Hire the Best Scoop.it Specialists

Need a reliable Customer Support & Live Chat expert who can keep your clients happy and operations smooth? I help startups, e-commerce brands, FMCG, SaaS platforms and service-based businesses deliver exceptional customer service that boosts retention, builds trust and converts users into loyal fans. Here’s what I bring to the table: ✅ 11+ years of sales and support leadership experience ✅ Live chat support (Tawk.to, Intercom, Zendesk, Crisp, HubSpot Chat) ✅ 24/7 multi-channel support: Email, Chat, and Ticketing ✅ CRM & helpdesk systems setup and workflow optimization ✅ Customer satisfaction recovery (handling complaints and escalations) ✅ Backend support: Data entry, reports, Excel/Word formatting ✅ Photoshop tasks: Photo editing, retouching, background removal Whether you’re scaling fast and need hands-on support or just need someone reliable to handle your inbox and live chat, I will step in as your support partner and keep things moving smoothly. Let’s make your customers feel like VIPs and keep them coming back. Looking forward to hearing from you.

Small businesses don't have time for IT problems — and they shouldn't have to. I help small business owners offload the complexity of their IT infrastructure so they can focus on running their business, not troubleshooting it. With over 10 years of hands-on experience, I provide end-to-end IT support across cloud, networking, and systems administration — from a single urgent fix to ongoing managed support. Cloud Migration & M365 Administration I handle complete Google Workspace to Microsoft 365 migrations (and vice versa) — mailboxes, calendars, contacts, and shared drives — with zero data loss and minimal disruption to your team. Post-migration, I can stay on to manage your M365 tenant, user accounts, licensing, and security policies so everything keeps running smoothly. Network Setup & Security I design and deploy reliable business networks using UniFi, configure secure remote access via WireGuard/Headscale VPN, and set up enterprise Wi-Fi — built to handle real workloads without dropping out. Whether you're moving offices or setting up from scratch, I get it done right the first time. Cloud Infrastructure (Azure / AWS) From provisioning virtual machines and managing cloud storage to configuring networking and databases, I keep your cloud environment lean, secure, and cost-efficient. I've deployed and maintained infrastructure for businesses across manufacturing, real estate, and professional services. IT Support & Helpdesk I provide dependable remote and onsite support across Windows, macOS, and Linux — using RMM tools and ticketing systems like Freshdesk to resolve issues fast and keep your team productive. Think of me as your on-call IT department without the overhead of a full-time hire. Credentials & Background Google IT Support Professional Certificate | Diploma in Information Technology Fluent in English, Hindi, Gujarati, and Swahili — great for diverse or globally distributed teams. Based in Calgary, MST — available for both one-time projects and long-term contracts. If your business needs reliable IT that just works, let's connect.

# IT Support Consultant | Microsoft 365 | System Administration | Help Desk | Network Support I help businesses keep their IT systems secure, reliable, and running efficiently. With hands-on experience in IT support, Microsoft 365 administration, system troubleshooting, and technical consulting, I provide fast, dependable solutions that minimize downtime and improve productivity. I have experience supporting small and medium-sized businesses, resolving technical issues remotely, managing cloud environments, and assisting end users with a wide range of IT concerns. Whether it's troubleshooting Microsoft 365, configuring email services, managing user accounts, resolving networking issues, or supporting Windows environments, I focus on delivering practical solutions with excellent customer service. ### My expertise includes: * Microsoft 365 Administration (Exchange Online, Entra ID, SharePoint, Teams) * User and License Management * Outlook, Exchange, and Email Troubleshooting * DNS, SPF, DKIM, and DMARC Configuration * Windows Desktop and Server Support * Active Directory and Group Policy * Remote Technical Support * Network and Wi-Fi Troubleshooting * Printer, Hardware, and Peripheral Support * Microsoft Intune Device Management * Security Best Practices and Endpoint Protection * Backup and Disaster Recovery * Technical Documentation and SOP Creation * Ticketing Systems (Zendesk, Freshdesk, Jira, ServiceNow, ConnectWise, and similar platforms) ### What you can expect from me: * Clear and professional communication * Fast response times * Strong problem-solving skills * Attention to detail * Reliable remote support * A customer-first approach I understand that every minute of downtime affects your business. My goal is to resolve issues efficiently while providing a smooth support experience for your users. If you're looking for an IT professional who is dependable, proactive, and committed to delivering high-quality technical support, I'd be glad to help. Let's work together to keep your IT environment running at its best.

I am Jonalyn, I am a Professional I.T. Helpdesk Technician, Application Support, and System Engineer with extensive customer and technical service experience who is enthusiastic about my work. I've worked with clients professionally from a variety of businesses for over 10 years. I am a dedicated, hard-working, fast learner, loyal, and a team player individual. I strive for a positive workplace but I can also work under pressure. -✅System Engineer -✅Technical Support -✅IT Helpdesk Technician II / MSP Helpdesk Support -✅Admin Support -✅Senior Analyst -✅System Support Analyst I -✅Customer Service -✅40 WPM with 99% accuracy I approach every assigned task as if it were my own, viewing each as an opportunity to acquire new experiences and a stepping stone toward achieving my goals. Simultaneously, I find satisfaction in assisting others on their journeys. Efficiency in multitasking is one of my strengths, and I prioritize time management to meet deadlines effectively. With 11 years of proven experience in roles such as Help Desk Technician and System Engineer, I am well-versed in various customer support capacities. My technical expertise extends to MS Office 365, Azure, Active Directory, VMs, O365 Administration, Servers (including file server, Server Migration, SQL, backup, Remote Desktop, and domain controller), VPN, RDP, RDS, Citrix ShareFile, Dropbox, Cisco VPN, workstation setup, profile and account management, licensing, and more. I possess a solid understanding of computer systems, mobile devices, and other tech products. From basic to complex technical issues, I am adept at diagnosing and resolving problems. Ready to take on new challenges immediately, I am eager to discuss how my skills align with your needs. I look forward to the opportunity to speak with you further. Applications and Tools, websites I use: Jira Service Now Autotask Connectwise NinjaOne Aterra Kaseya Datto RMM VMware Goto Assist Salesforce Citrix Google Docs Microsoft Excel VoIP/Softphone - Avaya Microsoft Outlook Jabber Team Viewer Slack GoToAssist Global protect Cisco anyconnect Lotus Notes Bitdefender Sophos Microsoft Teams Cloudradial Threatlocker Webroot

Why choose Sam? - a dedicated IT professional. I am an experienced support agent with more than 14 years of email, phone support, chat support and manual testing. TECHNICAL ENGINEER / MICROSOFT ADMINISTRATOR - ITIL V4 Certified Transfer tenant to CSP Setup domain, Google, GoDaddy and Office 365 Granular admin setup Setting up Perimeter 81 and integration Setting up Avepoint backup Carbonite install and monitoring Intune Setup / MDM Provide advanced desktop-level user support, mobile device support, user administration, and server management as required. Setup employee workstations and account- onboarding / offboarding Monitoring Data Center storage and backup knowledge like Veeam, Datto backup Install and support software applications, such as Office apps, Adobe Products, LogMeIn, Symantec Endpoint Protection, OpenVPN, SonicWall Datto RMM, sentinel one and other software as required by the client, Identify and resolve hardware, software, and network printing issues. Diagnose and resolve connectivity issues including wireless and VPN. Ticketing tool usage such as Autotask, Salesforce (RF), ServiceNow, ConnectWise, Halo, Zoho. IT Glue for documentation, and Screen-connect, SplashTop, QuickAssist, Teamviewer, ScreenConnect for remote support, Datto RMM Office 365, Exchange, and SharePoint Administration Ensuring all faults are progressed and cleared within SLA Azure Active Directory and remote desktop maintenance NAS Synology Setting up and managing Active Directory Windows Server administration, HyperV Vmware Managing CCTV's like OpenEye Achieve goals and targets (client, business, and employee satisfaction Creating Knowledgebase documents Security best practices include AV, Malware, and Firewall troubleshooting. SOFTWARE TESTER / QUALITY ASSURANCE Tools/Technology 
 IIS 
 Agile Testing  
Azure Dev 
MSSQL 
 SortSite 
 Swagger  *Reviewing and analyzing system specifications Executing test scripts and reviewing results Reporting and documenting technical issues Work closely with Developers roles and other departments to ensure quality products with clear project deliverables and timelines, and to ensure timely completion of deliverables. Participate in a small, experienced, energetic team on a rapid, agile delivery schedule. Design test cases and test scenarios to ensure both new and previous feature Execute test cases to ensure the business scenario Be hands-on in writing, executing, and monitoring tests Build tools to support development and business functions Participate in a new project to facilitate in conjunction with development. Great team player with team leadership skills. Cross-functional team leadership, agile methodologies, and excellent analytical skills. I have the ability to interact with others in a sensitive and effective way and work cooperatively in an international, multi-cultural environment. I will do my best to improve the customers satisfaction, even if this means going the extra mile for it.

My skill set includes the following but not limited to: -IT Support -Experienced technical support -Excel proficient -Email and Call handling -Virtual assistant -Data entry -Microsoft Office 365 expert -Windows 10 expert My goal is not to just provide exceptional work but to build a good relationship with my clients. To leave a mark by showing how compassionate and dedicated I am towards my work or any given task. To build trust by showing a great work ethic and getting deliverables done on time. I started working in the year 2010 as an IT personnel in a rising company. Responsibilities included system creation, automation, networking, and anything related to IT. Then afterward worked as a technical support/customer service/sales rep as our main task was to provide immediate support for their device which includes networking issues. It was exciting and challenging as we were measured by customer satisfaction but at the same time given sales quotas by up-selling warranties. One time our team struggled with our main metric CSAT(customer satisfaction), I came up with a resolution by calling our customers back and this overturned everything. Our lowlights became highlights, how I did this was not just by simply calling back but by connecting to the people I'm talking with, ensuring to them that we're willing to sit and spend time just to help them. After which I transferred to a printer company which I spent 4 years as technical support. We were responsible for making sure their printer is fully functional and network connected. We were introduced to support various operating systems like Windows, macOS, Linux, etc. Then in the same company, I transitioned to a business administrative role where I spent 2 plus years. This role offered different dimensions and fields. I was responsible to help account managers and sales reps, it involves opportunity management, forecast management, quote creation, data analysis, report creation and analysis, demo/seed request creation, product research, and comparison, as well as product recommendation. It honed my skills in the tools we're using (Microsoft excel, d365, Power BI). One major pain point our team experienced was keeping track of our cases and that it was aging and causing delays. We had a report in place however it's obvious that was not effective. I then came up with a whole different report using power BI, which highlights the tickets/cases age with details. Fair enough it did provide tremendous help as it fixed our issue after a week. I believe that we never stop learning. No matter how good and knowledgeable we are there are things we can learn and things we can improve on. This drives and motivates me in what I'm doing. Go ahead, try me. I might be the one you're looking for in the long term.