Owned functional issues, gathered requirements, designed and executed tests, managed incidents with Jira, validated APIs with Postman, and supported SSO and enterprise integrations.

Led QA, testing, and technology implementation, acting as liaison between customers and technical teams. Managed requirements, testing, technical incidents, and supported deployments.

Oversaw Microsoft Defender, Exchange Online Protection, Entra ID, identity security, risk analysis, ISO 27001 alignment, and security awareness initiatives.

Administered Microsoft 365 security, managed identities, access controls, email security (SPF, DKIM, DMARC), and led security incident response and compliance.

Oversaw L1/L2 support, coordinated escalations, monitored SLAs/KPIs, implemented process improvements, created dashboards, and developed documentation.

Led support operations for 90+ corporate customers, managed 600–800 monthly service requests, improved processes, and automated reporting with Power BI.