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Help to give people the power to build community and bring the world closer together.

Helped to redefine the world-class Modern support experience for M365 Customers & Support engineers.

My team envisioned, designed, & rolled out a brand-new support agent experience for M365 - RAVE

Background –

♣ Rave is integrated case management & diagnostics experience that led to significant improvements in agent efficiency ultimately leading to higher customer satisfaction. Now being rolled out to all M365 products

♣ Owns complete support stack from agent-facing tools, communications forms with customers, customer-facing APIs, case management & multiple micro-services to provide world-class support experience

Contributions-

♣ Intersection of Software Engineering & Machine Learning

♣ Help Build M365 commercial/consumer support experiences to improve Customer Support Satisfaction by XX%, Support Engineer Satisfaction by XX% reducing support cost via engineering efficiencies in Support Process by $XX Million

♣ Responsible for ensuring that the Rave is highly scalable, available, reliable, performant & secure from hacks & data leaks

♣ Developed, designed & delivered a reliable, scalable & highly performant pipeline for Rave to be used by ML Team to copy, scrub PII & save XX Million support tickets on monthly basis in Near Real-Time. This would significantly improve the security posture of M365 & prevent future customer data leaks. Additionally, this pipeline will help us run Machine Learning Models to quickly identify problems/ customer pain points before it becomes a major issue

♣ Built 5+ Customer Agent tools in Rave within a record time. ASAT/CSAT+

♣ Improved Rave features that helped onboard Gigs & helped reduce M365 support expenditure significantly

♣Created automated monitoring alerts & dashboards to analyze & troubleshoot incidents. Automated various tasks by creating multiple scripts

♣ Part of various V-Team initiatives to help boost Amplify Learning & Culture. Responsible for mentoring & onboarding new hires

♣ M365/Customer Success Engineering/Amplify/RAVE

♣ Helping give back life to people with disabilities from the waist down by providing a cost-effective technology pack and providing a unique value proposition.

♣ Our company was selected as Finalist(Top 10) for MSFT Imagine Cup American Regional Finals(USA, Brazil, Mexico, Canada, Peru), Finalist (Top 16)for Techstars Propel Challenge(organized by Blackstone Launchpad and Techstars), Semi-Finalist in Big Idea Competition(one of the biggest in Texas), Secured 2nd position in CometX Entrepreneurship Accelerator.

♣ Leverages state of the art IOT(Internet of Things), Big Data, Machine Learning, SmartPhone, and various sensors.

♣ Recently sold to a major electric wheelchair manufacturer in USA

♣ Coming Live to Market Soon!