Before Parex, what is your experience with helping businesses resolve issues across the full suite of Microsoft products and services?
22+ years in Partner facing support delivery with Microsoft both in PSS/CSS (Microsoft Product/Customer Support Services) and Partner Support offerings. I’ve done support all the way from answering phone, managing support delivery teams, to building the support offerings that allowed customers to get support. I understand the whole Microsoft Product and Services stack.
How does your role as a Director of CSP Partnerships impact client success?
In my role as Director of CSP Partnerships, I manage our sales and reactive support teams to ensure we are both selling what the customer wants, but also the support services to ensure that our customers get the end-to-end experience that fits their needs.
Can you describe a memorable experience while troubleshooting problems regarding Microsoft services? / Can you share a recent example of a challenging issue you resolved for a client and how you approached it?
I’ve worked as a Microsoft Partner and also inside Microsoft supporting partners, so I’ve spent a lot of time making sure CSP support is delivered in a way that truly gives customers a good experience. In one case, the partner who sold the CSP license wasn’t the same partner providing support. I stepped in and connected the two partners so the customer had a smoother experience, and everyone understood who was responsible for what, and when each partner should be involved. As implementations get more complex, this kind of multi‑partner setup will only become more common, and we need to stay aligned to deliver the best possible customer experience.
What are your preferred strategies to support the timely and efficient resolution of client issues, especially with complex Microsoft products like Azure and Office 365?
When I manage escalations, communication is key—early and often. Escalations often get delayed because people are juggling multiple priorities and cases get handed off too many times. To avoid that, I always assign one person who owns the customer relationship, even if they’re not the one actively troubleshooting. This gives the customer a single point of contact and lets that owner coordinate the other resources. It also prevents customers from being asked the same questions over and over and helps everyone stay focused on solving the issue.
What is your best piece of advice to give to a client seeking proactive Microsoft consulting services?
Using proactive consulting sets you up for the best experience with the product. Bringing in subject‑matter experts early helps identify known issues and ensures the solution is built in a way that reduces the risk of downtime later. The best support case is the one you never have to open because the groundwork was done right from the start.