Reliable. Competent. Experienced. I thrive on leveraging modern technology to solve problems and create value. With 22 years in IT, I’ve honed my skills in delivering top-tier support, managing projects, and driving business growth. I’m all about getting things done—efficiently and effectively. I bring a positive, upbeat attitude to every project, and I’m committed to building great relationships. Whether it’s IT guidance, leading a Team, Project Management, or hands on implementation I bring the experience and dedication needed to deliver results. With 7 years in SaaS and 15 years in MSP, I’m well-versed in the demands of today’s tech landscape. I don’t nickel and dime; I do what it takes to make my clients happy and get results. Let’s collaborate and make things happen!

O b j e c t I v e: To act in my profession and share my knowledge and skills with 10years expertise in the IT industry. To achieve plans according to beyond expectation and will to learn on fast change of technological advancement.

I am a Certified IT & Mac Specialist with 15+ years of hands-on experience in System Administration, Microsoft 365, and Cloud Support. I help businesses set up, manage, secure, and troubleshoot their IT infrastructure whether it's Microsoft 365, Windows Server, Mac environments, or cloud platforms like Azure and IONOS. OVH Cloud. I worked with many USA-based MSP environments, handling real-time issues, migrations, and enterprise-level support. 💼 My Core Expertise: 🔹 Microsoft 365 & Email Systems Setup, configuration & administration Microsoft 365 migrations Outlook issues (sync, profiles, calendar with Apple devices) Exchange Online, Teams & SharePoint support Azure AD, user & license management PowerShell automation & bulk operations 🔹 Windows Server & Networking Windows Server (2012 / 2016 / 2019 / 2022 and 2025) Active Directory (AD), DNS, DHCP configuration Group Policy (GPO), NTFS permissions File Server, Folder Redirection, Quota Management VPN setup (Site-to-Site, Remote Access) Remote Desktop Services (RDS / RDWeb) (TS Servers) 🔹 Mac (Apple) & Cross-Platform Support macOS troubleshooting & optimization Mac + Microsoft 365 integration Apple Mail / Calendar sync with Outlook Parallels, Bootcamp & virtualization support 🔹 Cloud & Backup Solutions IONOS Cloud, Azure, OVH environment management Acronis backup, disaster recovery & migration Server deployment & performance optimization 🔹 IT Support & Troubleshooting Advanced system & network troubleshooting Remote IT support (Windows & Mac) Software installation, configuration & security Endpoint protection & monitoring tools 15+ years of real-world IT experience Fast, reliable, and solution-focused approach Strong troubleshooting & problem-solving skills Experience with international clients & MSPs Clear communication and long-term support mindset ⭐ What You Can Expect: ✔ Quick issue resolution
✔ Long-term stable solutions (not temporary fixes)
✔ Professional and friendly communication If you're looking for a reliable IT expert who can handle everything from daily support to complex cloud and server tasks, feel free to message me. I’m ready to help.

I help businesses, MSPs, and IT teams deliver reliable Technical Support, IT Support, and Helpdesk services - resolving issues faster, improving CSAT, FCR, and AHT, and ensuring smooth operations across global time zones. With 17+ years of experience at Microsoft, Wipro, and IBM, I bring deep expertise in Technical Support, IT Support, and L2 Helpdesk operations across multiple channels including Phone Support, Email Support, and Online Chat Support. I’ve successfully resolved over 6,000+ technical cases, consistently meeting KPIs and building trust with global clients. Core Expertise: ✔ Technical Support & IT Support – Windows, Mac, networking, hardware/software troubleshooting, printers, and peripherals ✔ Desktop Support – diagnosing and resolving system errors, connectivity issues, and application failures ✔ Microsoft Outlook & Office 365 Support – setup, troubleshooting, and user assistance ✔ Helpdesk Operations – ticket management, SLA compliance, escalation handling, and queue management ✔ CRM Tools – Zendesk, Dynamics 365, RAVE ✔ MSP Operations Support – dialer setup, live barge QA, workflow optimization, and escalation management ✔ Customer Service Excellence – empathy, active listening, conflict resolution, and relationship building ✔ Team Mentoring & Onboarding – training new hires, coaching agents, and improving performance Client Outcomes I Deliver ✔ Reduced ticket resolution time by 30% through workflow optimization ✔ Improved CSAT scores to 95%+ with accurate, empathetic Tech & IT support ✔ Enabled MSP and IT teams to scale without service disruption Why Clients Choose Me ✔ Proven track record in enterprise IT support and remote helpdesk environments ✔ Remote‑ready setup: high‑speed internet, backup PC, UPS, and noise‑cancelling headset ✔ Balance of technical depth + customer empathy - I solve IT problems while building trust Skills Section • Technical Support • IT Support • Desktop Support • Phone Support • Email Support • Online Chat Support • Microsoft Outlook • Office 365 • Customer Support • Customer Service • Helpdesk • CRM Tools (Zendesk, Dynamics 365) • Ticket Management & SLA Compliance • MSP Operations Support • Queue Management & Escalation Handling • Team Mentoring & Training

I’m a results-driven IT Professional with over 15 years of hands-on experience delivering technical support, infrastructure management, and cloud solutions across a wide range of industries. I specialize in working with MSPs, startups, and SMBs to implement and support scalable, secure, and high-performing IT environments. 🔧 Core Expertise: ✅Cloud Infrastructure (IaaS/PaaS) on AWS & Azure. ✅Microsoft 365 Enterprise administration & migration. ✅Virtualization: VMware, Hyper-V, Citrix. ✅System & Network Administration (LAN/WAN, Routing/Switching, NGFWs). ✅Backup & Disaster Recovery, BCDR, Endpoint Security, and Zero-Day Protection. ✅MSP tools (ConnectWise RMM, Ninja RMM, N-Able RMM, IT Glue, Datto, Axcient BCDR). ✅AVD, RDS Farms, Intune, Conditional Access, AD, DNS, GPO, VPN. ✅Data Center Operations, HP MSA SAN, NetApp Storage, VoIP & Video Conferencing. I’ve successfully led large-scale IT deployments and handled critical tasks like: ⭐Designing and managing enterprise networks and cloud infrastructures. ⭐Providing L2/L3 support for complex escalations across MSP service desks. ⭐Implementing cybersecurity best practices to mitigate ransomware & data breaches. ⭐Supporting on-prem to cloud migrations and hybrid environments. ⭐Migrate On-Prem Servers to Cloud, Exchange Server 2019 to MS365. I pride myself on clear communication, fast response times, and providing long-term value to clients. Whether you need ongoing support, technical leadership, or a trusted freelance partner for your MSP. I’m ready to help. Let’s connect and discuss how I can add value to your IT operations.

Professional Information Technologist with 25 years’ experience. I love doing network design and maintenance, as well as troubleshooting, technical support including networks, servers, and workstations. Network documentation and standard operating procedures. Anything related to information technology projects. Windows-based networks and peripherals, active directory, DNS, exchange, Microsoft 365. based in Racine, Wisconsin United States with fully remote capabilities.

✅ 10+ years experience in Microsoft Azure | Microsoft 365 | Microsoft Intune | Google Workspace | Windows Hybrid Server Administration ✅ Experienced in planning, deploying, securing, and troubleshooting Google SSO and Okta technologies. ✅ Experienced in Microsoft Intune | Windows Autopilot | Android Zero Touch Deployment | MAC Zero touch Deployment with JAMF & Intune Proven Experience in below Technologies: ✅ Entra ID ✅ Entra Internet Access ✅ Entra Private Access ✅ Windows Hello for Business ✅ Active Directory Certificate Services (ADCS) PKI ✅ Data Loss Prevention (DLP) ✅ Microsoft Sentinel ✅ Azure Governance ✅ Azure Policy ✅ Windows 10 & Windows 11 ✅ Microsoft Defender for Cloud ✅ Microsoft Defender for Identity ✅ Microsoft Defender for Endpoint ✅ Microsoft Defender for Cloud Apps ✅ PowerShell ✅ SCIM Provisioning and Single Sign-On (SSO) ✅ Azure Virtual Desktop ✅ Active Directory Domain Services (ADDS) ✅ Active Directory Federation Services (ADFS) ✅ Azure Information Protection (AIP) ✅ Hyper-V ✅ Exchange Online/Exchange Server ✅ SentinelOne ✅ Symantec Endpoint Protection Manager

When something critical breaks and you don’t have time to wait for escalations or for someone to claim responsibility; I’m the one who gets called in. I step into unfamiliar environments, without documentation, and restore function under pressure—whether that means recovering from ransomware, figuring out why an entire office lost internet, or bringing a data center I’d never seen before back online. I’m not here to sell buzzwords. I’m here to solve problems. 🧠 What I’m Good At • Isolating root cause in systems no one on-site fully understands • Cleaning up messes from half-complete “migrations” or rushed deployments • Working with incomplete info and still getting results • Recovering from lockouts, network outages, access failures, and bad updates • Making judgment calls when no one else wants to own the risk I work fast, communicate clearly, and don’t break things worse in the process. If something’s down, I’ll get it moving again. 🔧 What I Also Handle (And Handle Well) I’m not above routine work, it's often what leads to uncovering deeper issues anyway. I regularly take on: • Remote break/fix support for desktops, laptops, and servers • VPN and firewall access issues • Printer and peripheral weirdness • Shared folder failures and permission mismatches • Tracing ports, rebooting hardware, running site cables, replacing gear • Helping end users who “clicked something and now it’s gone” I’m comfortable working remotely or showing up on-site (US-based, travel-ready). I’ve supported business owners, staff, project managers, junior techs, and execs alike—and I don’t talk down to anyone. ⚙️ Environments I’m Familiar With • Windows Server, Active Directory, Group Policy, O365, Azure AD, Exchange, IIS, etc. • Linux servers (Ubuntu, Debian, RHEL, etc.) • Virtualization, Containerization, Hypervisors (KVM, VMWare, HyperV, Docker, K8, Proxmox, UnRAID, TrueNAS, FreeNAS, etc) • Networking, Firewalls and Switches (Cisco/Meraki, SonicWall, FortiGate, PaloAlto, Ubiquiti, Netgear, Linksys, pfSense) • Remote access tools, RMMs, MDMs, VPNs, SSH, RDP, VNC • Local and cloud backup systems • Apache/Nginx, WordPress, and microservice-based stacks • Client networks with mystery switches, surprise VLANs, and rogue Wireless Access Points I’ve worked across verticals—SMBs, retail, healthcare, manufacturing, education, MSP clients —and I adapt fast. ✅ Why I’m Worth It • I don’t need to be micromanaged • I don’t play ticket tag • I write notes you can actually follow • I’ll ask questions when I need to—but not just to stall • I don’t over-promise or under-deliver If you're done dealing with guesswork, silence, or someone just reading from a checklist—give me access and I'll get it sorted. Need someone to step in and fix it? I’m ready. Whether it’s a remote job or field work, I bring the skills, judgment, and experience to handle it without drama.

"Ismail responds almost immediately and always finds the right answer. I wish all IT/Tech support could be like Ismail." – Sarah C., Customer "Ismail is always so helpful and detailed. I appreciate him very much!" – Tricia J., Customer I help SaaS companies deliver outstanding customer experiences by bridging the gap between technical complexity and customer success. With a background in computer engineering and 8 years of experience supporting SaaS platforms, I combine deep technical problem-solving with a customer-first mindset to drive adoption, resolve escalations, and build long-term trust. What sets me apart: I don't just answer tickets—I own the customer experience. Whether it's leading product demos for executive clients, troubleshooting complex integrations, or working directly with engineering teams to document and resolve bugs, I bring both technical depth and client empathy to every interaction. I'm skilled in JavaScript, React, HTML/CSS, Node.js, GraphQL, and REST APIs, which allows me to diagnose issues across the full stack, communicate effectively with developers, and deliver clear, actionable solutions to customers. I've also mentored support teams, created knowledge base resources, and contributed to process improvements that strengthen support operations and improve SLA performance. Fluent in Arabic, English, and French, I'm able to support global teams and customers across time zones with clarity and cultural awareness. I've maintained 100% CSAT and 0% DSAT for nearly 2 years straight while supporting high-value clients and managing complex technical cases. If you're building a support team that values technical excellence, customer empathy, and operational ownership, I'd love to connect and explore how I can contribute.

I will help you and your team get their time back — by handling the admin and marketing tasks that keep piling up, so you and your team can focus on what actually makes your business grow. Here's what I take off your plate: 📬 Email & Calendar Management — inbox zero systems, scheduling, follow-ups, and appointment coordination that actually stick 📲 Social Media Scheduling & Support — content calendars, post scheduling, caption writing, and platform management (Meta, LinkedIn, Instagram) 🤖 AI-Powered Workflows — I use tools like ChatGPT, Notion AI, and automation platforms to work faster and smarter — so you get more done without paying for more hours 🎯 Marketing Admin Support — campaign coordination, basic ad monitoring (Meta Ads), copywriting support, and content repurposing 📍 Google My Business (GMB) Setup & Management — profile creation, optimization, photo updates, review management, and local SEO improvements to help your business get found on Google Maps 🌐 Website Management & Support — content updates, basic edits, and day-to-day management across multiple website platforms including WordPress, Wix, Squarespace, Shopify, and more — no need to learn the tech yourself 🖥️ Tech Support (Windows & macOS) — troubleshooting, software setup, performance optimization, and day-to-day technical issues resolved remotely — fast and without the tech headache 📊 General Virtual Assistance — data entry, CRM updates, research, Google Workspace, and day-to-day operational support Why clients keep working with me: ✔ I don't wait to be told what to do— I anticipate what's next ✔ I communicate proactively and meet every deadline ✔ I combine human judgment with AI tools to deliver more value per hour ✔ Top Rated+ on Upwork with a track record of satisfied clients Tools I work with daily: Google Workspace · Meta Business Manager · Google My Business · Canva · CapCut · Notion · ChatGPT · Trello · Slack 📩 Ready to get organized and move faster? Send me a message — I respond quickly and I'm ready to start.