Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Sonia Cortes

Summary

IT Director/Manager of Operations with 25 years+ of experience including 15 years of managerial experience in innovative high-pressure environments. Highly organized, articulate, meticulous, and excellent at operating under pressure.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Microsoft Sr. Customer Success Account Manager

Microsoft
07.2022 - Current
  • Fulfill Support contract obligations by driving quality planning and delivery of Support services to realize customer business outcomes and overall experience with Microsoft solutions, Azure, M365, Dynamics, Power Platform transition to digital services
  • Technical- Experience with Cloud and hybrid infrastructures, architecture designs, and migrations preferred
  • Knowledge of market trends and competitive insights preferred
  • Understanding partner ecosystems and the ability to utilize partner solutions to solve customer needs
  • Manage Incident Managers for all my Accounts 4 in total to ensure alignment of all Incidents, Problem cases and SLA” s on Severity of cases
  • Tracks escalate and plan to remediate technical blockers and provide engineering feedback to further our product and solutions as appropriate
  • Partner with customers and Account Teams to prioritize and plan customer engagements and programs across Cloud and on-premises workload ensuring roadmap of program of work on cloud services to ensure skilling up internal teams on all areas of workload of Microsoft to ensure alignment strategic, IT projects and business outcomes
  • I also like Orchestration, customer sponsor management, and stakeholder communication of prioritized engagements and programs
  • Define outcomes to improve the prioritized workload's health, performance, and business capabilities to drive customer value realization
  • Manage Cloud Solution Engineers in total of 6 and ensure coordination and alignment to customer technical alignment of Microsoft Services for Azure, M365, Business apps and Copilot
  • L accelerates cloud adoption from Pilot/MVP to production for customers' cloud engagements by providing cross-engagement oversight, resource orchestration, and blocker escalation in close collaboration with the critical account team unit
  • Program Management - Planning and supporting a portfolio of multiple, complex engagements, cross-group collaboration, resource orchestration, strong communications, analytical capabilities, and diligence is essential
  • The ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers is essential to achieving results
  • Collaboration and Communication - A proven history of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication
  • Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (Senior Executives, IT management, Database administrators, and Data Scientists).

Microsoft Customer Engineer, Modern Service Management

Microsoft
03.2021 - 07.2022
  • Deliver MSM Services engagements including workshops, assessments, support programs and other Premier services, Azure, 0365, Dynamics and Power Platform Collaborating with the customer to define communication strategies that address the concerns and motivations of the employee population
  • Determining adoption metrics that can be used to measure success of the Adoption Change Management project and adjust plans as needed
  • Deriving based on the Adoption Change Management scope the related training plans to help end-users develop the knowledge and ability required to be successful
  • Creating feedback mechanisms that will help sustain long term end user adoption
  • Mentoring and coaching clients change teams
  • Deliver high quality engagements in both large-scale project environments and smaller, single staffed engagement models
  • Engage in IT and business executive discussions related to Change Management or Modern Service Management principles and practices, Digital Transformation, and overall IT Operations
  • Transfer knowledge and share the best practices with team members to help enhance the quality of engagement delivery and customer experience to enable digital transformation
  • Participate in Microsoft communities, evangelize ACM and MSM, and contribute to Intellectual Property
  • Establish effective working relationships with cross-area project teams and work through appropriate escalation channels when necessary
  • Work as “One Microsoft” to establish strong relationships with account-aligned organizations, Microsoft Services, offerings teams, and other internal resources as appropriate
  • Work to drive consumption of Microsoft cloud-based technologies in customer account environments.

Director of Network Operation

Lincoln Service
03.2019 - 03.2021
  • Increased company revenue by streamlining processes and implementing cost-saving measures.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Improved project efficiency with strategic planning, resource allocation, and time management practices.
  • Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
  • Optimized staff performance by designing comprehensive training programs tailored to individual needs.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
  • Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
  • Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization.
  • Established departmental performance goals and provided feedback for underperforming areas.

Education

Bachelor of Arts - Bachelors of Arts

Manhattan College
The Bronx, NY
06.1995

Skills

  • Azure, M365 Cloud Services, Window 10, 11, Windows NT, 351- Windows 2K & XP, Windows 7/8/10 (Server/Workstation), Windows 31, '95, '98, 2000, 2003 and Windows 2008/2012/2016, Novell NetWare 3X - 6X, UNIX
  • Revenue Growth
  • NASDAQ, Reuters (RTW), Kobra, Kapiti Market watch, Open Bloomberg, ADP (Power Partner), FactSet, News Edge, Multex, Visio, Remedy, Magic, Lotus Notes, GroupWise, MS Outlook, (Office '95, ‘97, ‘2K, 2003, XP, 2007, 2010, 2013, O365), MS Project 2K, Peoplesoft 89, SAAS software, SharePoint, Administer Track IT 65, 70 & Footprint
  • Project Management, Account Management, Contract Negotiation, Client Relationship Management, Customer Service, Vendor Management, Cross-Functional Collaboration, Teamwork and Collaboration, Client Development, Issue Resolution, Management Collaboration

Certification

Microsoft Certified: Azure Fundamentals

Microsoft 365 Certified: Fundamentals

Microsoft Certified: Power Platform Fundamentals

Microsoft Certified: Dynamics 365 Fundamentals

Microsoft Certified: Security, Compliance, and Identity Fundamentals

Microsoft 365 Certified: Teams Administrator Associate

Prosci Change Management Certification

Languages

Spanish
Native or Bilingual

Timeline

Microsoft Sr. Customer Success Account Manager

Microsoft
07.2022 - Current

Microsoft Customer Engineer, Modern Service Management

Microsoft
03.2021 - 07.2022

Director of Network Operation

Lincoln Service
03.2019 - 03.2021

Bachelor of Arts - Bachelors of Arts

Manhattan College

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Sonia Cortes