Naida Hill

Customer success-focused technical professional with 4+ years of experience supporting Fortune 500 and U.S. government organizations across cloud-based enterprise solutions. Experienced in managing post-sales technical engagements, understanding customer environments and workflows, and guiding customers through onboarding, implementation, adoption, and ongoing optimization. Proven ability to coordinate complex escalations, translate technical findings into actionable recommendations, and partner across Engineering, Product, Support, and account teams while maintaining 95%+ customer satisfaction.

Hands-on experience with backup restores, recovery testing, failover, and troubleshooting across Azure SQL Database and SQL Server on Virtual Machines.

Azure SQL DB Support Engineer at MICROSOFT (2021-04 – 2025-09)

• Owned post-sales technical engagements for Fortune 500 and U.S. government organizations, guiding customers through onboarding, migration planning, configuration, deployment, adoption, and ongoing optimization of Azure SQL solutions while reducing customer pain time by 15%.
• Served as the primary technical advisor during complex customer issues, coordinating across account teams, frontline Support, Engineering, and Product to clarify ownership, manage escalations, and communicate root causes, resolution paths, and next steps.
• Assessed customer environments and translated technical objectives, business goals, and product usage needs into configuration, performance, and risk-mitigation recommendations that improved solution adoption and long-term customer outcomes.
• Managed complex enterprise escalations involving database configuration, network connectivity, firewall settings, security controls, and platform behavior while maintaining a 95%+ customer satisfaction rating.
• Developed customer-facing technical documentation and delivered guidance on initial setup, troubleshooting, maintenance, and optimization, improving customer enablement and self-service.
• Analyzed diagnostic data, recurring support patterns, and customer usage trends to identify product risks and documentation gaps, enabling earlier intervention and reducing reactive support cases.

High Performance Computing Service Intern at BOEING COMPANY (2019-05 – 2019-08)

• Spearheaded the overhaul of obsolete legacy source code and ensured its alignment with contemporary industry standards, implementing Agile practices to modernize the high-performance computing service.
• Collaborated with engineering and business stakeholders to align technical solutions with customer and organizational objectives, improving operational efficiency.
• Reduced operational overhead by 15% through scalability improvements and service assessments that informed the consolidation of two production programs.
• Improved cross-functional communication by 20% through accurate project tracking and transparent JIRA workflows.

Founder and Operational Director at CODEBLACK (2016-08 – 2021-05)

• Launched the CodeBlack pilot program by developing strategic business plans, securing $10,000 in funding, and building stakeholder support, resulting in acceptance into the Civic Atlanta Westside Innovation Lab Fellowship.
• Led a cross-functional team of seven stakeholders, translating business objectives into actionable success plans, coordinating deliverables, and increasing project milestone completion by 40%.
• Built and managed strategic partnerships with community organizations, educational institutions, and business leaders, expanding program impact by 25% while securing $60,000 in funding to support long-term program growth.

Bachelor of Science in Computer Science – SPELMAN COLLEGE (2020)