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Microsoft Platforms Global Escalation Services Community

Microsoft Platforms Global Escalation Services Community. Jeff Dailey Principal 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.

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Microsoft Platforms Global Escalation Services Community

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  1. Microsoft Platforms Global Escalation Services Community Jeff Dailey Principal Escalation Engineer

  2. 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.

  3. Why blog? • Blogs are pushed with RSS feeds • Blogs have dedicated segments of proactive readers • Blogs can target conceptual vs prescriptive knowledge • Blogs help in making a personal connection with your community

  4. 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.

  5. Knowing your market. Who do we blog for? • In-house IT professionals. • 3rd party support professionals. (2nd,3rd,and 4th tier) • MVPs • Microsoft Engineers world wide.

  6. Targeting Content by Cost • Identify top support issues by symptom type and time to resolve.

  7. Platforms teams Blogging Procedure • Hosted 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.

  8. NTDebugging BlogGrowth since Dec/2006

  9. Methods to build community • Blogging • Live Chats with the Platforms Team • Debug puzzlers • Internals Certification • Training center content / courses • Debug learning exercises • Facebook groups • IT Pro magazine • MSDN Articles. • Talk Back Videos

  10. NTDebugging Blog Chat • Talk live with our Escalation Engineers • Our last community chat was August was 13, 2008 • Our next community chat will be March 17, 2009 at 2:00pmEST

  11. Talk back videos • Adds a personal touch to a post • Allows for targeted on demand training for common diagnostics methods such as handle leaks, desktop heap etc. • Easy to develop and deploy • For a list of videos we have posted thus far http://blogs.msdn.com/ntdebugging/archive/tags/video/default.aspx

  12. Debug learning exercises & Debug Puzzlers Debug 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.

  13. Facebook groups, social networking for Debugging Experts! • Windows Debugging group 329 members • Escalation Engineers group 144 members

  14. 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 • DebugDiag • Say "Whoa!" to Runaway Processes • Resolve Memory Leaks Faster

  15. Windows Internals Certification • How do we certify escalation engineers and Internals experts? • We asked our community for help • Windows 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

  16. Windows Internals Courses • Code Machine www.codemachine.com • Solomon Seminars www.solsem.com • Aziuswww.azius.com • Windows Internals courses are now available via the Microsoft Courseware Library. • 50155A: Win Internals for ITauthor: SELA release date: 12/15/2008 Course Number: 50155A-EN • 50154A: Win Internals for programmersauthor: 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

  17. Our External Points of Contact • Blogging 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.aspx • http://msdn.microsoft.com/en-us/magazine/dd420456.aspx

  18. Q&A

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