I’m a Helpdesk Specialist & Network Admin with expertise across Microsoft enterprise platforms, endpoint security, remote support, and system optimization. Adept at resolving complex IT issues, managing cloud infrastructure, and ensuring secure, stable IT operations. Let's connect to explore how I can support your team’s success. ElasticIT – Level 2 Helpdesk & Network Administrator Experienced in managing multi-tenant IT environments, delivering enterprise-level support, and securing endpoint systems. Handled full Microsoft ecosystem administration (Entra ID, Exchange, Defender, Intune, Azure), along with remote support, ticket management, and cloud infrastructure. Key Responsibilities: • Client IT Management: Administered infrastructure for multiple clients, optimizing endpoint performance and user environments. • Microsoft 365 & Azure Administration: Managed licensing, mailbox policies, conditional access, Exchange Online, and Defender Security Center. • Threat Monitoring: Used Huntress and Microsoft Defender to detect, isolate, and remediate security incidents and unauthorized access attempts. • Remote Troubleshooting: Delivered live support via IMMY, ScreenConnect, and HaloPSA, including advanced diagnostics for CPCs, VPNs, and RDPs. • Software & License Management: Used CIPP and Sherweb to deploy licenses for M365, Adobe, ActiveTrak; ensured compliance and optimized software access. • Printer Management: Deployed and supported printers using Printix, configured drivers, and managed cloud printing solutions. • Unified Communications: Administered RingCentral and Microsoft Teams, managing numbers, call flows, voicemail, and restrictions. • Network Monitoring & Outages: Used Uptime to track WAN health, escalate incidents, and minimize downtime. • Device Management: Enrolled and configured devices through Intune, Apple DEP, and Windows Autopilot. • VPN & Secure Access: Supported Cisco AnyConnect, enforced tunneling security policies, and managed endpoint connectivity. • ITSM & SLA Compliance: Resolved incidents within SLA targets using Halo, maintaining documentation and escalation workflows. Infinite Computing Technologies – Level 2 Help Desk IT Technician Key Responsibilities: * Provided IT support for desktops, laptops, servers, printers, and network devices in healthcare settings * Skilled in Windows XP–10 and Microsoft Office applications (Word, Excel, PowerPoint, Access) * Installed and maintained wired/wireless networks and on-prem servers; handled structured cabling * Supported dental and medical software like Dentrix, Eaglesoft, Open Dental, and EMR/EHR systems * Diagnosed and resolved helpdesk tickets efficiently; escalated complex issues as needed * Delivered prompt, professional support with strong client communication * Managed multiple tasks independently while meeting deadlines * Able to lead and support junior techs in deployment pro American Financial Network – IT Support Specialist Focused on user access, Exchange, and remote support. Ensured uptime, security, and account integrity across internal systems. Key Responsibilities: • Managed Active Directory accounts, security groups, and access provisioning. • Handled Microsoft 365 licensing, mailbox setup, Exchange Online troubleshooting, and quota increases. • Approved software installs and performed system diagnostics via GoToAssist. • Supported Azure Cloud Infrastructure and remote desktop provisioning. • Diagnosed VPN issues and enforced secure access using Cisco AnyConnect. • Investigated outages and escalated system failures within SLA terms. Tools Used: ZoHo Desk, GoToAssist, Microsoft Azure AD, Exchange Admin Center, Active Directory Domain Services (AD DS). Fidelity National Financial (FIS Global Solutions) – IT Service Desk Analyst Provided enterprise IT support and incident response across a large infrastructure using ServiceNow and enterprise security tools. Key Responsibilities: • Delivered Tier 1 & 2 support via ServiceNow, Avaya, and 8x8 for 2,000+ users. • Managed IAM tasks in Active Directory, Oracle IAM, and Citrix Virtual Apps. • Handled credential resets, MFA, and key fob authentication (RSA SecurID). • Responded to P1/P2 incidents, coordinated with L2/L3 teams for critical outages. • Deployed software and performed remote troubleshooting via Bomgar. • Maintained SLA compliance and ensured timely ticket resolution. Tools Used: ServiceNow, Norton Security, RSA SecurID, Azure AD, Citrix Workspace, Cisco AnyConnect, Bomgar, Avaya, 8x8. Technical Skills: • Microsoft 365 Admin | Azure | Intune | Exchange Online | Defender | Entra ID • Active Directory (On-Prem & Azure AD) | VPN (Cisco AnyConnect) | Printix • CIPP | RingCentral | Microsoft Teams | ScreenConnect | IMMY | HaloPSA • Software Deployment | Endpoint Security | Remote Desktop | SLA Compliance • ITSM (Halo, ServiceNow, ZoHo) | Remote Tools (Bomgar, GoToAssist) • Network Monitoring (Uptime) | Cloud PCs (CPC) | RDP | MFA & SSO

I'm a Microsoft 365 specialist and Systems Administrator with 10+ years of experience. I founded ProTechStrategies around two core beliefs: security should be accessible to every business, and SMBs deserve the same level of M365 expertise that enterprise organizations rely on. M365 is a powerful platform that goes far beyond email, offering built-in security, device management, identity protection, and more. Most SMBs never fully tap into what they're already paying for. ProTechStrategies bridges that gap by helping businesses maximize and optimize their licensing and features from day one. I work with clients across the full scope of M365 and Azure administration: new tenant setup, email migrations, Entra ID, Intune endpoint management, Conditional Access, and security hardening. If it lives in M365 or Azure, we handle it. I've worked across environments of all sizes, from small teams to organizations with 2,000+ users, handling everything from helpdesk to escalations, identity migrations, device management, cybersecurity, and compliance. I understand both the technical side and the real-world impact on the people using these systems every day. Whether you need a tenant built from scratch, a migration done cleanly, or an existing environment locked down and optimized, ProTechStrategies focuses on doing it right the first time. Whether you're starting fresh or optimizing what you already have, send a message and let's talk about what ProTechStrategies can do for you.

Hi, I’m Jonathan Nieves, a bilingual IT and cybersecurity specialist with experience in automation, and tech support. With a background in government and private tech sectors, I deliver reliable, secure, and results-driven solutions. Whether you need a new automation system setup, web design, or just a simple translation I bring clarity, professionalism, and long-term value to every project. Let’s connect! Pleasure to connect with you! I’m Jonathan Nieves. Most clients choose to work with me because of my technical precision, calm professionalism, and ability to simplify even the most complex problems into clear, actionable steps. I’ve spent the last several years building my career in IT, and automation; First in the U.S. Army, and later at a private tech firm. I’ve gained hands-on experience with everything SaS tools to hardware troubleshooting. Now, I work independently, combining my technical background with a passion for helping businesses grow. I provide bilingual (English & Spanish) support in areas such as: Automation implementation IT Consulting / Services Google Workspace/GBP Management When working with me on Upwork, you’ll get reliable, honest communication, on-time delivery, and results that align with your goals. Whether it’s improving your site’s security, creating secure automated workflows, or adapting your content for a broader audience. I do this work because I truly enjoy solving problems, learning continuously, and building systems that just work. My mission is to build long-term partnerships based on trust, and consistency. Looking forward to helping you make your next project a success. Let’s connect and explore how I can support your goals. Best regards, Jonathan P.S.: If your project doesn’t fall directly under the categories above, don’t worry, I’m always open to new challenges and love expanding my skill set. If it’s a smart fit for both of us, I’m all in.

🥇 Technical Customer Support Specialist & Product Manager ✅ Proven Success in 15+ Projects Are you searching for a Technical Customer Support Specialist with a wealth of hands-on experience in web development and product support? Look no further! With 5 years in the field and a robust skill set, I offer a unique blend of technical expertise and a customer-centric approach tailored to your project's needs. Key Skills & Expertise: 💻 Technical Customer Support: Zendesk, Intercom, Freshdesk, Jira Microsoft Office, M365, G Suite, Trello, Slack Zoom, Loom, Shopify, WordPress 🌐 Web Development & Tech Support: JavaScript, TypeScript, React.js, Node.js PHP, Python, TailwindCSS, Material UI Git, Github, VS Code, Figma, Jenkins, Docker Bitbucket, Linux, AWS Cloud Email Server, DNS Management, DDoS Mitigation Nameserver, Version Control, Debugging, Error Troubleshooting 🚀 Delivering Exceptional Results: I specialize in providing comprehensive technical support while leveraging my web development skills to ensure your online presence is not only functional but also optimized for peak performance. From deploying projects on AWS to maintaining websites with a 99.99% uptime, I am dedicated to delivering outstanding results. 🌟 Proven Track Record: Having completed over 15 projects, my commitment to excellence extends to both customer satisfaction and technical proficiency. My soft skills, including strong communication, analytical thinking, and effective problem-solving, further enhance my ability to deliver a seamless and positive experience for clients. Choose me for your next project, and benefit from a seasoned professional who understands the intricate balance between technical prowess and customer satisfaction. Let's collaborate to elevate your technical support and web development initiatives to new heights!

I am a Top-Rated Plus Network and System Engineer with over 20 years of experience delivering secure, modern, and reliable IT solutions for global clients. I’ve completed 100+ successful projects on Upwork with a strong focus on Microsoft 365, Intune, Azure Virtual Desktop, Windows Servers, VMware, Cyber Security and enterprise infrastructure modernization. I work with MSPs to migrate, secure, and manage their Microsoft and hybrid environments, whether in the cloud, on-premises, or MSP-managed. My key areas of expertise include: Microsoft Intune & Endpoint Management: Device enrollment (Windows, iOS, Android), compliance and configuration policies, Conditional Access, Autopilot, and MAM for BYOD. Microsoft 365 & Exchange Online: Tenant setup, migration, hybrid Exchange, mail flow, and Teams/SharePoint/OneDrive configuration. Azure Virtual Desktop (AVD): Pooled/personal host pool setup, FSLogix profile containers, Azure AD Join, image management, and scaling optimization. Active Directory & Windows Server: Domain Services, Group Policy, DFS, replication, DHCP/DNS, and authentication. Networking & Security: Deployment and management of Cisco, Meraki, Sophos, SonicWall, and FortiGate firewalls. VMware & Hyper-V: Virtualization, HA/Cluster configuration, resource optimization, and backup strategy. MSP Tools & Operations: Experienced with Datto RMM, Axcient, ConnectWise, Kaseya, Continuum, and other managed services platforms. 🏆 Certifications & Qualifications Microsoft Certified Solutions Expert (MCSE) Microsoft Azure Administrator Cisco Certified Network Professional (CCNP) | CCNA | CCIP | CCVP VMware Certified Professional (VCP) StorageCraft Certified Engineer B-Tech in Computer Science

✅ Online/Working Timing is According to USA TimeZone (2:00 PM to 9:00 PM) 🇺🇸 ✅ Email Deliverability (SPF/DKIM/DMARC/BIMI Records Setup/Configuration) ✅ DNS Configuration (BIND/PowerDNS/Route53) ✅ Linux/Windows/Synology DSM Servers Administration ✅ Cloud (AWS, GCP, DigitalOcean, RackSpace) Administration ✅ Hosting Panels: WHM/CPanel, Plesk, HestiaCP, InterWorx, Virtualmin/Webmin ✅ Hypervisor: VMware ESXi/Workstation, VirtualBox, KVM, OpenVZ, XEN, HyperVM, Proxmox ✅ MTA & MUA: Postfix, Dovecot, Sendmail, Zimbra, Horde, RoundCube, AtMail ✅ Apache / Nginx / Lighttpd / LiteSpeed ✅ MySQL / MongoDB / MariaDB / PostgreSQL / MS SQL Server ✅ Server Based Security : IPtables, CSF/APF, Fail2Ban ✅ VMware ESXi, VSphere Client, VConverter, VCenter ✅ VPN: WireGuard/OpenVPN Setup and Configuration ✅ DevOps ✅ Docker ✅ Kubernetes ✅ Windows Server 2022/2025, Windows 10/11 ✅ Microsoft IIS 8/10 & Ms Exchange Server ✅ Removal of (Malware's/Viruses) from Websites ✅ Cisco Routers/Switches ✅ Cisco VPN, Cisco Firewall, Wireless Router ✅ MAC OSX ✅ Virtual Assistant

I help companies turn complex products into clear documentation, scalable knowledge bases, and strong technical content. With 5+ years of experience, I’ve worked with 40+ companies across SaaS, B2B software, fintech, AI, robotics, EdTech, compliance, and operations-heavy products. My work spans both documentation systems and technical content writing, from knowledge bases, API docs, onboarding guides, and internal SOPs to technical blogs, product explainers, whitepapers, and thought leadership articles. Today, documentation does more than inform users. It also shapes how AI agents, copilots, chatbots, semantic search systems, and LLM-powered assistants understand your product. That’s why I focus on content that is clear for users, useful for teams, and structured well enough for AI systems to retrieve from reliably. What I help companies with User onboarding - helping users get set up and reach value faster Feature adoption - making key capabilities easier to understand and use Help centers and knowledge bases - reducing support load through stronger self-service API and developer documentation - making integrations easier to implement Internal documentation - SOPs, workflows, runbooks, and operational guides Technical blogs and articles - useful content for developers, technical buyers, and product users AI-powered support systems - improving retrieval quality for chatbots and support agents Why clients hire me I build systems, not just pages. I create structured knowledge systems that are easier to use, maintain, and scale. I can write for both users and technical audiences. That includes user guides, API docs, developer references, technical blogs, and product explainers. I make technical content useful, not bloated. Whether it’s a knowledge base article or a long-form blog, my goal is the same: make it clear, practical, and worth reading. I make documentation AI-ready. I help companies structure documentation so tools like Intercom Fin, Mintlify AI, Claude, Cursor, Codex, and other agent-based systems can retrieve and use knowledge more accurately. That often includes improving: Information architecture Structured Markdown Workflow documentation Troubleshooting paths Retrieval-friendly FAQs Machine-readable layers such as llms.txt, skill.md, and other agent-friendly documentation patterns Platforms and tools I work with Documentation / KB Platforms: Zendesk, Intercom, Mintlify, Confluence, GitBook, Document360, Freshdesk, Notion, Help Scout, Guru, Zoho Desk, Eniston, Helpjuice AI / Support Tools: Intercom Fin AI Agent, Zendesk AI, Freshdesk Freddy, semantic search systems, AI-assisted retrieval workflows Technical / Workflow Tools: Markdown, JSON, API documentation workflows, Git-based docs, Google Docs, Canva, Loom, screen recording tools Highlights of my experience I’ve helped companies such as McCain Foods, Phonely, Alternative Payments, Aragorn AI, Energy Robotics, Neword, ENTR Technologies, MenuLogic K12, Solaris Offgrid, Venue Smart, Qonnect, Compliance Scorecard, CodeRabbit, Stream, EloqData, and Cline. Examples of my work: 1. Phonely - built and maintained documentation for workflows, integrations, AI systems, and API usage; structured docs for both users and AI agents 2. Alternative Payments - led a multi-department documentation migration from Google Drive to GitBook across Finance, Sales, Customer Success, and Technical teams 3. Neword - created the Intercom knowledge base from scratch and helped train and optimize Intercom Fin AI Agent through simulations, response reviews, and knowledge gap fixes 4. Solaris Offgrid - worked as a Technical Support Engineer and Technical Writer, owning onboarding docs, support guides, troubleshooting content, and API documentation 5. CodeRabbit, EloqData, Stream, and Cline - wrote technical content covering software development, APIs, DevTools, AI workflows, and product education Services I offer Documentation & Knowledge Bases Help center creation and restructuring Knowledge base architecture User guides and onboarding flows Internal SOPs and runbooks API & Technical Documentation REST API documentation SDK and developer guides Integration and workflow documentation Release notes and technical updates Technical Content Writing Technical blog posts Product explainers Thought leadership content Whitepapers and technical articles AI-Ready Documentation Documentation structured for AI retrieval Support content for chatbots and agents Knowledge base optimization for self-service and AI support If you need someone who can create documentation, knowledge systems, API docs, and technical content/articles that actually helps people understand and use your product, I can help. Let’s turn your product knowledge into something clear, useful, and scalable.

YOUR WEBSITE SHOULD DO MORE THAN LOOK GOOD Most websites look good. Very few generate leads, build trust, and convert visitors into customers. That's where I come in. I help businesses create premium WordPress websites that combine strategic design, user experience, and technical excellence to deliver measurable business results. With more than 20 years of experience and over 500 successful website projects completed, I work with businesses that want more than just another website—they want a powerful digital asset that supports growth, generates enquiries, and strengthens their brand. What I Do • Custom WordPress Website Design • WordPress Development (Elementor Pro, Gutenberg, Custom Builds) • Website Redesigns & Modernisation • WooCommerce & Catalogue Websites • Landing Pages & Conversion Funnels • SEO-Ready Website Development • Website Speed & Performance Optimisation • Branding & Visual Identity Design • Website Maintenance & Ongoing Support Why Clients Hire Me I don't just build websites. I help businesses answer critical questions: Why aren't visitors converting? How can we create more trust online? How do we stand out from competitors? How can we generate more qualified leads? Every project is built around the user journey, conversion strategy, and long-term scalability. My Team When you work with me, you gain access to a boutique digital team: Karla – Strategy, UX, Design & Project Leadership David & Marlin – WordPress Development & Technical Implementation Derek – SEO & Digital Marketing This collaborative approach allows us to deliver agency-level quality with the responsiveness and personal attention of a dedicated partner. What You Can Expect ✔ Conversion-focused design and user experience ✔ Mobile-first, responsive development ✔ Fast-loading, SEO-friendly websites ✔ Clean, scalable WordPress builds ✔ Easy-to-manage backend systems ✔ Clear communication and regular progress updates ✔ Reliable post-launch support Experience Across Multiple Industries Healthcare • Professional Services • Hospitality • Tourism • Construction • Manufacturing • Nonprofits • Legal • Education • Technology • Ecommerce Why Work With Me ✔ Top Rated Plus Freelancer on Upwork ✔ 500+ Successful Projects Delivered ✔ Long-Term Client Relationships ✔ Strategic Thinking Combined with Technical Expertise ✔ Focus on Business Outcomes, Not Just Design If you're looking for a website that not only looks professional but actively supports your business goals, I'd love to discuss your project.

Ready to turn chaos into clarity and emails into efficiency? Gear up—your productivity just met its new right-hand man: ME. Let’s get to work. 💪 🧠 Why I Am Your Best ASSET 🌟 Customer Support Pro Delivering top-tier service with empathy, speed, and problem-solving precision—across email, chat, and voice support. 📊 Crypto Support Specialist Guiding users through wallet setups, transaction issues, and platform navigation with a deep understanding of blockchain basics and digital security. 🦾 Tech-Savvy Creative Combining design thinking with technical know-how to create engaging content, intuitive interfaces, and streamlined processes. 💻 SaaS & Software Support Experienced in SaaS platforms like Discord, providing user onboarding, configuration, and community management. Skilled in software troubleshooting for Norton and Bitdefender, handling installation, updates, threat resolution, and customer education. 📑 Wills & Probate Support Specialist Experienced in preparing legal documents, supporting attorneys, and ensuring clients understand estate planning, probate, and trust processes. 🩺 Medical Support Knowledge Handling sensitive patient inquiries, data entry, appointment coordination, and insurance verifications in HIPAA-compliant environments. I assisted with preparing and submitting necessary forms, tracking deadlines, organizing lab data, and communicating with accreditation bodies to ensure full compliance with COLA (Commission on Office Laboratory Accreditation) and CLIA (Clinical Laboratory Improvement Amendments) requirements. I also supported labs in maintaining performance accuracy through API proficiency testing coordination, helping streamline workflows and reduce audit risks. 🌐 Web Design Skills Designing and maintaining user-friendly, responsive websites with a focus on functionality, layout, and client branding using tools like Wix, or Shopify. 🔧 Troubleshooting Master Diagnosing hardware/software issues, resolving connectivity problems, guiding users through system errors—always with a calm, clear approach. 🧰 Tech Stack & Tools Proficiency 💬 Communication & Collaboration Slack Flock Microsoft Teams WhatsApp 🧑‍💼 HR & Workforce Management Workday Avaya 🛠️ Customer Support Platforms Intercom Zendesk Freshdesk JivoChat 📈 CRM & Sales Tools HubSpot Infinity Pipedrive 💳 Financial & Verification Tools Decision Logic Ninja Edge 🌐 Website & eCommerce Platforms Wix Shopify 📊 Productivity Tools Microsoft Excel 🖥️ Remote Access & IT Support TeamViewer AnyDesk 🧪 Clinical & Laboratory Standards CLIA (Clinical Laboratory Improvement Amendments) COLA (Commission on Office Laboratory Accreditation) API (American Proficiency Institute) 🟢 You should collaborate with me to achieve your perfect day, so 𝘾𝙇𝙄𝘾𝙆 "𝙃𝙄𝙍𝙀", send an 𝙄𝙉𝙑𝙄𝙏𝙀 or an 𝙊𝙁𝙁𝙀𝙍 on Upwork.

I simplify complex Microsoft 365, Entra ID, Azure, and Intune environments. With over 10 years of experience and advanced certifications like SC-100, MS-102, and Microsoft Certified Trainer (MCT), I provide secure, compliant, and efficient cloud and endpoint solutions tailored to modern businesses. 🔹 Expertise Highlights ✅ Microsoft 365 & Exchange Online Tenant configuration, email/domain migrations, Office 365 setup and troubleshooting Deliverability improvement (SPF, DKIM, DMARC) Spam filtering, header analysis, alias routing, and DNS via GoDaddy ✅ Microsoft Intune & Endpoint Management Intune MDM/MAM, Autopilot deployment, Conditional Access policies Apple/Windows/Android/macOS device support via JAMF, Defender, and Entra ✅ Azure & Entra ID Azure AD, Entra ID identity management, Conditional Access, SSO (Okta, ADFS) Hybrid/cloud server migrations, VM provisioning, federation services ✅ Security, Compliance & Governance Microsoft Purview (DLP, encryption labels, retention/eDiscovery) Endpoint protection (Defender, BitLocker), ISO/NIST security frameworks SC-100-level cloud security architecture and policy enforcement ✅ Tier 2/3 IT Support & MSP Experience Remote support for Windows/macOS/Linux, VPNs, DHCP/DNS Ticketing & RMM (ServiceNow, Jira, ConnectWise, Autotask, Atera) IT Glue, SharePoint KB, end-user documentation, onboarding/offboarding ✅ PowerShell & Automation Scripting for mailbox/user provisioning, policy enforcement, licensing Intune Win32 App deployment, REST API automation, bulk updates 💬 Extras Clear, fluent English (verbal & written) Hands-on experience with UK, US, and international clients MSP-ready and client-facing with rapid, high-quality delivery Strong documentation discipline and troubleshooting mindset Professional demeanor, proactive communication, and knowledge sharing 🏅 Certifications: SC-100 – Microsoft Cybersecurity Architect MS-102 – Microsoft 365 Administrator Expert SC-300, MS-500, MS-100, PL-900, AI-900, AZ-900, DP-900 Microsoft Certified Trainer (MCT) AWS Cloud Practitioner, Power Platform Fundamentals 🕘 Availability: Flexible — available for project-based and ongoing support across AEST, GMT, and EST time zones🧰 Tools: ServiceNow, JAMF, SuperOps, IT Glue, TeamViewer, Autotask, Splashtop📄 Approach: I provide detailed documentation, SOPs, and training to support sustainable IT operations If you need help with Microsoft 365, Exchange, Intune, Azure, Entra ID, or general IT support, I’m ready to deliver fast, secure, and effective results. Let’s work together to elevate your tech stack.