Active Directory Exchange Engineer

Michael Quarles

Microsoft Exchange Engineer

240-***-**** *******.***********@*****.*** LinkedIn Suitland, MD Clearance: Secret/Active Established Microsoft Exchange Engineer with 10+ years of hands-on experience supporting secure, large-scale messaging environments across federal agencies. Proven expertise in Exchange Server 2012/2016/2019 and Microsoft 365, with a strong command of Active Directory, email security protocols, and hybrid cloud integrations. Trusted for leading Tier 3 support operations, executing mission-critical database migrations, and delivering white-glove service to executive leadership. Adept at managing end-to-end provisioning, seeding, and remediation processes in compliance-driven environments. Known for consistently driving operational excellence, minimizing disruptions, and ensuring seamless communication across enterprise systems. AREAS OF EXPERTISE

Exchange Account Provisioning Shared Mailbox Management Distribution List Configuration Mail Flow Troubleshooting Email Security and Phishing Mitigation Relay Queue Diagnostics Outlook Profile Support Active Directory Group Management Permissions and Access Control Hybrid Exchange Environments Exchange Online Administration Patch Management Server Compliance (DHS Standards) Exchange Database Seeding Exchange SOP & Documentation Development Migration Planning TECHNICAL SKILLS

Microsoft Exchange Server Microsoft 365 Exchange Online Google Workspace Google Cloud Directory Sync Microsoft Azure Amazon Web Services (AWS) ServiceNow Ticketing System Remedy Ticketing System Windows Server BitLocker Encryption PROFESSIONAL EXPERIENCE

Exchange Operations Engineer 11/2020 - 03/2025

USAID (United States Agency for International Development) Suitland, MD (Remote)

● Reduced phishing incidents by 30% in six months by leading domain-blocking initiatives and improving agency-wide email security protocols in alignment with DHS standards.

● Resolved 15–20 ServiceNow tickets daily, investigating mail flow issues, non-deliveries, and relay queue backlogs to enhance message delivery performance.

● Managed Exchange account creation for 100–150 users monthly, including shared mailboxes and distribution lists, ensuring timely and secure user onboarding.

● Served as Tier 3 support for complex messaging issues, including shared mailbox corruption, distribution group misconfigurations, and email access disruptions for VIPs.

● Delivered white-glove support to executive leadership, proactively mitigating outages and maintaining reliable messaging platforms for mission-critical communication.

● Led messaging operations during USAID’s 2023 Haiti Earthquake and Iraq Pullout responses, enabling uninterrupted communication during international crisis deployments.

● Authored SOPs and job aids for mail relay troubleshooting and Exchange database seeding, standardizing response procedures across the messaging team.

● Trained CSIRT team members on Google Vault and Workspace Audit Investigation Tool, expanding their forensic analysis capabilities in email security investigations.

Systems Administration Manager 09/2015 - 09/2020 Bolling Air Force Medical Center Washington, D.C.

● Executed a Windows 10 migration and annual hardware refresh program, decommissioning devices and coordinating relocation of workstations.

● Resolved Remedy tickets, including Exchange, AD, and desktop support, contributing to project outcomes like the $425K abatement that avoided a six-week pharmacy shutdown.

● Oversaw Exchange provisioning processes, including org boxes and distribution lists, supporting between 20–30 users monthly and improving onboarding efficiency.

● Supervised and mentored a rotating team of military helpdesk technicians, providing on-the-job Exchange training and documentation guidance.

● Developed SOPs and Office Instructions for critical operations like inventory control, AD account management, and Exchange service workflows to ensure operational consistency.

● Managed network cabling and equipment installation projects for 5–20 users per deployment, ensuring timely setup for department relocations and technology refreshes.

● Administered Active Directory and DRA permissions for users, managing SharePoint access and maintaining secure identity and group configurations.

● Completed a full inventory of 1,000+ devices, coordinating asset tracking and readiness for patching, software deployment, and DRMO retirement processes.

Systems Support Manager 01/2014 - 09/2015

Navy Bureau of Medicine and Surgery (BUMED) Walter Reed Medical Falls Church, VA

● Supported 500+ users and workstations, delivering end-to-end hardware/software support, security patching, and system imaging via SCCM.

● Closed 100–120 Remedy tickets monthly, resolving desktop, Exchange, and AD issues under strict SLA timelines while supporting mission-critical workflows.

● Provided Exchange configuration and troubleshooting for over 100 users, including Outlook profile support, mailbox permissions, and calendar sync issues.

● Owned VTC system support for high-priority conference rooms, ensuring seamless connectivity and communication between internal and external command units.

● Served as the sole onsite tech for the Bethesda location, managing all Exchange-integrated desktop environments, software deployments, and AD user provisioning.

● Created templated role-based access structures in Quest One ActiveRoles, streamlining onboarding and minimizing access errors across departments.

● Executed DISA-compliant vulnerability scans and patch cycles, proactively addressing endpoint risks and improving compliance.

● Diagnosed and resolved Exchange-related workstation misconfigurations using SCCM tools, reducing recurring email client issues and login delays.

CERTIFICATIONS

CompTIA Security+ 2025

CompTIA

EDUCATION

Bachelor of Science, Network Communications Management DeVry University

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