Douglas Matamoros

• Douglas is a Microsoft Engineer with 17 years of excellence, renowned for his strategic leadership in technical support and process innovation. As a Windows Queue Excellence Lead, he led the team to a zero-missed SLA achievement, optimizing case management and enhancing service delivery. His process improvementsensured balanced workloads and precise engineer-case alignment, contributing to a 95.4% IR in Q2-FY23 and the October FY23 Impact Award.
• In January FY24, Douglas was recognized for his commitment to Process Excellence in Transfer Process (HO) sessions, bolstering the team’s collaborative success. At DXC Technology, he directed a 25+ member high-performance team, serving as the escalation point for complex technical issues and Service Improvement Plans. He was pivotal in productivity projects, and as the on-boarding and off-boarding process owner, he ensured seamless transitions for staff.
• Douglas developed and maintained training processes and materials for over 30 staff members, enhancing the capabilities of the Windows User Experience and Windows Performance Teams. His dedication to Microsoft’s values is evident in his mentorship, promoting knowledge sharing and professional development. As he steps into a Technical Support Advisory role, Douglas’s blend of leadership, operational expertise, and technical acumen positions him to inspire innovation and drive success within Microsoft.

Microsoft Certified: Azure Virtual Desktop Specialty