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Tim Hoye

@timhoye

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Senior Support Escalation Engineer at Microsoft who created COBRA, an AI Copilot that cuts time per new case by 15–20%.

United States

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What I'm looking for

I'm interested in opportunities in AI support tooling, cloud support engineering, or technical account management.

At Microsoft, I resolve Azure Compute escalations involving VM connectivity and performance, disk encryption, certificate revocation, and Azure File Sync. I maintain 100% sub-30-day SLA adherence, with 70% of cases closed within seven days.

I architected and deployed COBRA, a production AI Copilot for support operations built with GitHub Copilot CLI and eight custom MCP servers. It automates case workflows, including knowledge search and log analysis, and engineers report spending 15–20% less time per new case.

As a VM Performance SME and lead trainer in Microsoft's Train the Trainers program, I deliver structured sessions and recurring brown-bag series. I also create technical content adopted team-wide and partner with Azure engineering to document product defects that have influenced fixes and roadmap prioritization.

Experience

Work history, roles, and key accomplishments

Current

Sr. Support Escalation Engineer

Current

Microsoft

Feb 2021 - Present (5 years 8 months)

Resolve ~39 senior-tier Azure Compute escalations per month VM connectivity, VM performance, disk encryption, certificate revocation, Azure File Sync achieving 100% sub-30-day SLA adherence and closing 70% of cases within 7 days.

Selected as a pilot team member for Microsoft's customer-facing Azure Support chat channel at launch (Feb 2021), handling up to 15–20 cases per week at peak roughly dou

Support Engineer

TEKsystems

Mar 2020 - Feb 2021 (11 months)

Microsoft Azure VM IaaS Support Engineer

Digital Media Operator

Forum Communicators

Apr 2019 - Mar 2020 (11 months)

Help media buyers and planners develop, execute and monitor media plans
Prepare reports and letters
Create and monitor media schedules
Use TapClicks Reporting, Google Ad Manager, Nativo and Media Prowler

System Administrator

Forum Communicators

Apr 2018 - Apr 2019 (1 year)

Install and configure software and hardware
Manage network servers and technology tools
Set up accounts and workstations (Active Directory, Google Suites & Microsoft 365)
Monitor performance and maintain systems according to requirements
Troubleshoot issues and outages
Ensure security through access controls, backups and firewalls
Upgrade systems with new releases and models