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Is your hair on fire? I specialize in relationships with my customers. I understand the issue quickly and work to resolve your computer problem in short order. Contact me for your remote computer servicing, systems administration, conferencing setups, security audits, virus prevention, podcast setup, audio upgrades and more. Experienced Computer Support Specialist that has been in the business for numerous years. Comptia A+, Server+, Network+, Security+, Cisco CCNA, CCNA/Voice, CCNA/Wireless, Microsoft MCP, MCDST, MCTS, MCITP, and MCSA Certified in Microsoft Windows 7, 8, 10, Server 2008, Server 2012, and Server 2016. I have built custom desktops and I have serviced various desktops, laptops, and smartphones that have been released. Well-versed in the technological sector. Very knowledgeable and always give clear verbal answers to all questions. Reliable service and support. Customer satisfaction always key.

Over 30 years of contact center experience. Pivotal participant in many large contact center design and migration efforts. Cisco UCCE and Avaya are the best examples. Lately lots of 3CX,FreePBX and Asterisk assignments. Almost every call center change or migration requires a new recording. All of the recordings can be in the same voice making for a better user experience. We have invented a new scenario that allows us to provide our clients a Google TTS methodology. If the client can provide the text, we can turn the recordings around in very short order. We can do English, Spanish and many other languages. This is a very exciting technology shift that allows us to make the new recordings in minutes at at a very affordable price.

Sr. Network Engineer | MSP Owner | Wi‑Fi Design (Ekahau) | Microsoft 365 | VoIP | CCTV I’m a Senior Network Engineer with 15+ years of hands‑on experience installing, configuring, monitoring, and troubleshooting network infrastructure across medical, financial, hospitality, retail, and airline environments. I bring a rare mix of deep technical skill, field experience, and calm, professional communication—especially during high‑pressure cutovers and outages. As the owner of Zorro Link LLC, I support multi‑site businesses across California with enterprise‑grade network engineering, structured cabling, Wi‑Fi design, Microsoft 365 email deployments, VoIP systems, and security camera installations. Core Strengths Network installation, configuration, and troubleshooting Wi‑Fi design & validation using Ekahau Microsoft 365 email setup, migration & administration VoIP deployment (3CX, PBX, SIP, CUCM) System migrations & integrations Reporting, documentation, and client communication Backup, failover, and continuity solutions Calm, patient problem‑solving during critical incidents Network Engineering & Infrastructure Set up and configured routers, switches, firewalls, servers, and workstations Assisted remote teams with successful corporate network cutovers Tested and activated LAN/WAN circuits, broadband, and fiber connections Installed and supported Cisco, HP, Dell, Fortinet, SonicWall, UniFi, Aruba, Juniper Performed structured cabling, cable management, and rack‑and‑stack deployments Wi‑Fi Design & Ekahau Ekahau heatmaps, predictive design, and onsite validation AP placement, RF optimization, and interference mitigation Indoor/outdoor Wi‑Fi for warehouses, hotels, restaurants, and offices Microsoft 365 & Email Services Microsoft 365 tenant setup, domain configuration, DNS, MX/SPF/DKIM/DMARC Email migrations (IMAP, Exchange, Google Workspace → M365) User provisioning, security policies, MFA, and device management VoIP & Telecom 3CX, PBX, SIP trunking, CUCM, and VoIP endpoint configuration Network readiness testing for voice quality VLANs, QoS, and call‑flow optimization CCTV & Security Systems 10+ years installing IP cameras, encoders, DVR/NVR systems, surge protection Running analog/digital cabling, conduit, and structured pathways Camera mounting, NVR setup, and remote monitoring configuration Additional Technical Experience POS installation, PIN pad upgrades, pairing/IP configuration Media player installs, AV setups (100”–120” laser projectors) Gateway controllers, sensor calibration, freezer/restaurant IoT systems Decommissioning outdated equipment and documenting new deployments

I am an IT professional with experience in several domains. I work approximately 25 hours per week for a manufacturing company, managing infrastructure, and allocate time to honing my skills within the freelance market. One of the managers I have worked with calls me a "Truffle Pig" meaning I enjoy rooting out problems and finding solutions. "Let's transform your IT challenges into opportunities. Message me to begin the conversation!" Key Skills: IT Infrastructure Management Cloud Deployment (VMWare, Hyper-V) Network Engineering (Cisco, EMC) Systems Administration (Windows & UNIX) Project Design & Implementation Troubleshooting & Problem-Solving Below is an overview of my background and experience. I provide services as an IT Systems and Network Engineer and Administrator. With over 29 years of experience spanning a wide range of skills, including project design and implementation, I have experience working in both Windows and UNIX environments. My background covers general IT knowledge, with ongoing efforts to expand my skillset. I have worked with various vendors, particularly those specializing in medical and enterprise systems. My experience includes troubleshooting, research, and providing support across different teams. Project Highlights: • Led deployment of private cloud and IT system upgrades; served as subject matter expert. Functioned as Systems/Network Administrator for a public health district hospital, responsible for setup, automation, and monitoring of a private cloud environment. • Managed transition from legacy systems to new infrastructure; deployed and administered monitoring and management systems; handled special projects, including testing and deploying new systems, addressing longstanding issues, and overhauling monitoring and asset tracking systems. Oversaw transitions to a High Availability “A side/B side/C remote BDR” Data Center design, resulting in improved system reliability and reduced manpower needs. • Served as consultant for a public health district hospital to deploy a private cloud. • Deployed and configured a private cloud based on Cisco UCS/EMC VNX/Hyper-V/VMWare VSPEX reference platform for a regional hospital. Collaborated with employees and vendors to complete the project and was later retained to improve existing IT systems (including SNMP monitoring, Syslog, Helpdesk, security, and maintenance automation). These changes enhanced network reliability and reduced management effort. • Managed cloud-based application development projects as project manager and technical lead. • Acted as Systems Administrator/Engineer for deployment and integration of cloud-based applications with mobile and local systems. Researched, selected, and integrated cloud-based products to create an IT services management solution using Autotask, N-Able, QuickBooks, StoreGrid, and Channel Online for an MSP provider. The final implementation addressed quoting, ticketing, purchasing, billing, and time management, involving collaboration with consultants and technicians for integration and training. • Oversaw replacement of existing PACS/RIS solution with RAMSoft PACS/RIS solution. • Coordinated with multiple vendors and providers to facilitate hardware removal and installation, as well as software integration across eleven vendors. Completion occurred on schedule and within budget, with minimal impact on office operations. Managed HIPAA meaningful use EMR and specialty procedure management system upgrades and deployments. • Led upgrade and deployment of multiple VMWare server solutions for specialty medical offices. • Solutions incorporated various hardware and software, such as Windows Server, Small Business Server, SQL, Linux, VMWare, Proxmox, Cisco hardware, Qnap, HP, Dell, and StoreGrid. Supported medical software including GE Centricity EMR and Practice Management, GMed GGastro, Maximeyes, Paragon among others. Determined optimal upgrade paths, reducing project costs while meeting client requirements. Utilized VMWare and redundant servers to reduce costs by more than 30%, maintaining performance and reliability. Delivered a complete solution with email server and backup/disaster recovery at lower cost compared to competitor estimates. Identified and addressed key performance bottlenecks to ensure responsive, reliable local and offsite backup and disaster recovery systems.

I build customer success systems that have driven $5M+ in revenue impact and lifted client retention to 94%+, protecting revenue and reducing churn at any volume. As the owner of my own consulting practice, I understand the operational reality of running a business firsthand, which means I build systems that work within real budget and bandwidth constraints, not theoretical best practices. Proven Results: ➢ $5M+ Total Revenue Impact: Spearheaded client success, account expansion, and retention strategies, engineering a $2M revenue surge at Rhithm and driving 25% revenue growth through strategic portfolio management. ➢ Efficiency at Scale: Designed a 90-day roadmap that enabled 25% top-line growth with near-flat headcount (expanding the team by only one member), while concurrently lifting Net Promoter Score (NPS) by 15%. ➢ Massive Portfolio Retention & Expansion: Revamped enterprise customer models for 165 enterprise clients to accelerate Net Revenue Retention (NRR) from 100% to 110% and elevate client retention to 94%. ➢ Solution Engineering: Partnered with Product and Engineering to design 5 technical solutions that resolved severe product gaps, immediately saving $1M+ in at-risk Annual Recurring Revenue (ARR). Core Competencies: Strategic Leadership: Executive Relations & Partnership Building | GTM Strategy | Coaching & Mentorship Operational Excellence: Process & Workflow Improvement | Change Management | Cross-Functional Alignment | Revenue & Churn Forecasting | Team Building & Leadership | Business Transformation Customer Success & Enablement: NRR Optimization | Customer Experience Optimization | Voice of the Customer (VoC) Integration | Client Attrition Reduction What I specialize in: - Customer onboarding design — structured, documented journeys that reduce time-to-value and lower early churn - Health scoring and churn prevention — early-warning models, risk segmentation, and re-engagement campaigns - CRM setup and hygiene — HubSpot, Zendesk, FreshWorks, Intercom, Airtable; workflow automation and pipeline management - Account management and QBR facilitation — translating usage data into client-facing ROI narratives - Playbook and SOP development — support documentation, escalation paths, and knowledge base builds - AI-assisted support optimization — bot training, knowledge base refinement, resolution rate improvement - Cross-functional alignment — coordinating between CS, Product, Engineering, and coaching teams to resolve client-impacting issues - Team development and performance management — hiring, coaching, and rebuilding CS teams around modern standards Industry experience: SaaS | Coaching & Career Development | Travel & Leisure | K-12 EdTech | HealthTech | NFT / Web3 | IT / Systems Administration Tools and platforms: GoHighLevel | Salesforce | HubSpot | Zendesk | FreshWorks | Intercom | Airtable | Slack | Skool | Zapier | n8n | Notion | Google & Microsoft Suite | AI Support Bots | Claude Code If you need someone to come in, assess what's broken, build what's missing, and get your clients to a place where they're not just staying, they're expanding, let's talk!

Top-Rated, Expert-Vetted VoIP & AI Voice Automation Engineer with 20+ years of experience designing high-availability telephony systems and AI-powered phone agents that handle real conversations in real time. I help businesses modernize how they handle inbound calls by replacing outdated IVRs and manual call handling with natural, efficient, AI-driven voice interactions. Whether you need to automate customer support, qualify leads, route calls intelligently, or integrate voice systems with CRMs and internal workflows, I can architect and deploy the end-to-end solution. Core Specialties • AI Phone Agents (LLM + STT + TTS) with barge-in, memory, and real-time context switching • Asterisk / FreePBX / Kamailio / RTPengine architecture, scaling, and troubleshooting • SIP trunking, call routing, failover, load balancing, SBC architecture • SMS/MMS integration and automated messaging workflows • Linux, AWS, secure network design, and HA deployments • Custom APIs, CRM integrations, call event webhooks, and data pipelines What I Deliver • Voice agents that sound natural and respond instantly • Call flows that handle interruptions and human behavior (not just scripts) • Seamless integration with business applications (CRM, billing, scheduling, etc.) • Reliable, secure, production-grade VoIP environments • Clear documentation, long-term maintainability, and zero vendor lock-in Experience Highlights • Developed high-availability telephony infrastructure at TeleConnx Inc. • Built privacy-focused communication platforms for Mecca Hosting, Inc. • Created enterprise-grade AI voice automation for Nomo • Led development engineering efforts supporting mission-critical systems at Lockheed Martin • Managed large-scale Linux server fleets and network operations at IBM I work efficiently, communicate clearly, and always deliver solutions that are fast, reliable, and built to scale. If you have a complex or time-sensitive project, I’m the engineer you want on it. If you’re looking to: • Add AI intelligence to your phone system • Replace manual call center interactions • Improve reliability, routing logic, or call quality • Integrate voice + SMS + automation into a single workflow • Or rescue a failing telephony deployment Let’s talk — I can help.