David Lin

Enterprise cloud operations leader with 20+ years across Microsoft 365 Enterprise Cloud, Exchange Online/Core, 24x7 production services, regulated enterprise clouds, and large-scale incident/problem management. Currently support escalation path for 100+ commercial and government customers totaling 43 million seats, including highly regulated environments, with individual customer footprints from approximately 50,000 to 1.5 million seats. Hands-on AI/LLM practitioner for the last 2–3 years, building agent workflows for incident management, problem management, knowledge-database enrichment, systemic categorization, operational analytics, and automation.

Known for translating recurring incidents, customer pain, telemetry signals, and escalation patterns into problem themes, RCA, repair opportunities, executive communication, and durable service-improvement action.

Senior Program Manager / Senior Service Engineer — M365 Enterprise Cloud, Incident & Problem Management - Microsoft Corporation - Charlotte, NC Area / Remote

(2012-01)

Support 100+ Microsoft 365 Enterprise Cloud customers totaling 43 million seats, including commercial and government customers with environments from ~50,000 to 1.5M seats; provide SME coverage for Enterprise Cloud M365 Exchange core in a 24x7 production operations environment.

• Lead high-severity incident response for Exchange Online/Core and M365 service issues—triage, scope and impact assessment, stakeholder updates, RCA, remediation coordination, and corrective-action follow-through.
• Drive proactive problem management by identifying repeat-incident patterns, systemic risks, long-tail defects, and customer pain themes; partner with engineering to frame and prioritize durable repair opportunities.
• Serve as Product Manager for the incident-management space—driving directives, tooling direction, automation opportunities, operational consistency, and stakeholder alignment across support and engineering functions.
• Build and refine AI/LLM-enabled workflows for incident summarization, systemic categorization, knowledge-database enrichment, problem-theme detection, communication drafting, and operational recommendations.
• Apply human-in-the-loop governance to AI-assisted operations so agents accelerate detection, diagnosis, communication, and remediation while preserving compliance, accountability, security boundaries, and engineering ownership.
• Translate escalations, incident histories, service telemetry, and operational signals into problem records, knowledge artifacts, risk summaries, executive-ready communications, and service-improvement recommendations.

Senior Premier Field Engineer / Dedicated Support Engineer - Microsoft Corporation

(2005-01 - 2012-12)

Primary technical advisor and escalation contact for Fortune 500 customers with mission-critical Exchange messaging and collaboration environments.

• Delivered advanced troubleshooting, RCA, and problem resolution across Exchange, Active Directory, client access, and messaging infrastructure.
• Facilitated proactive risk reduction through the Exchange Risk Assessment Program (ExRAP), operational health reviews, and problem-prevention guidance.

Senior LAN Administrator - Sysco Food Corporation

(2002-01 - 2005-12)

Led national Exchange 2000 deployment across 80+ servers, supporting 75+ sites; migrated 20,000+ users from multiple NT4 domains into a single Windows 2000 Active Directory domain; led 15 operating-company migrations to AD and Exchange 2000.

Various Roles (Exchange Administration, Systems Analysis, Software Testing, Engineering) - Multiple (Enron, Interliant, Exxon/Metrois, Compaq/Modis, Microsoft/Volt)

(2002-12)

Exchange administration, systems analysis, software testing, and engineering roles supporting large-scale messaging, backup/recovery, storage, SMTP gateway, antivirus, and hosted Windows/Exchange operations.