As an Office 365 and Azure CSA-engineer specializing in cloud security at Microsoft, I am responsible for designing and implementing secure cloud solutions for our customers using Microsoft technologies. I have a deep understanding of the unique security challenges presented by cloud environments, and I work closely with our customers to develop and implement robust security strategies that protect against cyber threats and data breaches.My key responsibilities include:Designing and deploying secure and scalable cloud solutions using Microsoft technologies, including Office 365, Azure AD, and Azure IaaS and PaaS services.Configuring and managing a range of Microsoft technologies, such as Exchange Online, SharePoint Online, Teams, and Intune, to ensure the security and compliance of cloud environments.Conducting risk assessments, security audits, and penetration testing to identify and mitigate security risks.Implementing security controls and processes that align with regulatory requirements, such as HIPAA, GDPR, and FINRA, to help our customers achieve compliance.Staying up-to-date with the latest security threats and trends and leveraging cloud security tools and technologies, such as Azure Security Center, Azure Sentinel, and Azure Information Protection, to ensure the security and compliance of cloud environments.

Designed, created, and implemented support processes, including SLAsand escalation procedures for ensuring efficient incident management byHelpdesk staff.• Managed equipment, operations, and maintenance/security programsaffecting 3000+ users, 48 remote offices and 3 Data Centers.• Support and develop departmental processes, such as changemanagement, incident management or problem management• Develop consistent operational reporting against standards and establishService Level Agreement (SLA) management approach• Effectively manages time, prioritize, assign, and manage daily workloads• Managed staffing and reduced team expenditures.• Responsible for Windows systems management, SQL support, Web andExchange and various other groups supporting IT Infrastructure• Created processes to reduce downtime and increase the reliability of systemsusing automated technology• Administered salary budget, performance reviews, and training.• Supervised a staff of eleven; reported to Senior Manager of IT

Premier Field Engineer for Premier customers, I represent Microsoft, deliver Premier services and communicate with corporate customers via telephone, written correspondence, or electronic service regarding escalated problems in Microsoft software products, and manage relationships with customers. • Act as the customer lead for proactive and reactive service delivery for Premier accounts• Responsible for creating lifecycle technical documentations, customer specific training documentation and custom customer education sessions• Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, TAMs, DSEs and account executive management.• Maintain strong relationships w/ customer contacts to ensure high CPE• Develop custom scripts to monitor or fix issues, or create customer specific KBs to mitigate customer pains longer term; this may involve writing sample code or new IP development type of work• Manage crisis situations that may involve politically challenging issues and diverse audiences and participate in the 24X7 on-call rotation model. • Available to travel within the US for assigned Premier customer accounts to conduct lifecycle related assessments / reviews, to ensure timely delivery (up to 80%).• Lead regular triage meetings to share lessons learned with customers, engineers and TAMs, and defines mitigation strategies to ensure customer solutions run efficiently.• Collaborate with other technical teams (EE, PFE, TAMs, Dev. & MCS architect) at Microsoft to deliver product and solution level support• Train and mentor others, across regional teams and help with onboarding of new engineers

• Provides direction and lead efforts of a team of 70 remote Service Desk support team members in support of Microsoft Office 365. • Manages resources to meet agreed upon service levels based on available resources.• Measures and reports on actual team’s performance on a regular basis. • Respond to emergent requests for service and/or unforeseen demand• Coaching and training of new training material, new tools, and customer skills. • Facilitate team meetings to promote unified team communication and understanding • Promote an overall business-driven customer service focus within IT. • Create requests for new tool functionality for presentation to the team and management. • Responsible for ensuring the technical readiness of the team. • Audits compliance against standards on a regular basis and report results. • Corrective action within “Performance Improvement Plan” against required standards of behavior, conduct, and performance. • Manage team effectiveness through evaluation of continuing education, training, technology enhancements through testing and or other measurement means with primary responsibility to: • Integrate the training function into technical deployments to enhance immediate associate productivity and to reduce post-implementation support. • Provide beginning and end-of-shift productivity reports • Manage individual agent performance, development, and training through documentation, coaching, and personal development programs. • Document and report on items to upper management for process improvement • Validate presence of all scheduled personnel, for each shift. • Audit/validate timekeeping records for assigned personnel. • Assist in the development of training by identifying opportunities for improvement.• Exhibit leadership through personal responsibility, accountability and teamwork

Team Leader at Microsoft working closely with Team Manager to ensure we are meeting the requirements for Microsoft. I work with with six other Ambassador Team Leads to manage 65 agents. Below is an overview of my daily responsibilites• Support breadth of Microsoft Office 365 products and services.• Ensure SLA is met for all service requests• Reach out to customers foster a true concierge relationship • Address Procedural and training opportunities for ambassadors• Exhibit the Concierge Mindset while leading from the front, working customer requests• Mentor ambassadors to fill knowledge gaps• Coach ambassadors to reinforce best practices• Provide escalation point for ambassador and escalate further if needed.• Manage resources depending on volume requirements• Ensure all team cases are updated and worked daily.• Coach Ambassadors daily to ensure high customer satisfaction• Monitor and coach on soft skill improvement opportunities.• Speak with customers requesting a conversation with management• Provide performance feedback to ambassadors

As a Concierge Ambassador my role was to WOW the customers by going above and beyond the initial request and taking ownership of the service request until it was completed to the customer’s satisfaction. I was quickly promoted a Ambassador Team Lead within the first 30 days of joining the program. • Provide enterprise level support for Office 365 Small Business/ Enterprise environments• Troubleshoot and configure Exchange SharePoint and Dynamics CRM• Resolve issues with Windows Server 2003-2012 R2 and Exchange Server 2003-2013• Troubleshoot and resolve issues with AD FS, SSO, Dir Sync and Hybrid • Act as a SME for multiple avenues including OSX and iOS

Senior Systems Engineer with a proven record of enhancing technical support procedures, automating routine tasks, and surpassing all customer service level objectives. Comprehensive history with leading technologies, including multidisciplinary experience in:• Windows Server 2003, 2008 and 2012 • Windows Small Business Server • Windows XP, Vista, 7 , and 8 • Windows Server Update Services • Exchange Server• SharePoint 2010• Multiple Backup platforms• VMware ESX and ESXi Server Administration• Blackberry Enterprise ServerTechnical• Perform Windows server administration in a virtual/physical mixed environment.• Maintain Dell, HP, IBM server hardware• Maintain various desktop and mobile hardware platforms• On-site, remote, and in-house troubleshooting and repair of various PC issues• Provide support and training to employees of Managed Service Clients• Onboard new clients, deploy management software• Successfully Plan and Execute major software upgrades and migrationsManagement• Create and implement Service Delivery S.O.P best practices.• Create technical publications for both internal and external use.• Create and deploy after hours support messaging system.• Responsible for evaluating and training of new IT support staff.• Escalation point for all levels of support.