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Professional Experience

System Engineer (Infrastructure)

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.

System Engineer (Professional Services)

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.

System Engineer (Technical Support)

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.

Lab Facilitator

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.