Professional Experience

Process Fusion Inc., Etobicoke, ON

Apr 2023 – Oct 2024

Managed Azure environments with a focus on secure access, uptime, issue resolution, and threat mitigation.
Automated & monitored threat detection via Microsoft Defender for Cloud, proactively remediating vulnerabilities.
Utilized Entra ID for identity governance and role-based access control (RBAC), strengthening authentication policies.
Resolved internal user issues related to access, performance, and connectivity across cloud and on-prem environments.
Performed infrastructure tasks such as whitelisting IPs, testing network connectivity, and validating system accessibility.
Increased Azure Security Score by 20% while improving system performance and ensuring SOC 2 compliance.
Installed, configured, and maintained RightFax servers, ensuring seamless integration with email servers, MFPs, and APIs.
Administered RightFax systems, troubleshooting fax transmissions, SIP-based VoIP faxing, and PBX integrations.
Managed dialing rules, security settings, and user permissions for secure and efficient document delivery.
Optimized RightFax infrastructure for performance and reliability, maintaining 99% uptime and minimizing latency.
Developed and maintained comprehensive documentation for RightFax architecture, configurations, and best practices.

Process Fusion Inc., Etobicoke, ON

Jan 2022 – Apr 2023

Designed network architecture for deployments of RightFax; assessed legacy setups and documented configurations.
Installed, configured, and migrated 25+ RightFax servers, leading UAT to ensure 100% readiness and compliance.
Conducted system upgrades and applied patches to ensure security and optimized performance.
Designed and implemented disaster recovery plans for RightFax, ensuring seamless business continuity.
Managed user provisioning in line with IGA and ILM policies.
Collaborated with Telcos to migrate 2500+ fax numbers from PBX to SIP, enhancing scalability.
Conducted Azure Cloud migration for on-prem RightFax, improving availability and scalability.
Aligned deployments with broader enterprise IT strategies through cross-functional collaboration.
Developed and demoed RPA solutions with Primo RPA, cutting task time by 70%.
Provided post-migration support, achieving a 95% user satisfaction rate.

Process Fusion Inc., Etobicoke, ON

Feb 2019 – Jan 2022

Provided IT support for 500+ users, reducing downtime by 30% through efficient troubleshooting.
Administered 500+ user accounts in Active Directory and RightFax, ensuring proper permissions and security policies.
Provided tier-2 and tier-3 support for RightFax, DocuShare, and ABBYY, resolving 1,500+ tickets.
Diagnosed networking issues impacting fax delivery, including SIP, T.38, and firewall configurations.
Monitored IT services and infrastructure, maintaining 99% service availability and reducing outages by 25%.
Achieved 95% SLA compliance, improving overall user satisfaction.
Coordinated with vendors and internal teams to resolve critical system issues, including outages.
Implemented disaster recovery plans and conducted failover testing to maintain 99% uptime.
Delivered technical training and documentation, improving user productivity by 20%.
Collaborated with cross-functional teams to implement IT solutions, achieving 95% customer satisfaction.

George Brown College, Toronto, ON

Jan 2018 – Apr 2018

Administered and managed Blackboard LMS for over 300 students, ensuring smooth access and system functionality.
Provided technical support to students and faculty, improving user experience by reducing resolution times by 25%.
Conducted and monitored student examinations, ensuring integrity and smooth execution.
Maintained lab environments and monitored system performance, achieving 99% uptime.
Collaborated with faculty to integrate course materials into the LMS efficiently.
Managed student accounts, resolving access issues and ensuring proper permissions within the LMS.

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