IT Service Improvement Manager

• Mar 2021 - Present

Service Delivery Manager

• May 2017 - Mar 2021

IT Operations Team Leader

• Aug 2016 - May 2017

Security Monitoring Officer

• Nov 2015 - Aug 2016

End User Computing Support Team Leader

• Sep 2014 - Nov 2015

Acting Team Leader of both Service Desk and Customer Support At International System Engineering (IS

• Aug 2012 - Feb 2014

Desktop Support Engineer

• May 2009 - Aug 2012

Duties and responsibilities:Responsible for technical support for BAE Systems users from all remote sites all over the kingdomHandling, diagnosing and resolving incoming customer technical support issues in a timely mannerProvides onsite support at the location of the customers remotelyProviding support for Server platform running Windows 2003/2008 and client Windows 7/XPEscalate design issues to Infrastructure Solution Architects Team and work with them to effectively resolve issue. Communicate with customers on status and resolution time.Provide feedback to the product and engineering groups on product related bugs, issues and recommended improvements.Data Centers (racking including Racks building, Power, Cabling, Cooling consideration)High Performance Computing (and application with other technologies such as Cloud)Research technological advancements on data networking solutions in order to continuously improve, support, and align with industry standards to meet upcoming requirements of customers. Show less

Desktop Support Analyst (SALAM Project)

• Mar 2009 - May 2009

• Taking ownership of customer problems or incidents until the Issues have been resolved to the customer’s satisfaction and or in compliance with agreed upon Service Level Agreements. Performing Tier III work on products and services of high complexity.• Work closely with implementation, engineers, and product management teams to ensure customer support problems are addressed quickly.• Providing technical leadership and quality assurance in delivering consulting and integration services to clients.• Actively participate in deploying and testing new product and feature releases.During my stay in ISE Riyadh Headquarters, I have worked for the various projects, some of the major are motioned below: Show less

Project co-coordinator (C4i Project)

• Dec 2008 - Mar 2009

• As an owner of the bill of material between ISE and suppliers, I was responsible to arrange and deliver for all the deliverable assigned to me.

Projects Accountant for All ISE Projects

• Jan 2008 - Dec 2008

• Management of Solution development process from Presales phase to project initiation to deployment of the solution into production network.

Project Administrator (TAMPA Project)

• Jan 2008 - Dec 2008

Clear track record of effectively managing competing work deliverables and priorities both individually and with management to ensure successful project outcomes

Project Administrator (SAING Project)

• Jan 2007 - Jan 2008

• Assist and co-ordinate in preparation of the project scope and project initiation.• Ensuring completion and quality management of the Technical Acceptance and Production Readiness Documentation.

Help desk Administrator

• Jan 2007 - Jan 2008

• Incident detection and recording- Record basic details of the Incident- Alert specialist support group(s) as necessary- Start procedures for handling the service request• Classification and initial support- Classify Incidents- Matching against Known Errors and Problems- Informing Problem Management of the existence of new Problems and of unmatched or multiple Incidents- Assigning impact and urgency, and thereby defining priority- Considering and monitoring SLA with the National Guard while providing technical support• Analyze help desk performance through various statistical and reporting methods• Escalating outstanding critical issue to the UK helpdesk and follow up until issue resolve Show less

Project Manager

• Jul 2006 - Jan 2007

My responsibility was to execute and monitor the project performance and finish all assigned task within the agreement with STC data. My responsibility was to execute and monitor the project performance and finish all assigned task within the agreement with STC data.

Front office receptionist

• Nov 2002 - Oct 2003