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Resume

Work
Experience

2024 - Present

Solution Specialist

  • Led the design and planning of a complete overhaul of the Jira based ticketing system by developing a custom Power Apps solution, integrated with Dataverse and Power Automate to streamline issue management and automate lifecycle workflows.

  • Architected the migration roadmap to replace legacy tracking with an in-house Power Platform application, incorporating cloud flows for automated ticket routing, escalation, and SLA tracking.

  • Designed Power BI dashboards for real-time reporting on ticket volumes, team performance, and resolution trends, enabling data-driven decision-making across support teams.

  • Supported the seamless integration of Power Platform tools into existing infrastructure with minimal disruption, aligning with IT strategy and enterprise architecture standards.

  • Provided hands-on training and mentoring for team members on Power Apps app building, flow creation, and governance best practices to support wider adoption.

  • Authored technical documentation including solution architecture diagrams, Power Platform environment plans, and user training guides for internal and external audiences.

  • Delivered Level 2/3 support for Power Platform solutions and related technologies, resolving app, flow, and connector issues with a strong focus on service continuity and end-user satisfaction.

  • Monitored Power Platform and system performance using built-in analytics and admin center tools, proactively identifying and resolving bottlenecks and scaling limitations.

  • Oversaw existing VDI and VM infrastructure, ensuring stable hybrid deployment environments for both legacy and Power Platform apps.

  • Conducted controlled testing of VDI upgrades to ensure compatibility with Power Apps Studio, Desktop Flows (Power Automate), and related toolchains before release.

  • Managed scheduled upgrades across VMware estate, SFTP configurations, and data security controls to support seamless integration with Power Platform-based data sources and connectors.

  • Documented technical processes and SOPs for Power Apps deployment, data security, and user access provisioning, enabling scalable support and knowledge transfer.

2023 -2024

Power Apps Developer

  • Led design and implementation of Power Platform automation strategies for clients, streamlining operations and reducing manual workload.

  • Developed and maintained scalable Power Apps solutions, including both canvas and model-driven apps, tailored to diverse business requirements.

  • Built and optimized Power Automate flows for onboarding/offboarding, document approvals, and cross-platform integrations.

  • Integrated Microsoft services (SharePoint, Teams, Dynamics 365) and external data sources (SQL, Salesforce) into unified Power Platform solutions.

  • Managed Power Platform environments, ensuring robust governance, security controls, and compliance with organizational standards.

  • Automated joiner, mover, and leaver (JML) processes for clients using Power Automate, significantly improving efficiency and accuracy.

  • Created adaptive cards and approval workflows in Microsoft Teams, enhancing communication and streamlining decision-making.

  • Supported Power Virtual Agents chatbot development for internal documentation access, reducing support tickets and improving user self-service.

  • Designed Power BI dashboards to provide real-time insights for internal and external stakeholders, improving decision-making through data visualization.

  • Implemented detailed logging and error handling in flows to ensure solution reliability and ease of troubleshooting.

  • Delivered Level 2 support for Power Platform solutions, resolving complex issues and escalating when necessary.

  • Produced comprehensive documentation and user guides to support deployment, adoption, and maintenance of Power Platform apps.

  • Collaborated with business analysts and IT teams to gather requirements, align technical solutions with business goals, and manage project delivery

2019 - 2023

Technology Officer

  • Led the migration from Exchange 2013 to Exchange Online via batch deployment, supporting a seamless transition with minimal disruption to business operations.

  • Supported and maintained a hybrid Microsoft 365 environment, administering Office 365 E3/E5, Azure Active Directory, and Intune for secure and scalable user/device management.

  • Implemented Microsoft Teams Voice Calling to replace legacy phone infrastructure, integrating it with Power Automate flows to trigger call logging, helpdesk ticket creation, and alerting.

  • Deployed Power Automate cloud flows to automate internal IT support processes such as password resets, ticket triaging, and asset allocation notifications.

  • Assisted with configuration and governance of Power Platform environments, including permissions, DLP policies, and MFA integration to align with organisational security standards.

  • Created low-code tools in Power Apps to support internal IT requests (e.g., on boarding forms, software access requests), reducing reliance on email and manual entry.

  • Collaborated with senior stakeholders including the Chief of Risk to maintain compliance with IT security policies, and implement Conditional Access Policies in Azure.

  • Delivered end-user and departmental training on Microsoft Teams, including Video Conferencing, Voice, and integration with Microsoft 365 services and Power Automate.

  • Administered Exchange Online and Exchange Management Console, including mailbox deployment, group policy configurations, and shared mailbox setups.

  • Worked extensively with Power Shell to automate tasks such as certificate deployment and user provisioning.

  • Defined and managed Retention and DLP policies in Office 365, ensuring regulatory compliance and data security across services including One Drive, Teams, and Outlook.

  • Served as project lead on enterprise rollouts such as Windows 7 to 10 migration, Microsoft Teams deployment, and COVID-19 WFH business continuity, ensuring readiness of VDI and communications infrastructure.

  • Oversaw core banking server infrastructure, performing daily maintenance, proactive monitoring, and managing Priority 1 incident responses and escalation processes.

  • Administered Symantec AV, Checkpoint VPN, and SFTP environments, supporting secure access and encrypted data transfer.

  • Recognised for excellence with internal awards: “Best Newcomer” and “Collaborative Team Member.”

Skills
& Expertise

  • Power Apps (Canvas & Model-Driven)

  • Power Automate (Cloud & Desktop Flows)

  • Power Virtual Agents (Bot Development)

  • Power BI (Dashboard Creation & Reporting)

  • Dataverse & Common Data Service (CDS)

  • SharePoint (List Customization & Automation)

  • Microsoft Teams (Approvals, Adaptive Cards Integration)

  • Dynamics 365 (Integration & Data Management)

  • Azure Active Directory (User Provisioning Workflows)

  • Microsoft 365 Admin Center

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