Hire the Best ServicePower Specialists

Top Rated Zendesk and HubSpot specialist with a 100% Job Success Score, 1,600+ hours, and $10K+ earned supporting B2B SaaS and ecommerce companies. I implement, optimize, and run complete customer support systems, helpdesk setup, CRM workflows, ticket automation, reporting dashboards, and customer onboarding programs that cut first response times and reduce churn. Most support problems aren't people problems, they're system problems. Slow first response times, tickets falling through the cracks, no SLA visibility, onboarding that loses customers in week one. I fix the system and run it: the helpdesk architecture, the automations behind it, and the day-to-day support itself. WHAT I DELIVER Zendesk implementation and administration, complete Suite setup, triggers, macros, SLA policies, dynamic ticket forms, views, routing, custom objects, and Guide help center configuration. Zendesk Explore reporting, custom dashboards, CSAT tracking, agent performance metrics, and calculated attributes for clean executive reporting. HubSpot Service Hub setup, help desk pipelines, ticketing workflows, custom CRM properties, live chat, and knowledge base configuration (HubSpot certified, verified by Upwork). Multi-platform helpdesk expertise, Freshdesk, Intercom, Gorgias, and Zoho Desk administration and migration. Customer support operations, email, live chat, and phone support for B2B SaaS and ecommerce, ticket triage, escalation management, and QA documentation in Jira and ClickUp. Customer onboarding, structured onboarding programs for complex B2B SaaS products, from kickoff to activation, that raise retention and reduce time-to-value. RECENT RESULTS 1,200+ hours (8 months, ongoing) as dedicated customer support and onboarding rep for a complex B2B SaaS application, owning tickets, onboarding calls, and product feedback loops Zendesk Explore reporting dashboards for a US client, rated 5.0, "5/5 work ethic and dependability. I recommend that anyone take the opportunity to work with him." 190+ hours of mobile app customer support with full QA test-case documentation, "He completed the task in time, showed great communication skills, fortitude, flexibility, and savvy." Email support workflow automation serving a 150K+ contact list with zero duplicate sends TOOLS: Zendesk, Zendesk Explore, HubSpot, Freshdesk, Intercom, Gorgias, Shopify, Jira, ClickUp, Slack, Notion, Google Workspace, Make,com, Zapier, N8N, Manychats, Microsoft 365, Teams, Automations, AI prompts, KRISP. WHO I WORK BEST WITH B2B SaaS founders, support leads, and ecommerce teams who need more than a ticket-answerer, someone who can build the support system, document it, staff it, and report on it. Fluent English, 0–4 hour response time, flexible across US time zones. Invite me to your job, and on our first call I'll review your current support setup and send you a concrete, prioritized improvement plan, before you spend anything.

I specialise in SaaS implementation and customer success, bringing 16 years of diverse experience in customer service roles, both face-to-face and remote. I have a proven track record of onboarding clients and leading implementation projects, ensuring seamless integration and satisfaction. My expertise in Microsoft Office applications, experience with CRM platforms and project management software, allows me to manage tasks efficiently. After five years of remote work in Australia, I am excited to explore new opportunities that leverage my skills in a global context. If you need a results-oriented professional to help your business thrive, let’s connect and discuss how I can add value to your team.

I'm a ServiceNow Developer and Trainer with strong hands-on experience implementing various modules and building custom applications. CSA, CAD, CIS-Data Foundation, and CIS-Discovery certified, with many micro-certifications as well. I've been involved in complete ServiceNow project lifecycles, from initial requirements through to successful delivery. I have worked closely with international clients across different regions and time zones. I will provide services in the following ServiceNow-related areas (but not limited to): creating new modules and providing support for an existing system. JavaScript Scripting Client Scripts and UI Policies UI Actions Business Rules Script Includes and GlideAjax Service Catalogs and Record Producers SLAs Access Control List (ACLs) CMDB Import Sets and Data Import Notifications and mail scripts Dashboard and Reporting Portal Development and Customizations (Widgets, Pages) Incident, Problem, Knowledge, and Change Management HRSD (HR Cases, Tasks, and lifecycle events) ITSM (Incident, Problem, Change & Requests) ITAM (HAM & SAM) REST APIs (Outbound & Inbound) Chatbot / Virtual Agent App Engine Studio Teams, Slack, JIRA Integration Agentic AI, Now Assist

I am an IT Support and Helpdesk Specialist experienced in supporting end users, B2B clients, SaaS customers, e-commerce businesses, and remote teams across different time zones. I can manage day-to-day IT support tasks, respond to user requests, triage and update tickets, monitor systems and alerts, troubleshoot technical issues, manage patching activities, and maintain ownership through resolution or escalation. My support experience includes: • Microsoft 365, Outlook, Teams, SharePoint, and OneDrive • Exchange Online, Entra ID, MFA, user accounts, and permissions • Google Workspace, Server Support • Windows, printers, VoIP, VPN, DNS, DHCP, and connectivity issues • User onboarding, offboarding, and access management • Ticket triage, queue management, system monitoring, and escalation • Endpoint monitoring, patching, security alerts, and application approvals • Remote end-user support through phone, email, and remote sessions • SaaS onboarding, account setup, product guidance, and troubleshooting • Customer service through email, live chat, and phone • SOPs, ticket notes, knowledge-base articles, and documentation I have worked across MSP, SaaS, e-commerce, and technical support environments, using PSA, RMM, security tools, backup tools, documentation, CRM, and communication platforms. These include ConnectWise, Autotask, NinjaOne, N-able, Datto RMM, IT Glue, Hudu, ThreatLocker, Huntress, SentinelOne, Proofpoint, Zendesk, Freshdesk, HubSpot, TeamViewer, 3CX, RingCentral, Airtable, Scribe, and other related tools. I am comfortable working independently, following support procedures, communicating clearly with technical and non-technical users, and stepping into related customer service or operational responsibilities when needed. I am available for long-term, part-time, or full-time remote IT, SaaS, and customer-support work.

Experienced SaaS professional with 12 years of expertise across Customer Service, Technical Support, Quality Assurance, Product Management, Talent Acquisition, Customer Operations Strategy, and AI-powered Support Operations. Proven track record of improving customer experiences, streamlining support processes, and driving operational efficiency through automation, quality management, and data-driven decision-making. Skilled in managing AI support solutions, knowledge bases, support workflows, and cross-functional projects while leveraging tools such as HubSpot, Breeze AI, Jira, Asana, Slack, Google Workspace, and various ATS platforms. Recognized for strong problem-solving abilities, process optimization, and delivering scalable solutions that enhance both customer satisfaction and business performance.

Proven track record of being an Incident Manager for IT Managed Services, Customer Success for SaaS with previous experience as Technical Writer, IT Service Desk and Network Engineer Support. Technical Writer: my role is to create clear, concise, and accurate documentation for various technical projects. I have experience working with both hardware and software, as well as collaborating with cross-functional teams to ensure the documentation meets the needs of all stakeholders. In my previous roles, I have written user manuals, installation guides, and standard operating procedures for both internal and external use. I have a strong understanding of technical concepts and the ability to translate them into easy-to-understand language for non-technical audiences. I am dedicated to ensuring that all documentation is up-to-date and accurate and I am committed to producing high-quality documentation that meets the needs of both technical and non-technical audiences. IT Service Desk: I worked as part of an IT Service Desk team, where I was responsible for providing technical support and assistance to end-users who were experiencing issues with IT services or products. I helped troubleshoot and resolve technical issues, provided guidance and support, and tracked and reported on service requests and incidents. Incident Manager: In my role as an Incident Manager, I oversee the process of responding to IT incidents, including identifying, categorizing, prioritizing, and resolving incidents in a timely and efficient manner. I used ITIL guidelines and recommendations for managing IT services and processes, including incident management, problem management, change management, and service level management. Network Engineer Support: I worked as a Network Engineer Support personnel, where I ensured that the organization's network infrastructure was operating smoothly and efficiently. I monitored network performance, troubleshooted issues, implemented changes and upgrades, and maintained network security. Service and Project Coordinator: I am closely coordinating and managing service requests and incidents with the Service Desk personnel. I ensured that incidents were assigned to the appropriate teams and resolved in a timely manner. I also provided regular status updates to stakeholders and tracked metrics related to service delivery. As a Project Coordinator, I was responsible for planning, executing, and monitoring IT projects to achieve specific goals and objectives. I worked closely with stakeholders to define project scope, develop timelines and budgets, assign resources, and ensure that project deliverables met quality standards. My IT project management experience includes overseeing the implementation of new IT systems, software, or infrastructure. As a Customer Success professional, my primary goal is to ensure that our customers have a positive and fulfilling experience with our products or services. I take a proactive approach to understand their needs and work closely with them to achieve their desired outcomes. One of my key responsibilities is to establish strong relationships with our customers. I aim to be their trusted advisor, someone they can turn to for guidance and support. Building this rapport is crucial for long-term success because it fosters loyalty and encourages them to continue using our offerings.