Ahmed Z.Private profile: Upwork shows its earnings only to signed-in members, so we check it every few weeks, not daily. MRR here is a rough estimate (Upwork's six-month earnings ÷ months active). Last read Nov 5, 2026.

Zendesk Support Enterprise Admin since 2017. I run an EU-based consultancy to help business build, manage and grow their support operation using Zendesk products. I have strong passion for process optimisation, automation and software development. So, I took the best out of my Engineering background and pivoted it to what I like to do. For general setup and optimisation jobs, I look at every nook and cranny of Zendesk and give you a detailed report that will make sense even if you have never dealt with Zendesk before. It will include action items and recommendations for best practices and high efficiency as well as clear visuals of your agents hierarchy, triggers flow and more. Once you have a clear vision for features you want to implement, I can provide demo and live implementation, technical documentation and impact assessment. My biggest project has scaled up the support operation for a globally renowned game developer with 6 figures of monthly active users to manage a multi-brand consumer-facing enterprise instance serving products by multiple subsidiaries and segregated contractors. By organizing a dedicated content-rich help center for each product with chatbot, combined monthly tickets were down to 3-4 figures and only a small team of single-digit agents and managers were needed to manage the operation. Using custom-tailored automated workflows, agents spent only 40% of their time solving tickets leaving plenty of time for growth, and product knowledge (luckily that meant playing their own video games). Services: • Full Zendesk audit with detailed report aimed at stakeholders from all backgrounds • Custom Dashboards and analytics with automated email delivery • Support or Suite recommendation to optimise cost/feature balance • Advanced configuration of Support with multiple channels, help centres, chatbots and workflow automations • User Management through custom rules, permissions, and SSO authentication • API integration with external services • GDPR workflow for DPOs • Private app development and custom user interfaces I can be an even better fit with strong knowledge and experience in SaaS, Gaming, Fintech and Blockchain.