Juan Carlos G.

I run IT and customer success operations for remote companies, in English, Spanish and Portuguese: Google Workspace and Microsoft 365 administration, user accounts and MFA, onboarding/offboarding, helpdesk and CRM systems (Zendesk, Freshdesk, Re:amaze, HubSpot), RMM and remote support (NinjaOne, TeamViewer, Splashtop), automation (Google Apps Script, Make, Zapier, n8n, Python) and AI tools (Claude Enterprise, OpenAI, Gemini). 12,700+ Upwork hours | 100% Job Success | Top Rated Plus | 15 years | most clients keep me for hundreds of hours. PROOF • Solo IT lead at a 200-person SaaS company, reporting to the CEO. Built IT, security and compliance from scratch in 726 billed hours (5-star review, endorsement). SOC 2 Type II program end to end: evaluated six GRC platforms and four audit firms, negotiated the platform contract, rewrote 8 security policies for a remote/BYOD team, automated evidence collection through the platform's GraphQL API, 195+ people in scope. Google Workspace security audit across two tenants (company-wide MFA, fewer super admins, DMARC). Twingate zero-trust for 200+ people with 90+ Python scripts. Claude Enterprise admin for 145+ users with multi-provider cost governance. Onboarding/offboarding automation in Apps Script. SaaS spend review across ~80 tools, five-figure annual savings. Google Cloud: IAM, API keys, BigQuery. • Four years at a US managed services provider, 50+ client companies and 500+ endpoints (hotels, casinos, construction, dental, biotech, manufacturing). From the Level 1 desk (Windows Server and workstation issues, updates, software installs, QuickBooks, NinjaOne, TeamViewer/Splashtop, Addigy, Bitdefender GravityZone, Sophos, Freshdesk) to leading five technicians: assigning work, client onboarding calls, security improvement plans with owners and vendors. 95% SLA, first response 35% faster, 40% fewer security incidents. • Rebuilt support for an e-commerce brand selling in three countries on Re:amaze: first response 68h → 28h, templates 262 → 60, 11 workflows, daily API → Apps Script → Looker Studio pipeline, weekly CX briefing generated with the Claude API. • Earlier: 20+ international market-research studies for Fortune 500 clients (recruiting, screening, scheduling, dashboards, 15% faster delivery) and four years of real-time data research at Dataminr. WHAT I TAKE OFF YOUR PLATE • Helpdesk and customer success operations: ticket structure, SLAs, templates, workflows, reporting • Google Workspace and Microsoft 365 admin, user lifecycle, MFA, email/DMARC • Remote IT support for teams without an IT person, RMM, endpoint security • SaaS stack administration and vendor coordination • Automation and reporting (Apps Script, Make/Zapier/n8n, Python, Looker Studio) and AI tool rollout (Claude, OpenAI, Gemini) • SOC 2 readiness: policies, GRC platform, evidence Send me your current setup and what is not working, and I will tell you what I would fix first.