Klarenz O.

IT Support | MSP / POS / SaaS

Looking for dependable remote IT support? I’m an experienced IT specialist and team lead with 10+ years in Tier 2 support — providing fast, reliable solutions for SaaS platforms, POS systems, and MSP environments. I deliver consistent results, clear communication, and smooth day-to-day IT operations for global clients. With over 10 years of experience in IT Support, I help businesses maintain smooth and reliable IT operations. I specialize in technical troubleshooting, remote assistance, and system administration for both on-premise and cloud environments. I’m Microsoft Azure Certified (AZ-900) and experienced in supporting end users across global teams, ensuring minimal downtime and exceptional service quality. I also work as a Team Lead, I oversee daily operations, mentor support engineers, and ensure SLA targets are consistently met. I also create monthly performance reports and provide insights to improve process efficiency and customer satisfaction. 🧠 Core Skills Microsoft: Azure, M365 Admin Center, Active Directory, Exchange ITSM & Collaboration Tools: JIRA, Salesforce, ServiceNow, Freshservice, CA SDM, Confluence Remote Tools: Citrix, VMWare, Hyper-V, VNC, RDP, LogMeIn, ManageEngine Support Areas: MSP, SaaS, POS (Point of Sale), EDI Mapping Other Platforms: Mimecast, Zendesk, 8x8, Slack, Google Workspace, HubSpot Channels: Phone • Email • Chat • Remote Session 🖥️ What I Can Do for You Lead support teams, delegate tasks, and maintain SLA compliance Create monthly performance and incident reports for management or clients Provide reliable Tier 1–2 technical support for desktops, laptops, servers, and peripherals Troubleshoot POS systems (registers, scanners, pinpads, digital menu boards, etc.) Manage and resolve tickets efficiently through ITSM tools Develop SOPs and documentation to streamline IT operations Analyze logs and trace API or integration issues 🏆 Achievements Employee of the Month – for outstanding client feedback and service Top Performer – Atos and Stefanini Top Average Talk Time (ATT) Award – Recognized for quality and consistency 98% QA Score – Maintaining top-tier service quality Handled 400+ global support requests monthly while meeting SLA targets ✅ Why Clients Hire Me I combine technical expertise with dependable communication, so issues get fixed fast, users stay productive, and you can focus on your business instead of troubleshooting.