Open to opportunities

Ricardo Antunes

@ricardoantunes

I manage a team of Entra Identity escalation engineers and build AI-powered support systems that improve resolution speed and reliability.

Portugal

Message

What I'm looking for

I'm looking to lead and build hands-on engineering systems for complex identity, supportability, AI, and automation challenges, translating operational signal into scalable product improvements.

At Microsoft Entra Identity, I manage a globally distributed team of Embedded Escalation Engineers and design internal engineering tools and governance-focused automation pipelines that improve quality, reliability, and operational discipline across repositories.

Our core focus is resolving high-complexity issues that flow from support delivery into Identity product engineering, while capturing actionable signals that improve product quality and public documentation. We work closely with product engineering to turn escalation learnings into durable improvements.

In parallel, my team builds agentic support tooling and practical AI-enabled workflows.

Experience

Work history, roles, and key accomplishments

Current

Sr. Supportability Manager

Current

Microsoft

Dec 2023 - Present (2 years 9 months)

Lead a globally distributed team of Embedded Escalation Engineers, staying technically engaged on complex enterprise escalations. Set AI adoption strategy, built engineering systems, and drive initiatives that reduced time-to-mitigation and operational overhead.

Sr. Embedded Escalation Engineer

Microsoft

Jun 2018 - Dec 2023 (5 years 6 months)

Owned Microsoft's most complex enterprise identity escalations, the cases that exhaust normal support paths and require product engineering investigation, specializing in hybrid provisioning and synchronization (Entra Connect Sync, Cloud Sync, Cross-Tenant Sync, and directory sync web services).

Azure Identity Technical Advisor

Microsoft

Dec 2016 - Jun 2018 (1 year 6 months)

Advised support engineers on complex identity issues and built and delivered technical training and mentorship for the global support delivery organization.

Support Escalation Engineer

Microsoft

Jul 2016 - Nov 2016 (4 months)

Cloud identity escalation engineer for Office 365 and Azure AD.

Senior Systems Engineer

Inetum

Jan 2014 - Jun 2016 (2 years 5 months)

Working for GFI Informatique, now Inetum as a Support engineer on Microsoft's EMEA Cloud Identity escalation team (Office 365 and Azure AD). Placed as vendor at Microsoft.

Systems Engineer

Inetum

Apr 2008 - Jan 2014 (5 years 9 months)

Working for GFI Informatique, now Inetum. Managed enterprise Active Directory, Exchange 2007, file services, RMS, and mobile platforms for a large national telecom, Portugal Telecom.

Systems Administrator

Mota-Engil

Jul 2006 - Apr 2008 (1 year 9 months)

Administered Active Directory, Exchange 2003, Squid proxy, Veritas Backup, Check Point firewall, and VMware ESX.

Systems Administrator

Lusoinstal

Dec 2004 - Jul 2006 (1 year 7 months)

Delivered infrastructure migration projects at the Portuguese flag-carrier airline, TAP Air Portugal, moving from Novell NetWare 5 and Windows NT 4.0 to Windows Server 2003 Active Directory.

Site Manager

Xerox

Feb 2004 - Jul 2004 (5 months)

Managed Liberty Insurance Portuguese subsidiary mass-printing subsystem across Windows NT 4.0 / 2000 Server, Sun OS / Solaris, and IBM OS/400 and MVS environments.