Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Work Preference
Timeline

Patrick Gale

Senior Program Manager
Savannah,GA

Summary

Experienced program manager and developer looking to relocate to the Southeast, committed to maintaining cutting edge technical skills and up-to-date industry knowledge.

Overview

17
17
years of professional experience

Work History

Supportability Program Manager

Microsoft
Redmond, United States, Washington
04.2017 - 01.2025
  • Launched first Copilot for End User Support for commercial programs
  • Maintained / updated Copilot workflows and topics based on user interactions and feedback
  • Coordinate with engineering partners to finalize designs and confirm requirements for end users and support agents.
  • Recommended architectural improvements, design solutions and integration solutions.
  • Establish and maintain a line of communication between support and engineering teams ensuring the adherence to processes, policies, and SLAs.
  • Conduct a monthly service review to discuss current call drivers, trending issues, and recommended solutions with engineering leads.
  • Collaborate with Support Planning to ensure support agents possess awareness of and training for new releases and product updates.
  • Perform weekly and monthly sync with support team lead to discuss top call drivers, bug progress, and quality check ticket coding.
  • Maintain and update taxonomy code tree for support team to ensure accurate representation of data to engineering teams.
  • Managed and supervised administrative and daily program operations, complying with policies and regulations.
  • Established strong relationships with key stakeholders, ensuring support for program initiatives.
  • Developed strategic plans, setting clear objectives and achievable milestones for the team.
  • Identified program obstacles and communicated possible impacts to team.
  • Met with project stakeholders on regular basis to assess progress and make adjustments.

Support Planner

Microsoft
Redmond, United States, Washington
01.2015 - 04.2017
  • Collaborated with program managers and engineering teams to transition in-app advertising to a new user platform.
  • Assisted in the development of a web based tool allowing support agents to work-on-behalf-of users reducing ticket time to close by ~12% and reducing escalations to engineering teams by ~50%.
  • Coordinated with teams in Mexico and China to on-board forum and social support thus reducing scope and increasing productivity for Tier 1 support agents.
  • Assisted in the transition to a new ticket system in the capacity of providing code tree taxonomy updates and product form field values specific to in-app advertising and application promotion.
  • Collaborated with Supportability Program Managers, Support Planners, and engineering teams to build out training, documentation, support structures, and escalation paths for new offerings and feature updates.
  • Created troubleshooting guides and knowledge base articles for new and updated features.
  • Maintained weekly sync with support team lead to discuss open tickets and trending issues.

Tier 4 Escalation Engineer

Microsoft
Redmond, United States, Washington
06.2014 - 01.2015
  • Maintained relationship, ticket control, bug tracking, and SLAs between Tier 2 support and engineering to ensure timely action and resolutions for in-app advertising, platform UI, and BI pipeline.
  • Assisted with the launch of MSN Prime via War Room participation by designing and building a web based tool to quickly browse ads based on scripting code, category, or country.
  • Created a native windows application to retrieve SQL data based on user input in order to enhance and hasten search capabilities for Tier 1/2 support agents.

Tier 2 Escalation Engineer

Microsoft
Redmond, United States, Washington
02.2013 - 06.2014
  • Troubleshoot and resolve technical issues related to in-app advertising for Windows/Windows Phone devices including campaign management, ad delivery, SDK integration, targeting, and reporting.
  • Engaged with engineering teams to resolve concerns with user permissions, reporting discrepancies, tool outages, and UI outages.
  • Collaborate with internal teams, sales, and account managers.
  • Worked with developers to decipher issues surrounding implementation of the Microsoft AdControl into Windows/Windows Phone XAML and C# applications.

Operations Analyst / Tools Developer

Microsoft (NCS)
Redmond, United States, Washington
05.2012 - 02.2013
  • Designed and built multiple web applications using ASP.NET, C#, JavaScript, and Telerik RADControls 
  • Built reports to display progress during user email migrations.
  • Designed and maintained databases in SQL 2008 to provide a centralized repository for user and communication data.
  • Maintained PowerShell scripts used to retrieve Active Directory user data and update SQL tables.

Support Analyst II

Microsoft (Wimmer Solutions)
Seattle, United States, Washington
03.2011 - 05.2012
  • Receive, troubleshoot, and resolve issues specific to Microsoft Advertising on multiple platforms including content, search, and display.
  • Provided various services to developers and partners including user creation, permission granting, creative/click-through testing, ad delivery concerns, and third-part reporting discrepancies.
  • Collaborate with internal teams, sales, and account managers, ensuring timely resolutions for developers and external partners.
  • Worked with developers to decipher issues surrounding implementation of the Microsoft AdControl into Windows/Windows Phone XAML and C# applications.

Support Analyst II

Microsoft (Volt)
Seattle, United States, Washington
04.2008 - 11.2010
  • Receive, troubleshoot, and resolve issues specific to Microsoft Advertising on multiple platforms including content, search, and display.
  • Provided various services to developers and partners including user creation, permission granting, creative/click-through testing, ad delivery concerns, and third-part reporting discrepancies.
  • Collaborate with internal teams, sales, and account managers, ensuring timely resolutions for developers and external partners.
  • Worked with developers to decipher issues surrounding implementation of the Microsoft AdControl into Windows/Windows Phone XAML and C# applications.

Education

Bachelor of Science - Software Engineering

University of Phoenix
2013

Associate of Arts - Information Technology

University of Phoenix
2011

Skills

  • Excellent problem-solving abilities
  • Excellent communication skills
  • Excellent time management skills
  • Java/C#/JavaScript
  • Flexible mindset and abilities
  • Quick learner 

Accomplishments

  • Started and ran a computer sales, service, and networking company for two years.
  • Designed and developed applications and games for Windows Phone and Android.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Work-life balanceWork from home optionPaid sick leaveHealthcare benefitsPersonal development programsPaid time offCompany CultureStock Options / Equity / Profit Sharing

Timeline

Supportability Program Manager - Microsoft
04.2017 - 01.2025
Support Planner - Microsoft
01.2015 - 04.2017
Tier 4 Escalation Engineer - Microsoft
06.2014 - 01.2015
Tier 2 Escalation Engineer - Microsoft
02.2013 - 06.2014
Operations Analyst / Tools Developer - Microsoft (NCS)
05.2012 - 02.2013
Support Analyst II - Microsoft (Wimmer Solutions)
03.2011 - 05.2012
Support Analyst II - Microsoft (Volt)
04.2008 - 11.2010
University of Phoenix - Bachelor of Science, Software Engineering
University of Phoenix - Associate of Arts, Information Technology

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Patrick GaleSenior Program Manager