Alaa Khayat
Riyadh,Saudi Arabia
Summary
Driven professional with outstanding leadership and communication skills, coupled with deep knowledge of IT systems and project management. Excels in problem-solving and team collaboration, ensuring seamless IT service delivery. Ready to make significant impact in IT Service Delivery role.
Overview
8
8
years of professional experience
2016
2016
years of post-secondary education
1
1
Certification
Work History
IT service manager
Almarai
Riyadh, Riyadh Region
03.2024 - Current
- Executed strategic plans for positive business growth.
- Led project teams for successful completion within deadlines.
- Managed IT service delivery to improve customer satisfaction.
- Developed team skills with regular training sessions.
- Managed successful implementation of ITSM ServiceNow.
- Defined service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions.
- Implemented Management printing solutions with a focus on improving business efficiency.
IT SUPPORT ENGINEER
Amazon SA
Riyadh
10.2023 - 02.2024
- On Site Build Lead for central Delivery station for Amazon KSA
- Leading the IT support for the entire KSA Amazon Logistics sites (AMZL)
- Assisted in the design, implementation and management of LANs, WANs and Wi-Fi networks for site launches
- Provided technical support to users by troubleshooting hardware and software issues
- Monitored system performance and provided proactive maintenance services
IT TECHNICAL SUPPORT
Amazon SA
Riyadh
06.2022 - 09.2023
- Managed the End User equipment rollout plan for largest Fulfillment Center (FC) for Amazon MENA
- Team leader for level one support for two business lines: Amazon FCS and ATS sites
- Participated with Innovation Hub team and developed Powershell scripts to automate user tasks
- Maintained inventory of all IT equipment including computers, laptops and peripherals
- Investigated advanced technical issues related to networks, operating systems ; provided expert advice where required
IT TECHNICAL SUPPORT SPECIALIST | CORPORATE
Nahdi Medical Co.
Jeddah
02.2021 - 05.2022
- Utilized department and company ticketing systems to manage and resolve client needs
- Created and maintained technical documentation
- Monitored system performance metrics to identify areas of improvement
- Installed, maintained and configured Oracle ORPOS Database
- Investigated advanced technical issues related to networks, operating systems ; provided expert advice where required
IT TECHNICAL SUPPORT SPECIALIST | PHARMA
Nahdi Medical Co.
Jeddah
12.2019 - 01.2021
- Provided technical support to internal and external customers, resolving hardware and software issues in a timely manner
- Provided remote client support by troubleshooting hardware, network, software, and customer service-related requests and inquiries
- Managed to support Point Of Sale (POS) operating systems, Networking, DB, AD, Exchange, App Support analysis and troubleshooting
- Provided training to end users on how to use the company's IT systems
IT DESKTOP SUPPORT ANALYST
Corning Optical Communications GmbH & Co.
07.2018 - 08.2019
- Identified root causes of system outages or other technical issues using problem-solving skillsets
- Provided technical assistance and support to customers with network, hardware, and software issues
- Resolved complex technical problems through research, consultation, and analysis of data
- Analyzed system logs to identify potential hardware or software issues that may arise
- Monitored performance of IT systems to ensure optimal functionality
IT SYSTEM ADMINISTRATOR
dispo-Tf Holding GmbH
09.2017 - 06.2018
- Created user accounts in Active Directory environment and managed group policies accordingly
- Configured, implemented, and maintained Windows Server systems including DNS, DHCP, Active Directory, Group Policies, WSUS, and Hyper-V
- Installed hardware components such as servers, hard drives, memory modules in accordance with best practices
- Provided technical support for users regarding system administration related issues
Education
MASTER OF SCIENCE (M.S.) - COMPUTER SCIENCE
University of Applied Sciences (HTW)
BACHELOR OF SCIENCE (B.S.) - STATISTIC/COMPUTER SCIENCE
King Abdul-Aziz University
Skills
- Service level agreement expertise
- ITIL framework
- IT operations improvement
- Technical Issues Analysis
- Support Ticket System Management
- Linux
- Programming and Administration
- Change Management
- New Technology Innovation
- Team Collaboration
Certification
ITIL 4 Foundation Certification
Languages
Arabic
Native
English
Advanced
German
Advanced
Custom
- Redhat Linux Fundamental
- AWS cloud Basics
Timeline
IT service manager
Almarai
03.2024 - Current
IT SUPPORT ENGINEER
Amazon SA
10.2023 - 02.2024
IT TECHNICAL SUPPORT
Amazon SA
06.2022 - 09.2023
IT TECHNICAL SUPPORT SPECIALIST | CORPORATE
Nahdi Medical Co.
02.2021 - 05.2022
IT TECHNICAL SUPPORT SPECIALIST | PHARMA
Nahdi Medical Co.
12.2019 - 01.2021
IT DESKTOP SUPPORT ANALYST
Corning Optical Communications GmbH & Co.
07.2018 - 08.2019
IT SYSTEM ADMINISTRATOR
dispo-Tf Holding GmbH
09.2017 - 06.2018
BACHELOR OF SCIENCE (B.S.) - STATISTIC/COMPUTER SCIENCE
King Abdul-Aziz University
MASTER OF SCIENCE (M.S.) - COMPUTER SCIENCE
University of Applied Sciences (HTW)
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