Ali M. Al-Obaid
Senior Technical Support Administrator
Riyadh
Summary
With over 14+ year as managing technical services and support operations, have specialized operating systems, database systems management. Team player with excellent oral and written communication skills. detail-oriented person with passion for producing quality results that exceed expectations. Extensive experience working with IT Service environment , adept at analyzing critical support requirements while increasing reliability and improving productivity , IT support and maintenance. Managed 20+ cases daily for on-site and remote users. Familiar with ITSM and ITIL
Information and communications technology System Administrator and Business Relations professional Detail-oriented [ Senior Technical Support Administrator ] with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
13
13
years of professional experience
3
3
Certificates
Work History
Senior Technical Support Administrator
Economic Cities and Special Zones Authority
01.2012 - Current
- Providing Technical consultancy and developing end to end Network Planning & Design Telecom Solutions
- Perform executive level administrative, supervisory and public contact work necessary to direct the Contractor progress, IT infrastructure, Marketing achievement, and divisions budgeting
- Establish departmental goals and objectives, Plan and develop programs, policies, and procedures related to areas of responsibility based on analysis of Company stakeholder needs
- Direct or coordinate the supportive services department of a business, agency, or organization and government ministries Effectively utilize Company resources through the hiring, training, evaluation, and discipline of subordinates and staff Promote and development proposals for regulations, standards and mechanisms to improve performance and intonation
- Designing organizational structure, describing the IT Service Management processes and Incident Management, Problem, Configuration , and Change Management
- E-Mail Client Configuration & Support (Microsoft Outlook ) Windows 10, & and XP professional Client Operating Systems
- Setting up new users' accounts and profiles and dealing with password issues , Raising & maintaining incident tickets and problem records
- Good knowledge about Active directory, DNS and DHCP, Exchange Admin Center
- Provided functional and technical support, troubleshooting and diagnosing hardware and software problems Prepare and present reports to update management on IT support operations
Technical Support Engineer
Saudi Arabian General Investment Authority
01.2011 - 01.2012
- Deploy and configuring PCs, Workstations and Laptops
- Providing networking, design, installation and maintenance services Resolving the issues over the telephone and by email
- Providing support for Windows, Macintosh issues
- Responsible for configure and test any new hardware and software
Technical Support Engineer
Riyadh Municipality
01.2010 - 01.2011
- Set up workstations with computers and necessary peripheral devices (routers, printers etc.)
- Install and configure appropriate software and functions according to specifications
- Develop and maintain local networks in ways that optimize performance
- Ensure security and privacy of networks and computer systems
- Provide orientation and guidance to users on how to operate new software and computer equipment
- Organize and schedule upgrades and maintenance without deterring others from completing their work
- Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)
- Maintain records/logs of repairs and fixes and maintenance schedule
- Identify computer or network equipment shortages and place orders
Education
Diploma in Computer Networking - Computer Networking
Skills
Technical support expertise
undefinedCertification
Blue Coat Certified Proxy Administrator
Timeline
Senior Technical Support Administrator - Economic Cities and Special Zones Authority
01.2012 - Current
Technical Support Engineer - Saudi Arabian General Investment Authority
01.2011 - 01.2012
Technical Support Engineer - Riyadh Municipality
01.2010 - 01.2011
Horizons Computer Learning Centre - Diploma in Computer Networking, Computer Networking
Blue Coat Certified Proxy Administrator
Administering Microsoft Exchange Server 2016
Introducing Cisco Voice and Unified Communications Administration
Projects
· Riyadh Municipality
- Providing the technical infrastructure for the buildings of the municipalities of the Riyadh Municipality
· Ministry of Investment
- Upgrading computer operating systems
- Technically equipping meeting rooms and linking them to virtual visual communication systems
· Special Cities and Economic Zones Authority
- Upgrading computer operating systems and Office applications
- Equipping the technical infrastructure for the ECZA building in King Abdullah Economic City and Riyadh Office
- Technically equipping meeting rooms and linking them to virtual visual communication systems
- Installation of CCTV-Camera Systems
- Activation and operation of IT services management systems (ManageEngine ServiceDesk Plus)
- Activation and operation of self-service password management tool systems (ADSelfService Plus - Active Directory)
- IT Asset Management System
Projects
· Riyadh Municipality
- Providing the technical infrastructure for the buildings of the municipalities of the Riyadh Municipality
· Ministry of Investment
- Upgrading computer operating systems
- Technically equipping meeting rooms and linking them to virtual visual communication systems
· Special Cities and Economic Zones Authority
- Upgrading computer operating systems and Office applications
- Equipping the technical infrastructure for the ECZA building in King Abdullah Economic City and Riyadh Office
- Technically equipping meeting rooms and linking them to virtual visual communication systems
- Installation of CCTV-Camera Systems
- Activation and operation of IT services management systems (ManageEngine ServiceDesk Plus)
- Activation and operation of self-service password management tool systems (ADSelfService Plus - Active Directory)
- IT Asset Management System
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