Raphael M.
Senior IT & Solutions Engineer | L3 Support | Cloud, Automation & AI
I help companies solve technical and operational problems across IT infrastructure, cloud, SaaS, automation, and software while communicating clearly with both technical teams and business stakeholders. I've completed 12,000+ hours across 50+ Upwork projects working with startups, SMBs and enterprise clients. Most recently, I served as the highest L3 escalation point for a US MSP supporting ~150 businesses, 220+ servers and 2,200 endpoints. I handled complex Microsoft 365, Azure/Entra ID, Intune, networking, backup and infrastructure issues while also designing solutions and automating repetitive work. My background goes beyond traditional IT support. I've worked as a Software Engineer, AI Engineer and Technical Customer Success Manager, giving me the ability to troubleshoot across infrastructure and application layers, work with APIs and code, and translate business requirements into technical solutions. I can help with: ā¢ L2/L3 technical support & escalation ā¢ Microsoft 365 / Azure / Entra ID / Intune ā¢ Windows Server, networking, VPN, DNS & infrastructure ā¢ SaaS administration & integrations ā¢ PowerShell/Python automation ā¢ APIs & technical troubleshooting ā¢ AI workflows with OpenAI & n8n ā¢ WordPress & web troubleshooting ā¢ Technical documentation & process improvement ā¢ Customer onboarding & technical consulting I'm based in Brazil, fluent in English, and experienced working directly with US, Australian and global teams. If you need someone who can understand the business problem, communicate with stakeholders, and then actually implement or troubleshoot the technical solution, let's talk.