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I’m a Technical Helpdesk Specialist with experience supporting telecommunications customers by resolving network, internet, VoIP, and device-related issues remotely. My expertise includes troubleshooting broadband connectivity, configuring ONT/BTU/Residential Gateways, resolving IP networking issues, and managing incidents through ServiceNow and CRM platforms. I enjoy solving technical problems quickly while delivering excellent customer service. My technical skills include: * Technical Helpdesk & Remote IT Support * ServiceNow & CRM Ticket Management * Microsoft 365 Administration * TCP/IP, DNS, DHCP & Wi-Fi Troubleshooting * VoIP Configuration & Troubleshooting * ONT, BTU & Residential Gateway Configuration * Basic Network Diagnostics * Incident & Service Request Management * Remote Desktop Support * Customer Technical Support Why work with me? * Strong analytical and troubleshooting skills * Clear and professional communication * Fast response time * Detail-oriented documentation * Committed to delivering high-quality support I’m available for long-term remote support projects, technical helpdesk, customer technical support, and network troubleshooting. I look forward to helping businesses provide reliable IT support to their customers.

I am interested in working with teams that promote learning while exploring new solutions via the newest tools, platforms and trends. I love understanding the best way to completely automate tasks with the help of technology and knowledge. I am interested in learning more on personal growth and business development. I strive to work efficiently, make the most of my time and sprinkle joy everywhere I am. I believe that providing value helps me live a full life, I see challenges as a way to design better solutions and I am open to be better every chance I get. I am excited to work with teams that solve bigger problems that can be beneficial to more people. SUMMARY OF QUALIFICATIONS ●Over 5 years of experience working directly with Founders and Owners of Companies (AI Company, eLearning, Personal growth, Start ups, Tech companies, Property Management) ●4 years working with Developers in testing Online Platforms, Mobile Applications and Saas ●More than a decade of of solid experience in Customer Experience, Customer Success and Accounts Management B2B and B2C, expertise in Managing Knowledge Base, Process improvement and Retention ●More than 5 years of experience handling Social Media Management and, Support for Webinars, and Online Meetings ●Extensive knowledge in CMS, SaaS for personal and professional use (Atlassian, Mobile Apps Slack, Intercom, Confluence, Google, MS Office, Canva, JIRA, Monday, Zendesk among others) ●4 years of combined solid technical support experience, financial accounts and Chargeback and Dispute management ●2.5 years of Onboarding and Process Trainer in a cross cultural support team including Learning and Development Curriculum design ●2 years Management and Training Experience (including reporting and providing solutions for Finance and Tech Departments, Quality and Risk Management, and system integration) ●1.5 year solid experience on Coaching, Training management, Customer Journey Mapping, (9 departments,) Group session and E-Learning based materials ●4 years in Leadership role for a Digital Marketing/E-learning company, and Start up Company ●Manager for Knowledge Base (Confluence/JIRA), Reviews and Complaints and handles Escalations for VIP clients ●Business Development Expert helping Service Related companies, in transitioning operations from manual operations to using Digital tools, and platforms by providing training and support (Companies include Professional Cleaning companies, Pest control Companies, Property managers, among others)

I'm a Guest Experience & Operations Manager with 2-3 years of hands-on experience running day-to-day operations for short-term rental portfolios. I currently manage 80+ properties across two active roles, overseeing everything from guest communications to maintenance coordination and team support. Platforms & tools I work in daily: Breezeway — maintenance and housekeeping coordination SuiteOp — guest experience and operations management Hostaway — channel management and reservations Quo — guest messaging and phone communications Airbnb, Vrbo, and direct booking channels What I handle: Guest communications: pre-arrival, check-in/check-out, in-stay support, complaint resolution, review management Operations: maintenance scheduling, vendor coordination, house rules enforcement (quiet hours, gathering fees, etc.), damage claim documentation Team coordination: working across owners, cleaners, and maintenance staff to keep large portfolios running smoothly Scale: managing SOPs and consistent guest experience across dozens of units at once, not just single properties I'm looking for a long-term, full-time role where I can bring this multi-property operational experience to a growing team. Experience Guest Experience & Operations Manager Short-Term Rental Portfolio — Remote | March 2026 – Present Oversee daily operations for a portfolio of 30+ luxury vacation rental properties across Florida, ensuring seamless guest experiences and consistent property standards. Manage and resolve Airbnb claims, disputes, and platform-related escalations. Drive client acquisition by identifying and onboarding new property owners to expand the rental portfolio. Coordinate guest communications from first inquiry through checkout, and liaise with vendors and maintenance teams using Breezeway and SuiteOp to schedule repairs and upkeep. Key contributions: Manage guest experience end-to-end across 30+ luxury properties, from booking to review Resolve Airbnb disputes and platform escalations professionally and on deadline Drive new owner acquisition, directly growing the managed portfolio STR Operations & Guest Communications Specialist Multi-Property Vacation Rental Management — Remote | January 2026 – Present Manage a second short-term rental portfolio, bringing total properties under active management to 80+ combined across both roles. Use Hostaway for channel and reservation management and Quo for real-time guest messaging and phone communications across Fort Lauderdale and Key Largo properties. Work cross-functionally with owners, cleaning crews, and maintenance teams to maintain consistent standards at scale. Key contributions: Manage reservations and guest messaging across multiple booking channels in Hostaway Handle urgent guest communications via Quo, including access and maintenance issues Maintain SOPs and message template libraries used across a multi-person operations team Grant Research & Market Research Consultant Nonprofit Consulting Firm — Remote | March 2026 – Present Conduct grant research and market research for a nonprofit consulting firm, building standardized research workbooks that identify funding opportunities for client organizations in the nonprofit sector. Completed formal training through NonprofitReady covering grant seeking fundamentals, grantor cultivation, and nonprofit financial management. Key contributions: Research and verify federal, foundation, and bureau-level funding opportunities with primary-source documentation Build structured research deliverables used directly by grant consultants for client proposals Apply nonprofit financial literacy to assess client funding readiness Additional Professional Background Beyond short-term rental operations, I bring several years of client-facing experience across SaaS, compliance, and business development. This includes leading a team of 20+ in a compliance and sales performance role, managing client onboarding and account success for SaaS platforms, and running full sales cycles from outreach through close. This background gives me strong instincts for client relationship management, CRM systems (Salesforce, HubSpot), team coordination, and process/compliance oversight — skills that translate directly into structured, scalable property operations. Additional skills from this experience: Client onboarding & account management Team leadership & performance coaching CRM proficiency (Salesforce, HubSpot) Compliance and process oversight Full sales cycle management

5 years experience in HelpDesk IT Support, specialise in providing technical support and ensuring smooth IT operations for users across various platform. - Experienced in SaaS companies - Support users on Incidents/Request on common Operating Systems (Mac and Windows) - Troubleshoot Incidents via phone, Zoom, email and chat - Use LogicMonitor for server monitoring and alerts - Basic knowledge in AWS (EC2, S3, EFS, RDS and VPC) - Troubleshooting Microsoft Office 365, Office 365 Admin, GSuite Admin, Okta, Zoom, VPN (Global Protect, Cisco AnyConnect and Netscope) - Troubleshooting Business Application such as Linkdn, Outreach, Slack, SmartSheet, Lucidchart, Confluence, Jira - Performs Onboarding and Offboarding tasks on AD and Okta - Performs equipment orders/replacements. - Tracked customer interactions and insights in a predefined tracking system for continuous improvement. - Well experienced in Customer Service and Sales too Seeking a dedicated expert with meticulous attention to detail and superior problem-solving capabilities? I'm here to help. Contact me to start a successful partnership focused on technical excellence and client satisfaction.