Dublin, County Dublin, Ireland
Currently working as a Senior Solution Engineer for Business Applications at Microsoft Ireland, I specialize in showcasing the value of Dynamics 365 Customer Engagement and Copilot Studio through tailored demos and strategic customer engagements. With 4+ years of experience in fast‑paced, customer‑facing roles, I bring a strong technical foundation combined with a deep understanding of customer needs. I’m passionate about simplifying complex technologies and enabling organizations to adopt low‑code AI solutions that drive meaningful business outcomes.
- Provide strategic and technical guidance on Microsoft Dynamics 365 CRM (Sales, Customer Insights, Customer Service, Contact Center and Field Service) and Copilot Studio, contributing directly to solution strategy and customer enablement across diverse markets including Finland.
- Provide strategic and technical guidance on Microsoft Dynamics 365 CRM (Sales, Customer Insights, Customer Service, Contact Center and Field Service) and Copilot Studio, contributing directly to solution strategy and customer enablement across diverse markets including Finland and Portugal. - Aligned technical strategy with business outcomes, directly supporting deal acceleration and increased customer confidence, particularly in: - Customer service automation - Sales productivity - AI-enhanced contact center experiences - Partner closely with account teams to tailor Copilot Studio and Dynamics CRM messaging to local customer needs, while continuously gathering feedback to refine value propositions. - Deliver high-impact demos, showcasing real-world use cases of Copilot Studio and its integration within the Power Platform and Dynamics 365 ecosystem. - Act as the voice of the customer by identifying key insights, blockers, and adoption trends, feeding this information into engineering and product groups to influence roadmap prioritization and readiness materials. - Enable internal sales specialists by delivering roadmap briefings and targeted training sessions, highlighting key Business Applications capabilities and advising on feature prioritization for customer engagements. - Host webinars and in-person sessions for customers and partners, showcasing the latest AI innovations in Dynamics 365 CRM, with a focus on: - Copilot features - Integration of Copilot Studio in Dynamics 365 Contact Center scenarios.
• Provide technical support for Tableau Cloud customers, ensuring timely resolution of technical issues and exceeding customer expectations. • Analyze and resolve data integration, connectivity, performance, and security‑related issues to optimize the Tableau Cloud environment for customers. • Documented customer interactions and issue resolutions in Salesforce CRM, maintaining accurate and up‑to‑date case record
• Joined Microsoft as part of the Aspire program, designed for top‑performing graduates. • Played a key role in customer onboarding, ensuring a seamless migration from Internet Explorer to Microsoft Edge. Addressed their concerns and collaborated with the Product Group and Success Account teams to help on a smooth and efficient migration to a modern browser. • Collaborated cross‑functionally with product managers and developers to report and prioritize bugs and customer feedback, driving continuous product improvement. • Effectively communicated technical solutions to both technical and non‑technical customers, resolving complex browser‑related issues and improving user experience. • Collaborated with Customer Success Managers to help and guide customers on licensing models to reduce the risk of non‑compliance. • Stayed updated on industry trends and software licensing regulations to ensure compliance and best practices. • Ability to efficiently manage difficult conversations in support scenarios and to provide clarity by leveraging problem‑solving skills. • Conducted internal training sessions for the browsers EMEA team to enhance technical knowledge and improve support quality, leading to increased team performance. • Worked as a mentor to the new hires and provided skill‑gap analysis, readiness plans and ramp‑up activities to prepare them to do the daily tasks and be successful in their positions. • Acted as a subject matter expert, contributing to the creation and maintenance of technical documentation, knowledge base articles, and best practices for the browsers’ support team. • Worked temporarily as Technical Advisor, by reviewing the status of the cases, monitored Customer Satisfaction (CSAT), kept track of KPIs, handled escalated situations with the customer Success teams and the support engineer responsible for the support request.
• I have used Excel to create data mapping spreadsheets, perform data analysis and visualization, and create reports that effectively communicate complex data insights to key stakeholders. I am skilled at using Excel’s advanced functions and formulas, such as VLOOKUP, INDEX MATCH, and PivotTables, to manipulate and analyze large datasets efficiently. • Identifying opportunities to improve business processes and customer experience through the use of technology.