Hire the Best Prologic Technology Systems TEAMS Specialists

I am a results-driven Cloud & Technical Support Specialist, M365 & Endpoint Admin, and WordPress Designer with extensive knowledge of creating WordPress sites. I possess hands-on experience administering Microsoft 365 tenants (providing Tier 1 and Tier 2 support for M365 services including Outlook, Teams, SharePoint, and OneDrive, resolving over 90%+ of tickets within SLA) and managing enterprise endpoint ecosystems with Microsoft Intune (configuring and maintaining policies for Windows, macOS, iOS, Linux, and Android devices, ensuring compliance across managed endpoints, Autopilot, and Group Policies). While working in WordPress, I became well-rounded with builders such as Elementor, Divi, WPBakery, and Gutenberg Blocks. I can also provide optimization and do maintenance work on existing sites as well as plugin troubleshooting. I have also managed and provided support for Azure AD (Entra ID), including user provisioning, group policies, Conditional Access rules, Azure AD Connect synchronization between on-premises Active Directory and Azure AD, etc. As a fully bilingual English-Spanish Bachelor of Science in Software Engineering, I have a high understanding of software troubleshooting techniques for PCs and laptops, networking and IT troubleshooting, and Windows system administration and configuration. I also have experience as an administrative assistant and can help you with your administrative tasks while bringing a technical mindset to them.

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'm a Technical Support and Customer Success professional with 5+ years of experience helping businesses and customers resolve technical issues, navigate complex systems, and get the most value from their technology. My experience spans enterprise IT, SaaS, FinTech, shipping, and customer-facing environments, including experience with global organizations such as Microsoft and MSC. My core areas of expertise include: ✔ Technical Support & Troubleshooting ✔ Customer Support & Customer Success ✔ SaaS & Application Support ✔ Microsoft 365 & Google Workspace Support ✔ Shopify & E-commerce Technical Support ✔ Account, Access, MFA & Authentication Issues ✔ Domain, DNS & Email Troubleshooting ✔ IT Operations & Systems Administration ✔ Ticket, Case & Escalation Management ✔ Customer Onboarding & Issue Resolution ✔ Technical Documentation & Process Improvement I enjoy solving problems, investigating issues, and helping customers get from “something isn't working” to “it's resolved.” I am comfortable working directly with customers, handling technical escalations, communicating with internal technical teams, and taking ownership of an issue through to resolution. My experience also includes Power BI, SQL, data analysis, reporting, and process optimization. This allows me to bring an analytical approach to support—identifying recurring issues, improving processes, analyzing support data, and helping businesses make better operational decisions. I have worked across a wide range of business and technology platforms and can quickly adapt to new tools, workflows, and environments. Whether you need a Technical Support Specialist, Customer Support Agent, Customer Success Specialist, SaaS Support professional, or IT Support resource, I bring a combination of technical knowledge, customer-focused communication, problem-solving, and operational experience. My goal is simple: solve problems, support your customers, and make your operations run more smoothly.

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.

Are you looking for a bilingual dedicated and knowledgeable computer system engineer who can provide exceptional technical assistance to your MSP team, via email, chat, or phone? My skills and experience make me an ideal candidate for the position at your company Throughout my 15 years of experience in technical support roles, I have developed a comprehensive skill set in troubleshooting and resolving hardware and software issues. Providing exceptional customer service is a top priority for me. I am skilled in effectively communicating with end-users, both remotely and on-site, and delivering clear instructions to troubleshoot and resolve technical issues. My problem-solving solid abilities, coupled with my patience and empathy, contribute to a positive support experience and user satisfaction. Skills ◆ Microsoft 365 Admin Center * Managed users and groups across Microsoft 365 services * Administered Exchange Online, SharePoint, and OneDrive environments ◆ Exchange Admin Center * Managed mailboxes, distribution groups, and contacts * Supported email configuration and troubleshooting ◆ Microsoft Entra Admin Center * Managed user lifecycle (onboarding/offboarding), including account creation and access removal * Administered group-based access control using security and Microsoft 365 groups ◆ Microsoft Intune * Managed device enrollment and compliance policies * Deployed and maintained software applications across endpoints ◆ Active Directory * Created and managed user accounts and group memberships * Performed password resets, account unlocks, and basic GPO management

Most Jira and SharePoint environments don’t fail because of the tools — they fail because workflows, permissions, and governance were never designed end-to-end. I help organizations fix messy Jira and Confluence setups and, when needed, align them with Microsoft 365 (SharePoint, Entra, Exchange) so teams can actually execute instead of fighting their systems. With 10+ years of experience, I design, migrate, and optimize Jira, Confluence, and SharePoint environments for teams that need reliability, clarity, and scalability — not duct-taped workarounds. Atlassian (Jira, JSM, Confluence) • Jira project, workflow, automation, and permission architecture • Jira Service Management setup (SLAs, queues, request types) • Reporting & visibility (dashboards, SLAs, BigPicture, Tempo) • Cloud migrations, consolidation, and instance cleanup • Confluence spaces, templates, knowledge bases, and governance Microsoft 365 / SharePoint • SharePoint information architecture and site design • Permission models, document management, and metadata strategy • Integration with Teams, Power Automate, and Jira • Governance, compliance, and lifecycle management Solutions Architecture & Optimization • Workflow and process analysis • Jira ↔ SharePoint ↔ Teams integrations • Training, adoption, and best-practice enablement 🌟Why Work With Me • System-Level Thinking – I don’t just configure tools; I design how work flows across Jira, Confluence, and Microsoft 365. • Business-First Design – Every workflow, permission, and automation maps to real business processes. • Proven Delivery – Successful implementations for startups, mid-size companies, and enterprise teams with measurable improvements in delivery and adoption. If your Jira environment is hard to manage, your SharePoint setup is chaotic, or your tools don’t work together, let’s fix it properly. Message me to discuss your current state and the fastest path to a clean, scalable solution.