Mary Daizel Rivera-Gimena
Dubai
Summary
Results-driven IT professional with 8 years of MSP experience in technical support and systems administration. Expertise includes managing Windows and macOS environments, Azure/Entra ID, Intune, Active Directory, Exchange Online, and SharePoint. Proven skills in IT migrations, endpoint security, and PowerShell automation, delivering effective IT solutions that ensure customer satisfaction and SLA compliance.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Technical Supervisor
Create IT
Dubai
12.2025 - Current
- Supervise and mentor L1, L2, and L3 support engineers, ensuring efficient service delivery and compliance with SLAs.
- Provide technical leadership for troubleshooting complex issues involving servers, networking, virtualization, storage, and cloud services.
- Managed daily service desk operations, ensuring timely ticket escalations, effective workload distribution, and prompt incident response.
- Oversee support and administration of Microsoft 365, Azure/Entra ID, Exchange Online, SharePoint, Active Directory, Windows Servers, and endpoint management solutions.
- Lead client onboarding, infrastructure deployments, and cloud migration projects.
- Manage and execute Egnyte migrations, including Microsoft 365 SSO integration, automated user provisioning, folder structure planning, and permission management.
- Plan and perform email migrations between various email platforms, ensuring minimal downtime and data integrity.
- Lead SharePoint Online migrations, including data assessment, migration planning, permission mapping, and post-migration support.
- Administer Microsoft Intune, Autopilot, device compliance policies, conditional access policies, and endpoint security controls.
- Automate IT operations and system administration using PowerShell scripting.
- Monitor and manage cybersecurity solutions, including EDR platforms, email security, vulnerability assessments, and security incident investigations.
- Coordinated with vendors and third-party providers to resolve technical issues and implement effective solutions.
- Conduct technical training, coaching, and knowledge-sharing sessions for support engineers.
- Manage IT infrastructure projects, including server migrations, NAS deployments, Microsoft 365 implementations, and cloud adoption initiatives.
IT Cyber Security and Application Engineer
Create IT
03.2025 - Current
- Conducted vulnerability assessments and application security reviews to identify and remediate security risks.
- Monitored security incidents, performed threat hunting activities, and coordinated incident response efforts.
- Managed and secured Windows endpoints, mobile devices, and applications using Microsoft Intune and Microsoft Entra ID.
- Configured compliance policies, device configuration profiles, conditional access policies, and Autopilot deployments to strengthen endpoint security.
- Automated software deployments, updates, and security baselines for Windows 10/11 environments.
- Monitored endpoint security with Huntress EDR and Mesh Central, investigating alerts, responding to threats, ensuring device compliance.
- Administered Mimecast email security, including monitoring email threats, managing policies, and reviewing quarantined messages.
- Supported cybersecurity awareness initiatives and contributed to the development of security policies, enhancing organizational security posture.
- Maintained security monitoring and reporting to ensure compliance with organizational and client security requirements. users.
IT Support Engineer
Create IT
10.2021 - 02.2025
- Provided Tier 1 and Tier 2 technical support in a Managed Service Provider (MSP) environment, troubleshooting hardware, software, network, and Microsoft 365 issues.
- Diagnosed and resolved technical issues related to Windows, Microsoft 365, email, and endpoint devices.
- Managed and resolved support tickets within SLA targets, ensuring timely escalation when required.
- Installed, configured, and maintained user applications, desktops, laptops, and peripheral devices.
- Administered Microsoft 365 services, including Exchange Online, SharePoint, Teams, user accounts, mailboxes, and licensing.
- Supported Windows Server environments, Domain Controllers, virtual machines, file servers, and NAS storage solutions.
- Provided network support for LAN/WAN connectivity, VPNs, routers, firewalls, and security systems.
- Collaborated with clients to identify technical requirements and implement tailored IT solutions that meet their needs.
IT Executive Assistant
Warehouse of Games Ltd.
09.2019 - 09.2021
- Facilitated effective communication between clients and engineers to ensure project alignment.
- Organized and revised technical documentation for clarity and accessibility.
- Provided remote support for email, network, printer, and software-related issues.
- Installed and configured operating systems on new devices.
- Managed hardware RMAs and oversaw user email and domain account administration.
IT Coordinator/Support
Bluechip Computer System LLC
02.2017 - 08.2019
- Coordinated communication between clients and engineers for timely issue resolution, enhancing client satisfaction.
- Provided remote support for email, network, printer, operating system, and application-related issues.
- Installed and configured operating systems, software, and new devices to streamline user onboarding and system functionality.
- Maintained and updated technical documentation and records to support efficient troubleshooting and knowledge sharing.
- Processed hardware RMAs and managed user email and domain accounts.
Secretary
Laguna State Polytechnic University
06.2013 - 10.2016
Education
Bachelor of Science - Information Technology
AMA Computer College
Laguna, Philippines04-2013
Skills
- Microsoft 365 administration
- Active Directory management
- Windows Server administration
- Email migration administration
- SharePoint, OneDrive, and Cloud Storage Management
- Microsoft Teams Voice, Calling Plans, and VoIP Configuration
- PowerShell Scripting & Automation
- Mobile device management
- Cybersecurity operations
- Virtualization Technologies (Hyper-V, VMware)
- Network infrastructure support
- Hardware & Software Deployment and Troubleshooting
- Data migrations
- IT service management
- Windows & macOS Support
Certification
- Emotional Intelligence and Communication Excellence for IT Professionals, 24/04/2026
- Microsoft 365 Certified, 10/2025
- Customer Service Excellence, 07/03/25
- Information Security Training and Awareness Program, 27/12/24
Personal Information
Driving License: 4961526
Timeline
Technical Supervisor
Create IT
12.2025 - Current
IT Cyber Security and Application Engineer
Create IT
03.2025 - Current
IT Support Engineer
Create IT
10.2021 - 02.2025
IT Executive Assistant
Warehouse of Games Ltd.
09.2019 - 09.2021
IT Coordinator/Support
Bluechip Computer System LLC
02.2017 - 08.2019
Secretary
Laguna State Polytechnic University
06.2013 - 10.2016
Bachelor of Science - Information Technology
AMA Computer College