David M.

🛠️ Need reliable IT help without hiring a full-time technician? I provide remote fractional IT support for small businesses, consultants, agencies, and lean teams that need dependable technical help, clear communication, and practical documentation. You can book a small block of support hours and use it for troubleshooting, ticket cleanup, workstation issues, software support, vendor coordination, documentation, onboarding help, customer support, or general “we need an IT person, but not full-time” coverage. I bring 15+ years of modern remote technical support, systems administration, endpoint security, and customer-facing troubleshooting experience. My background includes enterprise support environments, Windows troubleshooting, Active Directory, remote support tools, ticketing workflows, endpoint management, McAfee/Trellix ePO, DLP policy support, and technical documentation. I’m especially useful when you need someone who can both fix the issue and explain what happened clearly. 🔧 How I can help: • Remote Windows desktop and software troubleshooting • Tier 1 / Tier 2 / Tier 3 support and escalation handling • Ticket triage, queue cleanup, and support workflow improvement • Active Directory and user/account support • Remote support coordination and vendor follow-up • Endpoint security support, including McAfee/Trellix ePO experience • SOPs, runbooks, knowledgebase articles, and troubleshooting guides • Small-business IT support blocks for recurring needs • Customer onboarding, email/chat support, and client follow-up • Clear client/customer communication with professional written notes ✅ Why clients hire me: • 15+ years of modern remote IT and enterprise support experience • 30 years of combined experience in IT, technical support, customer service, and documentation • Native English speaker with strong written communication • 100% Upwork job success history • Calm, practical troubleshooting style • Comfortable working independently • Strong documentation habits • Able to support both technical users and non-technical clients 📦 Support block model I work well with fixed support blocks such as 5, 10, or 20 hours. Each block provides a reserved pool of support time during an agreed service window, giving your business predictable cost and access to experienced remote IT help without the overhead of a full-time hire. Example use cases: • 5-hour starter block for cleanup, troubleshooting, or documentation • 10-hour support block for recurring small-business IT needs • 20-hour weekly or monthly block for ongoing support, documentation, ticket triage, and admin help Support blocks are ideal for recurring troubleshooting, ticket triage, workstation/software support, vendor coordination, admin cleanup, customer onboarding, email/chat support, and technical documentation. 🚀 New client introductory week For new clients, I offer one discounted introductory support week so we can confirm the workflow is a good fit before moving into a recurring arrangement. You can choose: • $150 for up to 10 hours during the first 7 days • $300 for up to 20 hours during the first 7 days This introductory block can be used for scheduled support, onboarding help, email/chat responses, ticket cleanup, documentation, vendor follow-up, or client communication. If you start with the 10-hour option and need additional help during the same first week, the block can be expanded to 20 hours. After the introductory week, ongoing general support continues at $20/hr or in weekly/monthly support blocks based on workload. More specialized endpoint/security or documentation-heavy work can be scoped separately. ⏱️ Support block terms Each support block reserves a set amount of support time during the agreed service window. To keep scheduling predictable, unused time expires at the end of that window unless rollover is agreed in advance. For monthly support blocks, unused time expires at the end of the month. For weekly or starter blocks, the service window is normally 7 days unless we agree otherwise before work begins. If your support needs are occasional, we can start with a smaller block and adjust later if volume increases. 🤝 Ready to get started? If you need a steady, experienced remote IT person who can troubleshoot issues, organize support work, support clients, and document the process clearly, feel free to send me a message.