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Experienced Helpdesk Lead | IT Support Specialist | End-User Solutions Expert I’m a results-driven Helpdesk Lead with over 10 years of hands-on experience providing world-class, frictionless IT support across global environments. I specialize in creating joyful user experiences, training techs, identifying daily support trends, and delivering white-glove service to end users. I’ve supported enterprise environments and remote teams, and I’m quick to learn new systems and technologies. Whether you’re a growing startup or an established business, I bring the tools and knowledge to keep your IT support running smoothly. ⸻ What I Offer: • End-User Support (Remote & Onsite) • Helpdesk Team Leadership & Training • Ticket & Trend Management • Technical Troubleshooting & Escalation • IT Process Optimization ⸻ Technical Skills: User & System Management • Google Admin Console • Microsoft Active Directory, Azure AD, and M365 Operating Systems • Windows OS • macOS • Chrome OS • iOS & Android MDM & Endpoint Management • Jamf Pro • Microsoft Intune / Azure MDM Ticketing Systems • ServiceNow • Zendesk • JIRA • Unicenter Asset Management • Teqtivity • Oomnitza Networking & Security • VPN: Cisco AnyConnect, Pulse Secure AV & Collaboration Tools • Zoom • Google Meet • WebEx • Polycom • Adobe Creative Cloud MSP & Freelance Tools • ConnectWise Manage • ConnectWise Automate ⸻ Let’s connect if you need a flexible, proactive IT support expert who can jump in and deliver results with professionalism and a smile.

Hello, My name is Frank, and I bring 15 years of IT experience spanning Help Desk, System Administration, project management and Cloud Managed / Professional Services. I’ve supported everything from end users to enterprise cloud environments, giving me a full-stack understanding of IT operations from the ground up. I started in Help Desk and worked my way into System Administration, Technical Project Panagement and Cloud Engineering, which allows me to troubleshoot efficiently, communicate clearly with users, and resolve complex technical issues with a practical, business-focused approach. Core IT & System Administration Expertise: * Tier 1–3 Help Desk support and advanced troubleshooting * Ticket management, SLA adherence, and escalation handling * Incident response and root cause analysis * Active Directory, DNS, DHCP, and Group Policy administration * Identity & access management (Okta, OneLogin, Azure Entra) * Windows & Linux server administration, patching, and backups * VDI administration and support * Endpoint management (Intune, Jamf) and security hardening * Network support: switches, routers, firewalls, and VPNs I’ve supported small businesses, enterprise environments, and government clients—handling everything from daily support operations to large-scale migrations and infrastructure projects. Cloud & Infrastructure (AWS): * Virtual Desktop deployment and management * EC2 management, Auto Scaling, and AMIs * VPC design, networking, and security controls * Infrastructure as Code (Terraform, CloudFormation) * IAM and least-privilege security design * Monitoring with CloudWatch, DataDog, and CloudTrail * AWS Organizations, Control Tower, and governance * Cost optimization strategies (RI, Savings Plans, tagging) In addition, I’ve led and contributed to migration projects, POCs, TCO analyses, and migration readiness assessments—ensuring projects are delivered on time and aligned with business goals. As a Scrum Master, I combine hands-on technical expertise with strong communication and client-facing skills, helping teams stay organized, responsive, and focused on delivering results. I specialize in keeping systems stable, secure, and scalable—while making IT feel seamless for the people who rely on it. Feel free to reach out—I’m happy to help.

🥇 Outstanding Employee Performance Award Winner 🔴 Recently helped clients implement Workspace AI Tools, resulting in: ● Integrated Workspace AI tools to automate the "boring 40%" of coding (CRUD tasks and boilerplate UI), resulting in a 30% increase in sprint velocity and faster time-to-market for MVP clients. ● Deployed custom AI Agents to handle 24/7 client status updates and technical FAQs, reducing manual account management overhead by 45% and freeing up PMs for high-value strategy. ● Implemented an AI-driven lead handling system that provides instant technical scoping and automated follow-ups, increasing discovery call show-rates by 2x for high-ticket app development inquiries. ● Secured all AI-to-API integrations using modern IAM frameworks, ensuring that automated agents operate in a Zero-Trust environment without risking sensitive client source code. ● Seamless integration with other apps and APIs 💙 My Skills: ✅ Admin experience with platforms including Okta, Jira, Confluence, Office 365, Azure AD, AWS, Google Workspace, Slack, Zoom, Zendesk, NetSuite, GitHub, Workato, Zapier, and Ai Tools such as Fireflies.ai, ChatGPT Pro, Xano.ai, Coda.ai, Copilot, Clean, n8n, OpenAI, Grain.ai and Gemini. ✅ Information Security, Identity and Access Management, Process Automation, Change Management ✅ SSO, SAML, MFA, AD, LDAP, OIDC, SWA, and WS-Federation setups. ✅ App Integration (Okta, Entra ID, O365, Slack, SFDC, Coda, Jira, Opsgenie, NetSuite, Zendesk) ✅ RESTful Services ✅ AI Integration ✅ Flutter, Dart, React, React Native, JS, Node JS, Next JS ✅ API Development/Integration ✅ Agent Development, automation, and Integration ✅ Fully Automated Deployment, Version Control, and Hosting ✅ Android & iOS

Technical Support & System Troubleshooting: ✅IT Support Specialist experienced in cross‑platform troubleshooting, Windows configuration, performance diagnostics, and resolving hardware/software issues in fast‑paced environments. MSP, Virtualization & IT Operations: ✅Strong background supporting multi‑client MSP environments with expertise in VMware, Hyper‑V, IT Asset Management (ITAM), lifecycle tracking, and compliance documentation. SaaS, Enterprise Platforms & User Administration: ✅Skilled in managing SaaS ecosystems including Microsoft 365, Google Workspace, ticketing systems, and SAP user support—covering access management, collaboration tools, and cloud‑based application troubleshooting. Microsoft Identity & Device Management: ✅Skilled in Active Directory/Entra ID, Azure AD, Intune, Group Policy, user access control, MFA, Conditional Access, and tenant‑level administration. Microsoft 365 & Collaboration Tools: ✅Experienced with M365 apps including Exchange Online, Teams, OneDrive, Outlook, and SharePoint Online—covering site management, permissions, migrations, and user support. Windows & Automation Expertise: ✅Strong understanding of Windows Server roles (DNS, DHCP, domain services) with hands‑on experience in system troubleshooting and automation using PowerShell. Customer Services ✅Strong communication, documentation, and customer‑support skills, with a track record of improving workflows and creating knowledge‑base resources.

Is your hair on fire? I specialize in relationships with my customers. I understand the issue quickly and work to resolve your computer problem in short order. Contact me for your remote computer servicing, systems administration, conferencing setups, security audits, virus prevention, podcast setup, audio upgrades and more. Experienced Computer Support Specialist that has been in the business for numerous years. Comptia A+, Server+, Network+, Security+, Cisco CCNA, CCNA/Voice, CCNA/Wireless, Microsoft MCP, MCDST, MCTS, MCITP, and MCSA Certified in Microsoft Windows 7, 8, 10, Server 2008, Server 2012, and Server 2016. I have built custom desktops and I have serviced various desktops, laptops, and smartphones that have been released. Well-versed in the technological sector. Very knowledgeable and always give clear verbal answers to all questions. Reliable service and support. Customer satisfaction always key.

Hi! My name is Edward Goldbeck. I am a ServiceNow Certified Technical Architect (CTA), prospective Master Architect, Certified ServiceNow Developer (CAD), Certified ServiceNow Implementation Specialist (CIS), ServiceNow Certified "NextGen" Instructor, Certified System Administrator (CSA), Certified Managed Services / Domain Separation Implementer and I have 30+ ServiceNow certifications and accreditations in total. I have worked on the ServiceNow platform as an administrator, architect, developer, product owner, and evangelist since 2013. I currently juggle multiple roles, including ServiceNow Architect for a multi-national, publicly-traded company with over 3 billion in revenue, 20,000+ users worldwide across all major continents in 15 different ServiceNow instances. I also white label at multiple ServiceNow partner and customer firms as a ServiceNow Practice Director, Lead Developer, and Engagement Manager. I have integrated ServiceNow to ServiceNow using Service Bridge as an accredited implementor, designed, developed, documented and certified ServiceNow Store apps and implemented ITSM, CSM, ITAM, HAM, SAM and custom scoped apps from greenfield as well as brownfield as a solo operator and as part of large, multi-national project teams. In my prior corporate life, I ran IT Operations at a public company (over 1 billion revenue, 13 billion in assets, 1400+ users), with 25 staff nationally reporting to me across identity management, service desk, on-site support, application support, asset management, and IT engineering with a combined capex/opex budget of 3.5+ million annually. This role involved reporting up and down, to the VP of IT, Chief Financial Officer, Chief Technical Officer, and Chief Executive Officer using front end dashboards, visualizations within Performance Analytics, PowerBI and Tableau, and performance analytics. I have developed, sourced, and implemented critical IT systems such as Atlassian JIRA, Microsoft Office 365, ServiceNow, ZenDesk, Solarwinds, Meraki MDM, LogMeIn Rescue, Dynamics CRM, Microsoft Flow, as well as designed and implemented network infrastructure for small offices (5-20 personnel) as well as major multi-level greenfield headquarters (3 floors, 500+ employees) from the network cabling, power cabling, wireless access, video conferencing and physical and logical security. In terms of ServiceNow specifics, I have developed integrations to and from ServiceNow using Workato, Talend, Orchestration, Scripted REST APIs, IntegrationHub, Glide AJAX, and parsing methods. I have imported and coalesced CI and Asset data into the CMDB from tools like Meraki MDM, Solarwinds, Verizon, LogMeIn Rescue, Workspace One, Lenovo and CDW. I have built order guides and workflows between Oracle HCM and other ATS / HRMS tools to ServiceNow for onboarding and offboarding using Orchestration. I have built workflows for business units such as AP, AR, Internal Audit, Resident Operations, Sales, Marketing, and all major IT functions (PMO, Service Desk, Engineering, Compliance, Security, Etc.) I am available early morning, afternoons, and weekends to work through your needs. I can make myself available for architecture, peer review, testing, administration, development, documentation, or any other deliverables that fit within my wheelhouse. I would be happy to put my skills to use, supporting your needs within the ServiceNow ecosystem on a part-time basis. I am looking forward to speaking with you about the opportunity. Have an outstanding day! Respectfully, Edward E. Goldbeck Principal Consultant | Goldbeck Technology LLC