Kemory J.

-Proven expertise in Zendesk Administration, IT Operations, and Workflow Automation -Strong background in optimizing large-scale support environments for healthcare and global teams - 12+ years IT experience | 5+ years specialized Zendesk experience - Skilled in integrations, automation design, security compliance, and process improvement - Available 7 days a week with flexible hours to support your implementation, optimization, or troubleshooting needs Greetings! 👋 I’m Kemory Johnson, a seasoned Zendesk Administrator and IT Operations Specialist dedicated to building efficient, scalable, and secure support systems. Whether you need a complete Zendesk setup, workflow automation, integrations, advanced reporting, agent training, or overall support transformation, I’m here to help you elevate your customer service operations with reliability and precision. → My Approach: I believe great support systems are built on structure, automation, and data-driven decisions. My work focuses on: ✓Reducing manual effort ✓Improving first-response and resolution times ✓Enhancing agent productivity ✓Ensuring security, compliance, and scalability ✓Leveraging integrations to create a unified support ecosystem From planning to execution, I ensure your Zendesk instance is optimized, stable, and aligned with your business goals. → Specialties: ✓ Full Zendesk Setup (Support, Guide, Admin Center, Routing & SLAs) ✓ Zendesk Optimization & Workflow Refinement ✓ Automation Design (Triggers, Macros, Routing, Skills-Based Assignment) ✓ Zendesk Explore Dashboards & Scheduled Reporting ✓ Integrations (Jira, Slack, Oomnitza, Shopify, Zoom API, EHR systems, Okta SSO) ✓ HIPAA-Aligned Security Setup using ADPP & Okta ✓ Omnichannel Routing Setup (Email, Voice, Chat) ✓ Support Team Training (Agents, Admins, Leads) ✓ Knowledge Base Structure & Scribe Interactive Tutorials ✓ IT Asset Management Integrations ✓ ITSM Best Practices for Ticketing, Change, and Incident Management → Why choose me? ➥ Extensive hands-on experience managing Zendesk for a 700+ employee U.S.-based healthcare organization ➥ Proven track record optimizing workflows, reducing first-response time, and improving team efficiency ➥ Strong background in HIPAA-aligned security using Zendesk ADPP and Okta SSO ➥ Ability to integrate multiple systems for seamless cross-team collaboration ➥ Skilled in identifying inefficiencies, reducing costs, and automating manual processes ➥ Clear communication, documentation, and ongoing support throughout your project ➥ Dedicated to delivering scalable, reliable, and high-performing Zendesk solutions Let’s work together to transform your support operations into a smooth, automated, data-driven system. If you have questions or are ready to start your project, feel free to reach out. I'm excited to help bring your Zendesk vision to life!