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Versatile Technical Support and Business Development Professional with 7+ years of experience in customer success, technical support, and strategic business growth. I specialize in transforming complex technical challenges into seamless solutions across multiple industries. Key Strengths: - Technical Support & Troubleshooting: Expert in resolving technical issues for mobile, desktop, and enterprise platforms - Customer Success: Proven track record of maintaining high customer satisfaction (92%+ customer satisfaction) - Business Development: Experienced in market expansion, relationship building, and strategic sales approaches - Digital Marketing: Skilled in SEO optimization, email marketing, and creating compelling digital content - CRM & Database Management: Proficient in Zendesk, JIRA, Confluence, and specialized database systems Services I Offer: - Technical Support Consulting - Customer Success Strategy - Business Development Advisory - Digital Marketing Support - Database Management and Optimization - Training and Process Improvement -Transcribing Needs -Website Prototyping and Building Whether you need help streamlining customer support processes, developing business growth strategies, or creating impactful digital marketing content, I bring a comprehensive skill set and result-driven approach to every project. 7+ years working in Zendesk/JIRA resolving tickets at a high rate. 3+ years freelancing for local small businesses doing anything they may need doing on a structural level.

The Two-Second Version: I'm an IT Consultant with 25+ years of hands-on experience across Microsoft, Mac, cloud infrastructure, security operations, and AI-assisted automation. I've managed environments with 1,000+ users and can come up with viable solutions fast — whether it's a single workstation issue or an enterprise-level deployment. Message me for more info! The Long Version: Hello, my name is Joe Coleman. I'm a certified Hardware and Networking Engineer with 25+ years of experience in IT infrastructure, cloud administration, endpoint security, and operational automation. I've built my career on honesty, reliability, and building long-term working relationships with clients. I work across both on-premise and cloud environments and bring enterprise-level experience to every engagement — whether you need a single issue resolved or a full infrastructure overhaul. I have hands-on experience managing Microsoft 365 environments with 1,000+ users, deploying and configuring security tooling, building automation workflows, and integrating AI-assisted processes to reduce manual overhead and improve operational efficiency. I hold a CompTIA Security+ certification and have worked extensively with enterprise security platforms including CrowdStrike, QRadar SIEM, Stellar SIEM, and Microsoft Defender. I'm currently deploying Microsoft Purview for a client environment and staying current with the evolving Microsoft security stack. Services I offer: Operating Systems and Devices Installation and support for Windows, macOS, and Linux Virus cleanup, removal, and remediation Computer diagnostics, speed optimization, and driver management Data recovery and password recovery HyperV setup and virtualization Microsoft 365 and Cloud Administration Microsoft 365 tenant setup, administration, and hardening Intune, Autopilot, MAM, and MDM device management Microsoft Entra ID and Azure AD — user, group, and policy management Conditional Access and MFA configuration SharePoint Online administration, intranet design, and governance Document library redesign using metadata, content types, and views Exchange Online administration and mail migrations (Microsoft 365 and Google Workspace) DNS, SPF, DKIM, and DMARC configuration OneDrive and Teams administration Security and Endpoint Protection Microsoft Defender for Endpoint configuration and monitoring CrowdStrike endpoint detection and response QRadar SIEM and Stellar SIEM administration ManageEngine Endpoint Central — patch management, policy enforcement, remote control Tenant hardening and security best practices CMMC and HIPAA-adjacent compliance environments Automation and AI-Assisted Workflows Power Automate workflows — approvals, notifications, access requests, document reviews PowerShell and PnP PowerShell scripting for administration, cleanup, and automation Batch scripting for endpoint management and repeatable tasks AI-assisted workflow design to reduce manual IT overhead and improve operational efficiency n8n automation platform Server and Infrastructure Windows Server upgrades and migrations Active Directory Services Azure and VMware environment configuration Network infrastructure and remote support IT Leadership and Project Management IT project management and project plan development IT staff supervision and team leadership Procedures development and implementation Organization standards enforcement Critical thinking and problem-solving Time management and prioritization Customer relations and communication Remote workforce support across distributed environments

I’m the person you call when your systems need to stay up and issues need to get handled without slowing down your operations. I provide Tier 1 IT support across Windows systems, POS environments, hardware, and user access, backed by years of customer-facing technical support. I’ve worked in environments where things can’t break. At FedEx and Amazon, I supported device-heavy workflows where downtime impacts operations immediately. At Capital One and Wells Fargo, I worked in regulated environments where accuracy, compliance, and clear processes matter. Now I support businesses remotely in live environments, handling login and access issues, supporting POS systems, resolving hardware problems, and working through tickets in platforms like NinjaOne, Zendesk, Freshdesk, HelpScout, Intercom, and Front. Core Strengths • Tier 1 IT support for users and retail environments • Troubleshooting Windows systems, POS applications, and user access • Hardware and peripheral support (printers, scanners, devices) • Clear documentation and structured ticket handling • Remote troubleshooting with step-by-step user guidance • Maintaining system functionality without disrupting operations I’m not here to just reset passwords. I’m here to keep your systems running, your users supported, and your day-to-day operations moving.

If you're seeking someone with substantial experience and a proven track record in cold calling, lead acquisition, and data entry, particularly within the real estate industry or similar sectors, your search concludes here. With over a decade of practical knowledge, I have successfully generated high-quality leads and achieved notable results for my clients. My extensive background working with clients across the United States has equipped me with the skills to navigate the challenges of converting cold prospects into valuable leads. Among the responsibilities I've undertaken in my capacity as a lead acquisition specialist are: Producing a maximum number of leads within the given list, predominantly focusing on distressed properties. Managing appointments and follow-ups. Initiating outbound calls through a web dialer or application. Cultivating and nurturing relationships with existing prospects to boost sales and foster loyalty. Maintaining comprehensive and up-to-date notes and other pertinent information in CRM or other shared data platforms. Corresponding with customers via email or chat to address inquiries, provide information, and offer assistance with services. Adhering to and adapting scripts effectively. Delivering excellent customer service while upholding a positive and professional demeanor. Utilizing e-commerce platforms, CRM systems, and various sales tools.

I’m an IT professional with over a decade of combined experience providing 𝘁𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝘀𝘂𝗽𝗽𝗼𝗿𝘁, 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲, 𝗵𝗮𝗿𝗱𝘄𝗮𝗿𝗲 𝘁𝗿𝗼𝘂𝗯𝗹𝗲𝘀𝗵𝗼𝗼𝘁𝗶𝗻𝗴, 𝗮𝗻𝗱 𝘀𝗼𝗳𝘁𝘄𝗮𝗿𝗲 𝗰𝗼𝗻𝗳𝗶𝗴𝘂𝗿𝗮𝘁𝗶𝗼𝗻 across a variety of industries. I work comfortably in Windows, Linux, and macOS environments, and I enjoy helping people solve problems quickly and clearly. My approach is simple: understand the issue, communicate clearly, and deliver solutions that actually work. 𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝗸𝗶𝗹𝗹𝘀 & 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 • 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗻𝗴 𝗦𝘆𝘀𝘁𝗲𝗺𝘀: Windows, Linux, macOS • 𝗦𝗼𝗳𝘁𝘄𝗮𝗿𝗲 & 𝗣𝗿𝗼𝗱𝘂𝗰𝘁𝗶𝘃𝗶𝘁𝘆 𝗧𝗼𝗼𝗹𝘀: Microsoft Office (Word, Excel, PowerPoint, Outlook), Google Docs, Adobe Acrobat, OpenOffice, LibreOffice • 𝗛𝗮𝗿𝗱𝘄𝗮𝗿𝗲 𝗦𝘂𝗽𝗽𝗼𝗿𝘁: Troubleshooting, repairing, and maintaining desktops, laptops, servers, motherboards, and peripherals • 𝗕𝗿𝗼𝘄𝘀𝗲𝗿𝘀 & 𝗧𝗲𝗿𝗺𝗶𝗻𝗮𝗹𝘀: Linux & Windows terminals, Chrome, Firefox, Edge, Safari • 𝗗𝗼𝗰𝘂𝗺𝗲𝗻𝘁 𝗪𝗼𝗿𝗸𝗳𝗹𝗼𝘄𝘀: File and document format conversion, PDF handling, and basic HTML familiarity 𝗦𝘁𝗿𝗲𝗻𝗴𝘁𝗵𝘀 • 𝗔𝗱𝗮𝗽𝘁𝗮𝗯𝗶𝗹𝗶𝘁𝘆: My career spans multiple industries and roles, giving me the flexibility to learn new systems and workflows quickly • 𝗣𝗿𝗼𝗯𝗹𝗲𝗺‑𝗦𝗼𝗹𝘃𝗶𝗻𝗴: I have a long track record of diagnosing and resolving hardware and software issues efficiently • 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻: I’m experienced in client‑facing support, student assistance, and team collaboration, always keeping communication clear and respectful 𝗪𝗵𝗮𝘁 𝗜 𝗕𝗿𝗶𝗻𝗴 𝘁𝗼 𝗬𝗼𝘂𝗿 𝗧𝗲𝗮𝗺 I’m looking for a role where I can apply my technical background, support users effectively, and contribute to a company’s success. Whether you need help with 𝗿𝗲𝗺𝗼𝘁𝗲 𝗜𝗧 𝘀𝘂𝗽𝗽𝗼𝗿𝘁, 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲, 𝘁𝗿𝗼𝘂𝗯𝗹𝗲𝘀𝗵𝗼𝗼𝘁𝗶𝗻𝗴, 𝗱𝗼𝗰𝘂𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻, 𝗼𝗿 𝗴𝗲𝗻𝗲𝗿𝗮𝗹 𝘁𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗮𝘀𝘀𝗶𝘀𝘁𝗮𝗻𝗰𝗲, I bring patience, professionalism, and a commitment to continuous learning. If you’re looking for someone reliable, detail‑oriented, and easy to work with, I’d be glad to support your project or team.

✅ Proven expertise with 7 years of experience in customer and technical support with precision. ✅ Hands-on experience using customer support and project management software and applications. ✅ Exceptional communication skills and the ability to work independently or collaboratively. ✅ A proactive and dedicated support and technical partner invested in your success. ✅ AI Prompt Engineer Are you overwhelmed and in need of assistance? It might be challenging to find the proper Customer Support Specialist, Technical Support Specialist or Virtual Assistant. I am a proactive learner with a broad knowledge required for customer and technical support. I specialize in providing tailored solution to help support your business achieve efficiency and growth. Here is how I can help: ✔Customer Service / Support (Inbound /Outbound Customer support calls) ✔ Technical Support ✔Virtual Assistant ✔ Business Process Automation ✔ Project Management and Team Coordination ✔Calendar Management / Appointment Setting - Calendly ✔Manual Typing / Data Entry ✔Superior attention to details, deadlines, and accuracy of work ✔Voice talent/over Artist ✔Multitasking / Time Batching ✔Other Administrative Support tasks… Some Technical Proficiencies: ✔Google Suite, Microsoft Office ✔CRM / project management tools - Hubspot, Zendesk, Asana, Slack, Hubstaff, Gohigh level (GHL), Calltools, Trello, Zoiper, Salesmate, Pipedrive, Monday.com, Airtable, DocuSign, Resimpli, Green Rope, Zapier, ZOHODESK Whether you are a busy entrepreneur or a start-up business, I am here to handle the details so you can focus on the bigger picture. Let us discuss how I can add value to your projects. I am available to work part-time or full-time, depending on your needs. I am flexible with time zones and deadlines.