Results-oriented IT Support Specialist with over 5 years of comprehensive experience in Riyadh and the UAE. Adept in providing Tier 1–3 support, IT service management (ITSM), and empowering end-users through platforms such as ServiceNow, Zendesk, and JIRA. Demonstrated success in reducing ticket resolution time by 25%, achieving 99% adherence to service level agreements (SLAs), and leading teams that support over 150 users.
Core competencies include:
ServiceNow, Zendesk, JIRA, MECM, Active Directory, ITIL, Windows operating systems, endpoint security, patch management.
Currently overseeing a team of 6 and delivering high-volume support in Riyadh. Open to immediate transfer opportunities.
