Oct 2023 – Aug 2025 · 1 yr 10 mos · Honolulu, Hawaii, United States · Remote

• Designed and implemented advanced security controls that safeguarded enterprise network infrastructure and computer systems, tightly aligning each measure with evolving organizational requirements and risk appetite.
• Executed comprehensive risk assessments, penetration testing, and vulnerability scans to proactively identify threats and close security gaps before exploitation.
• Developed and deployed industry specific security frameworks for insurance operations, ensuring full compliance with regulatory mandates (e.g., NAIC, HIPAA) and protecting sensitive policyholder data.
• Hardened Microsoft 365 environments by enforcing zero trust principles, MFA, conditional access, and data loss prevention policies—significantly elevating tenant resilience and incident response readiness.
• Partnered with C suite and cross functional IT teams to translate business objectives into actionable security strategies, balancing risk mitigation with operational agility.
• Championed a culture of security awareness, delivering targeted training and establishing continuous improvement programs that increased employee security protocol adherence across the organization.

Apr 2023 – Sep 2024 · 1 yr 5 mos · Tampa, Florida, United States · Remote

• Tier 3 escalation point for hybrid mail routing issues in Exchange 2016, O365, and Proofpoint Email gateways
• Administered and managed Proofpoint Email Security Gateway (v8.186) and Proofpoint Archive to safeguard email communications.
• Possess working knowledge of email authentication and DNS-related technologies (SMTP, SPF, DKIM, DMARC) to enhance email security and ensure proper domain validation.
• Monitored email traffic, identified suspicious activities, and conducted thorough analysis of email security incidents. Performed root cause analysis to uncover security gaps and implemented corrective measures to prevent future threats.
• Provided advanced troubleshooting for complex email security issues, including spam filtering, email deliverability, and phishing attempts. Collaborated closely with IT and cybersecurity teams to resolve escalated incidents efficiently.
• Maintained up-to-date documentation of email security policies, configurations, and incident response procedures, ensuring ease of access for reference and compliance.
• Leveraged PowerShell scripting to automate repetitive tasks, including mailbox management and user provisioning, enhancing efficiency and accuracy in system administration.
• Managed 45,000+ mailboxes in M365 Exchange Online and Exchange 2016 with a focus on maintaining seamless email services. Acted as the primary responder for escalated incidents, providing rapid assessment and resolution while working with Microsoft support and internal teams to uphold a secure, high-performance email infrastructure.
• Utilize Splunk for Exchange and Proofpoint message tracking, system events and other
• logging events.
• Set up and configure Fax2mail accounts for faxing
• Utilize Datadog for monitoring and reporting.

Sep 2021 – Dec 2021 · 3 mos · United States

• Deliver Office 365 solutions in large, complex enterprise environments, ensuring seamless deployment and integration.
• Create O365 analytical reports for EAP/adoption
• Assist in review/coordination/communication with customers of EAP O365 feedback log issues
• Attend technical calls as O365 SME
• Upgraded Cisco IronPort topology and systems
• Administer and support Office 365 services, including Exchange Online, SharePoint, Teams, and OneDrive.
• Manage Office 365 security measures, including working with Federation Tools, ADFS, and Azure Active Directory.
• Provide excellent customer service, building strong client relationships through effective communication and problem-solving with world central banks.
• Manage multiple assignments, prioritize tasks, and meet deadlines in a fast-paced environment.
• Escalate and communicate issues promptly while maintaining superior system documentation.

Nov 2020 – Aug 2021 · 9 mos

• Lead and assist in migrating O365 Exchange objects to the destination tenant for 25,000 users.
• Integrate transport rules, whitelists, and ATP settings within the new environment.
• Support the migration of on-premises mail relays to the new O365 environment.
• Automate processes and develop scripts for efficient migration and administration.
• Perform spreadsheet analysis to track and manage migration progress.
• Manage synchronization processes using defined tools, such as BitTitan.
• Work independently, taking ownership of assigned tasks and ensuring successful completion.

Oct 2018 – Sep 2020 · 1 yr 11 mos · Greater Chicago Area

• Communicating to Microsoft Customers to driving benefit around various cloud offerings.
• Identifying and making contact with relevant engagement stakeholders to discover existing usage and potential future needs for the customer.
• Positioning the benefits of the suite and complimentary solution stack components to customers.
• Applying knowledge of workloads to specific customer business needs, and positioning the benefits of the service suite and complimentary solution stack components to help in solving customer challenges.
• Introduce the service benefit and positioning potential future engineering engagement activities.
• Identifying workload upsell opportunities and engaging account teams and performing an effective hand-off to appropriate sales motions.
• Applying of business logic to match customer engagement requirements to appropriate delivery resources
• Performing an effective hand-off of customer engagement to the delivery team
• Maintaining high level of data quality and hygiene to enable rapid and reliable reporting to all stakeholders
• My responsibilities were focused on re-engaging existing customers with the goal of creating intent for deploying an additional core workload. I endeavored to build strong client relationships with customer technology executives and decision makers in an effort to initiate and drive business strategy discussions around industry drivers and workloads. The desired outcomes for the client will focus on elevating customer usage of existing workloads and influencing customer usage of purchased and underutilized workloads. I established and captured all key engagement criteria, including: key business stakeholders, customer goals and business requirements, existing customer infrastructure and current deployment status, timeline for customer on-boarding to new and underutilized workloads, partner relationships and scope of work, adoption and usage plans and migration strategies.

Jul 2014 – Apr 2019 · 4 yrs 9 mos · Greater Chicago Area · Hybrid

• Serves as Level-3 escalation for Messaging related server supported applications.
• Work Together with JLL Executives & vertical teams such as Network, Server, Dev & Management Teams
• Coordinate globally impacting issues with regional resources.
• Communication of upcoming Change to Regional Stakeholders.
• Provided support processes for the day-to-day system administration of Messaging Server environments including; Exchange Server 2016/Exchange Online, Skype for Business/Skype Online, Office 2013 & 2016, IBM MaaS360 MDM, Cisco Ironport Email security appliances.
• Analyzed performance of the environment and provides recommendations for improvement.
• Migrations from legacy Exchange to Exchange 2013 and Office365.
• Utilized PowerShell to manage the environment by implementing and improving upon automated tasks
• Exchange patching.
• End-User support and troubleshooting (Outlook, Outlook for MAC, Mobile Devices etc)
• Troubleshooting & fixing complex problems in exchange and Lync/Skype environment
• Interface with offshore teams for support.
• User provisioning, License assignments, Mailbox migration to Office 365, PST migration to Office 365, Office 365 E-Mail Archiving setup and configuration
• User documentation, instructions, and on-boarding, create end-user documentation, create checklists for migrations, create user instructions.
• Troubleshooting issues related to Mail-flow, Shared Mailbox, Distribution List, User Mailbox, Anti-spam, Anti-malware, Security and compliance.
• Support Exchange (O365) and Outlook issues that cannot be resolved by the Helpdesk
• Support Skype for Business (o365) issues that cannot be resolved by Helpdesk Interface directly with Microsoft on Critical problems.
• Administrate, plan, organize, and coordinate projects or phases of Office 365 Tenant to Tenant Migrations Acquisitions
• Mailbox management like Mailbox permission, delegation, quota management, mail tracking, and mail transport rule creation/modification.

Feb 2014 – Aug 2014 · 6 mos · Greater Chicago Area

• Lead small and medium business customers through the Onboarding technical process for Microsoft Office 365
• Experienced providing technical support directly to customers with a high level of customer service and a high degree of customer satisfaction, self-driven, engaging Customer Support Engineer with proven history of demonstrated technical experience with Microsoft Office 365 deployments
• Hands-On Migration/Deployment experience from Exchange Server to Exchange Online
• Experience working with Microsoft Exchange on a technical level (versions 2007-2010, Office 365)
• Ability to configure, operate, and maintain Microsoft Office 365
• Background in Active Directory in relation to Exchange
• Create PowerShell scripts for migrations and daily practices
• Exchange specific knowledge; Strong technical background, Experience with and understanding of mail transport fundamentals (POP/IMAP/SMTP), as well as networking fundamentals. Includes, but not limited to knowledge of DNS, Message Trace Tools, MX and SPF Records, Block Lists, SPAM, Email Filtering and Virus Protection.
• Sound experience in working with Windows Server 2000/2003/2008/2008 R2/2012 R2

Jan 2014 – Present · 12 yrs 5 mos · Greater Chicago Area · Hybrid

• Helping organizations plan and deploy Office 365 and other cloud-based solutions.
• Helping organizations migrate to cloud-based email solutions, including moving critical data, processes, and archives.
• Work with client support teams, understand requirements and clarify conceptual needs for projects, both small and large.
• IT-related M&A work helping companies plan, evaluate, negotiate, or integrate acquisitions/mergers from a business perspective.
• Experience with Microsoft Office 365 (including Hybrid) architectural design, development, and management
• Hygiene solutions such as: Exchange Online Protection (EOP), Ironport, Forefront, Messagelabs, Barracuda, etc.
• Experience in designing large enterprise-level solutions upon technical, application and business requirements.
• Fluent in Exchange capacity planning, disaster recovery, performance tuning and testing, logical and physical architecture design.
• Experience with 3rd party migration tools
• Skype migrations to Skype for Business
• Migrations from legacy Microsoft Exchange 2007, 2010, 2013, 2016 to Office 365 – Exchange Online.
• Support Exchange (O365) and Outlook issues that cannot be resolved by the Helpdesk
• Support Skype for Business (o365) issues that cannot be resolved by Helpdesk Interface directly with Microsoft on Critical problems.
• Troubleshoot EOP and DLP rules to support business needs.
• Provide anti-spam and anti-virus Exchange solutions
• Management of Resource Objects in AD and O365 for use in the email system.
• Ensured new technology initiatives are stable and readily maintained.
• Troubleshooting issues related to Mail-flow, Shared Mailbox, Distribution List, User Mailbox, Anti-spam, Anti-malware, Security and compliance.

Jul 2012 – Oct 2012 · 3 mos · Oak Brook, IL

• Migrated 400+ users from On-site HQ and Remote Sites across the US. Provided design, implementation, migration, and sustainment support for a Microsoft Office 365 enterprise customer deployment. Collaborated with internal teams and the RAPI regarding technical matters in support of the new email and collaboration systems providing subject matter expertise around integration with on-premise systems (Active Directory, Exchange, and Office Communicator 2007), client and mobility solutions (Outlook, Blackberry, Android, iOS, ActiveSync). Produced requirement documents and convert to design and architectural drawings.
• Skills Performed:
• Office 365 Design and Administration
• Exchange Cutover Implementations
• Lync Online Implementations
• Active Directory Federation Services (ADFS)
• Blackberry Enterprise Server
• Office 365 Email Routing and Anti-SPAM

Feb 2010 – Feb 2014 · 4 yrs · Greater Chicago Area

• Active Directory configuration and management, Exchange 2003, 2007, 2010 with Office365 management and setup (email, Office, Lync) to include Active Directory Federated Services (ADFS), and PowerShell scripting MS Network security.
• Supported Desktop and Mobile devices such as Blackberry & iPhones in migration from Exchange 2010 to Office 365.
• Configured and executed migration scripts for Office 365 and Exchange servers with PowerShell scripting.
• Migrated Public Folders to Office 365 by converting to a Shared Mailbox functionality
• Configure Office365 management and setup SharePoint sites and workspaces within Office365.
• Provide Lync Server administration, Assist with implementing and configuring Lync Server 2013 with Audiocodes
• Address security/telephony/conferencing/networking/QoS-related challenges within Lync environment.
• Lync Server Debugging/diagnostic tools (Snooper, Central Logging Service, etc)
• Lync Server Key Health Indicators (KHIs)
• Troubleshooting Lync server and client side issues. Analyzing network captures and SIP stack traces.
• Utilize Active Directory to provision role based access.
• Responsible for the installation, maintenance and troubleshooting of security controls.
• Maintain firewalls, spam filters, anti-virus software and other security controls as needed.
• Track and complete security-related issues via ticket system.
• Collaborate with different areas of IT in order to provide security solutions for the government agency.
• Generate reports to track technical environment settings and events.
• Provide timely reports on the status of projects and any unforeseen issues to management and to business units.
• Built and designed Disaster and Recovery using AppAssure and Symantec Exec 2012 technologies.
• Migrated 30+ XENServer and physical windows 2008R2 servers machines to VMware 5.1
• Responsible for constructing a new Microsoft network and migrating clients for old domain to new domain.

Feb 2010 – Jun 2010 · 4 mos

• Provided computer support, analyst, administrative and training services. Managed file systems, storage devices, network servers and workstations. Helped designed and manage internet marketing for their clients. Successfully planned the establishment of state of the art e-commerce with PCI compliance at 4 distribution centers.

Jan 2008 – Nov 2009 · 1 yr 10 mos · Greater Chicago Area

• Provided server, network and desktop support for 2500+ users. Assisted in the installation and maintenance of desktop computer hardware, software, and peripheral components. Assisted users to identify and solve hardware, software applications and communication problems. Installed, configured, and maintained Microsoft networking products, RSA, Cisco VPN Clients, Internet gateway security systems & other technologies. Configured and maintained network user accounts in Active Directory. Tested, deployed and validated functional enhancement to software and security patches and/or service packs. Loaded and verified correct operation of computer operating system and software packages and related equipment. Provided basic training and assistance to end users via phone or in-person including after-hours calls.

Jun 2007 – Nov 2007 · 5 mos

• Maintain the technical infrastructure for a K-12 school at two locations. Manage Exchange 2003 Email server with 475+ mailboxes, Symantec anti-virus filter. Manage about 300 PCs and Macs with software and anti-virus updates. Includes 12 servers. Backup email and user data using Backup Exec 10. Designed and administered server consolidation through the use of VMware GSX servers to improve data space, budget and system resources. Manage adds, moves, drops for Meridian Voicemail system and miscellaneous phone switch programming on a Nortel Option 11C Switch. Manage all user and computer accounts using Active Directory 2003. Manage SonicWall firewall and 2 high speed internet connections (T1 and Comcast cable modem). Updating and maintaining website on IIS 5.0. Keep software builds current using Ghost Server image deployment and assimilate donated equipment into the overall infrastructure. Strategically plan to keep the school current with technology and propose budget accordingly. Train the new incumbent IT Coordinator with the Network Infrastructure and Procedures.

May 2007 – May 2007 · 0 mo

• Provide Desktop Support for 800+ users to aid their SLA on tickets passed due. Installed, tested, deployed and troubleshot in Windows XP, Hardware & Software. Replace/ repair hardware related issues with computers (A+ technician level)

Jan 2007 – Apr 2007 · 3 mos

• Provide technical guidance in activities associated with the identification, prioritization, and resolution of reported problems by telephone. Activities include recognition, research, isolation, resolution, and follow-up steps. Screens, refers, and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers utilizing experience and understanding of Perot Systems' MIS environment. Prepare help desk incident reports and assist in hardware and software evaluation. Involves use of problem management database and help desk system using Remedy.

Aug 2006 – Dec 2006 · 4 mos · Guadalajara Area, Mexico

• Provide maintenance, troubleshooting and managing Windows XP, 2000, 2003, Linux - Fedora, Web servers, SonicWall Firewall, backup and restoring tapes using Veritas with a Compaq - Robot Tape Library to help automate jobs using more than one tape. Perform and create OCR on PDF and TIFF digitalize Newspaper, Private History Library Books and Purchase Orders on 15 nodes. After OCR process, create XML to the finish digitalize product to post on the Web servers so the images can be shown and consult a word search. Provide Remote Access and Desktop support for Active Directory and Web Servers. After my leave, I returned back in February to install Microsoft Exchange Server 2007 on a HP - G3 Server for +50 mail users.

Apr 2006 – Aug 2006 · 4 mos

• Provide technical support for computers and associated networks. Install, troubleshoot, service, and repair desktop/laptop, network equipment such as servers, modems, multiplexes, related PC software, telephones, cables, and connectors. Maintain network diagrams and circuit records. Maintain trouble logs. Instruct users in the use of desktop/laptop and networks. Investigate information, network, and communication needs of users.

Apr 2006 – May 2006 · 1 mo

• Migrated 2000+ machines from legacy operating systems to XP. Diagnose and resolve hardware and software problems for Dell Laptop - Latitude D610 series and Dell Desktop - OptiPlex GX series.

Jan 2006 – Mar 2006 · 2 mos

• Provide troubleshooting for 8,000+ lucent employees users for USA, Canada, Mexico, and Latin America. Assist users to identify and solve hardware, software applications and communication problems. Install, configure, and maintain Microsoft networking products, Lucent VPN Clients, Internet gateway security systems & other technologies. Configure and maintain network user accounts.

Jan 2005 – Dec 2005 · 11 mos · Chicago, IL

• Developing, installing, maintaining and supporting comprehensive Information Systems that allows management and line staff to function effectively and efficiently. Focus on IT network responsibilities and the monitoring of end-user requests assuring complete end-user satisfaction. Answering questions and helping with problem solving in Microsoft Access and Microsoft Excel. The system provides a series of command-button menu screens, allowing users to select parameters to be changed and then recalculating projected enrollments and revenues. The system consists of multiple, linked spreadsheets that include calculated tables, forms, parameter screens, navigation buttons, charts, and custom reports. All calculations are automatically updated across all spreadsheets and charts upon leaving any parameter screen. Provides support functions for Crystal Report and Access Database Applications.

Aug 2004 – Dec 2005 · 1 yr 4 mos · West Chicago, IL

• Performed Contractor work for SmartSource for clients Discover Financial Services, Family Dollar Corp. and Chicago Housing Authority.

Aug 2004 – Dec 2005 · 1 yr 4 mos · Greater Chicago Area

• Performed troubleshooting 300+ Users & Nodes, 2 servers - Windows 2000 / 2003 & Exchange 2000. Assist users to identify and solve complex data, voice, and other communication problems. Provide LAN, and VPN. Present proficient technical skills and excellent customer support services, application support, Desktop / WISE support services. Administering Microsoft SMS 2003 for application packaging, software distribution, and asset management. Provide senior level software, hardware, and network support for PC Support Department. Managed VERITAS tape backup / restore function. Report status of VERITAS for Management as needed in Microsoft Excel format.

Aug 2004 – Jan 2005 · 5 mos · Riverwoods, IL

• Provide computer support for Managers, VIPs, Presidents and employees of 2000 users at one location. Serve as third level of support for Help Desk. Diagnose and resolve hardware and software problems for IBM ThinkPads and IBM Desktop computers. Troubleshoot and escalate Networking and Systems problems. Migrated 2000+ machines from WINNT to XP. Distributing software packages to clients on a scheduled basis.

May 2004 – Nov 2004 · 6 mos

• Troubleshoot point of sales software/hardware problem, maintenance, repair and providing training to end users throughout the Chicagoland area. Prepare, ship and track systems: including PC, servers, network, cash registers, and printers for new stores and replacements. Inventory and report all hardware additions, deletions, or changes. Backup Prescription Data using Veritas.

Mar 2004 – Jul 2004 · 4 mos

• Migration from Windows 98 to Windows XP along with Microsoft 2003 office and other third party applications. Troubleshooting to resolve any problems promptly, this would include working with internal Network, Server and Client support groups as necessary. Backup User Data for Migration Disaster Recovery using Veritas Backup Exec. Relocate servers from the prior office to the Corporate HQ. Cable management, rack and install servers and to the physical network.

Feb 2003 – Jan 2004 · 11 mos · Rosemont, IL

• Maintained and performed trouble shooting for 3 servers – of 2 Windows 2000 servers, 1 NFS Server. Performed LAN Administration including: adding and deleting users, diagnosing network connectivity problems, Cisco router configuration, performing regular backups for disaster recover, occasional restorations from tape, troubleshoot lotus notes and maintaining LAN security. Document network and client configurations. Installed, configured and administered various models of HP printers / fax / scanners machines. Migrate and relocate computers to different departments and offices. Maintained vaulting capabilities of Veritas NetBackup, Backup Exec and Disaster Recovery.

Oct 1999 – Aug 2001 · 1 yr 10 mos

• Maintain client-server network of 275+ Nodes, 80+ Users, 4 Servers – of 2 Windows NT 4.0, 1 Microsoft Exchange Server, 1 NFS Server. Installed, tested and deployed WinNT, Win98 and Win95. Document changes and trained end-users. Ghost machines for fast migration and recovery. Created accounts, share folders, and set permissions on an NT Server. Replace and install Network Cards, Hard Drives, CD-ROM Drives, Memory and Printers. Developing web pages and banners for academic activities using Adobe Photoshop, Illustrator, Dreamweaver, Macromedia Flash 4 and 5.