Viggo Forde LinkedIn Profile

Contact Viggo Forde www.linkedin.com/in/viggoforde CIO for Snohomish County & Honorary Consul of Norway (LinkedIn) Greater Seattle Area Top Skills Summary Business Process Improvement My passion is to help lead transformation projects that make teams Strategic Planning and businesses more successful. Information Management As a certified Prosci Change Management leader I can successfully Languages step into transformation projects large and small. My work has Nynorsk, Norwegian shaped how teams look and operate and the outcomes have Bokm�l, Norwegian resulted in measurable customer and business impacts. This Norwegian experience spans multiple lines of business and companies. Certifications In the last two years my core focus has been on leading technology Prosci Change Management Leader modernization and a large portfolio of IT systems and infrastructure for Snohomish County Government with 3000 employees. Prior to that I led large transformation projects in Customer Service and Support at Microsoft that impacted how the global support business operates. These projects led to dramatic improvements for customer and employees both. My leadership experience spans three multinational companies with deep subject matter expertise in global information and content management, program management, and technical / customer support strategies. This is supported by an ability to lead effective change management in a highly matrixed and distributed stakeholder environment. Using insights gained from data and analysis I have successfully managed complex businesses and organizations. Data-driven decision making helps me achieve higher impact. I have a collaborative leadership style and as a manager and leader have demonstrated the ability to hire and create successful teams that drive impacts in global organizational structures. Specific skills and experiences include: Page 1 of 8

• Program & Portfolio Management • Strategic Planning & Execution • Cross-team Collaboration • Information and Knowledge Management • Change Management • Process Improvement • Support Strategy and Planning • Engineering Team Leadership • Learning/User Education • Localization & Globalization • Global Vendor Management • Machine Translation • Operational Leadership • International Team Management • Profit & Loss (P&L) Management • Policy & Procedure Development Experience Snohomish County, WA CIO & Director of IT January 2019 - Present (5 years 11 months) Everett, WA Snohomish County is the third largest county in Washington and one of the fastest growing counties in the country. As the CIO & Director of IT I lead an organization of IT professionals that manage the information technology and information needs for county leadership as well the population of Snohomish county. Norwegian Consulate (Pacific Northwest) Honorary Consul of Norway to Washington, Oregon, and Idaho May 2019 - Present (5 years 7 months) Greater Seattle Area As the Honorary Consul to Norway I represent the Norwegian Government and act as a community representative in the Pacific Northwest. In addition to community functions and organizations I work to ensure that Norwegian interests and residents are cared for in our region, and participate in both community and industry events - both bilateral events that can include Page 2 of 8

interpretation and translation needs as well as multinational events with the consular community. Independent Consultant / Invisibleinch Consulting President December 2018 - Present (6 years) Greater Seattle Area As an experienced leader of global knowledge management businesses with significant strengths in the area of business process re-engineering and change management, I am able to provide services to a broad range of businesses with an international focus. This includes freelance translation and interpretation needs for Norwegian business. My experience in leading transformation projects that impact up to thousands of employees enables me to take on large and complex projects, often with a global nature. My approach includes using disciplined and rigorous change management procedures, such as the ADKAR solutions from Prosci. In addition I have significant experience in designing and implementing processes across multiple stakeholder groups. Microsoft Senior Director Business Program Management | Microsoft Customer Service and Support 2015 - November 2018 (3 years) Greater Seattle Area Responsible for leading multiple re-engineering program for Commercial global technical support business, shifting the operating model to a new customer focused structure. Managed a diverse global team of process and quality engineers and program managers to focus on support agent processes and tools, as well as process, policy, and procedure content and information. Business impacts included: • Led design of new operating model that drove a 20% increase in customer satisfaction, a 15% boost in time to solution, and increased through put of support cases by 15%, impacting 8,000 engineers. • Created agile model for the team’s work reducing delivery of team outputs from 90 to 30 days. Page 3 of 8

• Team workforce health index of 95% and 96% (on 100 point scale) over the last two years. Amazon Senior Manager Global Content Strategy, Amazon 2014 - 2015 (1 year) Greater Seattle Area Executed global content strategy for the division to ensure Seller success is high. Managed a global team of content and localization engineers and managers. Re-engineered a stale and antiquated content creation and localization model and modernized technology solutions for the team. Significantly increased capacity and scalability of the operations by shifting to a scalable and agile business model for content creation and localization. Transitioned from a translation oriented business model to globalization of content. Specific results include reduced cycle time for content creation by >50%; localization by 80%; cost/word financials for localization reduced by 76% through outsourcing and process re-engineering. Expanded global team from 31 FTE to 55 FTE to handle business growth and drive re-engineering efforts. Drove design needs for new systems and tools, including first use of Machine Translation for support content translation in Seller Support at Amazon. Microsoft 19 years Director of Content Publishing | Office Division 2012 - 2014 (2 years) Redmond Led technical teams responsible for user assistance and technical knowledge in planning, deployment, and operations for Enterprise and Business users in Office 365, Exchange, Skype, and SharePoint. Owned design and development of technology solutions to create and manage user assistance information for Office Division. Define content strategies focusing on Enterprise to medium size business users. Accountable for user assistance related to planning, deployment and operations for Office 365, Exchange, Lync, SharePoint. Page 4 of 8

• Re-engineered the team to operate in an agile development model; owned tools and systems development to enable the Content Publishing team to support future content development needs. • Own and manage community and social media experiences including EHLO, Nexthop, DrRez (Blogs), and DrRez on Facebook and Twitter. • Budget accountability for a $10+M resource and vendor budget (55 FTE/12 vendors). • Partner with other teams across the company such as marketing, Consulting Services, Customer Service and Support, IT infrastructure teams to drive continuous enhancements to user experiences. Director of Content & Localization | Microsoft Server & Cloud Division 2010 - 2012 (2 years) Redmond Directed technical user assistance and localization teams for Enterprise and ITPro users covering System Center suite and Intune. Implemented a new operating model leveraging data and insights for process improvements. • Led redesign of internal content management processes, success measures/ scorecards, and financials for broader team resulting in 25% reduction in cycle time for deliverables and 20% cost reduction. • Managed localization for System Center, Azure, Commerce, and Identity below target of $15M budget. • Drove process centered design of the UA business in the System Center technologies. • Managed a user assistance team responsible for documentation and information experience for System Center Product Suite, publishing to multiple web properties. • Managed stakeholder engagements with senior leadership across 4 product divisions driving a superior experience with Microsoft’s user assistance / information experience Director of Solutions Management | Microsoft Corporate, External, and Legal Affairs (CELA) 2008 - 2010 (2 years) Served as a CTO for Microsoft’s legal department and managed the product management team that defined strategic technology direction to leadership in Microsoft’s Legal and Corporate Affairs division. Acted as the IT voice for the Page 5 of 8

Microsoft legal department to the Microsoft CIO and his team. Managed a set of 55 legal applications. • Created a business case for 33% increase in IT investment in CELA during a downward budget cycle, and received approval from Microsoft’s CIO to implement plan. • Defined IT solutions in document and information management, legal compliance, patent and portfolio management, document retention, and antipiracy and other legal specific solution domains. • Leveraged process management methodologies to influence design of relevant tools for the legal professionals. • Engaged and partnered with Senior legal leadership in Microsoft to define and develop solutions improving the life for legal professionals with a strong focus on cost management and containment. • Provided long term strategic solution mapping and guidance to leadership in LCA and Microsoft IT up to the CIO and General Council level. Director of Content and Localization Services | Microsoft Customer Service and Support (CSS) 2000 - 2008 (8 years) Greater Seattle Area Defined strategy and led a team of 150 across 17 countries for Microsoft Worldwide online support sites and knowledge base content. Reengineered the operating model to shift focus to strategic work using internal resources and outsourcing for variable and lower value outputs, and implement leading edge technology solutions across both content management and localization. • Reduced human translation cost 20% through a new operating model for localization/globalization. • Expanded footprint for http://support.microsoft.com from 16 to 41 languages and 81 markets. • Awarded Bill Gates Engineering Excellence award for leading the use of machine translation that resulted in a $16M cost savings for localization in Customer Service and Support. • Defined and implemented localization and globalization strategy for CSS Online Support business. Page 6 of 8

• Managed teams ranging from 40-120 full time/30-50 CSG/Vendors with responsibility for localization, website and content management, as well as global vendor account management. • Managed Global content and site management in 41 languages/81 markets for http://support.microsoft.com, http://support.msn.com , https://support.live.com , https://premier.microsoft.com , and http:// mvp.support.microsoft.com • Drove centralization and growth of the localization and site management business across support.microsoft.com from 12 languages (FY02) to 41 languages/80+ markets. • Highly skilled manager with Workforce Health Index (WHI) ranging from low of 81/100 to high of 95/100 with team sizes ranging from 40 to 120 employees. • Defined and implemented a globally distributed resources into one central team managed out of US Corp resulting in 20% year over year reduction in budget thru improved leverage of global resource model. Business Manager | Microsoft Worldwide Operations – Americas Finished Goods 1998 - 2000 (2 years) • Decision support for North and Latin America Full Packaged Products. • Owner of annual planning, headcount & expense management, business reviews to VP level. • Decision support and cost analysis in vendor selection process for Americas Region Turnkey Vendors (manufacturing and distribution). • Data and analysis guided price negotiations for new vendor. Y2K lead for North America and Latin America Finished Goods organization. Senior Methods Analyst | Microsoft Product Support Services (PSS) 1995 - 1998 (3 years) • Built simulation decision support model of support phone business to aid Microsoft Product Support in management of key product launches, including Windows95, Office97. • Process and efficiency consultant to Executive Management. • Built and managed division leadership budget presentations to the Microsoft Executive Leadership Team Boeing Commercial Airplanes Process and Industrial Engineer 1988 - 1994 (6 years) Process & Industrial Engineer positions with focus on process improvement, quality improvement and decision support. Accomplishments include: Page 7 of 8

Implementation of statistical and simulation modeling in decision making with numerous successful applications; designed and implemented the 777 manufacturing weight reduction program; Industrial Engineering lead in Activity Based Costing (ABC) program on 777 Division; Conducted negotiations with FAA and engineering groups on implementation of design changes affecting aircraft certification. Education University of Washington Masters of Science, Engineering University of Washington Bachelor of Science, Industrial Engineering Page 8 of 8