Lydia Shiffler.

Product Manager & Customer Success

Five years at Microsoft translating Azure complexity into customer clarity. A CS degree, a sales certificate from one of the nation's top programs, and a coffee brand built from scratch. Ready to bring it all somewhere creative.

Let's connect

At Microsoft

5 yrs

Promotions

IC1→IC3

Degree

Computer Science

Based in

Denver

A Computer Science degree paired with a certified sales credential and five years of frontline Microsoft support — that combination is rare, and it's exactly what strong PM and CSM work demands.

About

About me

Turning
complex issues
into
clear next steps
and better outcomes.

I want to work somewhere that values curiosity, communication, and impact — not just ticket counts.

I studied Computer Science at Ohio University's Russ College of Engineering, where I also earned a Certificate of Sales through the Schey Sales Centre — one of the nation's first and top-ranked collegiate sales programs. Completing both simultaneously was unusual and intentional: I wanted to understand how technology is built and how to genuinely connect it to people.

At Microsoft I spent five years as a Technical Support Engineer for Azure Virtual Machines, earning promotions from IC1 through IC3. I became the person teams called when their was a serious issue and the customer was frustrated — not because I loved fixing servers, but because I care deeply about the people on the other end of every case. I mentored engineers, built internal tooling, closed process gaps, and consistently advocated for customers to product teams.

Outside of Microsoft, I built Mug Coffee from zero: a mobile coffee bar concept with full brand identity, marketing strategy, and business plan. That project is the clearest proof I have that I can take an idea and run with it end to end.

I'm now looking for a PM or CSM role at a creative, mission-driven company where those skills get to matter.

Product Management Customer Success Stakeholder Communication Schey Sales Certificate Azure Virtual Machines Cross-functional Collaboration Mentoring & Training Process Improvement Brand Strategy Data Storytelling B.S. Computer Science

Work experience

Where I've been
& what I built

2020 – 2025Denver, CO
Full-time · IC1→IC3

Microsoft

Technical Support Engineer — Azure Virtual Machines

IC2 & IC3 · 2021–2025

Resolved complex customer issues using advanced troubleshooting tools, keeping customers informed and confident throughout
Collaborated with cross-functional engineering teams to surface product feedback and drive platform improvements
Mentored incoming Technical Support Engineers and contributed to readiness programs across the VM Pod
Built automated tooling to accelerate issue resolution and provided structured feedback for continuous improvement
Identified and closed process gaps, sharing best practices that improved support effectiveness team-wide

IC1 · 2020–2021

Analyzed and resolved customer Azure VM issues while maintaining clear communication throughout
Collaborated on complex technical issues and contributed to process improvement initiatives
Maintained accurate documentation and escalated potential defects to preserve service quality

AzureVirtual MachinesEnterprise SupportCustomer AdvocacyMentoringProcess Improvement

Summer 2019Chicago, IL
Internship

Softchoice

Technical Sales Intern

Completed a four-week intensive covering sales strategy, complex product knowledge, and industry best practices
Developed data storytelling skills to uncover customer objectives and match them with workflow-elevating solutions

Technical SalesData StorytellingSolution Selling

2016 – 2020Athens, OH
Degree

Ohio University — Russ College of Engineering

B.S. Computer Science + Certificate of Sales

Built a strong foundation in software systems, data structures, and human-computer interaction
Earned the Schey Sales Centre Certificate — one of the nation's first and top-ranked collegiate sales programs — with real hands-on sales hours through classroom training and internships

Computer ScienceSchey Sales CentreHCISoftware Systems

Selected projects

Building things
that matter

Microsoft · 2025 · Active

Project Bliss — Copilot AI Improvement

Improved Copilot usability for internal Microsoft support tools by validating AI responses and refining documentation. Championed inclusive design and drove continuous improvement across the team through structured insights and open dialogue.

AI / CopilotUXInclusive Design

Microsoft · 2021–Present · Active

VM Global Hub — Internal Team Website

Built and maintain a centralized website for the Azure VM team: communications, resources, announcements, and community engagement forums — all in one place. Actively iterate based on colleague feedback.

Web DevInternal ToolingTeam Enablement

Ohio University · 2019–2020 · Senior Project

Study Room Sensor App

Identified a real gap for college students and built a hardware + software solution end-to-end: a sensor and companion app showing real-time study room availability. Ran trials and iterated based on gathered user data.

Hardware + SoftwareUser ResearchProduct Thinking

What I bring

Why I'm the
right fit

I understand both sides of the problem.

A CS degree plus a nationally ranked sales certificate means I can go deep on the technical details when needed—while still communicating clearly enough to give customers and executives confidence. That combination is rare.

Customer empathy is built in

Five years of frontline Microsoft support taught me that customers don't care about architecture — they care about outcomes. I listen, find root causes, and respond in ways that build trust. That's the core of great CSM work.

I make complexity simple

From Copilot AI documentation to internal tooling to a coffee brand built from scratch — I've always turned complex systems into clear, useful experiences. Better onboarding, sharper roadmaps, stronger retention.

Featured project

Mug Coffee

Brand & Business Venture · Denver, CO

A mobile coffee bar
built from scratch

Mug Coffee was a concept I developed with a partner: a mobile coffee bar designed to bring a warm, community-focused café experience to events, markets, and neighborhoods. We handled everything — brand identity, color systems, illustrated designs, marketing strategy, vendor sourcing, and financial modeling.

Though we chose not to launch, it's the clearest proof I have that I can take an idea from zero to a fully realized, market-ready concept — end to end.

Brand Identity Go-to-Market Financial Modeling Vendor Sourcing Creative Direction Social Media

Brand palette

Mandarin

Cream

Mist

Cobalt

Field

Brand photos and vision