Jose C.Private profile: Upwork shows its earnings only to signed-in members, so we check it every few weeks, not daily. MRR here is a rough estimate (Upwork's six-month earnings ÷ months active). Last read Nov 5, 2026.

𝐏𝐑𝐎𝐅𝐈𝐋𝐄 𝐒𝐔𝐌𝐌𝐀𝐑𝐘 Experienced IT help desk support engineer with 8 years experience with a strong background in the installation and maintenance of software and hardware, PCI compliance, technical skills and project management. Trained to deliver an exceptional level of customer service in IT support. Strong written and oral communication skills properly trained and qualified in solving employers and customers issues by providing an exceptional and effortless interaction. Adaptable to any metrics and timeframes when performing my job as well as an easy learner when it comes to systems and tools. My target is always to ensure excellent service standards, provide accurate, valid and complete information by using the right methods, also to respond efficiently to customer inquiries and maintain high customer satisfaction. I consider myself as an empathetic, responsible, punctual, creative and goal-oriented person who is capable of handling any type of customer’s demeanors. 𝐌𝐲 𝐤𝐧𝐨𝐰𝐥𝐞𝐝𝐠𝐞 𝐢𝐧𝐜𝐥𝐮𝐝𝐞𝐬: ✔Remote Administration of Active Directory and Office 365 ✔Windows, MacOS, iOS support ✔Windows servers ✔Cisco Anyconnect and GlobalProtect VPN support ✔Hardware and Software Support ✔Ticketing systems (Connectwise, Salesforce, ServiceNow, Remedy) ✔Chat (Facebook messenger, Teams, Slack, Discord, Zoom) ✔Remote tools (Webex, Gotoassist, TeamViewer, Connectwise Remote, BeyondTrust, Logmein and more.) ✔Email Management ✔Phone ✔Project Management ✔Microsoft Applications ✔Internet Research ✔Knowledge Base ✔Standard Operating Procedure SOP, Quality Assurance and ARs ✔Admin Assistance | Tech Support | Customer Service Tools I am familiar with Microsoft Excel, Office (Word, Excel, PowerPoint), Google Suite (Sheets, Docs, Forms), PDF, Office 365,. Google Drive, Dropbox, OneDrive 𝐌𝐲 𝐫𝐨𝐥𝐞𝐬 𝐚𝐧𝐝 𝐫𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬: • Meeting Support KPIs (time to resolution/escalation, response time and customer updates) • Establishing effective relationships with customers, gaining their trust and respect • Contributing to the shared knowledge base and maintaining technical knowledge • Performing in-depth troubleshooting including remote access sessions to identify and promptly solve complex support issues • Ticket triage • Providing a world-class technical support to international clients through telephone, chat and email while ensuring that all Service Level Agreements and Maximum Customer Satisfaction goals are achieved