Hire the Best Softlink America Liberty Specialists

I'm an experienced IT Support Specialist with over 3 years of providing remote technical support to users across multiple industries. I specialize in troubleshooting hardware, software, network, email, VoIP, and account-related issues while delivering excellent customer service. I have experience supporting hotel and corporate environments, handling user onboarding and offboarding, account administration, ticket management, and remote troubleshooting. I'm comfortable working independently, managing multiple priorities, and communicating technical solutions clearly to non-technical users. ➡My technical experience includes: ✅ Help Desk & Technical Support (Email, Chat, Phone) ✅ Remote Desktop Support ✅ Windows 10/11 Troubleshooting ✅ Microsoft 365 & Google Workspace ✅ Active Directory / LDAP User Management ✅ User Onboarding & Offboarding ✅ Password Resets & Access Management ✅ Ticketing Systems (HubSpot, Halo) ✅ VoIP Support (Zoiper, Bria, MicroSIP, Sangoma, ConnexOne) ✅ Gmail & Outlook Support ✅ Slack & Microsoft Teams ✅ Zabbix Monitoring ✅OVHCloud ✅ Remote Hardware & Software Troubleshooting I also have experience supporting hospitality technology platforms, including Opera PMS, Marriott GXP, Lightspeed POS, Alice App, Knowcross, Elimiwait, HMS, and Synergy. I take pride in being dependable, detail-oriented, and focused on resolving issues efficiently while ensuring a positive user experience. If you're looking for a reliable IT support professional who can quickly adapt to your systems and provide excellent remote support, I'd be happy to help.

Support and operations, handled by one person instead of two: fewer handoffs, faster fixes. ✅ SaaS helpdesk support (Intercom): L1/L2, escalations, ticket triage ✅ EVV/Sandata & NDIS invoicing troubleshooting ✅ Data QA at scale: 600,000+ product catalog, Python-based pipelines ✅ QuickBooks Online integration support ✅ Top Rated, 100% Job Success, 3,100+ hours on Upwork I've spent the last stretch running both sides of a SaaS operation: fielding support tickets in Intercom and building the QA systems that keep the underlying data clean. That combination means I catch root causes, not just symptoms. A support ticket about a bad product listing doesn't just get answered, it gets flagged upstream too. Comfortable jumping into complex, multi-step workflows with minimal onboarding. Open to full-time, part-time, and retainer work.

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.

Whether you're looking for customer service or operational support, I'm top-rated and available here. Experience spanning 13+ years: 📍 Part-Time EMS Monitoring Agent for GWT2Energy (7 Mos). 📍 Mobile User Support and Customer Service Manager for Smart Receipts (1.5 Years). 📍 Conducted multi-site security monitoring/police dispatch for Security Trailers (2 Years). 📍 Provided user support for SmartNews platform (5 Years). 📍 Legal Support Specialist for Immigration Law Firm (5 Years) 📍 Operations Support for Tenant Law Firms (2-4 Years). 📍 Intake Specialist for Divorce/Family Law Firm (1 Year). Focusing on what's important is my daily drive. Let's talk about your needs today. Customer Service & Technical Support Specialties: 📍Microsoft & Google Applications: Proficient. 📍AI Platforms: Proficient in working side-by-side. 📍Communication: Excellent in both written and spoken English; skilled live chat operator. 📍Leadership: Experienced in planning, execution, management, and supervision. 📍 Adaptability: Flexible and adaptable to any required environment. 📍 Team Collaboration: Cooperative and able to work effectively in multidisciplinary teams. 📍 Resilience: Ability to work under tremendous pressure with excellent time management. 📍 Proactivity: Proactive nature with a readiness to take action to influence events. 📍Decision-Making: Competent in making decisions in emergency scenarios. 🥅 Goal: I aim to build long-term relationships with clients by consistently delivering exceptional creative services and ensuring quality results at a reasonable price. I am committed to best effort with every client, aiming for unparalleled output that meets and exceeds client expectations. Drop me a message.

I'm the Level III IT consultant who works for other MSPs and IT consultancies — the senior hand you bring in for the hard problems junior techs escalate: network redesigns, cybersecurity hardening, server migrations, and emergency triage. 30+ years in the trenches, U.S. Navy trained, Top Rated with a 100% Job Success score. Based in the Chicago area / Northwest Indiana, with remote and on-site coverage nationwide. Where I go deep: - Networking & Security: Design, configure, and secure networks with SonicWall, Fortinet, Cisco/Meraki, UniFi/Ubiquiti, TP-Link Omada, and Netgear — firewalls, VLANs, VPNs, 2FA/MFA, site-to-site bridges. - Servers & Hosting: Nearly 30 years of cPanel/WHM, DNS, POP3/IMAP, Microsoft 365, and Google Workspace; Apache/PHP/MySQL on RHEL/CentOS/AlmaLinux for reliable hosting and maximum uptime. - Systems & Cloud: Windows Server 2025, Windows 11, Linux, and macOS; Azure/Hyper-V virtualization and AWS/GCP deployments — from design through deployment and ongoing operations. - Microsoft Stack: Microsoft 365 administration and migration, Entra, Intune, and Active Directory Group Policy. Industry experience: HIPAA-compliant IT for medical/dental, Dealer Management Systems for automotive groups, secure corporate networks, and structured wiring and access control for warehouses. How I work: Precise and methodical. Project-based engagements first, hourly for smaller targeted work. I bring clear status updates and a bias toward documenting what I change, so the next person — internal or external — can pick up where I left off. I coordinate across internal IT teams, third-party vendors, and contract boards when an engagement requires it. Background: Self-taught IT professional since 1997; U.S. Navy Aircrewman, Patrol Squadron 26 (VP-26), 1990–1995, earning a Navy Achievement Medal for technical expertise on a classified surveillance system. Network Operations Center engineer at eSignal/Interactive Data, 2000–2007. Founded Ateki LLC in 2002. If you need a senior consultant who can redesign a network, harden security, migrate a server room, or own the escalations your team is stuck on — and who shows up, communicates, and documents — let's talk about your project.

I have over a decade of VoIP networking experience deploying and supporting both Hosted [Ring Central, OnSip, Vonage] and On-Premise [3CX, FreePBX, Vital] based PBX's. I specialize in the 3CX platform as it provides the most value to the enterprise. I can also enable AI Reception services to provide better interactions with new and existing clients. Whether it’s a cloud hosted or private hosted PBX, I can provide full end to end solution of services. I have a very structured template-based deployment that is based on the client Call Flow. Everything is documented from the IVR to the final destination of the call. I am also well versed in both AudioCodes and Ribbon (Sonus, Edgewater) Session Border Controllers and Gateways from turn up to cut over. My experience ranges from complete project management to individual SBC/GW implementations. My core focus has been VoIP connectivity and the applications that accompany it like POTS Replacement, SIP Trunks and hosted voice. VoIP services for the SMB and enterprise is my primary focus. Enabling features and driving value-add to the business is my goal. I am always more than happy to jump on a call and discuss my capabilities in detail.