I’m a Microsoft 365 administrator and identity specialist with a BSc (Hons) in Computer Science from Trent University and more than six years across Entra ID and access management, M365 tenant administration, Intune endpoint management and Defender security operations. I’ve delivered MFA and Conditional Access rollouts at 6,000+ user scale under PCI DSS requirements and owned the full technology stack as the sole IT authority for a multi-site organization. Now based in Colombo, Sri Lanka, I’m open to relocation and remote work worldwide.
I work hands-on across Exchange Online, SharePoint Online, Teams and OneDrive, alongside Windows Server, Active Directory, Citrix and VMware, but the job is as much people as platforms. I’ve supervised IT teams supporting 850+ users in a 24/7 airline contact center, trained and mentored junior technicians, and reported to executive leadership on technology risk, budget and compliance, with a style that’s analytical yet empathetic. Grounded in both data-driven analysis and hands-on engineering, I gravitate to work where innovation and resilience matter, strengthening IT governance and cybersecurity practices and aligning technology to strategy so the systems I design stay secure, efficient and future-ready.
Underneath all of it, I see the world through a scientific lens, meeting problems with reason and curiosity and treating each one as a puzzle worth solving. I try to be the best version of myself not by chasing perfection but by embracing growth, learning, unlearning and relearning, letting curiosity fuel progress and resilience steady me through uncertainty. Every challenge teaches me something, and every success reinforces my belief that persistence, discipline and vision turn possibility into reality.
Sole IT authority for a 130-user, four-office organization across Ontario and Alberta, owning cloud infrastructure, endpoint management, security operations, vendor relationships and executive IT reporting. Led the migration from Microsoft 365 Business Standard to Business Premium, designing Conditional Access, Intune MDM with Autopilot provisioning and Defender XDR in a cloud-only Entra ID environment, and administered Exchange Online, SharePoint Online, Teams and OneDrive across the tenant.
Built a phishing-triage AI agent in Copilot Studio, established formal cyber incident response procedures aligned with the organization’s cyber insurance policy, and hardened the network with a WatchGuard Firebox deployment across offices. Reported to executive leadership and the IT Committee on risk, budget, roadmap and compliance, presented a risk-assessed NAS replacement business case built on multi-vendor evaluations, and authored IT governance documentation aligned with ITIL and NIST CSF, including the company AI Usage Policy. Delivered security awareness training and change management for rollouts across all four offices.
Directed daily IT operations for 850+ users at a 24/7 airline contact center, supervising IT specialists, helpdesk consultants and technical staff, including recruitment, training and mentoring. Owned an estate of 450+ Windows desktops, 500+ home-based thin clients and the Citrix virtual desktop environment. Delivered a next-generation MFA rollout to 6,000+ users across all sites in three months, with a layered authentication design built for PCI DSS and Entra ID MFA extended to the Azure-hosted DaaS environment.
Led a site-wide Active Directory restructure and directed vulnerability management and patch cycles (Symantec Endpoint Protection, WSUS) to prepare the site for PCI DSS penetration testing. Served as escalation point for critical Genesys Cloud, network and security incidents, enforced SLAs aligned with PCI DSS and GDPR, controlled departmental and project budgets and vendor contracts, and represented the site in global IT leadership forums.
Delivered Tier-2 support as a senior IT specialist in a high-availability contact center, resolving hardware, software, connectivity and telephony escalations from the local service desk and international sister sites. Administered ManageEngine Endpoint Central for software deployment, patching, asset tracking and configuration enforcement, and imaged, deployed and supported Windows desktops and remote-agent thin clients with WYSE Management Suite.
Led a cross-functional team across eight international IT sites on the global migration of 2,800+ thin clients from WYSE ThinOS to Ubuntu, cutting voice quality incidents from 30% to 7%. Also delivered the Dell 5470 AIO hardware upgrade, contributed to the Palo Alto firewall replacement, led site-wide cable management and network mapping, and owned onboarding and offboarding provisioning.
Assessed IT infrastructure across 16 branches in Canada and the US, including a 350-user site, identifying technical risks and contributing to long-term IT planning. Re-cabled the data center and produced Lucidchart network topology, floor mapping and inventory documentation covering server and switch configurations for all 16 branches.
Installed, configured and maintained modems, routers and set-top boxes across residential and commercial sites, diagnosing connectivity issues and delivering on-site customer support.
Promoted from L1 to L2 within the first year on resolution rates, quality scores and customer feedback, handling escalated cases across Windows and Apple devices and services. Worked account recovery and security cases, including two-factor authentication, compromised account lockouts and suspicious sign-in alerts, which sparked an early interest in identity and access management. Coordinated with L1 advisors, team leads and escalation engineers to resolve complex queries and reduce repeat contacts, and met SLA and quality targets through the 2020 surge in remote support demand.
Led the move from Business Standard to Business Premium, architecting a cloud-only tenant with identity, device and security policy across Entra ID, Intune with Autopilot provisioning, and Defender XDR for a 130-user, four-office organization.
Designed and staged Conditional Access policies to move the org toward a true zero-trust posture, then cut over from security defaults in a single controlled maintenance window.
Rolled out Defender for Endpoint, Office 365 and Identity with attack-surface-reduction rules and Secure Score hardening across the estate.
Evaluated and deployed Firebox perimeter security across sites, with VPN provisioning and network segmentation, plus root-cause work to stabilize connectivity.
Built an agent in Copilot Studio that analyzes reported messages and accelerates first-pass assessment, cutting the manual load of routine email-threat review.
Transitioned IT services from the Canadian site to global locations, migrating agents to Azure Europe, planning data center shutdowns and coordinating the hardware retirement strategy.
Site-wide overhaul of the local Active Directory to simplify operations and retire legacy Group Policy objects.
Rolled out zero-trust-aligned MFA for Lufthansa Group applications to 6,000+ users across all sites in three months. The layered design, using Microsoft Authenticator and Reiner SCT, was built for PCI DSS compliance and went through full change management approval.
Extended Entra ID MFA to the Azure-hosted Citrix DaaS environment, moving it from RSA to Microsoft Authenticator to lower licensing cost and consolidate to single-device authentication.
Stood up a PCI-compliant pen-test environment of three VMware machines inside the CDE VLAN with reserved IPs, run as a recurring quarterly setup.
Structured cabling standards and full device mapping in Visio and NetBrain, with VLAN/IP documentation, improving uptime and cutting troubleshooting time by about 30%.
Defined and validated firewall rules ahead of a bulk cut-over, and advised on implementation issues and the pack file for the site.
Led a cross-functional team across eight international sites (Manila, Peterborough, New York, Berlin, Cape Town, Istanbul, Shanghai and Brno) migrating 2,800+ thin clients from WYSE ThinOS to Ubuntu with PXE boot, automated provisioning and standardized imaging, cutting voice quality incidents from 30% to 7%.
Phased rollout replacing Dell 5040 and 5470 AIO units to improve security, cut energy use, and streamline centralized management in a VDI environment.
Built a Lucidchart visualization mapping servers across 16 branches, capturing switch configuration files and data-center information in one reference.
Migrated from Cisco to Ubiquiti switches, installed a patch panel, and deployed a server rack, improving network performance and physical organization.
Built and embedded the AI assistant powering this portfolio, using the Anthropic Claude API behind a Cloudflare Worker proxy, with streaming responses and voice output. It answers recruiter questions about my experience in real time. You're looking at it.