Professional Journey
2004-2014
Operational Excellence & Strategy
Transitioning into operations, where I began designing the frameworks and playbooks that align technical capabilities with customer-first business objectives.
Operations Director · La Foret CRC
Cloud Architecture Foundations
2018 — 2021
IT Cloud Platform Support · Microsoft
Mastering the technical backbone of scalable IT infrastructure, providing critical support partners, enterprise, startup, and nonprofit customers across the cloud platform and developing a technical intuition for system resilience.
Scaling Enablement Systems
2022 — 2025
Developing the enablement systems and interactive learning content that close knowledge gaps and empower support teams to resolve complex technical issues efficiently.
Support Operations Lead · TeKnowledge
AI-Driven Support Operations
Present
Expert Consultant · Support Enablement
Integrating AI capabilities with nearly a decade of technical ops experience to build high-performance, customer-first teams that set new industry standards.
Architecting resilient operations that scale with your growth
My career journey from operations management to technical support has uniquely positioned me to bridge the gap between complex tech infrastructure and customer-centric support systems. I don't just solve problems; I build the playbooks and enablement frameworks that prevent them.
From History to Expertise
15+
YEARS IN OPERATIONS MANAGEMENT
SUPPORT ENABLEMENT
Designing interactive playbooks and AI-driven troubleshooting guides.
DATA-DRIVEN INSIGHTS
Translating complex performance metrics into actionable behavioral pivots.
PROCESS IMPROVEMENT
Scaling support frameworks that achieved target CSAT scores for global teams.
Support Operations · Support Enablement
Heather A. Rousseau
Leveraging deep expertise in cloud architecture to build resilient, customer-centric operational frameworks that propel high-growth tech companies.
Previously at
