Hire the Best Omnex Systems BOSS Specialists

Customer support platforms get messy fast. Bad ticket routing, no automation, agents answering the same questions 50 times a day. I fix that. Zendesk, Intercom, and Gorgias specialist. 16 years in support operations and 500+ helpdesk implementations shipped. Founder of Smart Instinct (Zendesk Advanced Tier Partner, Gorgias Solutions Partner, Intercom Solution Partner) and the senior consultant on every engagement. Recent clients: SF Marathon (56% chat deflection on Zendesk), StraighterLine (online education, 150,000+ learners), Blockchain (crypto platform), ThighPro, and Genesis Digital (Intercom + custom Discord). I first ran support teams for ecommerce and SaaS companies, then moved into platform implementation full-time. That background matters because I have sat in the chair your agents sit in. I build systems for how your team actually works, not how a vendor's demo makes it look. What I do Zendesk, Intercom, and Gorgias implementation and migration. Full implementations and configurations for Zendesk, Intercom, Gorgias, Freshdesk, Freshservice, Help Scout, Helpshift, Tidio, RingCentral, and Aircall. Data migrations between platforms, multi-channel integration across email, chat, SMS, and social, and clean handoffs with documentation your team can actually use. Workflow automation and ticket routing. Custom automation rules, smart ticket routing, SLA management, escalation workflows, macro and template libraries, and business rules built around your real support volume patterns, not generic templates. AI implementation and chatbot development. Set up and training for Zendesk AI, Intercom Fin, Gorgias AI Agent, and Pylon AI. Intent mapping, conversation design, brand voice tuning, and AI-enhanced routing that handles the repetitive stuff so your agents focus on the work that actually needs a human. Help center and self-service. Knowledge base builds, FAQ optimization, customer portal customization, and deflection rate improvement. A well-built help center is the cheapest ticket you've ever had to answer. Team training and ongoing support. Agent onboarding, platform training, process documentation, and retainer-based optimization for teams that want a long-term partner instead of a one-time contractor. Results clients see - 30-50% reduction in ticket volume through automation and self-service - Faster first response times from routing that actually routes correctly - Higher CSAT from workflows that stop making customers repeat themselves - Less agent burnout because the system handles what the system should handle - Reporting visibility that finally tells leadership something useful How I work One-time projects like migrations, new platform setups, and optimization audits. Ongoing retainers. Emergency troubleshooting when something breaks, and you need it fixed today. To get started If your support platform feels like it is working against you instead of for you, send me a message with what you are dealing with. I will tell you honestly whether I can help and what it would take.

List of the software/services I am familiar with: ✅ Industries I have worked with: • MSP • E-Commerce (Data Analytics) for Software • Customer Service • Medical Billing Services ✅ MSP Tools I have used (recent to previous): • HaloPSA (CRM) • ScreenConnect, NinjaRMM (RMM) • Cytracom (VoIP) • Windows365 (VDI) • KaseyaBMS (CRM) • Kaseya VSA (RMM) • Ring Central (SoftPhone) • AWS (VDI) • ConnectWise (CRM) • ConnectWise Automate (RMM) The applications above are the most recent ones that I have used. Here are the scopes I have covered: ✅ Windows OS troubleshooting and Patch installation updates. ✅ Active Threat, Virus & Ransomware Idea removal. ✅ NAS Synology administration, Installation and Troubleshooting, Folders/Files Management ✅ Printer setup, MFP management troubleshooting ✅ Remote Desktop troubleshooting, Remote Desktop (cloud troubleshooting) ✅ Active Directory Administrator ✅ Backup troubleshooting – Acronis, Windows Backups, Veaam Backups, Replibit Team Leader | Campaign/Account/Client Management: ▚ Metrics Monitoring Management ▚ KPI Management, QBR (Quarterly Business Review) ▚ NPS (Net Promoter Score) builder ▚ Survey Monkey Management If you think I am a good fit for your campaign or company, I'm looking forward to be working with you.

I build scalable WordPress LMS and WooCommerce systems structured for long-term business growth. If you need clean backend logic, membership workflows, or advanced LearnDash setup — I can help. 𝗪𝗶𝘁𝗵 𝟱+ 𝘆𝗲𝗮𝗿𝘀 𝗼𝗳 𝗽𝗿𝗼𝗳𝗲𝘀𝘀𝗶𝗼𝗻𝗮𝗹 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 — 𝗶𝗻𝗰𝗹𝘂𝗱𝗶𝗻𝗴 𝟰 𝘆𝗲𝗮𝗿𝘀 𝗮𝘁 𝗮 𝗱𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁 𝗮𝗴𝗲𝗻𝗰𝘆 — I’ve worked on LMS platforms, WooCommerce stores, and backend-driven WordPress systems where clean architecture and business logic were critical. My strength lies in backend architecture, business logic, and scalable implementation — not just building pages. I help businesses create reliable WordPress systems that are clean, organized, and built for long-term growth. 𝗖𝗼𝗿𝗲 𝗔𝗿𝗲𝗮𝘀 𝗼𝗳 𝗘𝘅𝗽𝗲𝗿𝘁𝗶𝘀𝗲: • LMS & Membership Platforms • LearnDash setup and advanced configuration • Course structuring, quizzes, certificates, progress systems • WooCommerce & membership integrations • Custom learner dashboards • Automation using Zapier and ActiveCampaign 𝗪𝗼𝗼𝗖𝗼𝗺𝗺𝗲𝗿𝗰𝗲 (𝗥𝗲𝘁𝗮𝗶𝗹 & 𝗪𝗵𝗼𝗹𝗲𝘀𝗮𝗹𝗲 𝗦𝘆𝘀𝘁𝗲𝗺𝘀): • WooCommerce store setup, scaling & maintenance. • Product variations & attribute management • Dynamic pricing, coupons, and checkout logic customization • Role-based pricing & bulk discount logic • Checkout customization and payment integrations • Wholesale and B2B pricing systems • WooFunnels & Funnelkit automation for abandoned cart, upsells, and workflows 𝗪𝗼𝗿𝗱𝗣𝗿𝗲𝘀𝘀 𝗕𝗮𝗰𝗸𝗲𝗻𝗱 & 𝗖𝘂𝘀𝘁𝗼𝗺 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁: • ACF, CPT, structured content systems • Admin workflow optimization • REST API integrations • 𝗙𝗿𝗼𝗻𝘁𝗲𝗻𝗱 𝗜𝗺𝗽𝗹𝗲𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻 𝗨𝘀𝗶𝗻𝗴 (𝗘𝗹𝗲𝗺𝗲𝗻𝘁𝗼𝗿 𝗣𝗿𝗼, 𝗗𝗶𝘃𝗶, 𝗪𝗣𝗕𝗮𝗸𝗲𝗿𝘆) I use page builders where needed — but always with proper backend structure and performance in mind. 𝗣𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲 & 𝗢𝗽𝘁𝗶𝗺𝗶𝘇𝗮𝘁𝗶𝗼𝗻: • Speed optimization & Core Web Vitals improvement • Database cleanup & backend performance tuning • Security hardening & structured maintenance 𝗛𝗼𝘄 𝗜 𝗪𝗼𝗿𝗸: I approach projects with a systems mindset. That means: • Clear backend logic • Structured implementation • Scalable pricing and membership setups • Automation to reduce manual effort • Long-term maintainability Because of my agency background, I understand real-world business requirements and client workflows. I focus on building solutions that are stable, maintainable, and efficient — not just visually polished. 𝗠𝘆 𝗔𝗽𝗽𝗿𝗼𝗮𝗰𝗵: Every project I take on is built with a focus on performance, scalability, and maintainability. Rather than simply completing tasks, I aim to create WordPress solutions that are easy to manage, support future growth, and deliver lasting value. I believe in proactive communication, organized development, and delivering high-quality work that clients can rely on. Whether you need a LearnDash LMS, a WooCommerce store, or a custom WordPress solution, I'm committed to helping you achieve your business goals.

IPTV Developer and Live Streaming Expert with hands-on experience delivering customized IPTV solutions for Android, Fire TV, and Smart TV platforms (Samsung Tizen & LG WebOS). Services include: Custom IPTV APK rebranding (logo, app name, server URL) Smart TV app development (Tizen, WebOS, Android TV) IPTV server setup: XUI.one, Rader, Xtream UI, Flex VOD, Catchup, EPG, and parental control integration WHMCS billing and user automation setup Live streaming website development with dashboard & payments Tools: Java, PHP, FFmpeg, Linux (Ubuntu), APIs, WHMCS Ready to help IPTV resellers, providers, and streaming businesses launch or upgrade their systems with clean branding, stable streaming, and long-term support.

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 help founders and growing teams bring structure, accountability, and execution across business operations, technical support, CRM, customer success, onboarding, reporting, and internal workflows. Growing companies usually don’t struggle because people are not working hard. They struggle because ownership is unclear, systems are fragmented, follow-ups slip, customer issues repeat, and leadership lacks visibility into what is moving, blocked, or at risk. That is where I bring value. With 8+ years of experience working with U.S.-based clients and around 5 years in Director and Lead-level roles, I operate at the intersection of leadership and hands-on execution. I can support founders, manage teams, improve systems, troubleshoot operational and technical issues, coordinate stakeholders, and stay close enough to the work to make sure execution happens. --- What I Can Help With Business Operations & Execution I help turn priorities into clear action, ownership, deadlines, and outcomes. This includes daily operations, internal coordination, task management, vendor/client follow-ups, reporting, documentation, and making sure important work does not fall through the cracks. Technical Support & SaaS Operations I bring hands-on experience in SaaS technical support, troubleshooting, support operations, escalations, and customer-facing issue resolution. I can support Tier 1–3 troubleshooting, CRM/workflow issues, APIs, webhooks, integrations, automations, reporting issues, data matching problems, ticket management, root-cause analysis, and documentation. My focus is not just resolving issues. I look for patterns, document fixes, and improve the process so the same problems do not keep repeating. CRM, Pipeline & Systems Management I help businesses improve visibility, follow-through, reporting accuracy, and operational control across CRM, helpdesk, project management, and support systems. I can help with CRM cleanup, pipeline management, lead tracking, customer/account management, ticketing workflows, reporting accuracy, CRM hygiene, workflow automation, and process improvement. Project, Task & Team Coordination I help teams stay organized across task management systems, communication tools, shared workspaces, spreadsheets, and internal documentation. I do not simply update task boards. I use them to create accountability, surface blockers, track next steps, and keep execution moving. Customer Success, Onboarding & Support Operations I can help with onboarding flows, client communication, support processes, escalation handling, issue tracking, documentation, customer follow-ups, and internal coordination, while also improving the systems behind the work. SOPs, Documentation & Process Improvement I build practical systems that help teams move faster and operate more consistently, including SOPs, playbooks, checklists, troubleshooting guides, escalation workflows, QA processes, training documentation, internal knowledge bases, and reporting structures. Automation & AI Productivity I use automation and AI tools to reduce repetitive work, improve documentation, summarize calls, organize tasks, clean up reporting, and speed up execution. --- Relevant Experience In a SaaS operations role, I worked across customer success, onboarding, technical support, reporting, automations, escalations, and internal coordination. I helped manage customer-facing workflows, troubleshoot technical issues, improve SOPs, support remote teams, resolve bottlenecks, and coordinate with internal departments to keep work moving. In a performance marketing operations role, I supported operations across clients, vendors, media buyers, CRM follow-ups, reporting, campaign execution, and internal coordination. This strengthened my ability to manage competing priorities, protect delivery timelines, and give leadership visibility into what was on track, blocked, or at risk. --- What You Can Expect I take ownership from day one. I am not the type of person who waits for perfect instructions or stops when something gets unclear. I work to understand the business goal, define what “done” looks like, ask the right questions, work through blockers, communicate clearly, and drive execution to completion. You can expect senior-level ownership, clear communication, strong follow-through, organized execution, technical troubleshooting ability, CRM and systems management, process improvement, discretion with sensitive information, and comfort working directly with founders and leadership. Clients work with me because I can think like an operator and execute like an owner. If you need someone who can bring structure to your operations, improve CRM and workflows, support customers, handle technical support, coordinate teams, and help leadership stay focused on growth, I would be glad to help.