Farooq S.

Your systems are only as strong as the person running them — whether that's a Shopify store under order-volume pressure, or IT infrastructure that needs someone who actually owns outcomes instead of just logging tickets. I'm Farooq — an IT leader and e-commerce operations specialist with 20+ years managing technology delivery, currently Director of an MSP based in Kuala Lumpur, PMP and ITIL v3/v4 certified, and the operator behind 11,800+ hours and 78 completed engagements on Upwork. I work across two connected specialties: IT Project Management & Technical Support I lead projects the way I run my own MSP — structured, accountable, and end-to-end. That means scoping and delivering IT projects on time and budget, standing up or troubleshooting infrastructure, and providing Tier I–III technical support with the judgment to know when an issue is routine and when it needs to be escalated fast. My PMP and ITIL background means I don't just fix what's in front of me — I build the process so it doesn't break again. E-Commerce Operations Order and fulfillment management, customer support setup (Gorgias/CRM, macros, QA), dispute and chargeback handling on PayPal and Stripe, and backend troubleshooting on Shopify and WooCommerce. I take ownership of the operational layer so store owners can focus on growth instead of firefighting. What ties both together: I catch system-level problems before they become client-facing ones, I communicate clearly and proactively across time zones, and I close things out properly — you won't be chasing me for status updates. If you need someone to take real ownership of a project, a support queue, or your store's operations, message me with what's currently broken or at risk. I'll tell you plainly how I'd approach it.