I've spent 18+ years at Microsoft shipping data, AI, security, and supportability products across Defender for Office 365, Microsoft Graph, and Exchange Online.
In Defender for Office 365, I chartered the supportability program and delivered $4M+ in annual COGS savings by addressing recurring case drivers through product, documentation, diagnostics, and agentic LLM workflows.
I shipped the Documentation Intelligence Platform on Azure AI Foundry, using LLM classification, Microsoft Learn MCP search, gap analysis, and executive reporting across six Microsoft security products. I also built MCP-based diagnostic agents that reduced recurring customer issues by 20–25% and improved Sev-A incident communications by 35%.
Previously, I drove a 20-point Issues-Per-Day reduction for Microsoft Graph, generated $3M+ in savings through diagnostic and telemetry consolidation, and turned support signals into shipped engineering backlog items. My background also includes customer engineering, Exchange and Azure Stack escalation, diagnostic automation, incident leadership, and training more than 100 engineers.
