Abdulrahman Al-Fahad
Riyadh, Saudi Arabia
Summary
Results-driven Service Desk Team Lead with strong experience in IT operations, customer support, and project management. Proven track record in improving SLA performance, leading digital transformations, and optimizing service delivery. Certified in CompTIA Security+ and CCNA, with solid expertise in cybersecurity, networking, and secure IT environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Service Desk Team Lead
SAMI Advanced Electronics
Riyadh
06.2024 - Current
- Assisted in transition from ManageEngine to ServiceNow three months early.
- Supported increased SLA compliance from 80% to 99% for over a year.
- Helped resolve tier 2/3 issues using Active Directory, PAM, Entra ID, and IWEMC.
- Facilitated reduced L2 escalation rates by 35% through coaching and mentoring.
- Contributed to 'Leader in the Trenches' initiative, enhancing resolution time by 25%.
- Conducted weekly leadership visits to support team performance.
- Collaborated with C-level executives to provide high-quality IT support.
Team Supervisor
Mharah
Riyadh
06.2023 - 05.2024
- Managed 24/7 call centre operations.
- Coached team members and improved performance.
- Handled escalated and VIP cases.
- Managed KPIs and optimised workforce planning.
Operations Manager
Munjz
Riyadh
10.2021 - 10.2022
- Improved service request matching to 95%.
- Reduced response time by 40%.
- Achieved 90% issue resolution within 24 hours.
- Developed training programmes and improved service quality.
Project Manager
NHC
Riyadh
07.2019 - 04.2021
- Led nationwide housing initiative across 13 regions.
- Increased weekly sales by 300% (record: 415 units/week).
- Achieved 95% customer satisfaction.
- Met Ministry KPIs within 3 months.
Project Specialist
NHC
Riyadh
01.2019 - 07.2019
- Supported nationwide project launch and coordination.
- Managed reporting and data validation.
Sales Specialist
Walaa Insurance
Riyadh
01.2017 - 12.2018
- Achieved over SAR 3M annual sales.
- Built strong B2B relationships.
Education
Bachelor of Science - Computer Science & Information
Majmaah University
zulfi01-2015
Skills
- ServiceNow ticketing and ITSM
- Incident and problem management
- SLA and KPI management
- Active Directory and Entra ID
- Process optimization and reporting
- Team leadership and operations management
- Stakeholder and VIP management
Certification
- Security+ certified
- CCNA
Timeline
Service Desk Team Lead
SAMI Advanced Electronics
06.2024 - Current
Team Supervisor
Mharah
06.2023 - 05.2024
Operations Manager
Munjz
10.2021 - 10.2022
Project Manager
NHC
07.2019 - 04.2021
Project Specialist
NHC
01.2019 - 07.2019
Sales Specialist
Walaa Insurance
01.2017 - 12.2018
Bachelor of Science - Computer Science & Information
Majmaah University