Fatima M.

Executive Assistant | Remote Help Desk & IT Support | AI-savvy

Are you looking for a reliable, experienced IT professional who can keep your operations running smoothly? I'm an MSP Service Coordinator and IT Help Desk Analyst with 8+ years of hands-on experience delivering remote technical support, coordinating technician schedules, and resolving end-user issues efficiently — backed by a 5.0 Upwork rating across thousands of completed hours. 🔹 Key Responsibilities: Manage and prioritize service tickets based on urgency, impact, and complexity Coordinate technician schedules for remote and onsite support, ensuring efficient resource allocation Serve as the primary point of contact for client inquiries, updates, and service escalations Maintain accurate documentation, ticket updates, and status tracking using PSA tools (e.g., HaloPSA) Facilitate seamless communication between clients, technicians, and internal teams via email, phone, and collaboration platforms Perform initial troubleshooting to assess and categorize technical issues before escalation Adhere to industry best practices for service coordination, workflow optimization, and customer satisfaction 🔹 Tools & Technology Expertise: PSA Systems: HaloPSA (or similar ticketing platforms) Microsoft 365: Outlook, Teams, SharePoint Operating Systems: Windows 10/11, macOS environments Basic IT Knowledge: Active Directory, Group Policy, network shares I recently completed Google's IT Support Professional Certificate (Technical Support Fundamentals, 90.75%), reinforcing my foundational knowledge across hardware, OS, networking, and troubleshooting best practices. I bring a proactive mindset, strong organizational skills, and the ability to manage multiple priorities in fast-paced environments. Whether supporting day-to-day operations or streamlining technician schedules, I focus on delivering responsive, professional service that supports business continuity. Let's connect if you're looking for a reliable MSP Coordinator to help keep your service desk running efficiently.