Microsoft Infrastructure, Identity & Security Engineer

I provide tier-3 technical support and incident remediation for global enterprise Microsoft 365 customers. I resolve complex Microsoft Purview issues involving Data Loss Prevention, Information Protection, Data Lifecycle Management, Audit, eDiscovery, and Insider Risk Management.

I investigate phishing, malware, spam, impersonation, malicious URLs, compromised accounts, and email-delivery incidents using Microsoft Defender for Office 365, Defender XDR, Advanced Hunting, and Threat Explorer. I also troubleshoot Exchange Online and hybrid messaging, email authentication, tenant permissions, privileged access, and compliance investigations in English, German, and Arabic.

I led Active Directory and Hybrid Identity specialists supporting Microsoft Premier enterprise customers. I prioritized workloads, reviewed cases, maintained SLA and KPI performance, and served as a primary technical escalation authority during critical Sev-A production outages.

I supported hybrid identity deployments using Entra Connect Sync, Windows Hello for Business, FIDO2, ADFS, WAM, and multi-forest trusts. I also supported enterprise PKI services, Linux Active Directory integration, Intune endpoint synchronization, and PowerShell automation while collaborating with Microsoft Escalation Engineers and Product Groups.

I resolved advanced Active Directory, hybrid identity, authentication, replication, DFSR, and Group Policy incidents for enterprise customers. I collected and analyzed detailed diagnostics for Microsoft Engineering investigations and reproduced complex customer scenarios in lab environments.

I performed root-cause analysis using TSS Diagnostics, authentication logs, Event Viewer, Perfmon, and Wireshark. I was ranked as a top performer after generating 32% of total account KPI output in one month within a 52-engineer support team.

I served as the primary escalation point for complex German-speaking customer issues across Amazon digital services. I handled high-risk escalations, access provisioning, technical troubleshooting, and delegated high-value customer resolutions.

I mentored new engineers, delivered structured onboarding, guided case-resolution strategy, and acted as a liaison between frontline teams and leadership to improve quality and resolution outcomes.

I supported German- and English-speaking customers across Amazon Retail and Digital services. I resolved account, order, access, and technical-support inquiries using internal administrative tools.

I developed strong product and process knowledge and became a trusted reference for customer-service and access-related issue resolution.

I managed community moderation, beta testing, issue validation, and Windows compatibility troubleshooting for PUBG PC Lite in the Middle East.

I helped identify user issues, validate product behavior, and support community communication and feedback processes.

I delivered freelance media and graphic design projects using Adobe Photoshop and Adobe Premiere Pro. I managed creative workflows, technical assets, and independent project delivery.

I also guided peers on design-tool optimization, asset management, and practical problem-solving approaches for creative work.

Bachelor's Degree in Sports Science, graduated in June 2024.