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I am a Gorgias Expert helping Shopify brands build and optimize high-performing Gorgias helpdesks that reduce ticket volume, increase response speed, and turn support into a revenue driver. If your team is: • Manually answering repetitive tickets • Missing automation opportunities • Lacking structure in macros, tags, and views • Struggling with slow response times • Not using AI effectively I can fix that. I design and optimize Gorgias systems with: • Structured macro libraries for Tier-1 and escalation flows • Automation rules that eliminate repetitive manual work • Smart ticket routing and tagging logic • SLA-based views for accountability • AI agent setup for ticket deflection • Performance dashboards and reporting I have built customer service operations from 0 to 10 remote agents and optimized helpdesks handling 100+ tickets per day. My focus is always measurable improvement in efficiency, CSAT, and team clarity. Services include: • Gorgias Setup (from scratch) • Gorgias Audit & Optimization • Automation & AI Workflow Implementation • Macro & SOP Structuring • Shopify Integration Optimization If you want a helpdesk that runs smoothly, scales with your growth, and reduces unnecessary workload, send me a message or invite me to your project.

I am an IT Security Engineer and Support Specialist with hands-on experience supporting, securing, and maintaining modern IT environments across cloud and on-prem infrastructure. I help organizations reduce risk, improve system reliability, and support end users through secure, well-documented, and business-aligned IT solutions. My background spans IT security, cloud platforms (AWS and Microsoft Azure), endpoint management, and day-to-day IT operations. I focus on practical security, clear communication, and solutions that support business goals rather than overcomplicating environments. Core Expertise: ☁️ Cloud Platforms (AWS & Microsoft Azure) Secure cloud environment setup and access control Identity and role-based access management (IAM) Monitoring, logging, and cloud security best practices Hybrid cloud and on-prem integration support 🔐 IT Security & Compliance Endpoint security, firewall configuration, MFA, and access policies System hardening, patch management, and vulnerability remediation Security best practices for small and mid-size enterprises Incident response support and security documentation 🖥 IT Support & Systems Administration Windows environments and Microsoft 365 administration User onboarding/offboarding, device management, and permissions Tier 2/3 troubleshooting for hardware, software, and OS issues Remote and on-site IT support 🌐 Networking & Infrastructure Network configuration, VPNs, and secure remote access Connectivity troubleshooting and performance optimization Support for cloud-based and on-prem infrastructure 📊 Operational Excellence Clear technical documentation and SOP creation Proactive system monitoring and preventative maintenance Strong communication with technical and non-technical stakeholders Why Work With Me? Hands-on experience with PKI and PAM teams at Schneider Electric. Strong foundation in networking, cybersecurity, and cloud fundamentals. Ability to deliver end-to-end solutions — from building your website to securing the infrastructure it runs on.

I have worked with databases since 2011, i have experience of mainly upkeeping and data entry but some admin work too. Freelance Data Specialist, AI Trainer, Translator, Transcriptionist and Electrical Engineer. Highly experienced in all my fields and well recognized.

Service Desk & Level 1 Technical Support, Helpdesk for SaaS and fintech teams. I manage Zendesk, Intercom, and Jira tickets, troubleshoot APIs and SQL issues, and resolve user problems fast while protecting SLAs and CSAT. When users can’t log in, workflows break, or tickets pile up, customer trust drops and churn rises. I help SaaS, fintech, and MSP teams stabilize their support operations through structured Service Desk, Level 1 Technical Support, and Helpdesk focused on fast resolution, clean documentation, and proper escalation. I operate as the first technical bridge between users and engineering — owning tickets end-to-end, reducing backlog, and ensuring no issue is closed without a real fix. What I Bring to Your Service Desk ✔ Handle 40+ tickets and alerts per shift across chat, email, and phone ✔ Reduce duplicate and unresolved tickets through accurate triage and tagging ✔ Maintain high CSAT through calm, customer-first communication ✔ Investigate platform issues using SQL and API validation ✔ Improve SLA tracking, documentation, and escalation workflows My goal is not just to answer tickets, but to protect your SLAs and customer experience at scale. Core Level 1 Technical Support Skills ✔ Service Desk, L1 Technical Support, & Helpdesk ✔ Chat, Email, and Phone Support ✔ API & Workflow Troubleshooting (Postman) ✔ SQL / MySQL / MongoDB Investigation ✔ Incident Triage & Escalation Handling ✔ SaaS Support Workflows ✔ Knowledge Base & Runbook Creation If users report login failures, broken flows, delayed responses, or account errors, I don’t just reply — I diagnose, document, and resolve. Service Desk & L1 Support Services ✔ Service Desk & Level 1 Technical Support: First-line support and helpdesk for SaaS platforms with fast, accurate resolutions. ✔ API Debugging & Workflow Testing: Validate APIs and integrations using Postman to prevent workflow failures. ✔ Ticket Queue Management (Zendesk / Intercom / Jira): Monitor, prioritize, and resolve tickets based on SLA and business impact. ✔ SQL Investigation for Platform Errors: Query databases to trace user issues and data inconsistencies. ✔ Incident Triage & Escalation: Classify, document, and escalate issues properly to L2/L3 teams. ✔ Knowledge Base & Support Playbooks: Create SOPs, macros, and runbooks to reduce repeat issues and handle scale. Tools & Platforms ✔ Zendesk, Intercom, Jira, Confluence, HappyFox ✔ Postman, Datadog, Uptrends ✔ SQL, MySQL, MongoDB, PostgreSQL ✔ AWS (Cloud Practitioner), Linux ✔ GitHub, Notion, Trello Ideal Clients ✔ SaaS startups with growing user bases ✔ Fintech platforms handling transactions or integrations ✔ MSPs needing reliable Level 1 coverage ✔ Founders who need structured service desk operations Available for ongoing Service Desk and Level 1 Technical Support, contract-to-hire roles, or short-term support projects. If ticket queues are growing, users are frustrated, or SLAs are slipping, invite me to your job directly or send a message with your current issue and I’ll outline a practical resolution plan.

🌟 Unlocking Human Potential for Business Success 🌟 Results-driven psychologist and HR strategist with a passion for leveraging human potential to drive business growth. Graduated from the Federal University of Minas Gerais (UFMG), holding a Master's in Social and Community Research and Intervention from the University of Malaga (UMA), and a post-graduation in strategic HR from Puc Minas (Brasil), I bring a unique blend of academic knowledge and hands-on experience to every project. 🚀 What I Do: ✨ HR Strategy & Leadership: With over 3 of experience in HR management and multicultural team leadership, I specialize in crafting and implementing innovative HR strategies tailored to fuel organizational success. From recruitment and onboarding to culture consolidation and talent development, I help businesses thrive by harnessing the power of their people. 🔍 Translation & Localization: Fluent in English, Brazilian Portuguese, and Spanish, I provide expert translation and localization QA services to ensure that your content resonates with global audiences. With meticulous attention to detail and a keen eye for linguistic nuances, I guarantee top-notch quality and accuracy in every project. 🏆 Project Management & Agile Methodologies: As a seasoned project manager adept in Agile/SCRUM methodologies, I excel at driving cross-functional collaboration and delivering projects on time and within budget. Whether you need assistance with project planning, sprint management, or stakeholder communication, I've got you covered. 💼 Operations Optimization: From streamlining workflows to optimizing operational efficiency, I specialize in identifying bottlenecks and implementing effective solutions that propel business growth. Unlock the full potential of your operations and drive lasting results. 💡 Consultation Services: Looking for expert guidance in recruitment and onboarding strategy, culture consolidation, project management, or operations management? Book a consultation with me to gain actionable insights and tailored solutions that drive success. ✨ Highlighted Skills & Experience: - HR Strategy & Leadership - Recruitment & Onboarding Excellence - Project Management & Agile Methodologies - Operations Optimization - Multicultural Team Management - Privacy & Security Policy Development - Translation & Localization QA Testing (English - Brazilian Portuguese - Spanish) - Information Security Management System (ISO27001/2022) - Analytical Skills & Business Process Audit - Customer Service Excellence - CRM Management

I build AI agents, telephony and CRM integrations, and the backend services behind them. What I build: • Voice AI agents that make real phone calls, with human approval before anything sensitive • Telephony infrastructure: SMS and voice bridges between providers like Twilio or Commio and CRMs like GoHighLevel • Backend services that sync CRM data, calculate money, and alert when something goes wrong • Workflow automation across Slack, Trello, Airtable, helpdesks and CRMs Stack: Node.js, Express, Python, FastAPI, Flask, PostgreSQL, Redis, n8n, Asterisk, SIP, WebRTC, Twilio, GoHighLevel, Docker, Git. If you need to connect systems, automate operations, or put AI into a real workflow, message me with what you are trying to do and I will tell you honestly whether I am the right fit.