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Helped businesses deploy Microsoft Teams Phone, Genesys Cloud CX, SIP Trunks, and AudioCodes SBC solutions, reducing telephony issues and improving call reliability for contact centers and enterprise environments. Specialized in Microsoft Teams Phone, Genesys Cloud CX, SIP Trunking, and AudioCodes SBC with experience delivering cloud voice and contact center solutions for SMB and enterprise customers. 🔹 Microsoft Teams & Voice Solutions ✔️ Microsoft Teams Direct Routing ✔️ Operator Connect & Calling Plans ✔️ Auto Attendants & Call Queues ✔️ PSTN Integration & SBC Configuration ✔️ Multi-provider SIP failover routing 🔹 VoIP & Contact Center Expertise ✔️ SIP, E1, PRI integrations ✔️ AudioCodes SBC configuration & troubleshooting ✔️ Genesys Cloud CX (BYOCC, SIP Trunks, Routing) ✔️ Call recording & voice security ✔️ VoIP troubleshooting (RTP, TLS, SRTP, QoS) 🔹 Cloud & Infrastructure ✔️ AWS & Azure deployments ✔️ Hybrid cloud architecture ✔️ VPNs, Firewalls, Load Balancers ✔️ DNS, SPF, DKIM, DMARC & Email deliverability ✔️ High-availability & secure network design

I am an IT Support Specialist and Cloud Systems Administrator specializing in Infrastructure Operations. I bridge the gap between traditional hardware and modern cloud environments, ensuring your tech stack runs seamlessly without downtime. From managing virtual servers to configuring enterprise workspaces and troubleshooting hardware bottlenecks, I handle your IT operations so you can focus on scaling. 🛠️ Direct Services & Expertise Cloud & Infrastructure: Provisioning Virtual Machines (VMs), firewalls, Linux Server Administration (CLI maintenance), and Web/App Deployment. Workspace & Identity: Full tenant setup and migrations for Microsoft 365 and Google Workspace, including user provisioning and access control. Domain & DNS Management: Expert configuration via Cloudflare, nameserver routing, and vital email authentication (SPF, DKIM, DMARC) for flawless deliverability. Desktop & Peripheral Support: Advanced hardware troubleshooting, network connectivity, and driver configuration for specialized/large-format enterprise printing. 🌟 Why Work With Me? Full-Stack IT Support: I provide end-to-end technical coverage—from high-level cloud architecture and workspace administration to hands-on desktop software configuration and hardware troubleshooting. Clear Communication: I deliver fast, reliable updates, translating complex technical infrastructure and hardware issues into clear, actionable terms for non-technical clients and executive teams. 🎯 Client Focus I act as your complete, on-demand IT department for growing businesses and digital agencies. Let's optimize your technology and operations today. Click "Invite to Job" to get started!

I am an IT Support and Helpdesk Specialist experienced in supporting end users, B2B clients, SaaS customers, e-commerce businesses, and remote teams across different time zones. I can manage day-to-day IT support tasks, respond to user requests, triage and update tickets, monitor systems and alerts, troubleshoot technical issues, manage patching activities, and maintain ownership through resolution or escalation. My support experience includes: • Microsoft 365, Outlook, Teams, SharePoint, and OneDrive • Exchange Online, Entra ID, MFA, user accounts, and permissions • Google Workspace, Server Support • Windows, printers, VoIP, VPN, DNS, DHCP, and connectivity issues • User onboarding, offboarding, and access management • Ticket triage, queue management, system monitoring, and escalation • Endpoint monitoring, patching, security alerts, and application approvals • Remote end-user support through phone, email, and remote sessions • SaaS onboarding, account setup, product guidance, and troubleshooting • Customer service through email, live chat, and phone • SOPs, ticket notes, knowledge-base articles, and documentation I have worked across MSP, SaaS, e-commerce, and technical support environments, using PSA, RMM, security tools, backup tools, documentation, CRM, and communication platforms. These include ConnectWise, Autotask, NinjaOne, N-able, Datto RMM, IT Glue, Hudu, ThreatLocker, Huntress, SentinelOne, Proofpoint, Zendesk, Freshdesk, HubSpot, TeamViewer, 3CX, RingCentral, Airtable, Scribe, and other related tools. I am comfortable working independently, following support procedures, communicating clearly with technical and non-technical users, and stepping into related customer service or operational responsibilities when needed. I am available for long-term, part-time, or full-time remote IT, SaaS, and customer-support work.

✅ I designed and scaled 120+ CS/CX systems from strategy to execution. Intercom, Zendesk & CloudTalk Certified Expert specializing in CS/CX strategy and the implementation of high-performing CX/EX ecosystems. I have a detail-oriented mindset, strategic systems thinking, and the ability to learn fast. Combined with solid process mapping expertise, this helps me design efficient, scalable setups tailored to real business operations. I’m also a clear communicator, able to collaborate smoothly with teams and stakeholders. I work exclusively with clients who are serious about improving their CS/CX and are ready to collaborate closely. This includes having a dedicated point of contact with the time and bandwidth to engage fully throughout the project. ➖➖➖ HOW WE START WORKING TOGETHER ➖➖➖ 1️⃣ Validation phase • Discovery • Project Scooping • SOW + Quote 2️⃣ Implementation phase • Requirements Mapping • Configuration • Testing & Refinement 3️⃣ Onboarding phase • Staff Onboarding • Post-Implementation Support ➖➖➖ INTERCOM/FIN SERVICES ➖➖➖ • Intercom & FinAi Standard CX Implementation Packages • Intercom Custom Workspace Setup • Help Center (FAQ) Setup • FinAI agents (sales, service & e-commerce) • Agent Copilot • Outbound Proactive Support • Custom Reports & Dashboards • Integrations with CRM, Apps & Tools • Data connectors (API) ➖➖➖ ZENDESK SERVICES ➖➖➖ • Strategic Zendesk System Design & Implementation • Zendesk audit and Optimization • Custom Explore Reports • Help Center Development • Customer Portal Development • Integrations with CRM, Apps & Tools ➖➖➖ CLOUDTALK SERVICES ➖➖➖ • CloudTalk Setup & Configuration (numbers, teams/ring groups, call routing) • Call Flow Designer & IVR Setup • Integration with CRM & Helpdesk (Intercom, Zendesk, Pipedrive, HubSpot, etc.) • Advanced Routing Rules (time-based, skills-based, round-robin) • Voicemail & Call Queue Customization • Analytics & Call Reporting Dashboards • Call Tagging & Notes Standardization • Outbound calling setup (Click-to-Call, Power Dialer, voicemail drop) ➖➖➖TRANSPARENT LICENSE & PLAN ADVISORY➖➖➖ I help you choose the right plans, evaluate your use case and only recommend the licenses, add-ons, or seats that genuinely support your goals which leads to cost-effective decisions. ➖➖➖ONBOARDING & TRAINING➖➖➖ All work includes collaborative configuration, training sessions and post-implementation support to offer a seamless transition to Intercom, Zendesk or Aircall 🤝 ➖➖➖ MY CURRENT EXPERIENCE OF INTEGRATIONS COVERS ➖➖➖ Automation platforms: Make | n8n | Zapier Zendesk apps: SweetHawk | ChargeDesk | Jira | Auto Merge | Exporter | Lingpad (translations) Tools I have made made integrations with: ClickUp | Salesforce | Shopify/WooCommerce | Localise Twilio | Toky | Surveypal | Klaviyo | Fillout | Typeform | Slack | Aircall It can be simple when you find the right one - Let's talk!

Customer support platforms get messy fast. Bad ticket routing, no automation, agents answering the same questions 50 times a day. I fix that. Zendesk, Intercom, and Gorgias specialist. 16 years in support operations and 500+ helpdesk implementations shipped. Founder of Smart Instinct (Zendesk Advanced Tier Partner, Gorgias Solutions Partner, Intercom Solution Partner) and the senior consultant on every engagement. Recent clients: SF Marathon (56% chat deflection on Zendesk), StraighterLine (online education, 150,000+ learners), Blockchain (crypto platform), ThighPro, and Genesis Digital (Intercom + custom Discord). I first ran support teams for ecommerce and SaaS companies, then moved into platform implementation full-time. That background matters because I have sat in the chair your agents sit in. I build systems for how your team actually works, not how a vendor's demo makes it look. What I do Zendesk, Intercom, and Gorgias implementation and migration. Full implementations and configurations for Zendesk, Intercom, Gorgias, Freshdesk, Freshservice, Help Scout, Helpshift, Tidio, RingCentral, and Aircall. Data migrations between platforms, multi-channel integration across email, chat, SMS, and social, and clean handoffs with documentation your team can actually use. Workflow automation and ticket routing. Custom automation rules, smart ticket routing, SLA management, escalation workflows, macro and template libraries, and business rules built around your real support volume patterns, not generic templates. AI implementation and chatbot development. Set up and training for Zendesk AI, Intercom Fin, Gorgias AI Agent, and Pylon AI. Intent mapping, conversation design, brand voice tuning, and AI-enhanced routing that handles the repetitive stuff so your agents focus on the work that actually needs a human. Help center and self-service. Knowledge base builds, FAQ optimization, customer portal customization, and deflection rate improvement. A well-built help center is the cheapest ticket you've ever had to answer. Team training and ongoing support. Agent onboarding, platform training, process documentation, and retainer-based optimization for teams that want a long-term partner instead of a one-time contractor. Results clients see - 30-50% reduction in ticket volume through automation and self-service - Faster first response times from routing that actually routes correctly - Higher CSAT from workflows that stop making customers repeat themselves - Less agent burnout because the system handles what the system should handle - Reporting visibility that finally tells leadership something useful How I work One-time projects like migrations, new platform setups, and optimization audits. Ongoing retainers. Emergency troubleshooting when something breaks, and you need it fixed today. To get started If your support platform feels like it is working against you instead of for you, send me a message with what you are dealing with. I will tell you honestly whether I can help and what it would take.

🏆 Top Rated 💯 Job Success 💯 Experience level 💼 13+ yrs 🕒 Available ✅ Computer Repair ✅ IT Support ✅ Technical Support ✅ OneDrive support ✅ Windows Expert ✅ Outlook Expert✅ Fix any issues on your PC & Mac LET'S MEET ME AND DISCUSS YOUR ISSUE. 🖐 Hi, I'm Jerwin. Are you looking for IT Support with your Computer? I worked at Microsoft as a Technical support for several years and I have a solid 14+ years of troubleshooting experience. 𝙃𝙚𝙧𝙚 𝙞𝙨 𝙩𝙝𝙚 𝙡𝙞𝙨𝙩 𝙤𝙛 𝙘𝙤𝙢𝙥𝙖𝙣𝙞𝙚𝙨 𝙄'𝙫𝙚 𝙬𝙤𝙧𝙠𝙚𝙙 𝙬𝙞𝙩𝙝: 🔥Microsoft 🔥DXC Technology 🔥Commonwealth Bank Australia (CBA) 🔥ESPN 🔥Dell Support 🔥Lenovo Support 🔥On Geeks IT Support 𝙇𝙞𝙨𝙩 𝙤𝙛 𝙢𝙮 𝙚𝙭𝙥𝙚𝙧𝙩𝙞𝙨𝙚: 🔥Windows and Microsoft Office Support 🔥 Laptop, Mac & Desktop repair 🔥 Install Windows 11, 10, 8, 7 🔥 Upgrade Mac OS / Install Windows on MacBook dual boot 🔥 Fix MacBook Issues 🔥 Fix Windows Errors 🔥 Fix MS Office Installation and Activation 🔥 Fix Windows installation and Activation 🔥 Fix Outlook for Mac and Windows 🔥 Remove Viruses, Spyware, and Malware 🔥 Boot-up issues, Blue screen of death (BSOD) 🔥 Fix email issues, outlook app problem 🔥 Speed up a slow computer 🔥 Data Backup 🔥 Data Recovery 🔥 Software and system consultant 🔥 Issues with the browser 🔥 Technical support 🔥 Customer Service 🔥 IT Helpdesk 🔥 Email Support 🔥 Live Chat Support 🔥 Computer Repair 🔥 Windows & MS Support 🔥 Ticketing System 🔥 Outlook Support 🔥 Office 365 🔥 Virtual Assistance Cheers! Jerwin