Alexander Georgiev

• Working as a Shift Lead for the Critical Management and Escalations Team (CMET) LOB for Microsoft within Tek Experts:
• Accountable for the timely and balanced case distribution.
• Responsible for the warm and timely handover of the incidents to the other sites (timezones) at the beginning and at the end of the shift.
• Managing and updating internal and external content and closely collaborating with the Microsoft Partner Leads for process implementation questions, resource issues, special handling cases and customers, escalations, etc.
• Maintaining visibility over all cases without an active management (pending Product Group fix, etc.).
• Working in close collaboration with Microsoft FTEs, CritSit project leads from around the Globe.
• Providing daily shift reports to the CritSit Operations Management.

• Triaging incident service requests via outbound phone calls, email, or web portal as a point of contact.
• Identifying and assigning critical incidents to the appropriate severity level, category, priority, team, and engineer.
• Detailed documentation and summary of the performed troubleshooting steps, action plan/mitigation steps, customer satisfaction/dissatisfaction (feedback), etc.

The CMET team is part of the Strategy Division under Global Business Support (GBS) at Microsoft. CMET owns the Critical Situation (CritSit) process and has one of the fastest-reacting and most efficient teams to deliver Microsoft services.

• Providing client customer service support by effectively acting as a single point of contact while a technical team resolves critical system issues.
• Detailed documentation and summary of the performed troubleshooting steps, action plan/mitigation steps, customer satisfaction/dissatisfaction (feedback), etc.

As Head Bartender and Salon Manager, my role was to ensure the smooth operation of both the bar and the overall guest experience in the nightclub. This dual responsibility combined leadership, exceptional bartending skills, and day-to-day management of the nightclub’s salon area.