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IT Support Specialist | Senior Technical Support Agent | IT Analyst Unoptimized IT infrastructure leads to security gaps, systemic downtime, and lost productivity. With nearly 21 years of solid, multi-faceted industry experience and over 8,700 hours of proven remote contract success on Upwork, I help businesses support, secure, and seamlessly maintain high-performing IT environments. I specialize in advancing operational efficiency for Managed Service Providers (MSPs) and scaling technical support infrastructure. Rather than simply reacting to tickets, I focus on system visibility, root-cause analysis, and preventative infrastructure administration. Core Technical Capabilities: * Systems Infrastructure: Advanced Windows Server configuration, cross-platform OS deployment, enterprise system imaging, and Virtual Machine (VM) provisioning. * Active Directory & Identity Management: Designing, scaling, and managing Active Directory environments, access controls, and user policies. * Operations & Incident Management: Setting up streamlined onboarding workflows , monitoring critical remote assets, and executing incident response. * Infrastructure & Network Administration: Local and remote network deployment , application maintenance, and hardware/software optimization. Proven Scale of Impact: * $70K+ Earned & 8,700+ Billed Hours on Upwork: A testament to long-term reliability, premium technical capability, and consistent 5-star client satisfaction. Whether you need a comprehensive IT system audit, structured workflow automation, or a dependable analyst to run your remote operations, I deliver high-tier corporate results. Let’s connect to discuss how we can stabilize and secure your infrastructure.

Seasoned IT Professional with more than 13 years of experience in various IT fields. Proven expertise in operations and technical leadership. Most recently responsible for leading and enabling a group of talented individuals in providing premium technical support to external customers with their Google Workspace concerns. Have been involved in driving improvements to core processes and developing new capabilities to enable more effective sourcing service delivery, increase value to clients, and support the growth of the business. Certifications: Professional Chrome Enterprise Administrator Professional ChromeOS Administrator Professional Google Workspace Administrator Professional Cloud Security Engineer

✅ Microsoft 365 Certified Professional with over 5 years of experience in helping business and clients build their Microsoft 365 organization, optimize Microsoft 365 technologies, and maximize its usage for collaboration, enhancing security and compliance policies, and automation. Are you looking for a Microsoft Expert that can provide an efficient and effective solution to any Microsoft365 related issues? Do you need help migrating to Microsoft365 with minimum downtime? Do you want to build your brand with Microsoft 365 and maximize your services for your business needs? Then you have come to the right place, I am here to help! 🚀 Core Expertise ⚡Setup: Bulk or single setup for user creation, groups, license assignment, M365 Office installation via M365 Portal, Network, or ODT, customization of M365 Apps installation and licensing options. ⚡ DNS or Domain Management Skilled in setting up and managing DNS hosted either on-premises and on cloud. ⚡ SharePoint and OneDrive Management: Site Creation, building SharePoint document lists and libraries, SharePoint pages, intranet Sites, configuring unique or restricted permissions, external sharing. File Synchronization for Windows and Mac, Resolve sync errors on any device. ⚡MS Outlook and Exchange Online Management: Data migration, PST File Import and Export, Outlook email encryption with S/MIME, resolve sync and send/receive errors. ⚡ Security and Compliance: Enforced security features, enabling advance threat protection system (ATP), enhanced security for mail delivery using DKIM and DMARC, SPF. Configure retention policies, compliance policies, audit logs, safeguarding business asset. 🌟 Additional Skills and Experience: ⚡Microsoft Teams Administration: Teams Channel creation, Manage guest user access, Teams custom policies, Setup Teams Phone Systems and Call Queues ⚡PowerApps and PowerAutomate: Creating Model-driven and canvass apps, building workflows with PowerAutomate optimizing reports, alerts, updates, and IT related tasks. ⚡ PowerShell Scripting: Automation of user and license provisioning. Bulk operation for Teams, Exchange Online, and SharePoint management. ⚡New Microsoft 365 Technologies: Copilot AI, Viva Insights and Viva Learning, and Clipchamp 🏅 Certifications ✅MCSE: Productivity Solutions Expert ✅MCSA: Office 365 📋 Notable Achievements 1. Solely handled a successful small business migration from GoDaddy mail service to Microsoft 365 with zero downtime. 2. Mentorship Influence: Guided newly onboard agents to boost productivity and achieve targeted goals. 3. Successful Automation: Created Leave Request App which made approval process seamless and enhanced monitoring capabilities of Human resource and operations. ⭐⭐⭐⭐⭐Testimonials: "Jessa was wonderful to deal with, she was incredibly knowledgeable and friendly. The best support I've had from Microsoft so far." "This was one of the best support engineers I have ever experienced. Friendly, patient, knowledgeable and Filipino. You cannot do better than that!" "Jessa was very polite and professional. She was patient to understand the issue and was quick to resolve the issue. She followed up to ensure that the customer was satisfied with the resolution. Very excellent support received." “Jessa’s ability to lead and guide her team has significantly contributed to our project’s success. Her strategic thinking and decision-making skills have been instrumental in achieving our goals. She actively collaborates with colleagues, fostering a positive work environment. Her teamwork and communication skills have strengthened our team dynamics. When faced with challenges, Jessa approaches them with creativity and resourcefulness. Her solutions-oriented mindset has been pivotal in overcoming obstacles.” “I am honored and happy to have the opportunity working with Jessa. She is an excellent person and professional. She is very talented, and I thank her for everything.” ✨ Why Choose Me? 1. Strategic Problem Solver: I understand that different business has different needs and I am 100% committed in deeply understanding any challenges and business requirements with you to develop technical solutions that is valuable for your business. 2. Extensive Expertise: I have developed advanced skills in Microsoft 365 administration, and I use this experience to deliver best solutions which not only works today but is sustainable for a long time. I prioritize keeping open and frequent communication with my clients to ensure everyone is always aligned. I look forward to hearing from you and can't wait to collaborate!

With over 7 years of experience in accounting, administration, and 2 years for UK property support, I help landlords, HMO operators, and property managers keep their operations organized, compliant, and running smoothly. I am detail-oriented, proactive, and experienced in handling tenant communications, property administration, maintenance coordination, and accounting support. ✨ What I Can Help With 🔹 Tenant enquiry handling and applicant pre-qualification 🔹 Scheduling property viewings with tenants or local assistants 🔹 Managing and updating property listings on portals 🔹 Preparing tenancy agreements and onboarding documents 🔹 Collecting IDs, references, and tenancy requirements 🔹 Deposit protection setup and prescribed information handling 🔹 Coordinating move-ins and tenant communications 🔹 Maintenance request management and contractor coordination 🔹 Obtaining quotes and scheduling repair works 🔹 Organizing contractor access and key coordination 🔹 Compliance tracking for Gas Safety, EICR, PAT testing, Fire Alarm servicing, and HMO licenses 🔹 Insurance renewal coordination and quote comparisons 🔹 Digital file management and spreadsheet tracking 🔹 Rent payment monitoring and administrative support 🔹 Expense tracking and categorization for annual accounts 🔹 General virtual assistant and property administration tasks 💻 Tools & Systems ✅ Google Drive ✅ Microsoft Office ✅ Xero ✅ Asana ✅ Trello ✅ Coho ✅ Doorwise ✅ QuickBooks 🌟 Why Work With Me? ✔️ Strong organisational and time management skills ✔️ Excellent written and verbal communication ✔️ Able to manage multiple properties and deadlines efficiently ✔️ Calm and professional problem solver ✔️ High attention to detail and accuracy ✔️ Trustworthy with confidential information ✔️ Friendly, reliable, and tenant-focused approach ✔️ Able to work independently with minimal supervision 🤝 Let’s Work Together I am committed to providing reliable support and helping property businesses operate efficiently while maintaining excellent tenant relationships. If you are looking for a dependable Property Management & HMO Virtual Assistant, I’d be happy to support your business.

I’ve helped MSPs cut ticket backlog by 40% without adding headcount. With over 14 years of experience in high-volume BPO leadership and customer operations, I specialize in bringing order to chaotic environments where misrouted issues or delayed updates can impact client trust. How I add value to your team: • Triage and Dispatch: Your technicians stop touching tickets they shouldn’t. I handle dispatch so they stay billable. • Workflow Optimization: I identify friction points in your response flow, reducing "dead air" and ensuring uninterrupted service delivery. • Stakeholder Coordination: I act as the central hub for communication between clients, technical staff, and vendors, keeping everyone aligned without constant oversight. • Technician Productivity: By managing the schedules and the queue, I allow your technical team to focus on solving problems rather than administrative hurdles. Core Competencies: • SLA Management & Ticket Lifecycle Oversight • Strategic Technician Scheduling & Dispatch • Technical Communication & Vendor Management • Process Improvement (Six Sigma Methodology) • High-Volume Queue Management (ITSM/MSP) If you are looking for a self-driven coordinator who can hit the ground running and improve your team’s operational flow, let’s discuss how I can support your business goals.

I approach every task with a deep sense of passion, a quality that resonates in my performance. Over the course of 8 years, I have honed my skills in customer service and technical support, both verbal and written, establishing a solid foundation in these domains. Each assignment is not merely a task but an opportunity for personal and professional growth, serving as a stepping stone towards my overarching goals while contributing to the success of those around me. My adeptness at multitasking is complemented by a profound respect for deadlines, underscoring my commitment to punctuality and efficient task completion. With a proven track record of 8 years as a help desk technician and in various customer support roles, I possess a high level of tech-savviness. My expertise spans MS Office 365, Azure, Active Directory, VMs, O365 Administration, server management (file server, SQL, backup, Remote desktop, and domain controller), VPN, RDP, RDS, Citrix ShareFile, Dropbox, Cisco VPN, Barracuda, workstation setup, profile and account management, license administration, and more. My comprehensive understanding of computer systems, mobile devices, and various tech products empowers me to diagnose and resolve a spectrum of technical issues, from basic to complex. A customer-oriented and composed individual, I am adept at effective communication. My proficiency extends to the use of Solarwinds RMM, Bomgar, and TeamViewer. Additionally, I am well-acquainted with Datto RMM, PassPortal, and Autotask, having utilized these tools extensively in my previous role at an MSP company. I am well-prepared to assume new responsibilities promptly and am eager to discuss how I can meet your specific needs. Thank you for visiting my profile. I look forward to the opportunity to speak with you further.