Saddiq A.

✅ $200K+ earned and 16,000+ hours billed on Upwork contracts ✅ 4,196 hours as support engineer on one platform, rated 5.0 ✅ 23 Upwork contracts, from support engineering to service delivery ✅ ITIL-certified, with a 0-4 hour response time on client messages Tickets pile up, SLAs slip and clients escalate before anyone sees the pattern. I run service desks and support teams so issues get owned, reported and fixed before they cost you an account. Here's what I can help you with: ✔ MSP Service Delivery Management: Day-to-day ownership of your service desk, ticket queues, technician workloads and client escalations. ✔ Service Desk Setup and Rescue: Ticket categories, priorities, routing rules and handoffs between Tier 1, Tier 2 and Tier 3 rebuilt so nothing sits unowned. ✔ SLA and KPI Reporting: Response and resolution times, first-contact resolution, backlog age and CSAT tracked weekly and reported to leadership and clients.✔ Escalation Management: A clear path from frontline agent to engineer to account owner, with client updates at every step until the issue is closed. ✔ ITIL Incident, Problem and Change: Incident handling, root-cause reviews and change approvals set up the ITIL way, sized for a small or growing team. ✔ Technical Support Team Leadership: Hiring support, shift coverage, coaching, QA reviews and performance targets for remote support teams. ✔ SaaS Support Operations: Support workflows, macros, knowledge base and bug handoffs between your support and engineering teams. ✔ Customer Success and Retention: Onboarding check-ins, health reviews and renewal risk flags so key accounts stay with you. ✔ IT Project Management: Rollouts, migrations and onboarding projects for new MSP clients, run on a clear plan with weekly status reports. ✔ Process Improvement: Recurring issues traced to the source, SOPs written and handoffs tightened so the same ticket stops coming back. ✔ Help Desk and NOC Coordination: Coverage plans, dispatch and on-call schedules for help desk and network operations teams. ✔ Ticketing and PSA Tools: Configuration, reporting and clean-up in the PSA, ticketing and project tools your team already runs. ✔ Industries: Managed service providers, SaaS companies, food technology and marketing platforms, agencies and growing tech teams.