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My objective is to obtain a position where I can maximize my customer relations and problem analysis in a challenging environment to achieve the corporate goals. I have worked as a Tier II Technical Support Specialist for Office 365 and I am confident that I have gathered more knowledge on the following, but not limited to: - Chat Support - Email Handling - Reports Creation - Office 365 - Office 365 Installation - Windows - MS Office knowledge especially in MS Excel & MS Word - Extensive Web Research - Data Entry.

I'm a PMP-certified Project Manager, Agile Delivery Expert, and Workflow Automation Specialist with over 15 years of experience leading complex software, infrastructure, and data projects across fintech, healthcare, eCommerce, and public service sectors. I'm also an Atlassian Certified Jira Administrator and an Expert-Vetted freelancer on Upwork with a 100% Job Success rate. I help teams deliver faster by combining disciplined project execution, Agile coaching, and intelligent automation using tools like n8n, Jira, and the OpenAI API. My work sits at the intersection of three disciplines: ✅ Project Management & Agile Delivery — I've led Agile transformations, coached cross-functional Scrum teams, and delivered programs ranging from post-acquisition technology integrations to federated AI healthcare platforms. Certifications include PMP, PMI-ACP, CSM, CSPO, SAFe 5 Agilist, SAFe 5 Scrum Master, and ICAgile Agile Coaching. ✅ Workflow Automation — I build n8n and Make automations for clients — AI-powered Slack triage bots, CRM integrations, content pipelines, order processing workflows, and more. I connect tools like HubSpot, GoHighLevel, Jira, Slack, OpenAI, Microsoft 365, and Notion into seamless, automated systems. ✅ Atlassian Administration — I'm Atlassian Certified in Jira and experienced with Jira Service Management, Confluence, and Tempo Timesheets. I configure workflows, permission schemes, dashboards, and automation rules to optimize how teams plan, track, and deliver work. Whether I'm managing a 12-workstream post-acquisition integration, standing up a PMO, or automating a client's order pipeline end to end, I bring a people-first, results-driven mindset to every engagement.

Thank you for viewing my profile! I have been a freelancer for 5 years now specializing in ecommerce order processing and customer Support. With my years of experience, my skills have been developed and have been impacted to my clients with 100% satisfaction. I pride myself on being extremely professional and aim to deliver high-quality work with a quick turnaround time. Here's how I can help you with your business but are not limited to 👇👇👇 1️⃣ E-COMMERCE OPERATIONS ✅Ecommerce Platforms ✅Inventory and Order Management ✅Shipping and Logistics ✅Customer Support and CRM 2️⃣ CUSTOMER SERVICE ✅Ticket Management ✅Email Management ✅Knowledge Base and Documentation ✅Social Media and Community Management PLATFORMS AND TOOLS THAT I USE 👇👇👇 1️⃣ FOR E-COMMERCE OPERATIONS -Shopify -Amazon -Wayfair -Houz -Overstock ✅Ticketing-Fresh desk, Zendesk, Gorgias, HubSpot ✅Shipping-FedEx, UPS, Freight club, AIT, AM Trucking, Kuehne+Nagel, Globaltranz 2️⃣ FOR CUSTOMER SERVICE ● Email (Gmail, Outlook) ● Video/communication tools (Zoom, Microsoft Teams, Skype, Slack ) ● Ticketing systems (Fresh desk, Zendesk, Gorgias, HubSpot) ● Documentation tools (Google Docs, Microsoft Office 365) Thank you so much for taking the time to visit my UpWork profile, I hope to work with you soon! Regards, Antony Makau

I provide clear, dependable remote IT and customer support for individuals and small businesses who need everyday technical issues resolved without confusion. My background is in Tier 1–2 technical support, SaaS onboarding, and general IT troubleshooting, with a strong focus on helping non-technical users get back up and running. I work best in live support environments where calm communication, accurate diagnosis, and follow-through matter. I am comfortable handling hardware, software, account access, and connectivity issues, and I document work clearly using ticketing systems such as ServiceNow. What I Help With: • General IT support (hardware and software issues.) • Login, account access, and password recovery (Microsoft, email, SaaS tools.) • Microsoft 365 support and everyday user issues. • Email setup, sync problems, and access issues. • Printer, Wi-Fi, and basic network troubleshooting. • SaaS onboarding and user guidance. • VoIP and softphone setup (Avaya Cloud Office experience.) • Clear step-by-step help for non-technical users. Experience Highlights: • Supported client onboarding and Avaya Cloud Office setups at Innovatia, guiding customers through phones, soft clients, and service configuration while improving response times and customer satisfaction. • Provided hands-on troubleshooting for laptops, printers, user accounts, and basic Active Directory tasks with Agriculture and Agri-Food Canada. • Delivered customer and technical support at Atelka, handling account issues, mentoring peers, and consistently working toward faster, more accurate resolutions. • Currently provide live, on-demand IT support through JustAnswer, helping customers resolve everyday technical problems by walking them through clear, practical steps. If you need reliable IT support, clear communication, and someone who follows through, I am a good fit.