Jeffrey Raya

Senior Microsoft 365 Messaging Administrator with 20+ years of experience delivering enterprise-scale cloud, messaging, and identity solutions across Microsoft 365 and Microsoft Azure environments. Expert in Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, and Microsoft Entra ID (Azure Active Directory). Proven leader in automation using PowerShell and Microsoft Graph API, reducing operational workload and improving SLA performance.

Strong expertise in Microsoft Purview, including Data Loss Prevention, Sensitivity Labels, retention, eDiscovery, and audit. Recognized for leading global migrations, optimizing governance, and driving operational excellence across multi-tenant environments.

Operation Engineer IV (Microsoft 365 Messaging Administrator) at Asurion (2024-12 – 2026-03)

• Led enterprise administration of Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive) ensuring high availability
• Designed and implemented automation using PowerShell and ServiceNow, significantly reducing manual effort and improving SLA compliance
• Delivered 12+ automated service request workflows, expanding self-service capabilities and operational scalability
• Transformed Microsoft 365 license provisioning from 20-step manual process to 4-step automated workflow, improving accuracy and efficiency
• Automated Exchange Online operations including mail flow, permissions, archiving, and Microsoft 365 group management
• Administered Microsoft Entra ID including user lifecycle, MFA, and Conditional Access policies
• Enhanced governance by identifying orphaned groups and inactive memberships using automation
• Led cleanup of 2,000+ unused distribution groups across hybrid environments, improving directory hygiene

Operation Engineer III | Microsoft 365 Messaging Administrator at Asurion (2019-03 – 2024-12)

• Served as Tier 3 escalation lead across APAC, improving incident resolution time by 40%
• Acted as SME for Microsoft 365, Exchange Online, Identity, and Security & Compliance solutions
• Optimized Microsoft Purview DLP policies reducing false positives and improving data protection accuracy
• Led enterprise Exchange migrations (2010 to 2013 to Microsoft 365) with zero critical disruption
• Automated operational processes using PowerShell and Microsoft Graph API improving efficiency
• Led SendGrid (Twilio) SMTP relay migration, improving global email delivery reliability
• Managed mail flow, transport rules, and connectors ensuring secure and compliant messaging
• Led Skype for Business to Teams migration and Stream platform modernization

Operation Engineer II | Messaging Administrator at Asurion (2016-03 – 2019-03)

• Managed enterprise Exchange 2010 and 2013 environments across multiple regions
• Executed patching and vulnerability remediation improving security posture
• Led migration initiatives and decommissioning of legacy systems
• Administered Symantec Enterprise Vault archiving and executive mailbox migrations
• Supported backup and disaster recovery operations across APAC
• Contributed to Active Directory administration including DNS and Group Policy
• Developed knowledge base articles reducing escalation volume and improving service desk efficiency

Operations Engineer II | Exchange, Windows and Backup Administrator at Asurion (2012-03 – 2016-03)

• Administered Exchange Server 2013 including mailbox lifecycle management and messaging operations
• Managed Active Directory users, groups, and access control audits
• Designed and executed backup and disaster recovery strategies with compliance retention requirements
• Administered NetBackup, Backup Exec, and EMC Networker for enterprise backup operations
• Managed Windows Server environments and VMware virtualization infrastructure
• Performed server provisioning, patching, and decommissioning ensuring security compliance

NOC Analyst Level II | Windows and Backup Administrator at Asurion (2010-04 – 2012-03)

• Performed real-time enterprise infrastructure monitoring using PRTG, Nagios, SolarWinds Orion, and Spectrum, ensuring high availability of servers, network connectivity, and critical services
• Monitored and analyzed server performance metrics (CPU, memory, disk), proactively identifying and resolving performance bottlenecks across production environments
• Maintained network uptime across data centers and regional sites, responding to incidents and minimizing service disruptions
• Managed incident logging, tracking, and documentation, ensuring accurate ticket handling and SLA compliance
• Executed initial triage and troubleshooting using runbooks and standard operating procedures, restoring services and reducing escalation volume
• Assessed incident severity and business impact, ensuring proper prioritization and timely escalation to Level 2 and Level 3 support teams
• Coordinated major incident response, providing real-time stakeholder communication and status updates to maintain operational visibility
• Maintained shift handover reports and operational documentation, ensuring seamless 24/7 service continuity
• Supported Windows Server administration and enterprise backup operations, ensuring data protection, system reliability, and recovery readiness

Windows Server Administrator at Accenture, Inc. (2008-07 – 2010-04)

• Managed enterprise server infrastructure including provisioning, patching, and monitoring
• Executed backup and disaster recovery ensuring data integrity and availability
• Supported Microsoft technologies and enterprise migration initiatives
• Developed SOPs and technical documentation improving operational consistency

Technical Support Engineer at Emerson Network Power (ASTEC) (2006-03 – 2008-07)

• Delivered enterprise end-user support across hardware, software, and network systems
• Administered Active Directory including account provisioning and access management
• Supported email systems, VPN, and remote access technologies
• Led OS upgrades and enterprise software deployments improving endpoint standardization

Bachelor of Science in Computer Engineering – San Sebastian College-Recoletos Inc. (1999 – 2004)