I have over two and a half decades of experience with Microsoft products, ranging from their server infrastructure to their cloud products, with a primary focus on their Microsoft 365 ecosystem.

I leverage my experience to support clients at a higher level than any other department by fostering close connections and positioning our team as trusted advisors. While consultants focus on building platforms, part of my role involves developing new products to complement our consultations. When a client’s request falls outside our purview, I don’t respond with, “We don’t know how to solve this.” Instead, I say, “We will research and recommend a solution that meets your business needs.” This proactive mindset helps me lead our team in promoting client success by approaching challenges with an open mind and confidence backed by experience.

I recently completed an assessment for a client’s Internet Information Services (IIS) environment, which included over 100 IIS server deployments. During the assessment, we identified a critical issue: personally identifiable information (PII) was being logged into their demilitarized zone network (DMZ). This was a significant discovery for the client, as they were unaware of the issue despite the environment already being in production.

This case highlights the value of tailored assessments. We developed the assessment from the ground up to address the client’s specific needs, enabling us to uncover and address risks effectively.

The first thing I do is determine the appropriate approach for the request. In my experience, tickets can typically be categorized as either straightforward or ambiguous, and this classification influences how I handle the issue. For straightforward tickets, I can immediately reach out and get started. However, for ambiguous tickets, I first schedule a scoping call with the client. This allows me to gather any final clarifications about their needs and expectations. Using the information from the scoping call, I can tailor my approach to address the client’s requirements efficiently and effectively. Additionally, understanding what strategies the client has already tried prevents any duplication of effort and ensures we use our time more wisely, especially when resolving their Microsoft issues.

Come prepared with an open mind. There are many ways to prevent future issues or address existing problems in your infrastructure. Keeping an open mind fosters innovative thinking and encourages proper future planning—essential for successful proactive care.