"Exceptional customer service - impressive work, dedication, and resolve. Well done! I will use this customer support experience as my litmus test with any company for the foreseeable future. "
 - Microsoft customer
Professional Journey
2004-2014
Operational Excellence & Strategy
Transitioning into operations, where I began designing the frameworks and playbooks that align technical capabilities with customer-first business objectives.
Operations Director · La Foret CRC
Cloud Architecture Foundations
2018 — 2021
IT Cloud Platform Support · Microsoft
Mastering the technical backbone of scalable IT infrastructure, providing critical support partners, enterprise, startup, and nonprofit customers across the cloud platform and developing a technical intuition for system resilience.
Scaling Enablement Systems
2022 — 2025Â
Developing the enablement systems and interactive learning content that close knowledge gaps and empower support teams to resolve complex technical issues efficiently.
Support Operations Lead · TeKnowledgeÂ
AI-Driven Support Operations
Present
Expert Consultant · Support Enablement
Integrating AI capabilities with nearly a decade of technical ops experience to build high-performance, customer-first teams that set new industry standards.
Architecting resilient operations that scale with your growth
My career journey from operations management to technical support has uniquely positioned me to bridge the gap between complex tech infrastructure and customer-centric support systems. I don't just solve problems; I build the playbooks and enablement frameworks that prevent them.
From History to Expertise
10+
YEARS IN OPERATIONS MANAGEMENT
SUPPORT ENABLEMENT
Designing interactive playbooks and AI-driven troubleshooting guides.
DATA-DRIVEN INSIGHTS
Translating complex performance metrics into actionable behavioral pivots.
PROCESS IMPROVEMENT
Scaling support frameworks that achieved target CSAT scores for global teams.
Driving excellence
Solutions driving outcomes
 70% Aged Backlog Reduction
Looking beyond the line graphs tracking metrics in a performance dashboard. Digging deep into the numbers to uncover the hidden patterns that others miss and surfacing insight that matters. Relating patterns to behaviors to see "behind the scenes" of the story told by the numbers, and using this insight to drive outcomes and deliver results.
Building value
4.7/5 CSAT Goal Attainment
Most employees will meet clearly communicated, accountable expectations — a small minority will struggle even with support, and another group will exceed expectations on their own drive. If that's true across the board, the variable isn't effort — it's expectation: what are you setting, and how are you driving it?
Reduced Ramp Time
How information is delivered matters and influences how the information is interpreted. Placing too much emphasis on a process without laying the groundwork for what the process is meant to achieve, or who the process is meant to serve, and can lead to unintended behavior. Lack of context creates ambiguity and leaves room for interpretation. The delivery can be the differentiator between success and failure.
Engaging learning content
Building scalable learning experiences and closing knowledge gaps
Drawing on adult learning theory and leveraging AI capabilities to create engaging, interactive learning content.  Playbooks, troubleshooting guides, and product documentation - translating complex concepts for clarity. Ensuring teams are equipped to help customers and resolve issues in a timely manner.
Delivering results
"Heather consistently demonstrated strong technical expertise, ownership and leadership… she showed excellent troubleshooting skills and accountability in high-impact situations."
Partner Advisor
Partner Technical Advisor, Microsoft
"Her expertise not only enhances our understanding, but also inspires us to reach for high standards in our work."
 Former Manager
Manager, TeKnowledge
"Her guidance, mentorship, and flexibility have remained traits I continue to admire and continually demonstrate in the community."
Former Colleague
Executive Director, Center for Nonprofit Excellence