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IT Support Specialist | ITIL v4 certified | Bridging Technology & Users | Focused on Streamlining IT Operations. • Skills: Results-oriented IT Analyst with 8 years of experience in BPO and IT industries, providing expert monitoring, troubleshooting, and service management using CRM and ITSM tools. Currently responsible for critical systems and server monitoring, proactively identifying and escalating crucial events to resolution teams. • Career highlights: - Delivered consistent team SLA score of 100% in Monitoring support from 2023 Q1 to present. - Resolved massive volume of incidents/support request tickets in 2022 Q2-Q3. - 2022 Q2 top team in ProV International client. - Perseverance award in DFI Retail Group. - Extended seasonal contract in Balsam Brands for performance. - Promoted from partners support tier I to partners support II in a ride-sharing app at Telus International. - Scored 98% on Intern assessment at Securities and Exchange Commission.

I help businesses build, optimize, and manage enterprise-grade contact center solutions using RingCentral and NICE CXone. With 8,000+ hours worked and $100K+ earned on Upwork, I specialize in designing reliable IVR systems, intelligent call flows, routing logic, and customer support automation for both small businesses and large enterprises. What I Can Help You With: ✔ RingCentral UCaaS & CCaaS setup and administration ✔ NICE CXone / InContact development and support ✔ IVR and call flow design ✔ Studio scripting and automation ✔ Omnichannel customer support solutions ✔ API integrations and workflow automation ✔ Technical troubleshooting and platform support ✔ Contact center optimization and reporting ✔ Post-implementation support, maintenance, and system optimization Why Clients Work With Me: ✔ Certified and experienced contact center engineer ✔ Strong communication and project ownership ✔ Fast problem-solving and reliable delivery ✔ Able to manage projects from planning to deployment ✔ Ongoing support available after implementation I focus on building scalable, user-friendly customer experience solutions that improve efficiency and customer satisfaction. Let’s discuss how I can help your business.

I've onboarded 700K+ devices, reduced incidents by 40%, and managed global SOCs across 118 countries. I understand the challenge of having strong Microsoft tools but limited resources to monitor threats or ensure compliance; that's where I come in 𝙃𝙚𝙧𝙚’𝙨 𝙝𝙤𝙬 𝙄 𝙘𝙖𝙣 𝙝𝙚𝙡𝙥 𝙮𝙤𝙪: 𝟭. 𝘿𝙚𝙥𝙡𝙤𝙮 𝙈𝙞𝙘𝙧𝙤𝙨𝙤𝙛𝙩 𝘿𝙚𝙛𝙚𝙣𝙙𝙚𝙧 𝙓𝘿𝙍 🛡 Seamless setup for endpoint, identity, and cloud protection with real-time threat detection. 𝟮. 𝘽𝙪𝙞𝙡𝙙 𝙖𝙣𝙙 𝙈𝙖𝙣𝙖𝙜𝙚 𝙎𝙊𝘾 𝙊𝙥𝙚𝙧𝙖𝙩𝙞𝙤𝙣𝙨 🌐 Establish 24/7 monitoring + incident response, cutting response times by up to 65%. 𝟯. 𝘼𝙨𝙨𝙚𝙨𝙨 𝙖𝙣𝙙 𝙃𝙖𝙧𝙙𝙚𝙣 𝘾𝙡𝙤𝙪𝙙 𝙎𝙚𝙘𝙪𝙧𝙞𝙩𝙮 🔒 Review Azure & M365 against CIS benchmarks and compliance standards (HIPAA, ISO 27001). 𝟰. 𝙋𝙚𝙧𝙛𝙤𝙧𝙢 𝙏𝙝𝙧𝙚𝙖𝙩 𝙃𝙪𝙣𝙩𝙞𝙣𝙜 🎯 Custom KQL queries + playbooks to proactively hunt and respond with clear documentation. 𝟱. 𝙊𝙥𝙩𝙞𝙢𝙞𝙯𝙚 𝙀𝙣𝙩𝙧𝙖 𝙄𝘿 & 𝙐𝙨𝙚𝙧 𝘼𝙘𝙘𝙚𝙨𝙨 🔑 Implement MFA, Conditional Access, and identity controls to block unauthorized risks. 𝟲. 𝙄𝙣𝙩𝙚𝙜𝙧𝙖𝙩𝙚 𝙏𝙝𝙞𝙧𝙙-𝙋𝙖𝙧𝙩𝙮 𝙏𝙤𝙤𝙡𝙨 🔗 Connect AWS GuardDuty, Mimecast, and more into your Microsoft ecosystem. 𝟳. 𝙀𝙣𝙨𝙪𝙧𝙚 𝘾𝙤𝙢𝙥𝙡𝙞𝙖𝙣𝙘𝙚 & 𝙍𝙚𝙥𝙤𝙧𝙩𝙞𝙣𝙜 📊 Audits + automated reporting to meet regulatory needs and scale with ease. 𝙏𝙤𝙤𝙡𝙨: Microsoft Azure, Microsoft Sentinel, Defender XDR, Entra ID, Crowdstrike, Zscaler, Mimecast, AWS GuardDuty, SentinelOne, Microsoft Endpoint Manager, Logic Apps. 𝙎𝙠𝙞𝙡𝙡𝙨: Security Management, Cloud Security, User Identity Management, Microsoft Active Directory, Multi-Factor Authentication, Network Engineering, Virtualization, Virtual Machine, Incident Response Plan, Threat Detection, Cybersecurity Management, Cybersecurity Monitoring, Compliance, Cloud Security Framework, Application Lifecycle Management, Cloud Services, Microsoft Azure Cloud Security Framework, Compliance Government Reporting Compliance, Azure App Service, Business Application Maintenance, Azure Blockchain Service. 𝙄𝙣𝙙𝙪𝙨𝙩𝙧𝙞𝙚𝙨: Professional Services, Financial Services, Technology, Healthcare, Manufacturing, Education, Government/Public Sector If you're running an SMB or mid-sized enterprise with Microsoft 365 or Azure but lacking dedicated SOC capabilities, I provide the expertise and structure to protect your operations effectively. 📞 Reach out. The best way to get started is with a quick call.

You don’t need basic IT support. You need someone who understands how business infrastructure actually works. I’m a Systems Analyst with over 10 years of experience operating inside a multi-client MSP environment, managing Microsoft 365 tenants, Exchange Online, Entra ID (Azure AD), and Windows infrastructures across multiple organizations simultaneously. I specialize in: • Microsoft 365 administration (multi-tenant environments) • Exchange Online mail flow troubleshooting (NDRs, SMTP relay, forwarding restrictions) • Conditional Access, MFA, and security hardening • Azure AD / Entra ID account lifecycle management • PowerShell automation • Windows 10/11 endpoint management via RMM • VPN & firewall troubleshooting (SonicWall) • Active Directory & hybrid environments I have supported 10+ client environments at the same time while maintaining SLA-driven performance and executive-level communication. If you’re running an MSP, managing multiple tenants, or struggling with complex Microsoft 365 issues, I can step in and stabilize your environment quickly. I don’t just close tickets, I solve root causes.

Senior Python Developer & Industrial Automation Engineer With over 15 years of hands-on experience in software development and industrial automation, I specialize in building robust, scalable solutions that drive efficiency and innovation. I thrive in Agile environments and take pride in mentoring teams to deliver high-quality products on time. • Expertise Python & IIoT Protocols (DeviceNet, Modbus, MQTT, etc.) • Automation & System Design • CI DevOps & Tooling • Agile Development & Quality Assurance • Mentoring & Documentation The best solution always comes through communication and feedback, so let's keep in touch.

Your production line stops. Your prototype fails FEA. Every hour of downtime costs you thousands. I'm a Mechatronics Engineer who designs the machine in SolidWorks AND programs the Siemens PLC that runs it. 𝟴+ 𝘆𝗲𝗮𝗿𝘀. 𝗢𝗻𝗲 𝘀𝗸𝗶𝗹𝗹𝘀𝗲𝘁. Mechanical designer, PLC programmer, electrical engineer — usually three people. I am all three. ➤ 𝗜𝗻𝗱𝘂𝘀𝘁𝗿𝗶𝗮𝗹 𝗔𝘂𝘁𝗼𝗺𝗮𝘁𝗶𝗼𝗻 (𝗣𝗟𝗖 / 𝗦𝗖𝗔𝗗𝗔 / 𝗛𝗠𝗜) ✔ PLC programming — Siemens TIA Portal (S7-1200/1500), Step 7, Siemens Fail-Safe PLC; Schneider EcoStruxure, SoMachine ✔ SCADA & HMI — WinCC Flexible/Unified, Vijeo Designer; recipes, alarms, PID tuning ✔ Functional safety — IEC 61511, IEC 61131-3, SIL/SIF, ESD, hardwired interlocks, Pilz/Omron ✔ Drives & motion — VFD, servo (SINAMICS, Altivar, Nidec Digitax HD M750), STO ✔ Protocols — PROFINET, PROFIBUS, Modbus TCP/RTU, EtherNet/IP, OPC UA, MQTT ✔ Electrical design — ProfiCAD, AutoCAD Electrical, EPLAN, SolidWorks Electrical; LAPP EPIC, Phoenix Contact, Weidmüller; BOM, cable schedule, FAT ✔ Commissioning, RCA, PLC migration, logic retrofit, schematic walk-down, fault tree ✔ Manufacturing improvement — SMED, OEE, WCM/PM-pillar ✔ IIoT, Industry 4.0, Digital Twin — sensors, data acquisition, predictive maintenance ➤ 𝗠𝗲𝗰𝗵𝗮𝗻𝗶𝗰𝗮𝗹 𝗗𝗲𝘀𝗶𝗴𝗻 & 𝗦𝗶𝗺𝘂𝗹𝗮𝘁𝗶𝗼𝗻 (𝗖𝗔𝗗 / 𝗙𝗘𝗔 / 𝗖𝗙𝗗) ✔ 3D CAD — SolidWorks (primary), Siemens NX, Autodesk Fusion 360, AutoCAD; assemblies, sheet metal, weldments ✔ FEA — ANSYS Mechanical/Workbench, SpaceClaim, APDL, SolidWorks Simulation; static, modal, harmonic ✔ CFD & thermal — ANSYS Fluent conjugate heat transfer (CHT), natural convection, heatsink design, passive thermal management ✔ Drop & shock — Explicit Dynamics, vibration isolation, hyperelastic rubber (Mooney-Rivlin) ✔ Fatigue & failure — S-N curve, Goodman, rotating bending, stress concentration ✔ Non-linear FEA — frictional contact, large deformation, elastic-plastic, snap-fit force-deflection ✔ DFM / DfAM — injection molding, CNC, sheet metal, GD&T (ASME Y14.5); FDM/SLA/SLS, Carbon Fiber PLA, lattice infill ✔ Topology optimization, reverse engineering, product design (sketch → manufacturing-ready CAD) ➤ 𝗜𝗻𝗱𝘂𝘀𝘁𝗿𝗶𝗲𝘀 FMCG & Aseptic Packaging (Tetra Pak, IPACK, Mariani) | Oil & Gas / LPG | Tier-1 Pharma (NDA) | Consumer Electronics & IoT | Drone / UAV | Renewable Energy / Solar | Industrial Equipment | Agricultural Equipment Supporting: IP66/IP67 outdoor enclosure design, LiPo + BMS, solar charge controllers, Hall-effect/capacitive sensing, mechanical and thermal integration of Quectel SC206 cellular modules. ➤ 𝗣𝗿𝗼𝘃𝗲𝗻 𝗥𝗲𝘀𝘂𝗹𝘁𝘀 ✔ LPG Plant — Siemens Fail-Safe PLC + hardwired ESD; 100% safety compliance, zero manual intervention ✔ Tetra Pak — closed-loop ink control with 12+ PID loops on Siemens S7 + WinCC; zero customer claims ✔ IPACK Slitter — +1.7% OEE, 15% changeover reduction via Siemens PLC logic retrofit (SMED) ✔ Flywheel UPS — saved $7,000+ via in-house RCA and component-level repair ✔ Drone Airframe — Carbon Fiber PLA in SolidWorks, FEA-validated 1.08 mm peak deflection ✔ Solar Smart Camera — IP66 outdoor unit, thermal validated by ANSYS Fluent CFD/CHT ✔ Pharma Panels — 21-page ProfiCAD redraw + revision pass under NDA ➤ 𝗪𝗵𝘆 𝗖𝗹𝗶𝗲𝗻𝘁𝘀 𝗖𝗵𝗼𝗼𝘀𝗲 𝗠𝗲 ✔ 𝗗𝘂𝗮𝗹-𝗗𝗼𝗺𝗮𝗶𝗻 — SolidWorks design + PLC programming, one engineer ✔ 𝗙𝗶𝗲𝗹𝗱-𝗧𝗲𝘀𝘁𝗲𝗱 — 8+ years of live commissioning on Siemens and Schneider ✔ 𝗤𝘂𝗮𝗻𝘁𝗶𝗳𝗶𝗲𝗱 — every project reports the metric the client tracks ✔ 𝗛𝗼𝗻𝗲𝘀𝘁 𝗦𝗰𝗼𝗽𝗲 — clear about what I own vs. don't Have a machine to build, a product to design, or a PLC system to fix? Click "𝗜𝗻𝘃𝗶𝘁𝗲" and I'll reply within 𝟮𝟰 𝗵𝗼𝘂𝗿𝘀. ➤ 𝗞𝗲𝘆𝘄𝗼𝗿𝗱𝘀 PLC programming, industrial automation, SCADA, HMI, PID tuning, Siemens TIA Portal, S7-1200/1500, Step 7, Fail-Safe PLC, Schneider EcoStruxure, WinCC, Vijeo Designer, Ladder Logic, Structured Text, IEC 61511, functional safety, SIL, ESD, Pilz, PROFINET, PROFIBUS, Modbus, OPC UA, EtherNet/IP, VFD, SINAMICS, Altivar, Nidec Digitax, STO, ProfiCAD, AutoCAD Electrical, EPLAN, SolidWorks Electrical, LAPP EPIC, BOM, cable schedule, FAT, PLC commissioning, PLC migration, logic retrofit, recipe management, RCA, failure analysis, SMED, OEE, WCM, IIoT, Industry 4.0, digital twin, predictive maintenance, mechatronics engineer, machine builder, turnkey automation, SolidWorks, Siemens NX, Autodesk Fusion 360, ANSYS Mechanical, ANSYS Workbench, ANSYS Fluent, SpaceClaim, FEA, CFD, conjugate heat transfer, heatsink design, fatigue analysis, S-N curve, modal analysis, harmonic analysis, drop test, vibration isolation, Mooney-Rivlin, non-linear FEA, topology optimization, lattice infill, snap-fit, mechanical design, mechanical engineering, product design, sheet metal, injection mold, GD&T, ASME Y14.5, 3D printing, DfAM, FDM, Carbon Fiber PLA, reverse engineering, DFM, aseptic packaging, pharma, oil and gas, LPG, consumer electronics, IoT hardware, drone, UAV, solar.