Diana Smith

Lead three teams (115 Engineers) over in India to support Microsoft MDE Solution.

Currently working on Senior Leadership Technical Program here at Microsoft.

Data Handling Champ here at Microsoft.

Helped to organize and clarify direction that team is going in.

Performed case reviews and dissat reports to better understand insights to make action plans to help effectively improve on our csat.

Also managed team of 7 Jr. PTAs that helped support 115 Engineers in India.

Worked with Product Group to help improve product and discuss bugs and workarounds for Microsoft Customers.

• Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
• Set up hardware and software in optimal configurations to meet network performance requirements.
• Monitored network hardware operations to evaluate proper configuration.
• Diagnosed and executed resolution for network and server issues.
• Performed network security design and integration duties.
• Investigated and corrected problems with printers, copiers and other peripheral devices.

• Generated reports covering details about data, system operation and error monitoring.
• Complied with data entry quotients to support time-sensitive project input milestones.
• Maintained spreadsheets of operational data across multiple systems while preserving exceptional data accuracy.
• Changed and replaced backup tapes regularly and performed detailed server backups.
• Cross-checked data backups to verify integrity and consistency of duplication measures and storage protocols.
• Adhered to data transmission laws and regulatory guidelines when sending and storing sensitive internal and customer data.
• Handled computer system troubleshooting and provided technical support to entire team for computer operations.

• Followed all company policies and procedures to deliver quality work.
• Listened and responded to customer requests and forwarded necessary information to superiors.
• Interpreted clients' needs and introduced services to fit specific requirements.
• Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
• Responsible for all outlying health clinic computer systems.
• Traveled to various sites to help fix computer isses.