DSE Spotlight – Robert Burnett

What is your previous experience with Microsoft?

I’ve been working IT for 25+ years now, but I’ve worked at Microsoft two different times for around three years total.

What made you decide to join US Cloud?

I was looking for a company that could give me an opportunity to use my IT experience to help clients improve their situation while also providing me a challenge and US Cloud was the perfect fit.

What does it mean to be a DSE and how does your role impact clients?

DSEs are experts in customers environments. We monitor tickets, we track and mitigate risk, we provide value that you don’t find in other support providers. We can tell clients ‘here’s common problems we see and here’s how we solve them.’ Our support get’s out ahead of the problems because we know our customers environments so well. We are consultants and support services wrapped into one convenient package.

Are there any initiatives or projects that you feel strongly reflect the impact of your role?

As an Escalation Engineer, my contributions have been multifaceted and significant. My recommendation to deploy dual engineering support for high-severity cases has enhanced our response efficiency and customer satisfaction. I get a chance to help clients overcome their struggles and get to know them on a personal and professional level, which is something you don’t get with most roles.