Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Ana Santos

Lisbon

Summary

I’m a lifelong learner with a natural curiosity and a passion for growth—both my own and that of others.

What energizes me most is turning knowledge into impact: coaching individuals, driving operational excellence, and supporting people on their development journeys.

I actively cultivate self-awareness and a growth mindset, and I strive to lead by example—modeling the behaviors I hope to inspire in my mentees and colleagues.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Sr Technical Advisor

Microsoft
09.2024 - Current
  • Global Technical Support for Microsoft Azure IaaS Platform.
  • Taking charge of highly complex/sensitive/political scenarios.
  • Improving of internal procedures, by reviewing documentation and identifying gaps.
  • Implementation of new processes and monitoring its adoption.
  • New hire selection and mentoring, with shadowing and best-practices sharing.
  • Leading projects to improve metrics and KPIs.
  • Manager Backup.
  • Contributing to company's goals and objectives.
  • Promoting daily operational efficiency excellence and assisting team to achieve its targets.
  • Specialties:
  • Customer Support
  • Configuration & Setup of Azure Virtual Machines
  • Troubleshooting and Escalation
  • Regional tool piloting implementation and management
  • Mentoring
  • Coaching
  • Change Management [Prosci Prosci Certified Change Practitioner]
  • Lean Six Sigma White Belt

Acting Support Engineering Manager

Microsoft
11.2023 - 08.2024
  • Support Engineer onboarding
  • Support Engineer coaching and ongoing career development
  • Assistance on leading the team deliver the highest level of customer satisfaction
  • Help plan business coverage and ensure that the team is ready for service and support and service
  • Ownership and assistance on projects, across Microsoft departments

Technical Advisor

Microsoft
05.2021 - 11.2023
  • Global Technical Support for Microsoft Azure IaaS Platform.
  • Taking charge of highly complex/sensitive/political scenarios.
  • Improving of internal procedures, by reviewing documentation and identifying gaps.
  • Implementation of new processes and monitoring its adoption.
  • New hire selection and mentoring, with shadowing and best-practices sharing.
  • Leading projects to improve metrics and KPIs.
  • Mentoring Aspiring Technical Advisors.
  • Manager Backup.
  • Contributing to company's goals and objectives.
  • Promoting daily operational excellence and assisting team to achieve its targets.
  • Specialties:
  • Customer Support
  • Configuration & Setup of Azure Virtual Machines
  • Troubleshooting and Escalation
  • Regional tool piloting implementation and management
  • Mentoring
  • Coaching
  • Change Management [Prosci Change Management for Managers Online course]
  • Agile methodology [EXIN Agile Scrum Foundation certification]
  • ITIL methodology [ITIL Foundation Certification by Axelos]
  • Aspiring People Managers Program – Course Graduate

Acting Technical Advisor

Microsoft
08.2020 - 05.2021
  • Global Technical Support for Microsoft Azure IaaS Platform.
  • Taking charge of high complex/sensitive/political scenarios.
  • New hire selection and mentoring, with shadowing and best-practices sharing.
  • Contributing to company's goals and objectives by promoting daily operational excellence and assisting team to achieve its targets.
  • Specialties:
  • Customer Support
  • Configuration & Setup of Azure Virtual Machines
  • Troubleshooting and Escalation

Azure IaaS VM Support Engineer

Microsoft
03.2018 - 08.2020
  • Support Engineer on Azure Virtual Machines and Azure Incubation teams.
  • Provide technical support to Azure Premier customers.
  • Help solving technical issues
  • Delivering brownbag to multiple teams on Azure Disk Encryption technology.
  • Ensuring customer satisfaction.
  • Member of "First Responders" taskforce, supporting critical customers during the COVID-19 pandemic | Rewarded with a Microsoft CSS Impact Award
  • Delivered "Engenheiras por um dia" presentation on schools, to inspire young girls to pursue a career in engineering.
  • Volunteered at "Building the Future" event.
  • Specialties:
  • Customer Support
  • Configuration & Setup of Azure Virtual Machines

Azure IaaS Platforms Support Engineer @Microsoft

Rumos
12.2016 - 02.2018
  • Provide top-level support to Microsoft Enterprise customers, solving technical problems related with Azure IaaS Platforms.

Azure Partner Academy

Rumos @Microsoft
06.2016 - 12.2016
  • Intensive course on Azure fundamentals

Education

Some College (No Degree) - Biology - Minor in Computer Sciences

Universidade De Lisboa

Skills

  • Operational efficiency analysis
  • Training and mentoring
  • Team leadership
  • Operations management
  • Project planning
  • Change Management

Certification

  • Prosci® Prosci Certified Change Practitioner
  • Lean Six Sigma White Belt
  • EXIN Agile Scrum Foundation
  • Microsoft Aspiring People Managers Program Graduate

Languages

Portuguese
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Spanish
Elementary (A2)

Timeline

Sr Technical Advisor

Microsoft
09.2024 - Current

Acting Support Engineering Manager

Microsoft
11.2023 - 08.2024

Technical Advisor

Microsoft
05.2021 - 11.2023

Acting Technical Advisor

Microsoft
08.2020 - 05.2021

Azure IaaS VM Support Engineer

Microsoft
03.2018 - 08.2020

Azure IaaS Platforms Support Engineer @Microsoft

Rumos
12.2016 - 02.2018

Azure Partner Academy

Rumos @Microsoft
06.2016 - 12.2016

Some College (No Degree) - Biology - Minor in Computer Sciences

Universidade De Lisboa

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Ana Santos