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Welcome to my Upwork Profile. I only apply to projects that I KNOW I can deliver perfectly—with accuracy, speed, and quality. ✅ Top Rated. ✅ 100% Job Success. ✅ Over 1000 projects successfully completed. With 12+ years of experience in Adobe Acrobat Pro, I specialize in creating interactive, dynamic, and professional fillable PDF forms and smart, well-formatted Word documents that automate processes and save your valuable time. I’m a Top Rated Freelancer with over 1,000 successful projects and a 99% Job Success Score, serving clients across industries including Legal, Healthcare, Finance, Education, Insurance, and Commercial sectors What I Can Do for You: ✅ Create 100% Fillable and Interactive PDF Forms ✅ Add Conditional Logic, Calculations, and Interactive Elements using JavaScript ✅ Design Dependent Dropdown Menus, Auto-fill fields, and Validation rules ✅ Convert Word, Excel, Scanned Images, or Handwritten forms into Professional PDFs & Docx. ✅ Format professional Word documents with TOC, Automated Headers and Footers, Style References, Mirror Margins, Automatic Page Numbering, Section-Specific Numbering, and more - Optimized for Amazon Kindle and Paperback Publishing. ✅ Convert between Word ↔ PDF, InDesign ↔ PDF, Scanned Image ↔ Word, Scanned PDF ↔ Word and other formats flawlessly 🛠️ Tools I Work With: ✅ Adobe Acrobat Pro DC ✅ Adobe LiveCycle Designer ✅ Microsoft Word, Excel, PowerPoint ✅ InDesign, Illustrator ✅ Calibre Library, eBook tools Whether you have an existing document or a scanned file, I can redesign or rebuild it into a modern, user-friendly format—with all the functionality you need: dropdowns, checkboxes, signature fields, calendar dates, reset buttons, and more. Let me take care of your forms and documents—so you can focus on your business. I offer unlimited revisions until you’re 100% satisfied. ✅ Your success is my priority—and it fuels mine.✅ 👉 Let’s create something efficient, functional, and beautiful—together. Thanks for your valued time.

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.

I’m an experienced Customer Service Professional with a background in team leadership, ticketing, and email/chat support. Over the years, I’ve helped businesses deliver smooth, reliable, and friendly customer experiences—while keeping operations organized and efficient. 📌 What I bring to the table: 5+ years in customer service & support (phone, email, chat, ticketing) Proven team leader experience—training, mentoring, and motivating support teams Strong technical background (IT graduate) for handling tools, systems, and troubleshooting Skilled in multitasking, problem-solving, and keeping customers happy (even the tough ones 👀) ⚡ Why work with me? I combine the people skills of a customer support pro with the technical know-how of an IT graduate, meaning I can adapt quickly to tools, workflows, and unique client needs. Whether it’s resolving tickets, leading a team, or making customers feel valued—I’ve got you covered.

L2/L3 technical support is the strongest part of my background. Most of my work has been in escalations, troubleshooting, and issue ownership — cases that were no longer straightforward and needed proper investigation. My approach is to check logs, understand system behavior, reproduce the issue where possible, document findings clearly, and coordinate with engineering when deeper analysis or a code-level fix is needed. I stay with cases through to resolution. I have worked across cloud and on-prem environments on issues involving APIs, authentication, SSO/LDAP/MFA, ETL and data workflows, storage integrations, and recurring production problems. I have also worked in Zendesk-driven environments where response quality, follow-up, and clear communication mattered alongside the technical fix. My customer-facing experience includes large enterprise organizations across the US and Europe — banking, telecom, insurance, and other high-scale sectors — where the technical issue mattered, but so did clarity, pace, and ownership. My approach on every case: understand the issue properly, gather the right evidence, keep communication clear, document what matters, and move it forward. --- TOOLING AND PLATFORMS - Support platforms: Zendesk · Jira · Salesforce · ServiceNow · Intercom - Log and diagnostic tools: Kibana · Splunk · Elasticsearch · New Relic - Identity and access: Azure AD / Entra ID · ADFS · Okta · LDAP · SAML · MFA - Cloud platforms: AWS · Azure · GCP (across supported environments) - Infrastructure exposure: Docker · Kubernetes · TCP/IP · VPN · Load Balancers - Content and storage integration: SharePoint · Box · S3 SCRIPTING, AUTOMATION, AND DATA - Python — ETL pipeline scripting, API integration, data processing, automation tooling - SQL — PostgreSQL and MS SQL Server; database-level investigation, query-driven root cause analysis - PowerShell — file system automation, metadata extraction, CSV/JSON export pipelines, operational scripting - Power Query (M) — multi-source ETL, schema normalization, incremental refresh, reconciliation workflows - Excel VBA — orchestration, validation, reporting automation, self-service operational tooling - REST API — integration troubleshooting, structured request/response analysis, consumption scripting - Power BI — dashboard-ready data preparation, operational reporting, visualization - Automation — Zendesk and Jira triggers, webhooks, workflow automation, AI-assisted routing AI AND LLM WORK - LLM integration — built AI-assisted support automation via Zendesk and Intercom with LLM pipelines; reduced response times and improved resolution accuracy - RAG pipelines — semantic retrieval, automated validation, LLM output consistency workflows - Prompt engineering and AI workflow design for support-side automation - Apache Airflow — workflow orchestration across ETL and data pipeline projects

With 6+ years of experience in high-volume contact center environments, I have evolved from frontline Customer Service Representative to Quality Assurance Analyst and Team Lead — leading teams, optimizing performance, and driving measurable operational improvements. I specialize in managing people, processes, and performance metrics to create scalable and efficient customer support operations. Throughout my career at Teleperformance Colombia, I have: • Led and mentored teams to meet and exceed KPIs • Designed and implemented performance improvement action plans • Analyzed quality metrics and operational reports • Conducted calibration sessions and compliance audits • Reduced service gaps through process optimization • Ensured adherence to quality and communication standards My background allows me to understand both frontline challenges and management strategy — bridging execution with leadership. I am now focused on roles such as: • Customer Experience Manager • Operations Manager • Team Lead / Supervisor • QA & Performance Manager If you are looking for someone who can strengthen operations, improve performance metrics, and build accountable, high-performing teams — let’s connect.

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.