Led the end-to-end implementation of Thread AI at i-Tech Support inc., deploying it as a custom Microsoft Teams application across client environments. This AI-driven solution analyzes incoming support requests, categorizes tickets, and routes them to appropriate technicians — all accessible directly within the Teams interface for seamless adoption and enhanced collaboration.
Thread AI
Microsoft Teams
API Integration
Azure AD
Workflow Automation
MSP Operations
- Reduced average ticket triage time through AI-powered categorization
- Implemented intelligent routing based on technician expertise and workload
- Deployed custom Teams app across multiple client tenants using Azure AD integration
- Integrated with existing ticketing systems for seamless adoption
- Provided training and documentation for end-user adoption
Conducted a comprehensive deep dive into HIPAA compliance requirements for Microsoft 365 environments, researching and implementing policies across Microsoft Purview and Microsoft Teams Admin to ensure the protection of electronic protected health information (ePHI). This initiative covered data loss prevention, retention, encryption, sensitivity labeling, and communication controls to align client environments with HIPAA safeguards.
Microsoft Purview
Teams Admin
Data Loss Prevention
Sensitivity Labels
Encryption
Microsoft 365
- Configured Data Loss Prevention policies in Microsoft Purview to detect and restrict sharing of ePHI
- Established data retention policies to meet HIPAA-required record-keeping obligations
- Implemented encryption standards for emails and documents containing sensitive health data
- Created and deployed sensitivity labels for classifying and protecting HIPAA-regulated content
- Hardened Microsoft Teams settings through Teams Admin to control external sharing, guest access, and meeting policies
Configured and managed Microsoft Intune for a client environment, creating application packages for deployment to company devices based on group-based policies, assisting with device configuration policies for both Windows and iOS platforms, and reconfiguring Windows Autopilot profiles for streamlined new device provisioning and ongoing device management.
Microsoft Intune
Windows Autopilot
Win32 Apps
Group Policy
Windows
iOS
- Created and deployed Win32 application packages through Intune with detection rules and installation commands
- Configured assignment policies targeting specific device groups for controlled app distribution
- Assisted in configuring Intune device configuration and compliance policies for Windows and iOS devices
- Implemented Windows Update enforcement policies with update rings and compliance deadlines
- Reconfigured Windows Autopilot deployment profiles for zero-touch provisioning of new devices
- Managed device lifecycle through Autopilot including enrollment, configuration, and ongoing management
