Microsoft Platforms Global Escalation Services Community Jeff Dailey Principal Escalation Engineer
Feb 24, 2016
Microsoft Platforms Global Escalation Services Community
Jeff DaileyPrincipal Escalation Engineer
Why Build Community? Establishes well defined group of industry
experts.Allows sharing of targeted content such as
best practices in diagnostics.Help set education standards.Identify industry peers and leaders.Increase the quality of customer partner
engagement.
Why blog?Blogs are pushed with RSS feedsBlogs have dedicated segments of proactive
readersBlogs can target conceptual vs prescriptive
knowledgeBlogs help in making a personal connection
with your community
Blogging Mission. Reduce incoming calls for common problems. Reduce the cost if a customer contacts your
company. Produce content that is reusable and can be
leveraged inside and outside of your company. (Internal training can be community content)
Market your groups brand, in our case (Global Escalation Services) to the industry.
Make our customers, and partners great debuggers and trouble shooters.
Knowing your market. Who do we blog for?
In-house IT professionals.3rd party support professionals. (2nd,3rd,and 4th
tier) MVPsMicrosoft Engineers world wide.
Targeting Content by CostIdentify top support issues by symptom type
and time to resolve.Classification
Minutes to Solve Incidents Avg Cost
Hangs XXXXX YYYY ZZZZLeak XXXXX YYYY ZZZZHigh CPU XXXXX YYYY ZZZZFeature X XXXXX YYYY ZZZZFeature Y XXXXX YYYY ZZZZFeature Z XXXXX YYYY ZZZZFeature C XXXXX YYYY ZZZZ
Platforms teams Blogging ProcedureHosted on community server.Post blog idea to internal distribution group.Two peers edit and OK the content.Then the content is posted by one of 3 blog admins.If customers comment on a post it is sent automatically
to our internal DL where our blog ideas are also received.
Search news group for problems that could be fixed by your blog post and author your link to the blog.
Try to maintain coherency with the rest of the blog. We currently have a series of blogs we are doing on hangs.
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Methods to build communityBloggingLive Chats with the Platforms TeamDebug puzzlersInternals CertificationTraining center content / coursesDebug learning exercisesFacebook groupsIT Pro magazineMSDN Articles. Talk Back Videos
NTDebugging Blog ChatTalk live with our Escalation EngineersOur last community chat was August was 13,
2008Our next community chat will be March 17,
2009 at 2:00pmEST
Talk back videosAdds a personal touch to a postAllows for targeted on demand training for
common diagnostics methods such as handle leaks, desktop heap etc.
Easy to develop and deployFor a list of videos we have posted thus far
http://blogs.msdn.com/ntdebugging/archive/tags/video/default.aspx
Debug learning exercises & Debug PuzzlersDebug Learn:Simple examples to target the development of core skills in
our community.
Puzzlers:Challenge the community to test their skills with some of our
tough scenarios.Allows community to show their skills in resolving complex
problems. Drive interest in the over all content of the blog, people visit
to get the next puzzler. Provides and an interactive form for readers.
Facebook groups, social networking for Debugging Experts!
Windows Debugging group 329 members
Escalation Engineers group 144 members
IT Pro Magazine Column“What Would Microsoft Support Do?”GES Started publishing October 2008
Get a Handle on Windows Performance Analysis
Resolve WMI Problems Quickly with WMIDiag
Troubleshooting the Infamous Event ID 333 Errors
Simplify Process Troubleshooting with DebugDiagSay "Whoa!" to Runaway ProcessesResolve Memory Leaks Faster
Windows Internals CertificationHow do we certify escalation engineers and
Internals experts?We asked our community for helpWindows Internals and Debugging SMEs from
around the world answered. Out of this effort the Windows Internals Technical
Specialist Certification was created. All Microsoft platforms EE are certified. 70-660
http://www.microsoft.com/learning/en/us/exams/70-660.aspx Published October 13, 2008
Windows Internals CoursesCode Machine www.codemachine.com Solomon Seminars www.solsem.com Azius www.azius.com
Windows Internals courses are now available via the Microsoft Courseware Library.
50155A: Win Internals for IT author: SELA release date: 12/15/2008 Course Number: 50155A-EN
50154A: Win Internals for programmers author: SELA release date: 12/16/2008 Course Number: 50154A-EN
You can find a Certified Partner with Learning Specialty at http://www.microsoft.com/learning/cpls/reasons/default.mspx
Software Assurance Vouchers can pay for the CPLS training
Our External Points of ContactBlogging Site – Debugging techniques and
training. http://blogs.msdn.com/ntdebugging/
IT Pro Articles – Handle leaks, Process Spikes, WMI, and Memory Leaks. http://windowsitpro.com/authors/authorid/1822/michael-morales.html
MSDN – Learn about system PTE’s and IRP’s.http://msdn.microsoft.com/en-us/magazine/dd420461.a
spxhttp://msdn.microsoft.com/en-us/magazine/dd420456.a
spx
Q&A