Abdulaziz Alunaizi
Dhahran
Summary
IT Service Manager with 5+ years of experience in IT operations, service delivery, and high-performance computing environments. Skilled in managing Juniper and Cisco infrastructure, coordinating cross-functional teams, and driving incident/problem management to ensure SLA compliance. Strong background in networking, cybersecurity, and IT service management.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Management Specialist
Juniper Networks
07.2024 - 10.2025
- Managed delivery of Juniper's services as the primary service contact for Saudi Aramco accounts.
- Drove SLA compliance, incident response, and service improvements.
- Developed comprehensive reporting mechanisms for tracking key performance indicators, improving overall efficiency in service delivery.
- Coordinated with TAC, Sales, and Engineering teams for seamless operations.
- Developed strong relationships with clients through proactive communication and timely resolution of issues, fostering trust and loyalty among customers.
- Facilitated cross-functional collaboration to improve customer satisfaction and service delivery outcomes.
- Developed and implemented training programs for staff, fostering skill enhancement and knowledge sharing.
- Streamlined service management processes to enhance operational efficiency across multiple teams.
- Ensured compliance with industry best practices by conducting regular audits and implementing corrective actions when needed.
Team Leader
Solutions by STC
10.2020 - 06.2024
- Led operations of a High-Performance Computing (HPC) Data Center for Saudi Aramco.
- Maintained routers, switches, and SIP router (Juniper, Cisco, Mellanox).
- Supported cybersecurity and troubleshooting, and IT operations.
- Maintained computing servers (HPE, Supermicro), cooling systems, and PDU racks.
- Led cross-functional teams to enhance project delivery and operational efficiency.
- Developed and implemented strategic initiatives to improve team performance and productivity.
- Oversaw daily operations of data center, ensuring optimal performance and uptime.
- Managed team of technicians, fostering collaboration and enhancing skill sets.
- Designed and implemented data center infrastructure solutions to optimize performance and reliability.
- Managed server installations, configurations, and troubleshooting for enhanced uptime and efficiency.
Patient Services
King Fahad Specialist Hospital
08.2010 - 01.2014
- Supported patient service by registering, admission, transfers.
- Assisted in guiding patients and improving service efficiency.
- Completed prior authorizations as necessary for patient services and referrals.
- Worked closely with interdisciplinary healthcare teams to ensure comprehensive coordination of patient services.
- Assisted in triaging patient needs, improving overall workflow within the emergency department.
- Managed patient records using electronic health record (EHR) systems to ensure data accuracy
- Maintained a high level of customer service with patients, families, and visitors by consistently displaying empathy, professionalism, and excellence in communication skills.
Customer Service
Zain SA
01.2009 - 10.2010
- Delivered customer support, resolved and escalated customers issues.
- Ensured high-quality customer experience and issue resolution.
- Managed high call volumes while maintaining quality standards and adherence to scripts.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Education
Bachelor of Science - Computer Information Technology
Purdue University
USA05-2019
Diploma - Management Technology
College of Technology
Dammam, Saudi Arabia04-2008
Skills
- Juniper expertise
- Cisco networking
- Mellanox
- Programmable logic controller expertise
- High-performance computing
- Incident management
- Risk assessment
- Security management
- Service level agreement management
- Operational service execution
- ITIL framework
- Data analyst
- Data center operations oversight
- SAP (SD, Analytics Cloud, S/4HANA)
Certification
- JNCIP-ENT, Juniper Certified Internet Professional - Enterprise Routing and Switching
- CompTIA Security+
- CompTIA Network+
- SAP Analytics Cloud
- SAP S/4HANA
- SAP SD
- Operations Manager Path
Languages
Arabic
English
Timeline
Service Management Specialist
Juniper Networks
07.2024 - 10.2025
Team Leader
Solutions by STC
10.2020 - 06.2024
Patient Services
King Fahad Specialist Hospital
08.2010 - 01.2014
Customer Service
Zain SA
01.2009 - 10.2010
Bachelor of Science - Computer Information Technology
Purdue University
Diploma - Management Technology
College of Technology