Before Parex, what is your experience with helping businesses resolve issues across the full suite of Microsoft products and services?
I have been in IT for over 22 years. During that time, I have served businesses and teams from all different walks of life, including financial services, healthcare, Managed service providers (MSP), and more. I have extensive experience in helping people transition to hybrid working models.
How does your role as a Technical Lead (TC) impact client success?
I prioritize leading by example, consistently putting my best effort into everything I do. I actively listen to our customers and advocate for their needs, ensuring that our team follows this approach as well. I believe this is a key method to deliver greater value to our customers.
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?
At one point, Microsoft experienced a significant global and regional service outage that affected many of their customers. As expected, we were quickly approached by our clients, seeking answers and assistance. In response, we focused on empathizing with their challenges and understanding the full scope of their needs. We worked closely with each customer to identify feasible solutions that aligned with the constraints of our service offerings, as well as their specific budget and technological environment. By maintaining open communication and a collaborative mindset, we were able to guide them through the issue, helping to mitigate the impact and ensuring they felt supported during a challenging time. This proactive approach not only helped resolve the immediate issues but also reinforced the trust and reliability our customers place in us.
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?
Most importantly, I start by reviewing the client’s environment history. I then consult our knowledge base to understand how other customers have experienced similar issues. After that, I arrange a call to hear firsthand about the client’s current experience with the problem. This comprehensive approach ensures that I am well-prepared with as many solutions and insights as possible when I connect with the client.
What is your best piece of advice to give to a client seeking proactive Microsoft consulting services?
I would ask the client questions like: What concerns are keeping you up at night? What challenges are you facing? What projects and service initiatives are you facing this year? How can we assist you? My goal is to explore how our services can proactively address these issues before they escalate and disrupt your work, potentially affecting your weekend.