Eduardo Rafael P.

I am a bilingual (English/Spanish) IT Support and Systems Execution Specialist with over 4 years of continuous, hands-on experience owning, maintaining, and scaling SaaS, IT, and cloud telephony infrastructure for US-based organizations and clients. My background combines frontline customer care and helpdesk support with backend technical execution, from resolving Tier 1–3 escalations and managing Microsoft 365/IAM access controls to building custom database pipelines and configuring enterprise VoIP systems. Having grown from a frontline agent into the sole technical execution anchor for a fast-paced remote startup, I thrive in environments where fast troubleshooting, system uptime, and clear technical communication are essential. I specialize in bridging the gap between non-technical end-users and complex cloud systems, ensuring strict SLA compliance, zero data loss, and seamless day-to-day operations across remote, distributed teams. Technical Toolkit: - IT Support & Systems Admin: Microsoft 365, Active Directory (IAM/User Provisioning), DNS Routing, Endpoint Troubleshooting (AnyDesk, TeamViewer), Remote Network Diagnostics. - Telephony & Cloud VoIP: 3CX, RingCentral, 8x8, Five9, Twilio SIP Trunking, Multi-level IVR & Call Queue Architecture. - SaaS & Platform Operations: HubSpot, Zoho CRM, SharePoint, Power Automate, AWS QuickSight, API & Webhook Debugging, Technical SOP Writing.