SAMSONDEEN ABDULSALAM

Currently serving as a Technical Support Engineer, specializing in SCIM Premier solutions to enhance client security posture and mitigate advanced threats.

• Investigated and mitigated critical security incidents using Microsoft Defender, ensuring prompt response and significant risk reduction for enterprise clients.
• Analyzed correlated signals across diverse endpoints and identities via Microsoft Defender XDR, neutralizing complex threats and improving system integrity.
• Provided Tier-2 endpoint protection support, guiding customers through advanced resolution procedures and improving their security operations.
• Led successful deployment and configuration of Microsoft Defender for Endpoint for multiple clients, significantly enhancing their overall security posture.
• Managed complex identity risks using Microsoft Entra Identity Protection, securing access for numerous accounts and preventing potential breaches.
• Enforced robust data governance policies through Microsoft Purview, effectively addressing insider threats and ensuring regulatory compliance.

Provided expert technical support for Exchange Online, resolving complex mail flow and connectivity issues while ensuring high service availability.

• Diagnosed and resolved over 100 complex Outlook/OWA/mobile app connectivity issues, utilizing Autodiscover, MAPI/HTTP, and ActiveSync protocols to restore user access swiftly.
• Resolved critical mail delivery issues by leveraging message trace and Microsoft Defender for Office 365, ensuring uninterrupted communication for clients.
• Supported and optimized SPF/DKIM/DMARC configurations and Exchange Online Protection (EOP), significantly enhancing email security and deliverability.
• Maintained seamless hybrid Exchange deployments and managed certificate lifecycles using Hybrid Configuration Wizard, ensuring operational continuity.
• Utilized PowerShell and Microsoft 365 tools for proactive diagnostics and automated routine tasks, improving operational efficiency by 15%.
• Delivered high-quality technical support, resolving complex issues through deep product knowledge and maintaining comprehensive documentation for knowledge sharing, reducing resolution times by 10%.

Provided comprehensive IT support to over 100 users, ensuring high system uptime and efficient resolution of technical issues.

• Delivered critical technical support for over 100 users, maintaining 99.9% system uptime and achieving rapid issue resolution for various IT challenges.
• Supported and resolved multi-factor authentication, email, and identity access issues utilizing Microsoft 365 and Entra, enhancing user security and productivity.
• Trained over 50 end-users on Microsoft Authenticator app configuration and troubleshooting, significantly reducing recurring support inquiries.

Managed documentation processes and asset register updates, contributing to financial accuracy and operational efficiency within the Taxes Unit.

• Processed and verified documentation for over 200 invoices related to investment items, ensuring compliance and timely submission to the Shared Service Centre (SSC).
• Ensured accurate and timely updates of the Fixed Asset register, contributing to 100% data integrity for financial reporting.
• Participated actively in quarterly asset inventory exercises, enhancing asset tracking accuracy and supporting audit readiness.