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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

✅ Top-Rated Plus | 100% Job Success | Upwork Verified (ID & Video) ✅ Airbnb / VRBO / Guesty / Hostaway / Booking .com Expert & 1099 Tax Preparation ✅ Automated Hostaway–QuickBooks sync ✅ Expert in accounting for Amazon FBA, Shopify & eBay eCommerce platforms ✅ Xero Certified Advisor ✅ Certified QuickBooks Online ProAdvisor & MS Excel Expert ✅ 16+ Years of experience in Bookkeeping & Accounting ✅ Certified Accountant/Bookkeeper ✅ Served clients across Australia, NZ, USA, Canada, UK ✅ Good English accent and communication skills ✅ Short Term Vacation Rental (STR) Expert, Property Manager, Real Estate Rental, Co-Host Property Management, including income and expense tracking & classifications, monthly owner statements ✅Full-time remote freelancer operating from a dedicated home office ✅ Utilizing the latest i9 13th Gen hardware, SSD storage, and up-to-date software tools ✅ High-speed Fiber Broadband Internet connection (Speed Up to 150 Mbps) ✅ Available to align with your preferred time zone ✅ Remote Accounting and Virtual Bookkeeping Bookkeeping & Accounting Software Expertise: ✅ XERO | Xero Practice Manager | Xero Workpapers ✅ QuickBooks Online | QuickBooks Desktop ✅ Reckon APS | XPA | Tax Manager ✅ Reckon Accounts Hosted & Bank Data ✅ MYOB ✅ Wave ✅ Sage ✅ NetSuite ✅ Zoho Books ✅ FreshBooks ✅ Banklink ✅ CCH iFirm ✅ Desktop super | Fiscal finance | ✅ Receipt Bank | AutoEntry | Hubdoc | Dext | SAP | iConnect POS | etc. ✅ Guesty Accounting, Hostaway, AppFolio ✅ Aplos (Nonprofit / Church) ✅ Breeze Church Management Software ✅ SellerLegend ✅ Link My Books Payroll Software Expertise: ✅ ADP, Gusto, QuickBooks, Xero Areas of expertise include : ✅ QuickBooks, Xero, MYOB Setup ✅ Daily bookkeeping, including cleaning and organizing records ✅ Data entry in accounting software, ensuring up-to-date and accurate financial information ✅ Invoicing, bill creation, transaction coding ✅ Cashbook accounting using Excel & Google Sheets ✅ Reconciliation of various accounts: receivables, payables, inter-company, bank, credit card, PayPal, Amazon, eBay, Stripe, and other merchant accounts ✅ Identifying & resolving discrepancies, general ledger reviews ✅ Budget development, management, forecasting, & cash flow statements ✅ Financial report analysis ✅ Payroll processing & reconciliation ✅ Company setup & chart of accounts management ✅ Data migration to Xero or other accounting software ✅ Fixed asset setup & reconciliations ✅ Inventory management ✅ Customization of invoice templates, reports & setup for customers and suppliers, including recurring expenses & alerts ✅ Preparation of monthly, quarterly, interim & year-end financial statements & related adjustments ✅ Business & personal income tax preparation & BAS/GST/FBT returns ✅ Excel-based budgeting, forecasting, cash flow & financial modeling ✅ Preparation of owner statements for rental businesses in Hostaway & Excel ✅ Venmo, Zelle, Cash App reconciliations Cloud-based tools: ✅ Google Spreadsheet, Docs ✅ SharePoint, OneDrive, Google Drive, Dropbox ✅ Skype, GoToMeeting, Zoom, Microsoft Teams ✅ Word, PowerPoint, One Notes ✅ Excel (PivotTables, VLOOKUP, INDEX/MATCH, Data tables, Conditional Formatting, Data Validation etc ✅ Asana ✅ Slack, Lark ✅ TeamViewer, Anydesk ✅ Brex ✅ Quartzy ✅ Xbert ✅ ignition ✅ LastPass, Dashlane Business Structures: ✅ Small Business Enterprises ✅ Sole Traders ✅ Trusts ✅ Partnership firms ✅ Pty Limited companies and a Group of companies Industry-Specific Accounting ✅ E-commerce Accounting ✅ Amazon FBA Accounting ✅ Shopify Accounting ✅ WooCommerce Accounting ✅ eBay Seller Accounting ✅ Real Estate Accounting ✅ Property Management Accounting ✅ Rental Property Bookkeeping ✅ Construction Accounting ✅ Nonprofit Accounting ✅ Healthcare & Medical Practitioners ✅ Restaurant/Food Business Accounting ✅ Farming/Agri/Dairy Business (Livestock Calculations) ✅ Investment Business Bookkeeping provided for: ✅ USA Accounting ✅ Canada Accounting ✅ UK Accounting ✅ Australia Accounting ✅ New Zealand Accounting Compliance and Regulations ✅ GAAP Compliance ✅ IFRS Compliance ✅ Tax Compliance ✅ Audit Support ✅ Financial Statements Preparation Facility & Infrastructure: ✅ High-speed Fiber Broadband Internet connection (Speed Up to 150 Mbps) ✅ Dual screen workstation ✅ Secure Data Storage Solutions ✅ Advanced Network Security ✅ Climate-Controlled Environment ✅ Professional Phone & Communication Systems ✅ Ergonomic Office Furniture ✅ Multi-function Colour/B&W Wifi Printers cum Scanners ✅ 24X7 Power backup facility Familiar with Australia, NZ, UK, USA & Canada Accounting Concepts and Taxation systems Specializing in bookkeeping for Canada, U.S., UK, Australia & New Zealand. Ensure full confidentiality & privacy of all shared information Ready to start immediately and can commit to regular hours. Feel free to contact me if you would like an interview set up Thank you for taking the time to read my Upwork Profile Kind Regards, Gulshan k.

I specialize in Joomla development, migrations, and custom solutions that help businesses run faster, more secure, and scalable websites. 🚀 What I can do for you: ✔ Joomla 3 → Joomla 5/6 Migration (safe, error-free upgrade) ✔ Custom Component, Module & Plugin Development ✔ API Integrations (Duffel, Payment Gateways, etc.) ✔ Payment Gateway Integration (NMI, PayPal, Stripe) ✔ Bug Fixing, Error Resolution & Website Recovery ✔ Speed Optimization & Performance Improvements 💡 Why clients choose me: ✔ 15+ years of Joomla experience ✔ Clean, scalable, and secure coding ✔ Strong debugging skills (I fix what others can’t) ✔ Fast communication & reliable delivery I’ve worked on complex Joomla systems, booking platforms, and API integrations, helping businesses improve performance and stability. 📩 Let’s talk Send me a message with your requirements — I’ll quickly review and suggest the best solution.

To obtain a position as agricultural specialist where my special skill set can be utilised to its fullest potential to help and improve the farming community. having a hands on experience in organizing and facilitating training sessions to diverse farmers. Having skill set to handle farmers queries. I am producing multilingual agricultural videos which are extremely beneficial for the farmers. I worked as an employee of a reputed agro chemical company.so i have honed deep agrochemical skills. I am a professional agriculturist and have more than five years of experience in M.S Swaminathan research foundation. Overall I am a 'Hard-working achiever, dedicated to on-time delivery. I ensure that I will never let your hopes down. Thank you

If your support volume is growing faster than your systems—or your team is drowning in tickets that should never reach a human—that's exactly the problem I fix. I've spent 8 years inside CX operations across SaaS, eCommerce, EdTech, and video gaming. Not in a strategy role—hands-on. Building the systems, running the inbox, training the AI, fixing what's broken, and staying long enough to make sure it holds. I approach every engagement the same way: understand what's broken before building anything. That means auditing support flows, ticket patterns, and where customers get stuck—then fixing the right things, not just the obvious ones. At SquadTrip, I was the only CX person at a 7-person startup for 6 months. I built their VoC program, redesigned onboarding, launched a Fin AI Agent that resolved 55% of tickets automatically, and grew activation 2.3x. At Leya AI, I migrated their full support stack from Zendesk to Intercom, built a self-serve ecosystem, and moved CSAT from 69% to 91% — with 61% self-service resolution — over 15 months. On the eCommerce side, I set up Intercom and Shopify for Try Doggo Labs at launch and am building end-to-end support operations for an active fitness eCommerce brand. At Manifest Movies, I set up their Intercom + Stripe system from day one. At Arise Gaming, I led a 110-member global support team across EMEA, LATAM, and APAC. CSAT went from 79% to 92%. FRT dropped from 3 hrs to 1.48 hrs. I don't hand over a plan and disappear. I stay, run the system, improve it, and make sure it outlasts my involvement. What I typically own in a long-term engagement: - Customer support operations — inbox setup, team inbox structure, routing rules, SLA configuration, escalation logic, macros, quality - Fin AI Agent — Procedures, Simulations, resolution rate optimization, and AI Copilot configuration for human agents - Voice of Customer programs—CSAT, NPS, CES surveys, ticket tagging, user interviews, closed-loop feedback to product, churn signal tracking - Self-serve support and ticket deflection—Help Center structuring for AI, knowledge base, in-product help triggers, support deflection strategy - Customer journey mapping — identifying drop-off points, friction, and moments of truth across the full lifecycle - Lifecycle emails and customer lifecycle management—onboarding, activation, retention, re-engagement, A/B testing - Automation—Intercom Workflows, Make, n8n, Zapier, support automation - Service design—repeatable, scalable processes and SOPs teams can actually follow - Monthly reporting — turning CX data into clear insights for founders and leadership For shorter setup and implementation projects, I build: - Intercom from scratch—inbox configuration, team inboxes, routing rules, Workflows, automations, Help Center, Fin AI agent procedures, and Simulations - Zendesk setup—Zendesk Messaging, skill-based routing, SLA configuration, triggers, macros, Knowledge Base - Platform migrations — Zendesk to Intercom and reverse - Shopify + Intercom integrations for eCommerce support automation — order lookups, returns, shipping queries, escalation guardrails - Fin AI Agent and Zendesk AI implementation for SaaS, EdTech, and eCommerce products - CX audits—structured review of support flows, ticket patterns, and escalation logic, delivered as a clear action plan Recent setup work: - Manifest Movies — Intercom setup and CX project management for a streaming platform - Try Doggo Labs—Full Intercom setup for an eCommerce launch including macros, Help Center, routing, and tags - Fitness eCommerce startup (active)—Building end-to-end customer support operations, including Intercom setup, Workflows, and automations Results that matter: - 2.3x activation growth — SquadTrip (SaaS) - 61% self-service resolution — Leya AI (EdTech) - CSAT 69% → 91% — Leya AI - 72% support automation rate—Leya AI VoC revamp - CSAT 79% → 92%, FRT cut from 3 hrs to 1.48 hrs—Arise Gaming (Video Gaming) - 80% reduction in hold time — Arise Gaming - +14 pts email open rate on onboarding lifecycle emails—SquadTrip Tools: Intercom (Certified) | Zendesk | Fin AI Agent | Make | Shopify | Hotjar | Google Sheets | Slack | Claude | SQL (basic) | CX/CS Management If you want someone who'll stay and run your CX — not just set it up and leave — I'd love to hear what you're working on.

I am a Senior Technical Recruiter and Virtual Assistant with 14+ years of professional experience supporting US-based clients across recruitment, lead generation, and administrative operations. I help small and medium businesses reduce costs while improving efficiency by delivering reliable, detail-oriented, and results-driven support. I bring strong communication skills, fast turnaround times, and a deep understanding of the end-to-end recruitment lifecycle. 🔹 Core Expertise ✔ 11+ years of US Technical Recruitment experience ✔ Full-cycle recruitment: sourcing, screening, interviewing & onboarding ✔ LinkedIn sourcing & Boolean search expert ✔ Lead generation & database building ✔ Virtual assistance & back-office support ✔ Excellent English communication (written & verbal) 🔹 Recruitment & Hiring Experience - Writing and optimizing job descriptions - Active & passive candidate sourcing - Resume screening & candidate shortlisting - Interview scheduling & coordination - Client & candidate communication - ATS management & recruitment reporting Industries Served: - Recruiting & Staffing Agencies - Software & IT Companies - Realtors & Real Estate Firms - Corporate & SMB clients Notable Clients: Big Resourcing, Agilent Technologies, Swiftly 🔹 Virtual Assistant & Administrative Support - Email & calendar management - File & database management - Web research & data entry - Lead list creation & validation - Weekly/monthly reports & presentations - Call scheduling & travel arrangements - Process documentation & workflow setup 🔹 Tools & Platforms * Recruitment & Sourcing: * LinkedIn Recruiter * ZipRecruiter * Indeed * TalentBin * Gild Project & Communication Tools: * Trello, Pintask, Kenja Room * GoToMeeting, WebEx, TeamViewer * HipChat Productivity: * Google Docs / Drive * Dropbox * MS Office * Apple iWork 🔹 Why Hire Me? ✔ Proven experience with US clients ✔ Cost-effective, long-term support ✔ Strong attention to detail ✔ Reliable, proactive, and deadline-driven ✔ Easy to work with & quick to adapt I am genuinely passionate about contributing to the growth and success of your business and would love to bring my experience, dedication, and innovative ideas to your team. 📩 Let’s discuss how I can support your goals.