Hire the Best Bluelight Software Service Manager Specialists

I help MSPs keep their service desk moving: tickets resolved and escalated properly, clients answered clearly, and the messy tribal knowledge turned into SOPs and documentation the whole team can actually use. I have spent 10+ years inside MSP operations for US companies: helpdesk L2/L3, escalations, system administration (Microsoft 365, Active Directory, Windows Server, VMware), backup and BCDR, and the toolchain you already run: ConnectWise Manage, Control, and Automate, IT Glue, HaloPSA, NinjaOne, Datto, Meraki, SentinelOne, Proofpoint, Okta. On Upwork that adds up to 6,700+ verified hours and $70K+ earned across 17 jobs, including a 2,290-hour engagement where the client's parting words were that I had become the escalation point for their team. At my last long-term MSP role I was promoted to team lead within 3 months and ran a pod of 4 technicians. My recent MSP work has also continued as direct hires beyond the platform, most recently with a security-focused MSP. Documentation and process work is where I have gone deepest recently. At a security-focused MSP, my role included writing SOPs, documenting processes, and working with management on standards and process improvement. I did this work well before AI existed. Today I also run AI-assisted workflows I built myself (for triage notes, documentation drafts, reporting, and repetitive admin), which means the same documentation cleanup gets done faster and more consistently. I run my own IT services business on these workflows every day, so this is working practice, not theory. What I can take off your plate: - L2/L3 technical support, ticket triage, escalation handling, client-facing updates - SOP writing, process documentation, knowledge base cleanup (IT Glue and similar) - Microsoft 365, Active Directory, endpoint, and backup administration - Network troubleshooting: firewall, VPN, DNS, DHCP, connectivity - AI-assisted documentation and reporting workflows inside your existing tools Practical details MSPs usually ask about: I work US business hours comfortably (years of night-shift experience), and my home office is built for reliability: a high-spec desktop with three monitors plus a MacBook as a backup machine, two independent internet lines (fiber and Starlink), and UPS power backup. If you need someone who can hold the line on tickets today and leave your documentation better than they found it, send me a message.

I am a Senior IT Support Engineer, Service Desk Analyst, and Network Specialist with over 15 years of experience providing technical support to businesses, enterprise environments, and Managed Service Providers (MSPs). I specialize in Level 1 and Level 2 technical support, Microsoft 365 administration, Active Directory, Windows Server, Microsoft Exchange, VPN, VDI, networking, and remote desktop support. I have extensive experience troubleshooting hardware, software, user accounts, email, printers, and network connectivity while consistently meeting SLA targets and delivering excellent customer service. I am proficient with industry-standard platforms including ConnectWise Manage, ConnectWise Automate (LabTech), ServiceNow, Remedy, and Amdocs CRM. I am comfortable supporting users through phone, email, chat, and remote sessions, and I take pride in resolving technical issues efficiently while maintaining a positive customer experience. My strengths include problem-solving, communication, attention to detail, and the ability to remain calm under pressure. I quickly adapt to new technologies, work well independently or as part of a team, and am committed to providing reliable, high-quality IT support. If you're looking for a dependable IT professional who can hit the ground running and provide exceptional technical support to your team or clients, I'd be happy to help.

I have been worked with Manage Service Providers over 6 years and familiar with MSPs process and products for MSP 1. ConnetWise Products - Quosal (CW Sell): + Design template + Setup for startup MSPs, workflow + Integration with CW Manage - ConnectWise Automate (Labtech) + Setup from scratch + Optimize monitoring, deploy software, integration with other AV and utility product (Warranty Master, IT Glue, etc.) + Setup integration with CW Manage + Setup Patch Management for windows workstation and servers - ConnectWise Manage + Setup for startup MSPs + Design workflow, setup best practice + Design invoice template + Design report use report writer HaloPSA - Best practice setup for MSP - Develop integration - Deploy REWST integration 2. Implement backup software for MSPs: Veeam Cloud connect, Datto, Solarwind MSP backup, Shadow Protects 3. Office 365 - Migrate from on premise exchange, google or imap system to O365 - Implement MFA, manage O365 admin for MSPs, Powershell for report and update mailbox 4. RMM and other software: Ninja RMM, Nable Solarwind, Webroot AV, Trend Micro AV 5. Azure: Setup and Manage Azure VMs, Virtual Desktop 5. Integration: - Setup integration betweem ConnectWise to other - Email notification to MS Team, Azure function use Python via API to update CW - Email to SMS, and SMS to Email, integration with Microsoft Team

I've been working in IT-BPO industry since 2007. I've dealt with several companies and clients all across the globe. I've been outstanding in customer service and customer satisfaction as I go above and beyond client's expectations. I've acquired wide variety of technical skills as follows: Skills: Active Directory Windows OS, Mac OS, Windows servers, iOS, Android, Virtual machine, Amazon workspace, VDI Salesforce, Sandbox, Workbench, Dataloader Adobe, MS Office, Azure, ServiceNow Cybersecurity, Firewall classes JAMF, BitLocker, Antivirus Amazon Connect, Customer service, Problem Solving MS Exchange, Outlook, Google Mail Webex, Zoom, MS teams, Google Meet, Slack ITIL, CompTIA MDM, Genesys Troubleshooting knowledge for Microsoft Windows 7 / 10, Mac, Mobile Devices (Android & iOS), Microsoft Office applications suite, Office365, MS Exchange, Outlook, local and LAN printers, Wi-Fi, VPN, Internet Connectivity, Communication tools (Skype, Webex, etc.) Microsoft Active Directory Users and Groups Management Remote Desktop, LogMeIn, Skype, CMRC, etc. Trainings: a. Corporate Cybersecurity training b. Mac OS Technical troubleshooting training c. CompTIA A+ training d. Windows 10 training e. ITIL v4 Foundation training

I'm a Professional and independent IT Support, Expert with Microsoft 365 troubleshooting and administration, Expert with MS Office Outlook email client, Excellent at Troubleshooting Microsoft Windows Operating system Windows 11 and earlier versions. I am hardworking and a fast learner with good communication skills and strong call handling skills. Worked as a Service Desk level 2 for 4 years and 10 months. Worked at Accenture as a APP/Cloud Support Senior Analyst. Certified ForgeRock Identity Access Management Professional.

I'm a Technical Support and Customer Success professional with 5+ years of experience helping businesses and customers resolve technical issues, navigate complex systems, and get the most value from their technology. My experience spans enterprise IT, SaaS, FinTech, shipping, and customer-facing environments, including experience with global organizations such as Microsoft and MSC. My core areas of expertise include: ✔ Technical Support & Troubleshooting ✔ Customer Support & Customer Success ✔ SaaS & Application Support ✔ Microsoft 365 & Google Workspace Support ✔ Shopify & E-commerce Technical Support ✔ Account, Access, MFA & Authentication Issues ✔ Domain, DNS & Email Troubleshooting ✔ IT Operations & Systems Administration ✔ Ticket, Case & Escalation Management ✔ Customer Onboarding & Issue Resolution ✔ Technical Documentation & Process Improvement I enjoy solving problems, investigating issues, and helping customers get from “something isn't working” to “it's resolved.” I am comfortable working directly with customers, handling technical escalations, communicating with internal technical teams, and taking ownership of an issue through to resolution. My experience also includes Power BI, SQL, data analysis, reporting, and process optimization. This allows me to bring an analytical approach to support—identifying recurring issues, improving processes, analyzing support data, and helping businesses make better operational decisions. I have worked across a wide range of business and technology platforms and can quickly adapt to new tools, workflows, and environments. Whether you need a Technical Support Specialist, Customer Support Agent, Customer Success Specialist, SaaS Support professional, or IT Support resource, I bring a combination of technical knowledge, customer-focused communication, problem-solving, and operational experience. My goal is simple: solve problems, support your customers, and make your operations run more smoothly.