Hire the Best Softlink America Liberty Specialists

I am a bilingual IT Support professional and Electronics Engineer with a concentration in Telecommunications, experienced in providing L1/L2 technical support across MSP, corporate, and small-business environments.I have supported users with Windows devices, Microsoft 365, Google Workspace, corporate accounts, email, MFA, authenticator applications, permissions, shared files, SaaS platforms, VPNs, printers, browsers, and common connectivity issues.My experience includes:* Remote and in-person hardware and software support* User onboarding, account provisioning, permissions, MFA, and offboarding support* Microsoft 365, Outlook, Teams, SharePoint, OneDrive, and Google Workspace* Network troubleshooting involving TCP/IP, DNS, DHCP, VPN, VLANs, Wi- Fi, routers, access points, and firewalls* Ticket triage, prioritization, escalation, follow-up, and documentation* Workstation preparation, software installation, and equipment record management* Technical

I optimize technical systems and resolve challenges with over 13 years of hands-on experience in field technology. As a Trip Optimizer Field Technician, I specialize in troubleshooting 4G wireless issues, and installing, upgrading, and repairing network systems, PCs, POS, VOIP, and security monitoring solutions. My strong technical and mechanical aptitude enables me to effectively tackle complex problems and enhance operational efficiency. I have successfully collaborated with various companies, ensuring optimal functionality and client satisfaction. If you need a skilled technician who excels in system optimization and is dedicated to exceeding client expectations, I am here to elevate your project and deliver exceptional results. Let's discuss how I can contribute to your team's success.

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.

I'm an IT professional with over 12 years of experience, including 10+ years in the MSP space supporting clients across various industries. I'm a jack-of-all-trades, from network security and server infrastructure to day-to-day troubleshooting, so I can adapt to whatever your environment looks like. Some of my technology skills: Windows Server Email Migrations (Microsoft, GoDaddy, Kerio, Google) Computer Profile/Domain Migrations Active Directory Group Policy Hyper-V Automation Scripting & Workflow Development Mobile Device Management (Jamf, Lightspeed, Manage Engine) Chromebook Deployment & Management Firewalls Threatlocker EDR & Antivirus (Defender, Bitdefender, Huntress, SentinelOne) Backup & Disaster Recovery Planning Data Retrieval & Migration PowerShell