Jay Biros

Help desk and contact center administrator with 15 years of experience configuring, migrating, and optimizing Zendesk, Intercom, Gorgias, Freshdesk, and Jira Service Management, then tuning the artificial intelligence (AI) agents on top of them. Delivered 500+ implementations for 150+ organizations, administering environments of 200+ agent seats and 250 to 1,000 tickets per day across triggers, automations, macros, Service Level Agreement (SLA) policies, intelligent routing, Application Programming Interface (API) and Customer Relationship Management (CRM) integrations, and AI-ready help centers. Certified administrator on Zendesk, Intercom, Gorgias, and Tidio.

Open to full-time, contract, and contract-to-hire roles.

Principal Consultant, Help Desk and CX Platforms - Smart Instinct (Automagical LLC) - Remote

(2020-10)

Lead administrator and solutions consultant for 150+ client organizations on Zendesk, Intercom, Gorgias, Freshdesk, Pylon, and Aircall, running up to 25 concurrent engagements.

• Build net-new help desk instances and full platform migrations end to end: ticket schema, triggers, automations, macros, SLA policies, routing, help center architecture, and CRM and API integrations.
• Administer environments of 200+ agent seats processing 250 to 1,000 tickets per day, including multibrand configuration, custom objects, role-based access control, and sandbox-to-production change management.
• Deploy and tune AI agents on Intercom Fin, Zendesk AI Agents, and Gorgias AI Agent, restructuring help center content for AI retrieval and building escalation rule and guidance libraries.
• Administer internal IT service desks on Jira Service Management and Freshservice: request types, service catalog, queues, SLA policies, approval and escalation workflows, and automation rules.
• Migrate historical ticket data between platforms with field mapping, bulk import, and QA validation, preserving reporting continuity through cutover.
• Run discovery, requirements, and configuration sign-off with Vice President and C-level stakeholders, then document SOPs and train internal admin and agent teams to self-sufficiency.
• Build SLA and CSAT reporting in Zendesk Explore and native platform analytics so client leadership can track service performance after handoff.

Sales Engineer, Consulting Manager, and Account Manager - ModSquad Inc. - Remote

(2011-07 - 2020-10)

Promoted through three roles across nine years, from account ownership into consulting management and finally pre-sales engineering on platform partnerships.

• Led 400+ Zendesk implementations plus Talkdesk, Freshworks, and Parature builds as senior help desk consultant.
• Managed 100+ concurrent customer support and trust and safety programs across software, AAA and indie gaming, Ivy League and eLearning education, and eTextbook clients.
• Directed teams of 20-30 project managers and consultants, owning staffing, delivery quality, and client escalation across the portfolio.
• Owned technical scoping and solution design on pre-sales engineering, partnering with sales to convert platform requirements into signed statements of work.
• Served as technical counterpart on platform partnerships with Zendesk and Talkdesk, running product demonstrations and architecture reviews for prospective enterprise clients.
• Held account ownership for renewals and program expansion, translating delivery performance into retained and grown contracts.
• Built moderation and trust and safety workflows for gaming and education clients, covering queue design, escalation tiers, and agent guidance documentation.

Bachelor of Science (B.S.) - Game Design - Full Sail University (2012-12)