Summary
Overview
Work History
Education
Skills
Timeline
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Adrian Perez

Watauga

Summary

Dynamic Developer Support Engineer at Microsoft with a proven track record in enhancing product usability and reducing escalations, saving the company $45 million. Skilled in problem-solving and effective communication, I foster collaboration across teams, mentor junior staff, and implement efficient processes that drive customer satisfaction and operational excellence.

Technical support professional prepared for role with proven history of resolving software issues and enhancing user experience. Known for reliability, adaptability, and collaborative approach, ensuring seamless team integration and project success. Demonstrates proficiency in debugging, scripting, and user communication.

Overview

12
12
years of professional experience

Work History

Developer Support Engineer (Subject Matter Expert)

Microsoft
04.2017 - Current
  • Enhanced product usability by identifying and resolving software bugs in a timely manner.
  • Conducted root cause analysis of recurring issues, leading to targeted improvements in product functionality.
  • Contributed to product updates by providing detailed feedback on user needs based on support interactions.
  • Streamlined case management by developing efficient tracking systems for bug reports and feature requests.
  • Delivered exceptional customer service by maintaining strong communication with clients throughout the issue resolution process.
  • Served as liaison between developers and clients, facilitating clear communication of technical concepts to non-technical audiences.
  • Improved customer satisfaction through prompt and effective troubleshooting of technical issues.
  • Mentored junior support engineers, fostering professional growth and boosting team productivity.

Escalation Policy Intake Compliance (Lead Liaison)

Microsoft
08.2016 - 04.2017
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • In charge of Call Centers Tier 1 Teams to Reduce Volume at a Tier 3 Level

Intake Quality (Lead Supervisor)

Microsoft
02.2015 - 08.2016
  • Worked effectively in fast-paced environments.
  • Worked with Call Centers to reduce Invalid Escalations.
  • Lead (Supervisor) Maintained Team day to day responsibilities.
  • Reduced Volume for Invalid Escalations saving Microsoft 45 Million dollars for the Fiscal Year.
  • Reduced customer complaints by identifying areas for improvement and initiating corrective actions.
  • Collaborated with cross-functional teams to address root causes of quality issues, resulting in improved processes and products.

Escalation Engineer (Xbox) (Trainer)

Microsoft
07.2013 - 02.2015
  • Provided exceptional customer service while resolving difficult situations diplomatically, maintaining client loyalty during challenging circumstances.
  • Streamlined communication between support teams, resulting in improved collaboration and faster resolution times.
  • Mentored junior engineers, improving their problem-solving abilities and overall productivity.
  • Analyzed trends in escalations data to identify recurring issues and initiate preventative measures.
  • Developed troubleshooting guides for the team to efficiently diagnose and resolve complex technical problems.
  • Led cross-functional teams to address critical system outages, minimizing downtime and customer impact.
  • Assisted in hiring new escalation engineers, contributing to building a strong talent pool within the organization.
  • Collaborated with product development teams to provide feedback on software bugs and potential improvements.
  • Championed a culture of continuous improvement within the team, leading process optimization initiatives that increased efficiency levels.
  • Served as a subject matter expert in key technology areas, providing guidance and expertise to colleagues and clients alike.
  • Reduced average response time for escalated cases by implementing efficient case management processes.

Education

High School Diploma -

Fossil Ridge High School
Fort Worth, TX
05-2004

Skills

  • Customer support
  • Teamwork
  • Problem-solving
  • Teamwork and collaboration
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Reliability
  • Excellent communication
  • Effective communication
  • Adaptability and flexibility
  • Creative problem solving
  • Security protocols
  • Incident management

Timeline

Developer Support Engineer (Subject Matter Expert)

Microsoft
04.2017 - Current

Escalation Policy Intake Compliance (Lead Liaison)

Microsoft
08.2016 - 04.2017

Intake Quality (Lead Supervisor)

Microsoft
02.2015 - 08.2016

Escalation Engineer (Xbox) (Trainer)

Microsoft
07.2013 - 02.2015

High School Diploma -

Fossil Ridge High School

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Adrian Perez