IT support specialist
Riyadh, Saudi Arabia +966 593 28 6120 [email protected]
PROFESSIONAL SUMMARY
Results-driven IT support specialist with 12+ years of experience delivering reliable IT operations, service
management, and infrastructure support across corporate and healthcare environments. Skilled in ITSM
frameworks, incident/problem/change management, SLA compliance, and L1–L3 end-user support. Adept at
leading service functions, managing escalations, and driving continuous improvement to ensure high availability
and business continuity. Currently deployed as dedicated onsite IT Service Lead for New You Medical Center
under Al Faisaliah Group.
CORE COMPETENCIES
✔ IT Service Management (ITSM) ✔ Incident & Problem Management ✔ Change Management
✔ SLA Compliance & Governance ✔ Active Directory & Access Control ✔ End-User Support (L1–L3)
✔ Microsoft 365 Administration ✔ Network & Systems Support ✔ IT Asset Management
✔ Vendor & Stakeholder Coordination ✔ KPI / Performance Monitoring ✔ Technical Documentation
PROFESSIONAL EXPERIENCE
IT Support Specialist Jan 2017 – Present
Al Faisaliah Group Riyadh, Saudi Arabia
• Lead end-to-end IT service operations, ensuring system availability, reliability, and consistent user satisfaction across
the organization.
• Manage ITSM processes — incident, problem, and change management — driving resolution within defined SLA
timelines and escalating critical issues appropriately.
• Administer Active Directory, group policies, and role-based access control to maintain a secure and well-governed IT
environment.
• Deployed as dedicated onsite IT Service Lead for New You Medical Center (Aug 2024 – Present), overseeing all IT
operations for a live healthcare facility.
• Monitor and report on service performance metrics (response times, resolution rates, uptime) to support data-driven
decision-making.
• Coordinate with third-party vendors and internal technical teams to resolve infrastructure and application issues
promptly.
• Identify patterns in recurring incidents and implement root-cause corrections to reduce repeat failures.
• Maintain accurate IT asset inventory and produce documentation and reports aligned with governance standards.
• Support GEA Helpdesk operations and contribute to service governance and continuous improvement initiatives.
IT Administrator Nov 2015 – Jan 2017
Saraya Tech Riyadh, Saudi Arabia
• Managed IT networks, servers, and end-user support operations across the organization.
• Administered Active Directory, user provisioning, and access management policies.
• Oversaw CCTV and physical security systems, ensuring continuous surveillance coverage.
• Installed, configured, and maintained hardware and software environments.
Senior Service Engineer Feb 2010 – Nov 2015
Micro Star International (MSI)
• Delivered advanced technical support for laptops and gaming systems, resolving complex hardware and software
issues.
• Managed RMA processes and spare parts inventory to minimize service turnaround times.
• Prepared detailed service reports and technical documentation to support quality assurance.
Hardware Engineer Aug 2008 – Jan 2010
Evergreen System Computer
• Built, deployed, and configured computer systems and operating environments.
• Diagnosed and repaired hardware failures, minimizing downtime for end users.
Technical Support Specialist Jul 2006 – May 2008
Blue Star Computers
• Provided technical support for desktop systems, peripherals, and monitors.
• Installed operating systems and applications, and repaired faulty components.
EDUCATION
Advanced Diploma in Computer Engineering Indo British Academy
Advanced Diploma in Hardware & Networking RJP Infotek
LANGUAGES
English • Arabic • Tamil • Malayalam • Hindi
ADDITIONAL INFORMATION
Nationality: Indian Saudi Arabia Driving License: Valid Iqama Transferable