Alex Fiala

Delivery Manager for a portfolio of enterprise Dynamics, Microsoft 365, and Azure customers. Set delivery standards, direct the CSA teams executing them, manage escalations, and contribute to renewal of more than $10 million in delivery services.

• Lead Microsoft’s Azure resiliency program within Support for Mission Critical: build and scale the program, deliver training, partner with engineering on tooling, and land it globally with more than 200 CSAs.
• Program results include more than 90% workload resiliency adoption and more than 8,000 recommendations delivered to customers.
• Coach CSAs toward delivery excellence as trusted advisors who proactively address customers’ strategic business risks.
• Interview and assess CSA candidates for technical depth and customer-facing readiness.

Provided proactive IaaS architecture guidance and reactive Azure support to one of the world’s largest financial institutions, keeping the environment aligned to best practice and giving critical incidents the context needed for deep investigation.

• Served on call to coordinate support for some of Microsoft’s most critical customers and advocated with engineering teams through to resolution.
• Delivered training to customer executives and IT staff, including preview services not yet released to the public.
• Collaborated across Microsoft product teams to carry customer feedback and advise on solution needs for strategic accounts.

Sole Azure Cloud Architect supporting more than $10 million in annual Azure contracts and renewals. Scoped all Azure projects — statements of work, proposals, and customer pitches — spanning migrations, data platforms, Cognitive Services, and chatbot deployments.

• Stabilized and grew the Azure practice to support data science initiatives and built marketing campaigns around core partner competencies.
• Led global cloud engineering resources, including structure, interviewing, delegation, and project management.
• Designed and delivered greenfield and brownfield Azure migrations for global financial-services customers, including hybrid and cloud-only networks, web-service topologies, and global disaster recovery.

Owned Microsoft Azure pre-sales and post-sales for the Canadian SMC segment and drove a net revenue increase of more than 50% within the assigned portfolio.

• Led customer-success engagements across more than 300 active accounts, more than any other CSM on the team.
• Delivered technical Azure training and sales training for the Fargo CSM team, improving account engagement.

Sole global technical sales engineer for 3E’s second-highest-grossing product. Led demonstrations and technical sales conversations with global manufacturing leaders and was responsible for more than $1.4 million in sales in 2017.

• Partnered with product management and development to bring new features and improvements into the product.

Provided Tier III product support to Fortune 10 customers and the world’s largest chemical and heavy-industry corporations, including on-site software installations in the United States and Japan.

• Delivered internal product training for a sales staff of more than 50 and ran technical demonstrations remotely and on site.

Led implementation of an email and documentation retention process with the FINRA and SEC compliance team to support Sarbanes-Oxley and Dodd-Frank requirements.

• Handled most incoming technical tickets and routed specialized work to subject-matter experts.
• Assisted with internal infrastructure spanning Exchange, Office 365, VMware, and on-premises server hardware.