barrygotas

I keep remote teams working. For the past four years I've handled L1/L2 technical support at HubSpot, supporting macOS and Windows users across time zones through tickets, chat, and calls, under real SLA targets. 

What I can take off your plate: 

• Day-to-day end-user support for macOS and Windows, including troubleshooting, escalation, and documentation
• Device lifecycle work: setup, provisioning, and onboarding new hires
• Identity and access management in Active Directory, Google Workspace Admin, and SSO
• MDM administration with Jamf (Jamf 100 Certified Associate) and Intune
• Ticketing workflows in Jira, ServiceNow, and Zendesk, including queue hygiene and knowledge base articles

Crypto and Web3. I'm not a support agent who read a glossary before the interview. I use this stuff. I track wallets and transactions on-chain through block explorers, do my own coin analysis, trade futures, and I know where users actually get hurt: approvals they never revoked, seed phrases in a screenshot, a bridge transaction that looks stuck but isn't. I understand the basics of AML risk in crypto and why exchanges ask the questions they ask. That means when a user writes in panicking about a missing deposit or a failed withdrawal, I can read the chain, work out what really happened, and explain it to them in plain language instead of pasting a macro.
 
I'm a native Spanish speaker with advanced English, so I can support your users in either language. Based in Bogotá (UTC-5) and available weekday evenings and weekends, which works well for after-hours and weekend coverage in US time zones.