My name is Amal Mathews, and I am a results-driven IT Analyst with over 8 years of comprehensive experience supporting global enterprise environments across IT service management, technical support, escalation management, incident resolution, and service delivery. Proven expertise in ServiceNow ITSM, Active Directory, Microsoft Entra ID(AAD), Office 365, cross-platform support (Windows, macOS, iOS, Android), and implementing IT security policies.
In my previous roles, I have successfully led and mentored teams of 10 to 15 members, coordinating incident resolution, process improvements, and workflow optimization to enhance operational efficiency and customer satisfaction. Experienced in managing end-to-end support operations, handling high-priority escalations, and ensuring SLA compliance.
Certified in ITIL v4 Foundation, ServiceNow IT Leadership, and Microsoft 365 Administration. Currently based in Riyadh, at Al Iskan, with a transferable Iqama and immediately available for new opportunities. Actively seeking roles such as IT Specialist, IT Engineer, IT Support (L1/L2), Escalation/Incident/Problem/Change Management, Desktop Support, Team Lead, Service Desk, or Help Desk.
Contact: +966556708187
Email: [email protected]
Thank you!