Project Manager Customer Support

DON GARCIA

Gig Harbor, WA • 253-***-**** • *********@*********.***

DRIVEN SENIOR PROJECT MANAGER

Change Specialist • Communications Coordinator • CMO Team Lead • Development Manager

CRM Implementations • Enterprise Migrations • Continuous Improvement • Issue Resolution

Enhanced Collaborations • Optimized Processes • Standardized Workflows • Raised Satisfaction

Cultivated Relationships • Executed Strategies • Strengthened Governance • Led Global Teams

WORK EXPERIENCE

Microsoft 2015 - present

Project Manager - Commercial Accounts Save & Retention Team 2022 - present

●Developed training materials to empower employees on new system utilization.

●Enhanced internal communications to guide seamless information flows across teams.

●Streamlined change management to successfully migrate agents to the new CRM.

●Optimized reporting to influence data-driven decisions and improve efficiency.

Project Manager - Microsoft Lifecycle Team 2021 - 2022

●Streamlined Lifecycle2Go workflows to reinforce project manager tool support.

●Aligned cross-functional policies by fostering collaboration, encouraging open communication, and promoting a supportive environment for ideas.

●Designed a document management workstream for accessible End of Support resources.

●Pioneered accessible content creation for diverse users to improve inclusivity.

●Accelerated communications through monthly newsletters and timely Docs.com updates.

●Spearheaded End of Support initiatives in tandem with Product Group V-teams.

●Strengthened governance through EOS Framework updates and committee administration.

●Maintained SharePoint team sites and content to promote seamless collaboration.

CMO Team Lead 2017 - 2020

●Fostered partnerships to optimize migration outcomes.

●Delivered migration projects on time and within budget, exceeding satisfaction benchmarks.

●Compiled concise progress reports and dashboards for stakeholders.

●Resolved migration challenges in collaboration with cross-functional teams.

●Optimized issue resolution across Global Engineering teams.

Customer Support Team Lead 2015 - 2017

●Orchestrated global Tier 1 and Tier 2 Support teams in 5 countries.

●Surpassed NSAT (customer satisfaction) goals by attaining record-breaking scores across multiple Microsoft products, including Windows, Surface, and Office Support teams.

●Designed new member onboarding and training programs, emphasizing essential skills, cultures, and department knowledge to guide seamless integrations.

●Boosted program efficiency and user satisfaction by leading support analysis and planning.

●Lowered reporting time from 7 to 1 day after streamlining CRM capabilities.

●Reduced support cases and costs by empowering leaders to improve engineering and courses.

Starbucks 2013 - 2015

Senior Project Manager

●Analyzed, determined, and procured optimal hardware and collaboration solutions for 8,000 retail stores, fulfilling their unique needs.

●Orchestrated IT collaboration and promoted SharePoint adoption among non-retail staff.

●Led cross-group teams for retail store beta testing solutions.

Microsoft 2008 - 2012

Team Lead, Field Operations 2011 - 2012

●Exceeded reporting expectations by delivering accurate, comprehensive, and engaging results.

●Galvanized marketing and communications.

●Improved incident routing by enhancing efficiency and optimizing resource allocation.

●Facilitated organization-targeted blogs and MarComms materials to boost the end-user base.

●Leveraged CRM development to increase stakeholder engagement throughout transitions.

●Engineered a comprehensive database of researched articles and informative FAQs.

●Augmented NSAT through quality adjustments that enabled significant improvements.

●Simplified CRM development for the Field Operations SharePoint implementation.

●Visualized comprehensive solutions with UAT and personalization.

●Constructed marketing strategies for Calendar Center retirement.

PMO, Field IT 2008 - 2010

●Executed the SharePoint 2003 and 2007 retirement, guiding smooth transitions.

●Pioneered internal group planning and execution strategies.

●Mobilized collaboration among SharePoint, IT, taxonomy, committees, and vendors.

Tuxedo Technologies 2006 - 2008

Product Manager/Release Manager

●Led a skilled vendor team to open communication, collaboration, and deadline achievement.

●Empowered global sales and marketing subsidiaries through effective training.

●Spearheaded UAT management by coordinating cross-functional teams.

●Directed efficient, effective pre-baseline deliverables.

●Designed comprehensive training materials for interdisciplinary topics and skills.

●Implemented a concise Partner Recruitment Tracker for MBS IT.

Prior Experience: Microsoft, Program Manager - Business Transformation Group, Project Manager - Microsoft OEM Finance, Senior PM - Global Networking Solutions; Analysts International, Senior Project Manager; Active View, CEO/Founder

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