Duane Goehner Resume

Redmond, WA 98052
(425) 999-4596

Email: duane@live.com
Resume in Microsoft Word format

 Motivating, relational leader and program manager who partners with customers and
cross-team organizations, driving the development of stellar products and services

Builder of solid, cohesive teams
Personable and motivational leader and teacher
Effective project and program manager, administrator, and mentor
Driven by desire to provide top-of-class customer care and user experiences
Extensive experience in international leadership, operations, and organizational change
Seasoned researcher and writer with excellent communication skills
Fiscally resourceful and effective cost management skills
Excellent partnership development skills
Languages: German and Russian


Microsoft Corporation  Redmond, Washington                                                                       2015 - Present
Senior Program Manager (Contract);  FastTrack Center Customer Service and Support
Lead the Global CSS planning for the FTC Delivery Feedback Program. Partnered with regional leads to build an extensible feedback mechanism for support engineers for FastTrack Operations Portal, Adoption Initiatives and Widget Feedback. Built v-team and managed the development of the intake tool, driving new tools and functionality that mapped to specific ROI, CPE and time savings.

    § Managed new Escalation process deployment to T3 engineers, shorting customer deployments with escalation timelines by a week or more, and increasing adoption rate velocity

    § During first few months of project, got intake tool and process in place that provided time saving functionality upgrades that saved $350k per month in work task time reduction

Microsoft Corporation  Redmond, Washington                                                                         2013 - 2015
Senior User Experience Program Manager for Microsoft Accounts   Consumer Support & Services
Lead the Support Planning process for Microsoft Accounts (MSA). Partnered with Product Group, Readiness and Service Delivery in effectively developing a high satisfaction consumer services experience offering, in a normally customer-irritating space of security and experience interrupts.

    § Developed plan and managed readiness efforts for flight releases of new security features affecting over 1 billion customers

    § Used as a cross-group consultant by product groups in UX product decisions

    § Built strong relationships between business and technology, keeping focus on “obsessing about the customer”

    § Developed new customer security ownership paradigm for identity and corresponding agent tool

    § Built strong relationships between business and technology, keeping focus on “obsessing about the customer”

    § Reduced monthly service incidents from 90k to 20k within 12 months, saving $5million in support costs, with top box score over 90%

Microsoft Corporation  Redmond, Washington                                                                         2013 - 2014
Senior Program Manager / ERP Change Management Sr. Analyst (Consultant)(Contract);  Dynamics AX - DAX
Managed the co-existence Change Management for MS corporate wide Enterprise Resource Planning implementation of Dynamics AX.

    § Lead deployment co-existence analysis for Corporate-wide deployment of DAX AX

    § Unified the engineering, marketing and services group to build out the Co-existence POR for the multi-year deployment effort

T-Mobile (A Deutche Telecom Company)  Bellevue, Washington                                           2012 - 2013
Enterprise Program Office Senior Project Manager (Contract);  Reinvent/Frontline
Lead several Enterprise Challenger time-sensitive system and Web projects subsequent to the AT&T failed merger, including mobile devices, online customer self-service and interactive voice recognition projects.

    § Partner across diverse T-Mobile teams to develop new automated customer self-service programs for mobile devices and IVR systems in a highly-compressed timeframe

    § Effectively managed complex, highly structured EPO project management process to deliver new Frontline effective customer experiences, with all projects completing at or under budget.

Microsoft Corporation  Redmond, Washington                                                                         2008 - 2012
Anti-Piracy Senior Program Manager (Contract);  Product Release and Security Services: Genuine and Secure
Managed digital and physical operational planning and program development for Microsoft international Anti-piracy efforts, including partnering with Dell and other key OEM partners in building out digital key distribution.  Managed the global supply chain operational and OEM tests of new Microsoft security products.

    § Organized physical security feature test plans for flagship Microsoft applications, including Office 2012 & Windows 8

    § Managed the complex partner product key security relationships between Microsoft and Dell and other Top Volume OEMs

World Wide Incentives Compensation Group (Consultant) Sales and Finance Teams
Managed the schedule and tools for Microsoft global salesforce compensation process.Developed executive communication plan to provide appropriate escalations to bring cycle back on track.

    § Brought into team to manage diverse, fragmented Finance, Sales and Technology teams to get back on track for global compensation cycle

    § Teams effectively unified to meet the aggressive compensation cycle

OEM Operations Strategy and Planning Senior Program Manager (Contract)  Emerging and Mature Markets
Operations planning and management of new OEM programs within  the emerging and mature markets. Worked on Ultra-Low Cost PC, StartKey, Secondary PC, NetBooks/NetTops program assessments and implementations, managing the team efforts of Policy, Licensing, Product Launch, SKU development, Anti-Piracy, Billing, Finance and Customer Service.

    § Launched programs with greatly-compressed timelines for quick market responses to OEM customers' needs

    § Managed complex program, in compressed timelines, with on-time launches

VMC Consulting  Redmond, Washington                                                                               2007 - 2008
People Development and Data Center Operations Senior Program Manager  Windows Live Operations
Global strategic and tactical development and management of the personnel and program in Microsoft Windows Live and IT data centers.  My organization included International Data Center operations in Asia and Europe and the global training teams.  Served on senior management global decision-making team.

    § Business development within APAC and EMEA regions, winning new RFPs within my regions

    § Developed and deployed organizational capabilities leadership and consultative training /mentoring program globally to all data center leaders, significantly impacting performance, capabilities and team morale

    § Instituted global rewards and retention program

    § Developed new training delivery business service offering for data center operations

Microsoft Corporation  Redmond, Washington                                                                                  2006
Windows Live Customer Services Readiness PM Contract   MSN and Global Customer Support
Manage team development of email, chat and phone customer billing support for all new and modified MSN / Windows Live product offerings, including Windows Live ID / Passport sign-in / sign up, MSN Games, Expo Live, Hotmail Plus offers, and upcoming new unreleased products and services.

    § Build customer service strategy with product groups for over a dozen separate services/products.

    § Manage service delivery plan, including content development, customer service queues, agent training, and reporting.

    § Frequently requested by product groups to consult as "the voice of the customer" in the overall services, interface and product planning process.

CTB/McGraw-Hill  Monterey, California                                                                                   2001 – 2006
e-Business Systems Program Manager and Implementation Manager  Accountable for visionary leadership, system development and customer implementation of multiple e-Business systems and online large scale assessment applications.  Responsible for establishing excellent communication structures and solid relationships across internal and external organizations for flawless procedural implementations.       

    § Developed company Online Implementation Management structure for effective large scale product implementations with hundreds of thousands of users in numerous states across US and internationally and served as release and implementation manager for online assessment products.

    § Effectively manage simultaneous development of several e-Business and assessment applications, all finishing well below already tight budgets, with 10% - 34% cost savings.

    § Built the "Solutions Modeling Center," a creative lab / sandbox / think tank, to drive product requirements and coordinate system development practices, greatly reducing time of Software Development Life Cycle (SDLC).

Conversational Computing Corporation  Redmond, Washington                                                          2001
Web Marketing Manager   Marketing Communications Group  Led the corporate Web Marketing effort for the Web, server and embedded speech recognition product lines. Managed corporate Internet and extranet content for effective communication and customer relationship development.

    § Led redesign of Corporate Web site, making it an effective communication tool, more graphically appealing, and usable through voice recognition navigation.

    § Managed localization effort with the international German, Korean and French sites.

    § Organized and managed public demos and Web showcases for all corporate speech solutions.

Microsoft Corporation  Redmond, Washington                                                                                                     1998 - 2000
Customer Care Program Manager   Microsoft.com Platform Unit  Led Community and Customer Care initiative for Microsoft.com.  Responsible for initiating, developing, marketing and managing feedback infrastructure for the Web Community for all Microsoft.com products.

    § Created the vision and model for corporate online customer care feedback mechanism for Microsoft.com, the first-ever public feedback mechanism for Microsoft software products.

    § Developed cohesive teams and managed first and second tier online support teams, including overseas vendors and Redmond-based employees, saving company two million dollars in support costs.

    § Provided feedback metrics and reports for product groups on customer issues and "wish list" so that customers' needs were continually brought to forefront during product SDLC.

Web Program Manager   Mac Business Unit   Responsible for all Microsoft Apple/Mac products downloads at Microsoft.com. Localization manager for seven international language releases of the Download Center and products, including simultaneous international releases

    § Led vision for the Mac Download Center, forming team and managing development of online product downloads and upgrades.

    § Web Release Manager for Mac Internet Explorer, Outlook Express and updates.

    § Conducted usability research for the Download Center design, which increased installs of software by four times.

Program Manager   Microsoft Certification Group  Managed development of the MCSD and MCSE Certification Exams.

    § Led teams that developed several exams, including Exchange exam, the first Microsoft adaptive exam.

    § Championed anti-piracy and license compliance within exams and software.

Bellevue Community College, Bellevue, Washington                                                   1997-1998 Academic Year
Full-time Faculty   Communications Technology/Northwest Center for Emerging Technologies  Full-time faculty member teaching multimedia, Web authoring, intellectual property issues and graphic design.  My courses always had waiting lists.

    § Program manager for eight simultaneous student multimedia development team projects with non-profit organizations (including Seattle Art Museum, Seattle Philharmonic Orchestra, United Way, etc.) Many students would show their projects at job interviews, and be offered positions on the spot.

    § Course emphases on team development, group and client relationships, copyright issues; critical skills often missing in technology work environment.

Goehner Consulting Services, Redmond Washington                                                                                       1996 - Present
Owner and Consultant    International and domestic business consulting in computer technology, training, Web design, marketing, anti-piracy/copyright and cross-cultural relationships. Client list includes University of Washington, Teuscher Truffles of Switzerland, Mack's Lure, Loving Stitches Craft Company, Genesys/Alcatel, Watchwise Intelligent Monitoring (Haifa, Israel).  Former Executive Director for The Center For Learning, Teaching and Assessment Concepts , an international educational resource program.

    § Web site development ranges from "Internet presence" to 300 page sites and shopping carts.

    § Directed Economic Tradeshow for Russian Connections Conference, in coordination with Boeing, Washington Secretary of State's Office, and Foundation for Russian/American Economic Cooperation, and other local and international companies, drawing international business leaders.

    § Consulted in several sensitive international cross cultural employer/employee business relationships.

Russian/American Educational Program, Moscow, Russia                                                             1992 - 1996
Director  International Educational Program that taught humanities, economics, technology, citizenship and democracy in the SW Moscow School District.

    § In cooperation with university programs in US and Russia, recruited, trained and supervised the American and Canadian team in nine different school programs in Moscow.

    § Taught in public and private schools and with Russian and Hungarian diplomats at Hungarian Embassy and led and managed international educational seminars and conferences.

    § Developed educational and cultural exchange programs, bringing international students to USA for six week to one year exchanges.

Seattle Pacific University, Seattle, Washington                                                                                                         1990 - 1992
Graduate Research Assistant   School of Education  Assisted and directed several research projects and taught classes in field of education at graduate level.

    § International research project: A Comparison of Educational Technology Use in American, German, Russian and Hungarian Classrooms.

    § Developed several educational videos and multimedia presentations, many funded and used by educational publishing companies.

Educational Background

       Postgraduate research, Educational Administration and Curriculum
Moscow State University of Sociology and Pedagogics, Moscow, Russia 1993-1995

       Masters in Education, Curriculum and Instruction/Educational Technology
       Seattle Pacific University, Seattle, WA, 1992

       Bachelor of Arts, Psychology
Seattle Pacific University, Seattle, WA, 1983

       Associate in Arts, Psychology
Wenatchee Valley College, 1981