct people management I continued my role collaborating with Product Teams focused on internet-based software batch release for integrated Microsoft Solution Offerings and direct customer relationship to partner in release of fast paced solutions. As the Program Release Manager, I contributed to the go to market release goals, user interface testing and customer adoption, gathered customer requirements and managed the customer experience and feedback and readiness loop.

Customer Support and Services MICROSOFT 1995-2001

Technical Support Program Manager and Team Manager

I delivered technical support as Support Professional handling inbound technical support calls. I was promoted to manage technical readiness of support staff; implementation and training for Windows 9x Support and Delivery, which grew to include change management, readiness and process release of multiple Microsoft global software releases after Windows 95, i.e.: Windows operating systems and MS Office suite products. I built program that collected support incident trends through monitoring and customer feedback and created and feedback loop to the product teams, support engineering with the KPI focus delivering exemplary customer satisfaction.

Promoted to Team Manager direct people management of Microsoft Support Engineers, responsible for operational excellence, people development and performance management.

Those duties expanded to managing Outsource Domestic Support, vetting outsourcing call center agencies, develop operational management guidelines, and training. Developing outsource performance criteria, metrics and leading business reviews with a focus on success, areas of improvement and growth strategies. I led building out new call center assets with COPC call certification standards for operational efficiency supporting Microsoft inbound product support center needs.

Education & Certifications

University of Texas at El Paso Bachelor of Arts Business Administration and Management

Southern Methodist University Humanities and ESOL One Year Continuing Education Program

MSI Certified – Agile Software Management

SDLC Software Development Lifecycle Certification

Pitch Perfect – Selling Certfied Coach

Leading for Impact and Influence, Strategic Negotiations

Customer Operation Performance Center (COPC)

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