Available to hire
Hello! I’m Felipe Henrique, a Microsoft 365 Security & Compliance specialist with 9+ years of experience in IT, identity and access management, and cloud security. I’ve built and enforced security policies across multi-tenant environments, implemented MFA and SSO, and guided incident response and remediation efforts to reduce risk and downtime for enterprise tenants.
Beyond day-to-day security operations, I enjoy turning complex concepts into practical guides—technical documentation, runbooks, and training materials that empower teams. I’m also exploring AI-assisted tooling to accelerate threat detection, data annotation, and the automation of security workflows.
Experience Level
Language
English
Fluent
Portuguese
Fluent
Work Experience
Support Engineer - Microsoft 365 Security & Compliance at Microsoft
February 1, 2024 - June 1, 2025Resolved 500+ complex identity and access management issues including MFA, SSO, and Conditional Access policies; implemented directory synchronization using Azure AD Connect; administered Microsoft 365 tenant configurations; maintained 99% uptime for 100+ enterprise tenants; led incident response, forensic investigations, threat hunting, and remediation using Defender XDR and Sentinel; created security playbooks, triage workflows, and policy controls; collaborated with Engineering to identify root causes and deploy fixes to improve platform security and reliability.
Technical Support Engineer (Tier 3) – SSO Integrations at Microsoft
June 1, 2023 - June 1, 2024Provided Tier 3 escalation support for enterprise SSO integrations, including OAuth 2.0, SAML 2.0, and OpenID Connect; performed advanced troubleshooting of authentication flows, token validation, and API responses; collaborated with R&D and Product teams to identify root causes and deploy fixes; improved authentication reliability by 40% and reduced escalations by 30%; managed cross-functional incident response and ensured seamless hybrid identity experiences via AD Connect.
Technical Support Engineer (Tier 3) – Enterprise SSO & IAM at Microsoft
June 1, 2022 - June 1, 2023Escalated and resolved complex authentication & API integration issues across enterprise clients; led root-cause analyses, documented runbooks, and contributed to product improvements; supported OAuth 2.0, SAML 2.0, and OpenID Connect flows; collaborated with Engineering and Security teams to maintain strong identity governance and compliance.
IT Help Desk Technician (2nd Line) at Unimonte
August 1, 2020 - December 31, 2021Resolved hardware/software incidents; provided remote and on-site support; ensured SLA compliance; processed orders, managed asset lifecycle, and supported user onboarding/offboarding; collaborated with teams to improve internal security and user experience.
Technical Support Engineer (Tier 3) - Enterprise SSO Integrations at Microsoft
June 1, 2022 - June 1, 2023Led enterprise SSO integrations (OAuth 2.0, OpenID Connect, SAML 2.0) and troubleshooting across tenants. Analyzed authentication flows, reduced failures by ~35%, created API integration runbooks and technical documentation, and collaborated with R&D and product teams to drive fixes. Provided escalation support and training to over 200 end users, while maintaining SLA.
IT Support Specialist - M365 Security & Compliance at Microsoft
June 1, 2024 - PresentLead implementation and support of Microsoft 365 Security & Compliance solutions (Defender for Cloud, Purview, DLP) for 50+ enterprise clients. Designed identity and access management policies, RBAC governance, incident response and policy documentation; maintained customer communications and training; ensured regulatory-aligned security controls.
IT Help Desk Technician (2nd Line) at Teleperformance
January 1, 2020 - January 1, 2021Responded to customer inquiries via email, chat, and phone; ensured SLAs; assisted with order processing and returns; maintained customer records; captured feedback to improve processes.
IT Specialist at UPAL
January 1, 2017 - January 1, 2020Managed IT operations, user lifecycle, security groups, and domain governance; collaborated with Engineering to improve IT services and governance.
IT Intern at Unimonte
August 1, 2013 - April 1, 2014Assisted with network and hardware troubleshooting; improved reliability; authored onboarding documentation and SOPs; contributed to reducing new hire onboarding time by ~25%.
Web Designer at Unimonte
January 1, 2014 - December 31, 2014Designed and implemented web pages with HTML/CSS; created UI/UX components and ensured web standards.
Freelance AI & Audio Data Annotator, Evaluator & Technical Writer at Independent / Freelance
January 1, 2023 - PresentFreelance AI & audio data annotation, evaluation of AI outputs for quality, bias, and policy compliance, and authoring of technical documentation, knowledge bases, onboarding materials, and content for AI/ML teams. Collaborate with content and engineering teams to improve large language models, speech systems, search/recommendation engines, and customer-facing documentation. Provide feedback on recurring customer issues to help develop solutions.
Tech Support Engineer (Tier 3) at Talkdesk
June 1, 2023 - June 1, 2024Tier 3 escalations for enterprise SSO integrations using OAuth 2.0, OpenID Connect, and SAML; troubleshooting authentication flows; mentoring junior engineers; creating onboarding guides; reducing new-hire ramp-up time; addressing API integration issues, REST API validation, and API responses; collaborating with R&D and Engineering to identify root causes and contribute to product improvements; delivering customer communications and post-incident reports; training 200+ end users on security best practices; implementing cross-functional security workflows with Engineering and Product teams.
Tech Support Engineer (Tier 3) at Talkdesk
June 1, 2022 - June 1, 2023Tier 3 escalations for enterprise SSO integrations using OAuth 2.0, OpenID Connect, SAML, MFA; troubleshooting authentication issues; optimizing authentication flows; contributing to product improvements through root-cause analysis of complex identity integrations; providing customer-facing communications and post-incident reports; maintaining high customer satisfaction scores.
Support Engineer at Aubay
October 1, 2020 - January 1, 2022Guided customers through technical and non-technical troubleshooting; implemented internal ITIL-based processes; improved SLA compliance; documented onboarding and operational procedures; contributed to knowledge base; collaborated with cross-functional teams to improve customer experience and reduce incident resolution times.
IT Support Engineer | Security & Compliance Specialist at Microsoft 365
November 1, 2023 - PresentProvide security and compliance guidance for Microsoft 365 tenants, focusing on identity and access management, MFA, SSO, OAuth 2.0, and OpenID Connect across multi-tenant environments. Collaborate with IT, legal, and product teams to improve security posture for enterprise tenants and deliver clear customer-ready documentation.
Technical Support Engineer (Tier 3) Escalations at Microsoft 365 Security & Compliance
June 1, 2022 - June 1, 2023Lead Tier 3 escalations for security & compliance issues, resolve complex integration and API problems, maintain ~95% customer satisfaction, produce technical runbooks and guides, and contribute to product improvement through bug reporting and feedback.
Technical Support Engineer at Probely
June 1, 2023 - June 1, 2024Led design and deployment of an enterprise-wide ITSM ticketing system using ITIL best practices, standardized incident management workflows, and contributed to vulnerability remediation and faster issue resolution. Created comprehensive documentation and troubleshooting runbooks, reducing support ticket volume by ~15%.
Support Engineer at Aubay
October 1, 2021 - January 1, 2022Guided customers through Tier-3 escalations, onboarding, and cross-functional collaboration to improve customer experience. Managed customer communications and contributed to incident resolution and process improvements.
IT Engineer at Hovione
March 1, 2021 - October 1, 2021Administered Microsoft Exchange Server and Active Directory for 1,000+ users, provisioning mail groups, distribution lists, and mailbox provisioning; supported secure collaboration and IT operations.
IT Help Desk Technician at Unimonte
August 1, 2014 - April 1, 2015Provided hardware/software troubleshooting, remote support, and end-user assistance. Implemented incident handling processes and contributed to improved customer experience.
IT Internship at Unimonte
August 1, 2013 - April 1, 2014Assisted with network troubleshooting, documented SOPs, onboarding materials, and supported early-career IT staff.
Education
Qualifications
Microsoft Certified Professional
January 11, 2030 - December 28, 2025Microsoft Certified Solutions Associate (MCSA)
January 11, 2030 - December 28, 2025SCIM Security & Compliance – Foundation
January 11, 2030 - December 28, 2025AZ-900: Microsoft Azure Fundamentals
January 11, 2030 - December 28, 2025ITIL Foundation (IT Service Management)
January 11, 2030 - December 28, 2025SCIMS Security & Compliance – Foundation
January 11, 2030 - December 28, 2025Azure Fundamentals (AZ-900)
January 11, 2030 - December 28, 2025SCIM Security & Compliance - Foundations
January 11, 2030 - December 28, 2025ITIL Foundation (IT Service Management)
January 11, 2030 - December 28, 2025Azure Fundamentals (AZ-900)
January 11, 2030 - January 13, 2026ITIL Foundation
January 11, 2030 - January 13, 2026Industry Experience
Software & Internet, Professional Services, Computers & Electronics, Telecommunications, Education
Experience Level
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