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💯 100% Job Success | ⭐Top Rated | ⏱️400+ Hours clocked Tired of your Business Central data sitting in silos while your teams manually key in orders, invoices, and purchase requests? I'm a Power Platform specialist with 4+ years building end-to-end automation systems that connect directly to Business Central via API — so your teams stop doing data entry and start focusing on what actually matters. Here's what I've built for FMCG and beverage companies: ✅ Sales Order automation — triggered from Teams/forms, created directly in BC via API ✅ Purchase Order workflows — multi-level approvals, auto-created in BC on completion ✅ Invoice processing — automated generation, notification & tracking via Power Automate ✅ Real-time inventory & order status retrieval from BC — accessible to field teams instantly ✅ Business team notifications — Teams, email, SMS on every critical transaction 𝗪𝗵𝘆 𝗰𝗹𝗶𝗲𝗻𝘁𝘀 𝗰𝗵𝗼𝗼𝘀𝗲 𝗺𝗲 𝗼𝘃𝗲𝗿 𝗮 𝗴𝗲𝗻𝗲𝗿𝗮𝗹 𝗣𝗼𝘄𝗲𝗿 𝗔𝘂𝘁𝗼𝗺𝗮𝘁𝗲 𝗱𝗲𝘃𝗲𝗹𝗼𝗽𝗲𝗿: Most Power Automate developers have never touched an ERP API. I've spent 3+ years building specifically inside Business Central for FMCG and beverage operations — which means I already understand your distributor workflows, order cycles, and operational pain points before you explain them. You don't pay me to learn your business. You pay me to automate it. 𝗜'𝗺 𝘁𝗵𝗲 𝗿𝗶𝗴𝗵𝘁 𝗳𝗶𝘁 𝗶𝗳 𝘆𝗼𝘂'𝗿𝗲: → Running Business Central and drowning in manual processes → An FMCG/beverage company needing field-to-BC automation → A BC implementation partner needing a reliable specialist → A business wanting to reduce order processing time by 70%+ 𝗖𝗲𝗿𝘁𝗶𝗳𝗶𝗲𝗱: ✔ Microsoft PL-900 — Power Platform Fundamentals 📩 Message me describing your current manual process — I'll come back within 24 hours with exactly what can be automated and how.

If your support volume is growing faster than your systems—or your team is drowning in tickets that should never reach a human—that's exactly the problem I fix. I've spent 8 years inside CX operations across SaaS, eCommerce, EdTech, and video gaming. Not in a strategy role—hands-on. Building the systems, running the inbox, training the AI, fixing what's broken, and staying long enough to make sure it holds. I approach every engagement the same way: understand what's broken before building anything. That means auditing support flows, ticket patterns, and where customers get stuck—then fixing the right things, not just the obvious ones. At SquadTrip, I was the only CX person at a 7-person startup for 6 months. I built their VoC program, redesigned onboarding, launched a Fin AI Agent that resolved 55% of tickets automatically, and grew activation 2.3x. At Leya AI, I migrated their full support stack from Zendesk to Intercom, built a self-serve ecosystem, and moved CSAT from 69% to 91% — with 61% self-service resolution — over 15 months. On the eCommerce side, I set up Intercom and Shopify for Try Doggo Labs at launch and am building end-to-end support operations for an active fitness eCommerce brand. At Manifest Movies, I set up their Intercom + Stripe system from day one. At Arise Gaming, I led a 110-member global support team across EMEA, LATAM, and APAC. CSAT went from 79% to 92%. FRT dropped from 3 hrs to 1.48 hrs. I don't hand over a plan and disappear. I stay, run the system, improve it, and make sure it outlasts my involvement. What I typically own in a long-term engagement: - Customer support operations — inbox setup, team inbox structure, routing rules, SLA configuration, escalation logic, macros, quality - Fin AI Agent — Procedures, Simulations, resolution rate optimization, and AI Copilot configuration for human agents - Voice of Customer programs—CSAT, NPS, CES surveys, ticket tagging, user interviews, closed-loop feedback to product, churn signal tracking - Self-serve support and ticket deflection—Help Center structuring for AI, knowledge base, in-product help triggers, support deflection strategy - Customer journey mapping — identifying drop-off points, friction, and moments of truth across the full lifecycle - Lifecycle emails and customer lifecycle management—onboarding, activation, retention, re-engagement, A/B testing - Automation—Intercom Workflows, Make, n8n, Zapier, support automation - Service design—repeatable, scalable processes and SOPs teams can actually follow - Monthly reporting — turning CX data into clear insights for founders and leadership For shorter setup and implementation projects, I build: - Intercom from scratch—inbox configuration, team inboxes, routing rules, Workflows, automations, Help Center, Fin AI agent procedures, and Simulations - Zendesk setup—Zendesk Messaging, skill-based routing, SLA configuration, triggers, macros, Knowledge Base - Platform migrations — Zendesk to Intercom and reverse - Shopify + Intercom integrations for eCommerce support automation — order lookups, returns, shipping queries, escalation guardrails - Fin AI Agent and Zendesk AI implementation for SaaS, EdTech, and eCommerce products - CX audits—structured review of support flows, ticket patterns, and escalation logic, delivered as a clear action plan Recent setup work: - Manifest Movies — Intercom setup and CX project management for a streaming platform - Try Doggo Labs—Full Intercom setup for an eCommerce launch including macros, Help Center, routing, and tags - Fitness eCommerce startup (active)—Building end-to-end customer support operations, including Intercom setup, Workflows, and automations Results that matter: - 2.3x activation growth — SquadTrip (SaaS) - 61% self-service resolution — Leya AI (EdTech) - CSAT 69% → 91% — Leya AI - 72% support automation rate—Leya AI VoC revamp - CSAT 79% → 92%, FRT cut from 3 hrs to 1.48 hrs—Arise Gaming (Video Gaming) - 80% reduction in hold time — Arise Gaming - +14 pts email open rate on onboarding lifecycle emails—SquadTrip Tools: Intercom (Certified) | Zendesk | Fin AI Agent | Make | Shopify | Hotjar | Google Sheets | Slack | Claude | SQL (basic) | CX/CS Management If you want someone who'll stay and run your CX — not just set it up and leave — I'd love to hear what you're working on.

🔹 STRATEGIC OPERATIONS, PROCESS TRANSFORMATION & BUSINESS SYSTEMS CONSULTANT I help founder-led and growing businesses improve operations, redesign business processes, implement scalable systems, and create the operational foundations needed for sustainable growth. With 20+ years of experience in business operations, process improvement, project delivery, and systems implementation, I help organizations move from reactive operations to structured, scalable operating systems. If your business is experiencing operational bottlenecks, inconsistent execution, poor visibility, disconnected systems, or founder dependency, I can help identify the root causes and implement practical solutions. What I Do I work with business owners, executives, and leadership teams to: ✅ Analyze and redesign business processes ✅ Build scalable operating systems ✅ Improve cross-functional workflows ✅ Implement business systems and operational infrastructure ✅ Design accountability and KPI frameworks ✅ Lead software and ERP implementation initiatives ✅ Develop SOPs, knowledge bases, and training systems ✅ Improve reporting, visibility, and decision-making My focus is not simply implementing software but improving how the business operates. CORE AREAS OF EXPERTISE Business Process Reengineering & Operational Excellence • Process Analysis & Improvement • Current State / Future State Design • Gap Analysis • Workflow Optimization • Organizational Process Design • Continuous Improvement • Change Management Business Systems Architecture • Operating System Design • Workflow Architecture • Business Requirements Gathering • Functional Specifications • SOP Development • Knowledge Management Systems • Onboarding & Training Frameworks Project & Implementation Leadership • ERP Implementations • CRM Implementations • Software Deployment • Stakeholder Management • Risk & Dependency Management • Cross-Functional Coordination • Vendor Management Performance Management & Reporting • KPI Development • Business Metrics • Executive Dashboards • Operational Reporting • Process Measurement • Accountability Systems AI & Automation Capabilities I help organizations leverage AI and automation where it creates measurable business value. Capabilities include: • Context Engineering • AI-Assisted Workflow Automation • Operational Knowledge Assistants • AI-Powered Reporting & Insights • Business Process Automation • Prompt Engineering for Business Operations • Workflow Intelligence & Process Audits • Automation Opportunity Assessments Tools include: ChatGPT | Microsoft Copilot | Google Gemini | Google NotebookLM | Zapier | AI Productivity Platforms PLATFORMS & SYSTEMS ERP / CRM • NetSuite (Admin & Project Management) | Odoo| Salesforce | Zoho | HubSpot Project & Workflow Management • Asana| Monday dot com | Trello | Jira | Avaza Process Mapping & Documentation • Lucidchart | Microsoft Visio | Notion Business Intelligence & Analysis • Excel | Google Sheets | Reporting & KPI Systems PROFESSIONAL BACKGROUND ✔ 20+ years in business operations, strategy, and project delivery ✔ 14+ years in senior leadership and operational management ✔ MBA - United States – Business Process Reengineering & General Management ✔ Bachelor of Science – Computer Science ✔ $100K+ Earned on Upwork ✔ 100% Job Success Score ✔ Top Rated Plus CERTIFICATIONS & EXECUTIVE TRAINING • Generative AI for Project Managers – IBM (2026) - Generative AI: Introduction and Applications - Generative AI: Prompt Engineering - Generative AI: Unleash Your Project Management Potential • Managing Projects in Notion – Coursera Project Network (2025) • Business Metrics for Data-Driven Companies – Duke University (2025) • Use RACI Charts for Work Management with Asana – Coursera Project Network (2025) • Improve Efficiency in Asana for Project Managers – Coursera Project Network (2025) • AI for Everyone – DeepLearning.ai (2024) • Oracle NetSuite Partner SuiteSuccess Methodology – Oracle University (2024) • Jira Fundamentals Training – Atlassian (2024) • Managing the Company of the Future – University of London (2022) • Design Thinking for Innovation – University of Virginia Darden (2022) • Digital Transformation – Boston Consulting Group (2021) 💡 Whether you’re implementing a new system, redesigning a business process, scaling operations, or building a more structured operating model, I can help turn complexity into clarity and execution.

⭐⭐⭐⭐⭐ ✅ Top rated by Upwork ✅ 100% job success ✅ 13+ years of experience I help businesses build, fix, and scale real-world software — not tutorial projects. I’m a Senior .NET Developer & Architect with 85+ completed projects and a 100% Job Success Score, specializing in ERP systems, SaaS platforms, and business-critical web applications. What I actually do : Design & develop ASP.NET / .NET Core applications that scale Build ERP systems (multi-tenant, role-based, report-heavy) Create clean Angular frontends that don’t fight the backend Customize & extend NopCommerce, Sitecore, Umbraco Integrate MS Dynamics 365, APIs, payments, and third-party tools Fix legacy systems that “everyone else touched but no one owned” Why clients stick with me: I think like a business owner, not just a coder I ask the right questions before writing code I communicate clearly (no ghosting, no jargon flexing) I deliver maintainable systems, not spaghetti miracles If you want: ✔ predictable delivery ✔ clean architecture ✔ someone who treats your product like their own Let’s talk. I don’t chase gigs — I build long-term wins.

I help SaaS companies, agencies, and government teams deliver complex technical projects on time — without the chaos. 15 years across Fortune 100 (Hewlett Packard Enterprise) and US government digital transformation (Granicus). At HPE I ran a multi-billion-dollar global portfolio across 150+ countries and cut deployment timelines by 20%. At Granicus I led public-sector digitization that changed how citizens reach essential services. On UpWork: 22+ projects · 5,000+ hours · 100% Job Success. I now operate as SOTO⟂DEV — a doctrine-driven technical practice for businesses that have outgrown chaos. Most automation and software breaks within a year because it was built to demo, not to last. I work the opposite way: documentation-first, maintainable by your team, designed to outlive the technology it runs on. What I deliver – End-to-end project management (discovery → UAT → rollout) for SaaS and public-sector engagements – Custom software & web apps — SaaS products, internal tooling, operational dashboards – Automation architecture (n8n, Make, custom) with runbooks your team can actually maintain – AI-assisted workflows (OpenAI, Anthropic) wired into your real CRM, not a toy demo – Chatwoot deployments — multi-inbox, multi-agent, white-label-ready – CRM optimization, SaaS operations, agile/sprint planning, cross-functional coordination – Fractional technical operator engagements for founders and ops leaders who need a steady hand How I work – Written scope before any code. Written handoff after. – Every system ships with a runbook, a recovery procedure, and a change log. – Stakeholder communication tuned for both engineering teams and executive audiences. – I optimize for the third year of the system, not the first week. Who I am Bilingual EN/ES, based in San José, Costa Rica (GMT-6). Available for US and EU time zones. Operating under a written doctrine — clients see it on day one, because the same standards that govern my code govern the engagement. If you need a senior operator who's done this at Fortune 100 and government scale, won't disappear on you, and ships systems built to last — let's talk.

A proven track record in full-stack web and mobile application development, I help startups and enterprises build scalable, secure, and AI-powered applications from idea to production. I work closely with clients throughout the entire product lifecycle — from requirement analysis and architecture design to UI/UX, development, deployment, and scaling. My experience spans modern JavaScript frameworks, Python/Node/,NetCore based backends, cloud infrastructure, and AI-driven development workflows, enabling me to deliver solutions that are both technically robust and business-focused. I have successfully built simple MVPs to complex enterprise platforms across industries such as Healthcare, FinTech, Logistics, Marketplaces, and Social Platforms. ✅ Healthcare expert ✅ Custom EMR/EHR development ✅ Interoperability - FHIR/HL7 ✅ PACS/DICOM ✅ LIMS ✅ Health Insurance & Claim Management ✅ HIPAA/GDPR ✅ Ready to start immediately! ✅ High Quality and strong Skills. Domain Expertise: Healthcare- HIPAA, HIX, EMR-EHR, PMS, FHIR, HEDIS, CCDA, EDI, ICD-10/11, CPT, SNOMED, Meaningful use (MU) 1,2,3, Compliance, HL7, Telehealth, Telemedicine, Homecare, m-Health, Medication/Care Management, Wearable integration, Medical Billing, Clinical Analytics, Insurance, Preventive, Wellness, Health risk assessment Experienced in integration of multiple EHR’s to the healthcare applications like GE Centricity, Allscripts, EPIC, iKnowMed, Cerner, Athena marketplace, eClinicalWorks, NextGen, Greenway etc. I have proficiency in the full life cycle of solution development (end to end) business requirements, functional and technical specifications, data modelling transactional and dimensional data, ETL, data analysis solutions, dashboards, scorecards, and reports. Using tools like Info Sphere Data Architect, Cognos Business Intelligence, IBM Cognos Report Studio, IBM Cognos Framework Manager. With a special focus on the US Healthcare Industry, I do provide wide range of services in the industry that can be summarized as follows: -- RCM -- Electronic Medical Record (EMR) Development -- Electronic Health Record (EHR) System Development -- Billing System, DICOM Viewer -- Healthcare Interoperability, -- HIPAA Consultancy, -- Meaningful use (MU) Certification, -- HL7 Messaging, -- CCDA, FHIR, HEDIS -- Telemedicine Our offerings ---------------- -HIT Software Development Service -LIMS for comprehensive lab workflow management -HIPAA Consultancy and HEDIS measures implementation. -Healthcare Interoperability Modules & HL7 Messaging (ADT, ORU, ORM, etc.) -EMR/EHR Systems -Certifications and Compliance (MU Certification) -Seamless Integration with Radiology, Laboratory, and Pharmacy Systems -Billing Management and EDI Processing Systems (EDI 837, 835, 270, 271, 276, 277, 999 etc.) -Medical Coding Database Management (ICD9, ICD10, SNOMED, RxNorms, NDC, LOINC, CPT, HCPCS, E/M, PQRS) -DICOM Viewer & PACS Solutions -Provider Networking & Credentialing -Tele-Health, Tele-Medicine, Remote monitoring -Mobile applications and device Integration In sync with the latest standards and technologies in the Industry, you can expect the excellence in all the aspect of IT Services & Solutions, be it Security (from HIPAA point of View), Turn Around Time (for innovative products), Cost-Effective, Industry-oriented, and User-Friendly.