Maximize Your ROI: Hire Remote IT Helpdesk Specialists to Support Your US Team Coast-to-Coast

Noralyn is an accomplished, highly structured, and resilient IT leadership professional with over 11 years of extensive experience in IT service desk operations, infrastructure administrative support, and cross-functional team management. She has a proven track record of establishing service desk frameworks, documentation, and KPI metrics from the ground up while scaling operations from a small team to a multi-tiered department. Demonstrating strong emotional intelligence, technical adaptability, and administrative proficiency, she excels in handling complex user escalations, managing multi-lingual service teams, and supporting enterprise Microsoft environments.

• Over 11 years of progressive experience in IT service desk operations, IT team leadership, and administrative systems management.

• Served as an IT Team Leader in the IT services sector, directly managing a 21-member team consisting of English, German, and French-speaking service desk specialists.

• Played an instrumental role in building IT service desk processes, documentation, and performance SLAs from scratch, driving team scaling from 10 to 64 employees across her tenure.

• Industry Experience: Information Technology & Managed Services, Global Technical Support, and Enterprise Administrative Services.

• Service Desk Architecture & Operational Scaling: Successfully developed and implemented foundational service desk processes, ticketing distributions, and operational KPIs that enabled a 500%+ growth in department headcount.

• User Escalation & SLA Management: Spearheaded the resolution of high-priority user escalations and managed service desk SLAs, consistently securing high positive feedback and user satisfaction.

• Enterprise Administrative Support: Executed advanced Microsoft Exchange administrative workflows, including account provisioning, user mailbox creation, distribution lists, and shared mailbox configurations.

• Functional Skills: IT Service Desk Management, Leadership & Team Oversight, Process & KPI Development, SLA Management, Escalation Handling, Microsoft Exchange Administration, and User Access Provisioning.

• Software & Tool Proficiency:

  • Systems & Cloud Administration: Microsoft 365, Microsoft Exchange (Mailboxes, Shared Mailboxes, Distribution Lists), Active Directory / User Access Management.

  • Productivity & Tracking Tools: Time Doctor, Ticketing Systems.

  • Hardware Setup: Dedicated WFH setup featuring a primary Huawei MateBook D16 laptop (Intel i5, 16GB RAM, 512GB SSD), secondary backup laptop, and backup power supply solutions.

• Availability: Available immediately with no contract commitments.

• Schedule Preference: Fully amenable to a mid-shift schedule (4:00 PM to 12:00 AM Philippine Time / UK business hours).

• Employment Type: Open to roles under an independent contractor setup.

• Bryan has been working in the IT industry for more than 17 years.
• He has worked as Systems and Network Engineer for Managed Service Providers for US clients and healthcare facility based in Singapore
• He is mainly working on Level 2.5 cases related to Microsoft Azure and data security since Level 3 supports are for onsite.
• He also followed ITIL and has working knowledge with Change Management
• His technical skills include:
  • Software Skills:
    • Windows Server management, security and updates patching (Application, File, SQL, Cluster, Web, Parse, Build, etc.)
    • VMware vSphere
    • Datto, Axient backups
    • Veeam
    • Azure AD, InTune, MS365
    • Citrix, ASG-Remote Desktop, RDP
    • JAMS: Mediation, Arbitration and ADR Services
    • CRM Systems
    • Ticketing Systems/MSP Tools (N-Central, N-able, RMM, SolarWinds, ConnectWise, ServiceNow, Remedy)
    • Strong knowledge in Active Directory including GPO / GPP processing.
    • Microsoft Exchange: Administration, Creation, Modification and Deletion
    • Internet Information Services (IIS)
    • MS SQL / MYSQL Database and scripting
    • Power shell
  • Hardware Skills:
    • PC/Server troubleshooting, repair, and preventive maintenance.
    • Fundamental Networking and TCP/IP Knowledge
    • Troubleshoot supported modems, routers, and switches.
    • Servers and Network Printer Set up.
• He can start ASAP and prefers full-time arrangement

• Maintaining, restoring, and doing back-ups for the database
• Handling application support in the US under a Financial account
• Support exchange servers and office365 set-up
• Supporting end-users issues with Active Directory, company servers, backup & restore messaging, and security software installation under the workstation

• Windows Servers (2008, 2012, 2022)
• SQL Management Studio
• Windows 7, 10 & 11
• Office365
• Active Directory
• Azure Active Directory
• Hyper-V & VMware
• Microsoft Office 
• ServiceNow
• Oracle

• Cooperative, easy-going, and agreeable in getting along with others. A focused, uncritical listener who won’t “rock the boat.”

• Socially-focused, naturally empathizes with people, easily seeing their point of view or understanding their emotions. Positive, non-threatening communication.
• Teaches and shares; often working collaboratively with others to help in any capacity.

Oliver is a warm, informal, outgoing, and congenial person who gets along comfortably with most people, meets new people easily and enjoys doing so, and works as well in group situations as well as one-on-one. A persistent, eager helper; has the kind of comfort with intangibles required to do work requiring an intuitive understanding of others’ viewpoints and feelings.

Oliver is able to reach and stimulate others while being aware of and sympathetically interested in their needs. Unselfish and derives satisfaction from doing things for other people and being liked and appreciated by them for doing so.

• Supporting and maintaining AWS Infrastructure
• Does comprehensive support on client systems like web servers, FTP server, and Active Directory server/domain
• Maintaining cloud networking of AWS
• Handles the PCI compliance or security area
• Research on how to enhance the system/cloud infrastructure of the client
• Troubleshoot switch platforms and functionalities
• Analyze logs and reports in Azure
• Adhere to and remediate security risks and threats
• Providing level 2 security support for the servers, desktops, and the users
• Monitoring of Windows Citrix and  virtual machine servers
• Deploying routers, edge switches, firewalls, and the cabling
• Handling deployment of wifi connectivity\

• IIS7&8
• JIRA
• Postman
• Reetro, MigrationWiz
• GoDaddy
• DigiCert
• Twilio
• MailStore,
• MXToolbox
• Citrix
• Windows Active Directory
• TimeDoctor
• Cloudyn
• CloudFlare
• SCCM,
• HP OVCM
• ServiceDesk Ticketing System
• RequestIT
• Airwatch
• Remote Desktop,
• BlackBerry Exchange Server
• VMWare
• VSphere
• HP Device Manager
• Mainframe
• RightFax
• Zoom
• Skype
• 8x8
• TeamViewer
• Siemens PABX
• I/O Block termination
• Avaya IP
• AWS
• Microsoft Azure
• Microsoft Office 365
• MSQL
• BladeLogic servers
• Windows9x/NT/2010/XP/Vista/10
• Windows Servers
• Linux (Redhat, Bitnami)
• Mac OS

• Detail-oriented and thorough; works to ensure things don’t fall through the cracks, and follows up to ensure they’re done properly and on time.

• Proactivity in driving to reach goals while moving at a faster-than-average pace. Inquisitive about the world.
• Eager for results, drive is for swift implementation. Works best in fast-paced environments offering a variety of activities, rather than routines.

Roe is a self-disciplined, conscientious person who will develop a high degree of expertise and skill in a specialized job. Has the drive to get things done right and in accordance with established standards of accuracy and quality.

A conservative and analytical person who respects traditional organizational values. Reserved, serious, and thoughtful about everything to be done, is a no-nonsense worker who worries about getting things exactly right. Never superficial, will make sure that he knows what he is talking about before speaking. Needs a lot of certainty and structure in his work so that it meets very high, specific quality standards.

• Albert has an extensive 12-year career in the BPO industry, spending 7 years as a Service Desk Analyst and 5 years as a Technical Support Representative, handling telecommunications and insurance accounts. He specialized in assisting customers from the United States and Australia. Notably, Albert's long-standing commitment to his previous employers led to him becoming a trusted expert in his field. He also took on the role of training new staff members to help them succeed.

• Albert is adept at performing the following tasks:

  • Customer Assistance (support for both software and hardware systems)
  • Ticket queue management
  • Troubleshooting includes network password reset 
  • Issue Resolution (providing step-by-step instructions via call, chat, or remote access)
  • Email  management
  • Creation of support documentation and training materials
  • IT operations
• He is proficient in using tools such as Bomgar, ServiceNow, MS 365, MS Azure, VMWare, Avaya, Citrix, and Zendesk.
• In terms of his administrative expertise, he possesses proficiency in MS 365, MS Intune, ServiceNow, VMware, and Active Directory.
• He has received training in Business Process Modeling (BPM) and Business Process Improvement (BPI), and holds certification in Information Technology Infrastructure Library (ITIL Version 3)
• Albert is available to start immediately and is amenable to working any shift for any full-time or part-time position.

Predictive Index Behavioral Profile - Scholar

Strongest Behaviors

• Detail-oriented and precise; follow-through is deep and literal to ensure tasks are completed in accordance with quality standards.
• Operationally, as opposed to socially, focused. Thinks, in specific terms, about what needs to be done and how to do it accurately and flawlessly; follows, in a literal way, that execution plan.
• Focused; can concentrate on the task at hand for long periods. Quickly notices and understands technical matters more than social ones. Consistent and patiently thoughtful.

Behavioral Summary

Albert is a serious, introspective person and an analytical and disciplined thinker. Careful, thorough, and very focused on their responsibilities. Albert is always sincere and cautious, he thoughtfully weighs multiple options before making a decision. He thinks through not only the options, but also the implications of those options, the possible implementation problems, and solutions to those problems. Given his keen analytical mind and desire to make the right decision the first time, he will rely heavily on his knowledge and experience when making decisions, and will thoroughly research when he feels he needs additional knowledge.

• Six Sigma White Belt 
• Information Security Awareness 
• Foundation Level Threat Intelligence Analyst 
• Fundamentals of Quantum Computing 
• Ethical Hacking Essentials 
• Digital Forensics Essentials
• Network Defense Essentials
• Technical Support Fundamentals
• Official ISC2 Certified in Cybersecurity (CC)
• Veeam Backup for Microsoft 365
• Oracle Cloud Infrastructure 2022 Foundations Associate

• Providing level 1 to 3 technical support via phone, email, chat, and remote session

1. Level 1 Technical support (password reset, fixing unable-to-log-in issues, a simple restart of the computer, printer issues, minor configuration, etc.)
2. Level 2 Technical Support (creation of more than 5 users, escalations, autopilot, troubleshooting, etc.)
3. Level 3 Technical Support (incident management, network down, major outages, attending to multiple technicians, optimizing network performance, etc.)

• Handles ticket requests and efficiently utilizes existing documentation, training & resources
• Part of the UAT (User Assistance Team), doing the hardware setting up like internet connectivity, VLANs, configuration, etc. 
• Systems administration and networking (beginner to intermediate)
• Supporting and maintaining Windows servers (2016 and 2019) & Desktops
• Supporting Citrix end-user support, a virtualized environment like Hyper-V, and an Azure cloud environment   

• Remote Access (LogMein, Anydesk, Bomgar, and Quick Assist)
• Ticketing tools (ServiceNow, Jira, Salesforce, and Siebel)
• Active Directory
• Microsoft 365
• VoIP

• Detail-oriented and accommodating; most comfortable working as part of a well-defined team for which they produce high-quality output and decisions.

• Teaches and shares; often working collaboratively with others to help in any capacity.
• Accommodating; most comfortable working with others, often puts team/company goals before personal goals. Promotes teamwork by actively sharing authority.

Eager to be sure that things are done exactly right, Paul follow-up carefully and closely if the work requires delegation of details to others. When it is necessary to be critical, will try to do that in a constructive, supportive manner. His sense of urgency and sense of duty combine to make someone who is actively concerned about the timeliness, as well as the correctness, of any work for which they are held responsible.

In general, Paul is a cautious and careful person, respectful of company authority and traditions, a specialist who avoids risk and uncertainty by taking care to do things properly, working within the company’s formal organizational structure.

• Yan has more than 7 years of work experience within Construction, IT/BPO industries.
• He has expertise in: 
  • Technical Support
  • Helpdesk Support
  • Network Troubleshooting
• He was able to support multiple clients from US from on-boarding to off-boarding. Provided Level 1-3 support, troubleshoot software, hardware and network issues 
• He also developed intranet sites, created Power BI reports and integrate the ticketing system using PowerBI.
• Adept in using the following tools/software:
  • MS Office 365 (Sharepoint, Azure, Exchange, Sway, PowerBI)
  • Zoho
  •  Autotask Datto RMM
  • WordPress
  • Zoom
• He is available to start immediately. 

• With an ability to concentrate on the task at hand, is generally more focused on the technical matters than the social ones. Consistent and thoughtful.
• Works at a relatively steady pace; best working with familiar processes, environments, and co-workers.
• Detail-oriented and accommodating; most comfortable working as part of a well-defined team for which they produce high-quality output and decisions.

David is a Senior Digital Marketing Specialist with over six years of hands-on experience specializing in media buying, performance marketing, and full-funnel digital campaign management. Throughout his career, he has worked primarily with marketing agencies, managing up to 30 client accounts simultaneously across a wide range of industries including e-commerce, real estate, mortgage, lifestyle, and service-based businesses. His experience spans both agency and direct-client environments, supporting businesses across the USA, UK, Australia, Canada, Singapore, and China.

He has extensive expertise in Meta Ads and Google Ads, handling the entire campaign lifecycle—from market research, competitor analysis, strategy development, campaign setup, optimization, reporting, and scaling. David also brings a broader digital marketing background with experience in website development, CRO, SEO, automation, CRM management, email marketing, and analytics, making him a well-rounded performance marketer.

Media Buying & Performance Marketing

• Meta (Facebook & Instagram) Ads
• Google Ads
• LinkedIn Ads
• TikTok Ads
• Full-cycle campaign planning, execution, optimization, and reporting
• Budget management (managed monthly ad spend up to USD 20,000)
• Campaign scaling and performance optimization
• A/B testing (ad creatives, copy, and bidding strategies)
• ROAS, CTR, CPA, CPC, and conversion analysis

Digital Marketing

• Lead Generation
• E-commerce Marketing
• Conversion Rate Optimization (CRO)
• Email Marketing
• Social Media Management
• Basic SEO (On-page SEO)

Analytics & Tracking

• Google Analytics
• Google Tag Manager
• Google Merchant Center
• Conversion Tracking
• Audience Behavior Analysis

Website & Funnel Development

• WordPress
• Shopify
• Wix
• Funnel Creation
• Landing Page Optimization

CRM & Marketing Automation

• GoHighLevel
• Klaviyo
• Marketing Automation
• Email Workflows

Creative & Design

• Canva
• Banner and Ad Creative Development
• Graphic Design for Paid Campaigns

Research & Competitive Analysis

• SEMrush
• SpyFu
• Keyword Research
• Competitor Analysis

Client & Account Management

• Multi-account Management (up to 30 accounts)
• Performance Reporting
• Agency Collaboration
• Direct Client Communication with CEOs and Business Owners

David has accumulated more than six years of experience in digital marketing, with his entire career focused on media buying and paid advertising across Meta and Google Ads. Working primarily within marketing agencies, he has managed multiple client portfolios simultaneously, supporting businesses from various international markets including the United States, United Kingdom, Australia, Canada, Singapore, and China.

His responsibilities cover the complete media buying process, beginning with understanding the client's business objectives, conducting competitor and keyword research, planning campaign strategies, preparing ad creatives and copy, launching campaigns, monitoring daily performance, optimizing underperforming campaigns, and reporting on key marketing metrics. He regularly tracks KPIs such as ROAS, CTR, CPA, and conversion performance to ensure campaigns achieve their objectives.

In addition to paid advertising, David has experience in website development using WordPress, Shopify, and Wix, along with conversion rate optimization, email marketing, CRM automation through GoHighLevel, Google Analytics, Google Tag Manager, Merchant Center management, SEO, and social media marketing. His broad technical knowledge enables him to support the entire customer acquisition funnel rather than focusing solely on paid traffic.

One of his notable accomplishments includes managing a monthly advertising budget of approximately USD 20,000 for a large China-based e-commerce company. He also shared that he has achieved campaign results of up to 18x ROAS, with lead generation performance varying based on budget and market conditions. Throughout his agency career, he has handled as many as 30 active client accounts while maintaining campaign performance across multiple industries.

• David has been working for more than 6 years. He took up a Bachelor of Science in Information Technology and started his career as an IT Support. Eventually, he ventured to remote work where he specialized in digital marketing. He worked with a number of offshore clients engaging in various industries where he proficiently performed the following:
  • Digital Marketing 
  • Running paid campaigns in Facebook, and Google 
  • Lead generation
  • Customer Service
  • Digital advertising and marketing
  • Traffic monitoring and analysis
  • Social media marketing and management
  • API development
  • Software and IT support
  • Competitor analysis
  • Email marketing
• He has a year of on-page SEO experience.
• He had already managed and set up campaigns for lead generation, brand awareness, and sales conversion 
• He had handled multiple accounts and has managed budget around 
  • 2000 USD for Google Ads 
  • 450 USD for Facebook Ads 
• He used applications and tools like
  • Google Workspace
  • Google Tag Manager
  • Google Data Studio
  • Meta Ads
  • Microsoft Standard and 365
  • Microsoft Teams
  • Slack
  • WordPress
  • Salesforce
  • Klaviyo
  • MailChimp
  • Amazon
  • Shopify
  • GoHighLevel
  • Hubspot
  • Social media platforms such as FB, LinkedIn, and Pinterest.
  • SemRush 
  • Ahrefs 
  • Spyfoo
  • Canva
  • Capcut
  • Vismio 
• Fond of upscaling, he attended online courses and training where he received numerous certificates. Below is the list of certificates he possesses:
  • Google
    • Google Analytics Individual Certification
    • Google Ads - Measurement Certification
    • Google Ads - Search Certification
    • Google Ads - Display Certification
    • Google Ads - Video Certification
    • Google Ads - Shopping Certification
    • Google Ads - Aps Certification
    • Google My Business
  • HubSpot
    • HubSpot Academy SEO Certified
    • Social Media Certified
    • Content Marketing Certified
    • Digital Advertising Certified
    • Friction Sales Certified
    • Sales Enablement Certified
    • Email Marketing Certified
    • Inbound Marketing Certified
    • Inbound Sales Certified
  • TikTok
    • Ads Manager 101
• He can start immediately and is willing to work on any shift, either part-time or part-time.

Predictive Index Behavioral Profile - Scholar

Strongest Behaviors

• Strongly formal and reflective; a cool, sometimes withdrawn person who’s often deep in thought. Very skeptical of new people, requires substantial “proof” to build trust in someone.
• Extreme precision, sometimes perfectionistic; strong follow-through to ensure tasks are completed exactly in accordance with quality standards.
• Nearly exclusive focus on technical, rather than social issues. Very disciplined, specific thinking about what needs to be done, how to do it perfectly, and how to avoid pitfalls. Makes and checks an execution plan that is followed literally.

• John started his career as a Network Engineer in 2006.
• He eventually grew into the IT world where he handled multiple roles including IT Technical Account manager, I.T Desktop and Application Support, and a Technical Account Representative.
• He has the following certifications:
  • Avaya and Avaya OneX Training
  • Cisco and HP Switches
  • Microsoft Training and Seminar for BPO IT Professionals
• He has experience in Desktop/Hardware troubleshooting, Software/Application troubleshooting, Network Monitoring and Server Administration and Operation for Windows and Linux.
• He is ready to start immediately.

• Socially-focused, naturally empathizes with people, easily seeing their point of view or understanding their emotions. Positive, non-threatening communication.
• Teaches and shares; often working collaboratively with others to help in any capacity.
• Accommodating; most comfortable working with others, often puts team/company goals before personal goals. Promotes teamwork by actively sharing authority.

John Michael is a warm, informal, outgoing, and congenial person who gets along comfortably with most people, meets new people easily and enjoys doing so, and works as well in group situations as well as one-on-one. A persistent, eager helper; has the kind of comfort with intangibles required to do work requiring an intuitive understanding of others’ viewpoints and feelings.

He is able to reach and stimulate others while being aware of and sympathetically interested in their needs. Unselfish and derives satisfaction from doing things for other people and being liked and appreciated by them for doing so.

• Paul has been working as an IT professional for more than 20 years.
• He is involved in monitoring cloud servers and  resolving system issues.
• He is maintaining cloud and virtual servers such as Azure, AWS and VMware.
• He has experience in installing, configuring and setting up XenServers and Vicidial Servers.
• He install and configure Asterisk PBX, Set up and configure firewall, Video Conference, Cisco Router and Switch Management.
• He handled installation on new, or updated existing VMWare, Linux, and Windows servers.
• He also installed, configured, and maintained asset management applications and systems.
• He handled customer's technical issues and communicate with them via email, phone and ticketing system 
• He has certifications with:
  • Microsoft Certified Azure Fundamentals dated September 29, 2020.
  • Certified cPanel/WHM Professional Since March 2021
• He can Start ASAP.

• Private, serious, introspective, and reserved. Takes time to connect to and trust new people.
• Focused; can concentrate on the task at hand for long periods. Quickly notices and understands technical matters more than social ones. Consistent and patiently thoughtful.
• Works at a steady, unwavering pace; most comfortable with familiar processes, environments, and co-workers. Doesn’t easily change.

Paulito is thoughtful, disciplined, and particularly attentive to, careful of, and accurate with the details involved in the job. Identifies problems, and enjoys solving them, particularly within their area of expertise. Works at a steady, even pace, leveraging their background for the betterment of the team, company, or customer.

With experience and/or training, they will develop a high level of specialized expertise. Serious and dedicated to the job and the company. Their work pace is steady and even-keeled, and they’re motivated by a real concern for getting work done thoroughly and correctly. Discipline and circumspect thinking will lend caution to their decision-making; Paulito plans ahead, double checks, and follows up carefully on decisions and actions.