Own end-to-end knowledge management for a Fortune 500 account, maintaining nearly 1,000 KB articles across the service desk and IT end-user knowledge bases.

When tickets surface undocumented or unclear issues, I identify the configuration item’s business/knowledge owner, gather accurate information, and draft SOPs, runbooks, and FAQs through to approval and publication.

I run periodic content audits and recertifications, retiring documentation as associated systems are decommissioned, and improve findability through tagging and taxonomy.

I also deliver training and enablement to improve documentation quality across the team.

ServiceNow
Application development for internal and external clients
Catalog items creation, customization and maintenance
Workflow configuration (notifications and events)
Report and scheduled reports creation
Dashboards creation
Client and server-side scripting (business rule, script include)
Update set migration
UI policies and actions creation and configuration
Email notification and surveys with email scripts creation
Technical documentation preparation
Knowledge management configuration

I help business owners stay organized and stress-free by handling HR coordination, customer support, and administrative tasks with speed and accuracy.With 6+ years of experience in HR operations and customer support, I specialize in managing day-to-day backend work so you can focus on growing your business instead of getting buried in tasks.

I can help with customer support (chat/email), inbox and calendar management, administrative support and data entry, CRM updates and ticket handling (ServiceNow and similar tools), HR coordination, and documentation or reporting tasks.

I work well in fast-paced environments, handle multiple tasks efficiently, and make sure nothing slips through the cracks. Clients value my speed, attention to detail, reliability, and ability to work independently with minimal supervision.

I am a licensed Electronics and Communications Engineer with over 20 years of diverse professional experience spanning IT support, systems engineering, pre-sales consulting, and application solutions.

I would like to offer my expertise and qualifications for the project. As an enthusiastic individual with over four years of hands-on experience in web development at freelance and industry level, I am positive that I am the right contender for this project. I am eager to bring following qualifications to your organization:
• Well versed in meeting with clients to build and document web site requirements
• Knowledge of PHP (Codeigniter, Laravel, Wordpress), CSS, XML and JavaScript/jQuery, MEAN Stack, AJAX, and JSON
• Awareness of the Web Development industry, and new technologies.
• Building of Web Services and providing robust APIs
• Developing multi-user applications within a (SOA) service orientated architecture.
• Writing up technical manuals and user instructions.
• Strategically thinking through all parts of the design process.
• Knowledge of international web standards and protocols.
• Writing and implementing API to be able to use for third-party libraries.
• In Depth knowledge about CSS Framework (Bootstrap, Foundation, Semantic, Material Design Lite)
• In Depth knowledge about Frontend Framework and Hybrid Mobile Framework (AngularJS, KnockoutJS, ReactJS, Ionic)

My technical proficiency includes demonstrated expertise in HTML, CSS, PHP (procedural, OOP based and MVC based) development and MEAN (MongoDB, ExpressJS, AngularJS and NodeJS) and a profound of Hybrid mobile application development using Ionic Framework. Furthermore, I am competent in building custom interfaces as my coding standards are definitely above par.

- I'm good at troubleshooting issues more on hardware and software
- Managing assets and provide cost effective proposal / review
- Process engineering that will help the company do business analysis and reach projected revenue

I help businesses reduce downtime, resolve technical issues fast, and keep critical systems running smoothly.

I’m a Technical Support and Application Support Engineer with 4+ years of experience handling production environments, SaaS platforms, and enterprise systems. My background in business systems support allows me to bridge the gap between technical teams and business users — ensuring issues are resolved efficiently and clearly communicated.

I specialize in:
• SaaS & Application Support
• Incident Management & Ticket Handling (ServiceNow)
• Production & Batch Support
• Azure DevOps & Azure Monitor
• FTP / SFTP File Transfer Support
• System Monitoring & Log Analysis
• Root Cause Analysis & Issue Documentation
• SOP & Technical Documentation Creation
• Cross-team coordination with developers, QA, and stakeholders

In my previous roles, I have:
• Managed high-volume support tickets while meeting strict SLA targets
• Investigated and resolved production incidents affecting business operations
• Supported secure file transfers and resolved integration issues
• Documented processes to improve team efficiency and reduce recurring errors
• Coordinated with international teams across different time zones

I am detail-oriented, analytical, and highly dependable. I enjoy troubleshooting complex issues and finding structured solutions that improve system stability and user experience.

I am seeking a long-term remote role where I can contribute as a Technical Support Specialist, Application Support Engineer, or SaaS Support professional.

If you're looking for someone proactive, process-driven, and strong in both technical troubleshooting and communication — I’m ready to help your team succeed.

IT support and platform operations professional with 1-2 years of experience in enterprise ServiceNow environments. Skilled in incident triage, SLA-driven ticket resolution, and platform configuration (UI policies, business rules, service catalog workflows), handling 15+ tickets daily with a strong first-contact resolution rate. Certified in ServiceNow System Administration (CSA), Application Development (CAD), and ITSM Implementation (CIS-ITSM), with hands-on experience authoring knowledge base content and mentoring new tea-----------mbers. Looking to apply proven support operations, troubleshooting, and client-facing communication skills to a new platform and broaden technical exposure beyond the ServiceNow ecosystem. Reliable, detail-oriented, and quick to learn new systems and tools.

Reliable and detail-oriented Virtual Assistant with over 10 years of experience supporting administrative operations, service coordination and data management in fast-paced BPO environments. I specialize in handling high-volume data, managing ticket queues, maintaining accurate records, and SLA-compliant workflow coordination — skills I developed working with global BPO companies such as TTEC, Convergys, and TELUS International.

I completed a VA Bootcamp which included Executive VA Masterclass as well as training to essential tools and skills relevant to the VA industry.

View my active portfolio here: -----------

I have hands-on experience with tools like Excel, Google Workspace, ServiceNow, and Oracle HRMS, Trello, ClickUp, Notion, Asana, and Canva, allowing me to efficiently manage databases, track workflows, and support daily operations. I am comfortable with remote collaboration tools including Zoom, Slack, and Microsoft Teams.

What sets me apart is my background in HR Quality Assurance — I understand process accuracy, documentation standards, and compliance requirements at a deep level. I am organized, reliable, and committed to delivering clean, accurate work on time. Ready to support your business operations as a dependable long-term virtual tea-----------mber.

Product Support Engineer | IT Helpdesk Specialist | QA & Coaching | 8+ Years Experience
I'm an IT support professional with 8+ years of experience helping SaaS companies and enterprise teams resolve technical issues, improve support quality, and keep systems running smoothly. I currently work as a Product Support Engineer for a SaaS pricing platform, where I handle incident resolution, log analysis, API testing, and CMS management while maintaining strict SLA compliance.

Before that, I spent time as a Quality Coach, building QA frameworks and coaching helpdesk analysts to improve performance and prior to that, years of hands-on multi-channel technical support (phone, email, chat) using tools like ServiceNow, Active Directory, Citrix/VMware, and remote support platforms like Bomgar and LogMeIn.

What I bring:
8+ years in IT Helpdesk, Technical Support & SaaS Product Support
Experience with ServiceNow, Jira Service Desk, Postman/Bruno, AWS, Azure
QA framework design, coaching, and performance improvement
Strong troubleshooting across hardware, software, networking, and cloud environments
Clear communicator — skilled at translating technical issues into simple guidance for non-technical users

I'm detail-oriented, SLA-driven, and comfortable working independently or with cross-functional engineering teams. Whether you need someone to manage a support queue, build out QA processes, or provide top-tier technical troubleshooting, I bring both the technical depth and the coaching mindset to help your team perform better.

Availability: Full----------- time
Open to: IT Helpdesk, Technical Support, Product/SaaS Support, QA Coaching, Support Team Lead roles

Dedicated and detail-oriented Support Analyst with over 10 years of experience in customer service, technical support, and IT operations. Experienced in handling ticket management, user account administration, troubleshooting, and system support using tools such as Workday, ServiceNow, Jira, Azure Active Directory, Google Workspace, and Microsoft 365.

I have a strong background in resolving technical issues efficiently while maintaining excellent customer service. I am highly organized, reliable, and capable of working independently in remote environments.

I am currently seeking remote opportunities as a Technical Virtual Assistant, IT Support Specialist, or Operations Support Assistant where I can contribute my technical expertise and administrative skills to help businesses operate efficiently.

- Proficient in ServiceNow Development particularly in the following modules (IT Service Management, Software Asset Management, Field Service Management)
- Has credible knowledge in roles related to Automation (Zapier), In-depth Research, Customer Experience, Customer Service and Graphic Design

UI/UX Design

Front-End

VueJs

NodeJs

ServiceNow

ITIL

CMS

I work in enterprise IT support handling real-world issues that affect business operations daily — from VPN failures and account lockouts to high-priority incidents involving executives and global users.

Currently supporting users across the US, Canada, Ireland, India, and the Philippines in a high-volume enterprise environment. I regularly handle 40+ tickets daily across calls, chat, email, and self-service channels while maintaining strong SLA and quality performance.
What I can help with:
• Service Desk / IT Support
• User onboarding & access management
• Active Directory & Entra ID administration
• Microsoft Intune support
• VPN & remote access troubleshooting
• Software deployment
• Ticket triage & escalation
• Documentation & process improvement
• AI workflow automation using Zapier & GoHighLevel

I’m someone who focuses on solving the issue properly, communicating clearly with users, and staying reliable during high-pressure situations.

I also have hands-on experience building AI automation systems for dental clinics and lead management workflows using GoHighLevel, Zapier, Airtable, and CRM automation tools.

Results-driven professional with 5 years of experience in administrative support, operations coordination, and client communication across remote and fast-paced environments. Skilled in managing schedules, handling high-volume communication, organizing workflows, and maintaining accurate records.

Bringing a unique combination of administrative expertise and technical/development skills, with hands-on experience in system support, troubleshooting, and workflow automation. Highly reliable, detail-oriented, and proactive, with strong communication skills and the ability to manage multiple tasks efficiently.