1. EXPERIENCE
MICROSOFT CORPORATIO N, CAMBRIDGE, MA
APRIL 2005 – OCTOBER 2016
Business Manager
 Drive the Disability Answer desk business into other products and
business areas
 Attend product triage meetings with a focus on driving accessibility issues
to resolution
 Create support plan documentation that can be followed to expand
disability support to other products and businesses as need demands
 Participate in accessibility events such as Ability Summit and Customer
Accessibility Sessions with a focus on customer experience and
engagement
Support Escalation Manager
 Lead a team of escalation resourcesto successfully deliver support
for niche productareas within SharePoint
 Manageteam to meet organizationalgoals suchas customer
satisfaction, utilization, and others
 Collaborate with Managerpeers in all parts of the SharePoint
businesstoensure we are leveraging each other’sstrengthsand
knowledge
 Take part in projects suchas accessibility support, support
offerings and performance managementdefinitions
GROOVE NETWORKS, BEVERLY, MA
10/2000 – 4/2005
SupportManager
 Supervisedandlead a team of SupportEngineers including
scheduling, metrics and assistingwith issues
 ProvidedSupportDirector with datato show productissuetrends
effecting customer satisfaction
 Collaborated with developmenton productissues and usability
testing
SupportEngineer
 Handled customercalls regardingGroove Beta software
 Resolvedcustomer issues with documentationand
troubleshooting
 Supervisedcustomeremail queue, answered questionsviaemail
andtriaged issues
LAURA GREER-COWAN
OBJECTIVE
To acquire a position that will utilize my
strengths and provide opportunity to
impact people
EDUCATION
UMASS AT LOWELL, L OWEL, MA
Master’s in Education, 1995
UNIVERSITY OF LOWELL, L OWEL, MA
Bachelor of Arts- Psychology, 1989
MALDEN HIGH SCHOOL, M ALDEN, MA
High School Graduate, 1985
PERSONAL
4 Hickory Lane
Saugus, MA 01906
781-248-4746
llg810@outlook.com

2. 2
LAURA GREER-COWAN
INSURANCE TECHNOLOGY SERVICES OF AMERICA, BEVERLY, MA
10/1997 – 10/2000
SupportSupervisor
 Assisted insurance agents across US with software problems
 Provided guidance to insurance companies on software installation
 Supported team manager by providing data for the product development
team
ACCOMPLISHMENTS
 Managed project to expand Disability Answer Desk support to American
Sign Language, French and Spanish
 Successfully established queuing and routing for Commercial Accessibility
Team so enterprise customers with accessibility compliance questions
support help from experts Fifteen years’ experience leading and
managing technical support teams impacting success of people and their
careers
 Delivered business plan for OneDrive for Business support model during
high volume period to ensure customers were getting timely support
from most knowledgeable engineers
 Accepted challenges of taking over support of a variety products
throughout support management tenure at Microsoft
 Lead and manage teams of various sizes on niche products within the
Microsoft Office business
 Successfully lead integrationof the GrooveNetworkssupport
organizationintoMicrosoft after acquisition
 Playeda key role in the creation anddocumentationof Groove
Supportprocessesand infrastructure set up
LEADERSHIP
 President, Condo Association: Grove Square, Randolph: 2002 – 2012
 President, Randolph Lions Club: Randolph, MA: 2015 – 2017
 First Vice President, Randolph Lions Club: Randolph, MA: 2013 - 2015
 Secretary, Randolph Lions Club: Randolph, MA: 2009 - 2013
REFERENCES
DAN BRITTON, MICROSO FT: 207-703-8222
ERIN WILLIAMS, MICROSOFT: 425-830-4883
LINDA PORCELLI, GROOVE NETWORKS/MICROSOFT: 617-699-1369
BETH WALSH, OPHTHALMIC CONSULTANTS OF BOSTON: 781-910-8020