Professional Summary:
Senior L2/L3 Managed Services Engineer with 15+ years of experience supporting global MSP environments. Strong background in Microsoft 365, identity, networking, and escalation management. Proven ability to stabilise noisy environments, own complex incidents end-to-end, mentor L1/L2 engineers, and drive continual service improvement aligned with ITIL and SLA targets. Highly effective in remote, follow-the-sun MSP teams.
Core Technical Skills
• Microsoft 365: Exchange Online, Hybrid Exchange, Teams, SharePoint Online, OneDrive, Azure AD
• Identity & Security: Conditional Access, MFA, DKIM/DMARC, phishing simulations
• Endpoint Management: Intune, Jamf (Apple), Windows & macOS administration
• Networking & Security: FortiGate firewalls, VPNs, VLANs, routing, switching, monitoring (Nagios)
• MSP Operations: ITIL (Incident, Problem, Change), SLAs, KPIs, CSAT, escalations
• Tools & Platforms: HaloPSA, NinjaOne (planned), Acronis Backup, Microsoft Graph API
• Automation: PowerShell scripting, workflow automation
• Servers & Infrastructure: Windows Server, Active Directory, DNS, DHCP, SQL, Exchange On-Prem
