JOSEPH ARNOLD’S RESUME

JOSEPH ARNOLD’S RESUME

  • Click ▸ to expand - PDF and contact info below

    MSFT: LINK CREDLY: LINK

    ENTERPRISE AI PROTOTYPE: LINK

    PHONE: (520) 223 - 6047

Passionate about building AI-driven systems that remove cognitive blockers, reduce friction, and align user workflows with executive priorities and strategic constraints.

PERSONAL SUMMARY
  • Cross-functional Agile Program Manager with 7+ years delivering stakeholder-aligned solutions across Agile program management, workflow automation, and support operations. Currently driving People Targeting and FT OnDemand workflows for Microsoft FastTrack, providing executive alignment, UX problem-solving, and Agile delivery planning to bolster adoption among 1,500+ enterprise customers per year.
    I began in frontline support, developing rapid root-cause analysis and risk mitigation systems to resolve high-impact issues under strict SLAs. I expanded from frontline operations into program management, supporting consistent delivery at global scale. Most recently, I’ve focussed on integrating AI-driven enhancements into user workflows, aligning technical execution with evolving strategic constraints and leadership goals.

EXECUTION SUMMARY

  • Secure Customer Feedback Agent
    • Designed an internal Copilot-based system to converts CEM call transcripts into structured feedback and trend data fully contained within Microsoft 365.
    • Owned Security Review, data flow diagram, and STRIDE threat model while Copilot guidance and platform capabilities were still evolving.
  • FY24 FastTrack Targeting Strategy
    • Strategy adopted across FY24 marketing campaigns: 1500+ customers.
    • Aligned delivery teams and quantified backlog health for all Microsoft CEMs.

  • AI Operational Efficiency for CEMs
    • Standardized post-call summaries, product feedback, and customer recaps via Teams-based Copilot, saving ~10–15 minutes per engagement and increasing usable feedback volume.
    • Used trend and documentation agents to surface blockers, provide technical recommendations, and automate policy lookups for CEMs.
  • AI Workflow Automation in D365
    • Proposed AI account research and “+1” UX to reduce duplicate submissions.
    • Provided ROI and acceptance criteria for devs; projected to save 20 minutes per use

EXPERIENCE

Microsoft FastTrack Agile Program Manager   -  A.G. CONSULTING PARTNERS

2023 - PRESENT

  • Drove strategic planning, backlog/DevOps execution, campaign lifecycle standardization, and AI-assisted tooling across high-impact Microsoft FastTrack initiatives.
    • Secure AI Feedback Pipeline (Agent CEM CAFE): Led design and 1CS security review (data-flow diagram + STRIDE threat model) for a Copilot-based system that turns CEM call transcripts into structured feedback and trend data for Product Teams.
    • Operationalizing AI for CEMs: Embedded the workflow in Teams-based Copilot, standardizing post-call summaries, engineering-ready product feedback, and customer recap emails, saving ~10–15 minutes per engagement and increasing feedback coverage.
    • Azure DevOps Execution: Owned epics and features in the Azure DevOps backlog for FastTrack targeting and FT OnDemand workstreams and rewrote stale items with measurable acceptance criteria to clarify sprint scope and improve delivery rhythm.
    • Dynamics 365 Workflow Redesign: Redesigned FastTrack’s Dynamics 365 workflows to prioritize FY25 strategic signals and remove outdated process steps, improving system efficiency and front-line navigation.
    • Campaign Assets & Playbooks: Operationalized Microsoft’s FY24 FastTrack OKRs by delivering standardized scripts, templates, FAQs, and modular playbooks that enabled consistent strategic messaging across regional CEM teams. Aligned behavioral modeling, executive priorities, and campaign planning into a scalable system.
    • Onboarding & Technical Enablement: Designed internal training programs to bridge knowledge gaps among non-technical staff; created onboarding content that reinforced alignment to strategic goals.
    • Interview Framework for AGCP Managers: Built a scenario-based interviewer guide and rubrics for M365/Defender roles, improving hiring consistency and enabling non-technical interviewers to assess technical depth with confidence.

Microsoft FastTrack Targeting Manager -  A.G. CONSULTING PARTNERS

2022 - 2023

  • Led onboarding and adoption efforts for Microsoft 365 across enterprise accounts, translating ambiguous feedback into actionable acceptance criteria and contributing to In-Product Experience optimization.
    • Strategic Influence & Activation: Engaged at-risk Fortune 500 accounts to promote adoption of underused Microsoft 365 features. Aligning key MAU drivers to customer OKRs and leveraging the Land and Expand framework to expand product footprint.
    • Workload Onboarding & Expansion: Onboarded Microsoft 365 workloads (Copilot, Intune, Defender, Viva), identified rollout friction points, and scaled adoption using repeatable enablement frameworks.
    • Operationalizing Customer Feedback: Translated recurring blockers into structured proposals and backlog-ready work items, leading to direct involvement in Agile planning and scoping sessions.
    • Scalable Engagement Content: Built standardized playbooks, call scripts, FAQs, and onboarding documentation to streamline customer engagement and support monthly active user growth initiatives across the organization.

Microsoft Support Supervisor  -  MURAL CONSULTING CORPORATION

2021 - 2022

  • Managed a 13-person support team serving international enterprise customers. Drove improvements in SLA KPIs, onboarding processes, and conflict resolution across high-pressure Microsoft 365 support scenarios.
    • Escalation Handling & Stakeholder Mediation: Owned critical escalation cases, retaining client trust and using incident retrospectives to strengthen SOPs and internal documentation workflows.
    • Customer-Centered Enablement Across Borders: Built onboarding, training, and documentation systems tailored to international enterprise customer needs. Established clear KPIs for case quality consistency, delivered cross-regional technical enablement sessions, and streamlined internal documentation (Azure DevOps wiki) to scale global support standards.
    • Team Coaching & Performance Growth: Analyzed CSAT data and RAVE session recordings to design personalized coaching plans, leading to improvements in First Contact Resolution.
    • Hiring & Talent Evaluation: Conducted candidate interviews and delivered structured hiring evaluations, emphasizing empathy, communication clarity, and technical learning agility as selection criteria.

Microsoft Support Ambassador -  MURAL CONSULTING CORPORATION

2018 - 2021

  • Led advanced issue resolution and Microsoft 365 adoption across global enterprise clients, combining root-cause problem solving with proactive education to reduce recurring incidents and drive platform confidence.
    • Advanced Troubleshooting & Resolution: Resolved critical issues across Exchange, SharePoint, Teams (SfB), and other M365 products by applying root-cause analysis and multi-layer diagnostics, reducing average time-to-resolution.
    • Case Management & Empathetic Support: Managed a portfolio of 20+ active cases with consistently high CSAT scores, emphasizing preventive guidance and clear user education to minimize repeat incidents.
    • International Stakeholder Rapport: Supported clients across 15+ time zones, building trust with multilingual and culturally diverse stakeholders by de-escalating sensitive technical issues and aligning to varied communication styles.
    • Platform Enablement & Walkthroughs: Delivered hands-on enablement sessions in Microsoft 365 portals, driving adoption of underutilized capabilities and strengthening team readiness for rollout and governance processes.

EDUCATION AND SKILLS
  • EDUCATION
    • University of Arizona: Eller College of Management
    • AI-900: Azure AI Fundamentals
    • SY0-701: CompTIA Security+
    • PL-900: Power Platform Fundamentals
    • MB-910: Dynamics 365 Fundamentals (CRM)
    • MB-920: Dynamics 365 Fundamentals (ERP)
    • Google: Project Management Certificate
    • Google: AI Essentials Certificate
    • DP-900: Azure Data Fundamentals
    • AZ-900: Azure Fundamentals
    • SC-900: Microsoft Security, Compliance, and Identity Fundamentals
    • MS-900: Microsoft 365 Fundamentals
  • TECHNICAL SKILLS
    • Microsoft Copilot Studio: Designed secure, transcript-driven workflows and multi-step agents for CEM call summarization, feedback generation, and trend analysis inside Microsoft 365.
    • Azure DevOps: Backlog management, user story structuring, and defining measurable acceptance criteria in Agile delivery contexts.
    • Threat Modeling: Built data flow diagrams, STRIDE threat models, and 1CS-ready analyses to document controls, mitigations, and approval paths for internal AI systems.
    • AI UX Strategy and Prompt Engineering: Designed lightweight AI systems for process optimization, trust signaling, and customer feedback deduplication.
    • Dynamics 365 (MB-910, MB-920) and Power Platform (PL-900, PowerApps, Power BI, Power Automate, Power Virtual Agent): Used to direct end user workflows, AI and automation integration, and MSFT internal reporting optimization.
    • Azure Platform (AZ-900, AI-900, DP-900): Practical foundation in Azure cloud architecture and security principles, supporting informed design of scalable, compliant enterprise processes and tooling workflows.
    • Microsoft 365 Suite (Intune, Defender, Exchange, Teams, Viva): Supported end-to-end deployment and end user adoption of Microsoft 365 workloads across global enterprise environments.
    • PowerShell: Used for troubleshooting and workflow automation across the wide range of personalized client use cases.
    • Security+ (SY0-701): Certified in enterprise security, including risk mitigation, compliance standards, and trust considerations in client ecosystems.
  • NON-TECHNICAL SKILLS
    • Systems Thinking & Operationalization: Translated ambiguous AI and automation ideas into durable, measurable workflows that fit existing quality, reporting, and tooling ecosystems.
    • Change Management & Influencing Without Authority: Drove adoption of new AI workflows across vendors and FTEs by aligning incentives, surfacing concrete wins, and managing resistance from misaligned teams while preserving relationships.
    • Stakeholder Alignment & Program Strategy: Unified Field, Engineering, and XLT stakeholders on complex Microsoft initiatives.
    • Executive Presentation & Data Storytelling: Decks, dashboards, and reporting artifacts that shaped org-level decision-making.
    • Reducing Cognitive Load: Built executive presenter guides, structured CEM documentation, and technical interview frameworks to support complex decision-making and hiring clarity across diverse candidate pools.
    • Coaching & Performance Enablement: Developed ramp plans, personalized coaching guides, and async support content to boost team readiness.
    • UX-First Product Thinking: Applied to AI systems, CEM tooling, and end user workflows to increase adoption and reduce friction.

RECOGNITION

  • AG Consulting Partners Manager (2025):
    • “A huge thank you for all of your tenacity and diligence in learning, testing and driving this effort with its many many moving parts…

      … Your ability to quickly grasp the intricacies and oft changing complexities of the project and turn them into actionable, review-ready deliverables was truly impressive, as were all your efforts in identifying and highlighting risks and helping the team drive through the fast-paced effort.”

  • Microsoft Principal TPM (2025):
    • “We wanted to take a moment to express our sincere gratitude to Joseph for the exceptional support and collaboration on our recent projects…

      … He jumped in with real ownership and moved us forward quickly on several critical deliverables: the data flow diagram, the threat model, and the Data Scout/Trust Privacy profile.

      A few call‑outs on impact:

      • Clarity, accuracy, diligence: Joseph drove the data flow diagram to a polished, review‑ready state and ensured it reflected our actual system boundaries, data types, and controls.
      • Technical acumen & risk mindset: With extensive research and review of complex technical security documentation, he translated design details into a practical threat model, calling out concrete mitigations and tracking the few open items.
      • Detail-orientation & proactive iteration: He kept the Data Scout profile in sync with the diagram and our revised handling/retention practices.

      Joseph’s combination of precision, thorough research, and collaboration materially de‑risked our security and privacy reviews for Agent CEM CAFE. Frankly, I'm not confident we would've been able to navigate the reviews successfully without his support. I’m grateful for his leadership on this workstream.

      Thanks for continuing to support the team’s momentum here.

  • Microsoft Principal TPM Manager (2024):
    • “We wanted to take a moment to express our sincere gratitude to Joseph for the exceptional support and collaboration on our recent projects…

      … Joseph’s dedication and expertise have been invaluable, and we truly appreciate the effort he has put into ensuring our success.

      Joseph’s contributions to multiple impactful initiatives across FT Engage have been noteworthy. The insights and feedback he provided have significantly enhanced our approach and helped us navigate complex challenges with ambiguous scenarios. His proactive involvement in strategic projects, growth mindset, and critical thinking were instrumental in driving our initiatives forward.

      Thanks again for Joseph’s unwavering support and dedication. It’s a real pleasure working with him, and we’re looking forward to keeping the momentum going together.”

  • Microsoft Senior Product Manager (2024):
    • “Hi Joseph! This kudos is long overdue since we first started working together on PUP pilot planning…

      … Special thanks for the quick turnaround on CEM capacity insights that you've documented and shared for today's call, knowing that you were also away during your team offsite last week. Certainly helped us get a head start on resource planning and insights needed for pilot success. Truly appreciate your collaboration!”

  • Direct Customer Feedback (2018-2023):
    • “Joseph has been the most knowledgeable person I've ever spoken to at Microsoft…
      • … I feel like I've been talking to him all weekend to resolve my difficult issues and he's been amazingly helpful, patient and knowledgeable… he's managed to solve problems that I've been having for months. It's like a weight's been lifted off my shoulders. THANK YOU!!!”
      • “Having spoken to two other support agents yesterday with no resolution, Joseph was incredible and managed to resolve the problem with much patience and empathy. I would have deactivated my microsoft accounts due to frustration, but Joseph managed to keep me on board. An excellent support agent, only wish others had his calibre of training and professionalism!! Thanks again Joseph.”
      • “Beyond Excellent!!! The support I received makes me want to dance! Thank you 10 times. He went above and beyond with patience, troubleshooting, and walking me step by step to resolve the problem. He worked through his lunch without complaining or rushing me off. Thank you! He considered my problem to be important to work through numerous options until we found a resolution. Thank you!”
      • “Joseph looked after my case and resolved my issue in a timely way recognising the problems and investigating thoroughly. If I have to request your services again, I hope I get Joseph. Very customer orientated and a very pleasant attitude and approach. The five stars are for Joseph”
      • “Joseph was brilliant - he immediately understood the problem - actually the documentation on the Microsoft site was wrong & he send me the correct link to fix the problem”
      • “Support agent was excellent, took me through the steps to resolve the problem and ensured that my business operations were minimally impacted. Great service over all, with excellent and regular follow ups via telephone and email.”
      • “I had REAL problem, not like "check if your computer is plugged into an energy source". Luckily I got Joseph the ideal problem solver! It took a few days because I'm so busy but he was always there untill it was solved. Many many thanks.”
      • “Joseph did an excellent job. He knew exactly what I needed and provided the solution quickly. He was friendly, professional, and easy to understand. I'm very happy with the support I received.”
      • “Joseph was phenomenal, I would say he saved my sanity on this beautiful Friday. I thought I lost a file and Joseph found it. I am so appreciative. Joseph was GREAT!”
      • “The representative was extremely knowledgeable of the product and very patient taking me through the process. Excellent communication skills and deserves a 6!”
      • “The issue was quite unusual, however it didn't took long at all to get the simple steps to fix the solution. Really great support, Joseph was very knowledgeable and very quick to assess the issue and provide the steps to solve it. Really superb!”
      • “Easily the best support agent I've had with MS. Friendly, to the point, and very knowledgeable.”