Summary
Overview
Work History
Education
Languages
Accomplishments
Character Refference
Timeline
Generic
Alkayd James Guarin

Alkayd James Guarin

Riyadh,Saudi Arabia

Summary

Experienced technical support specialist with more than 7 years in the field. HDI certified, equipped to handle various technical challenges and adapt to new environments. Focused on continuous improvement and expanding technical expertise.

Overview

3
3
Languages
13
13
years of professional experience

Work History

IT Service Desk / Command Center Engineer

Vision Bank
Riyadh, Saudi Arabia
04.2025 - Current
  • Responded to incoming requests and incidents via chat and ticketing system, ensuring timely resolution and user satisfaction.
  • Provide excellent customer service to internal users either desk side or via remote controllll.
  • Diagnose and resolve technical issues related to hardware, software, and network
    systems.
  • Monitor infrastructure systems and applications for performance and reliability, and
    troubleshoot and resolve issues as needed.
  • Provide end-user support for desktop, laptop, mobile devices, and peripherals.
  • Manage and prioritize incidents and requests according to established procedures
    and service level agreements.
  • Perform regular maintenance activities such as patching, backups, and security
    updates.
  • Collaborate with other IT teams to ensure that infrastructure systems are integrated
    and optimized for performance
  • Escalate complex issues to appropriate IT support teams and management.
  • Collaborate with team members to identify recurring issues and develop solutions to
    prevent future incidents.
  • Executed software upgrades and managed new releases in collaboration with IT teams.
  • Assisted in managing mobile device management solution to ensure seamless user experience.
  • Executed regular backups of data and systems to prevent data loss.
  • Document all incidents, requests, and resolutions in the service management
    system.
  • Document all incidents, requests, and resolutions in the service management system.
  • Provide excellent customer service to internal users either desk side or via remote
    controll.

IT Service Desk Technician

Bank Albilad
Riyadh
04.2021 - 04.2025
  • Diagnose and resolve technical hardware and software issues.
  • Document user requests and update client trouble tickets to ensure timely resolution of issues.
  • Respond to requests for technical assistance on timely manner advise user on appropriate action.
  • Identify and escalate situations requiring urgent attention.
  • Support and troubleshoot network issues and verify certification which complies with the company policy.
  • Also undertake maintenance of computer networks, hardware, software, and other equipment at regular intervals.
  • Prepared PCs and laptops for new employees, ensuring readiness for immediate use.
  • Communicated technical information effectively to non-IT staff, facilitating informed decision-making.
  • Managed technical support operations to ensure efficient problem resolution.
  • Supports meetings within the company and video conference such as Board of Directors & Executive meetings.

IT Helpdesk & Technical Support Specialist

Vinnell Arabia
Riyadh, Saudi Arabia
01.2018 - 04.2021
  • Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Responds to queries either in person, over the phone or through email Messages for customers seeking help, asks questions to determine nature of Problem, walks customer through problem-solving process, and then follows up with customers to ensure the issue has been resolved.
  • Assisted computer users with troubleshooting and resolving technical issues, enhancing user satisfaction.
  • Coordinated incoming support requests for ERP applications, ensuring timely routing to appropriate support personnel.
  • Coordinates automation maintenance incoming support requests and routes them to the appropriate channels within the IMD.
  • Runs diagnostic programs to resolve problems.
  • Maintains daily performance of computer systems.
  • Install computer peripherals for users.
  • Follows up with contractor personnel on repaired and ready for pickup equipment.
  • Assists in writing training manuals and training computer users on basic computer functions and programs.
  • Generated reports to identify recurring malfunctions and areas needing improvement.
  • Gains feedback from customers about computer usage.
  • Executed various mission-related tasks to support team objectives.
  • Information Management Division

Senior Admin Specialist

Vinnell Arabia
Riyadh
12.2015 - 01.2018
  • Supported Manager, Procurement and Subcontracts Division by coordinating administrative tasks and streamlining processes.
  • Prepares documents, reports, and correspondence in English; to include letters, RFQs/RFPs, purchase orders, reports, etc.
  • Maintained comprehensive logs of purchase requisitions, RFPs, and purchase orders to ensure accurate tracking and compliance.
  • Establishes and maintains procurement and personnel filing systems for the Procurement Department.
  • Utilised MAXIMO and Local Area Network to produce PR tracking reports and generate special and periodic reports.
  • Maintains suspense files on outgoing and incoming correspondence.
  • Ensured telephone coverage for the office, facilitating smooth communication with clients and vendors.
  • Acts under the direct supervision of the Manager, Procurement and Subcontracts Division. Reasonable latitude in administrative approach but little flexibility on priorities.
  • Procurement & Supply chain Division

Courier/Reception

FedEx Transportation Company
Riyadh
03.2015 - 06.2015
  • Coordinated collection and dispatch between consignee location and station office to ensure timely deliveries.
  • Coordinate inbound and outbound shipments across designated area routes and stops.
  • Maintained accurate records of deliveries, collections, and undeliverable items, contributing to operational efficiency.
  • Enhanced customer satisfaction by providing attentive service and personalised assistance to every account.
  • Delivered professional customer service to create positive first impressions and uphold business reputation.
  • Engaged incoming customers with a professional attitude and provided expert guidance to ensure a positive experience.
  • Handled customs duty processing, then reconciled received funds with cashier.

Recreation Assistant

United States Military Training Mission (USMTM)
Riyadh
10.2013 - 03.2015
  • Designed engaging flyers using PowerPoint and Publisher for MWR activities, including Eskan Community Calendar, Weekly Movies, and monthly ECC specials, enhancing community participation.
  • Created and updated MWR bulletin boards monthly to showcase current themes and events, fostering community engagement.
  • Organised and maintained inventory of supplies and loan items, facilitating efficient service and enhancing customer satisfaction.
  • Served as cashier, managed inventory, and prepared daily activity and cash reports for resale and Bingo programs.
  • Handled incoming phone calls to manage reservations for loan items efficiently.
  • Delivered general support services to the administration department, Eskan Community Club and MWR Gift Shop.
  • Supported decorations for Various events.
  • Preparing TDY meals reports to be submitted to the accounting department of the Office of the Program Manager (OPM), the Office of the Program Manager-Facilities Security Forces (OPM-FSF) and the United States Military Training Mission (USMTM) for reimbursement.
  • Ensured timely cash deposits to maintain financial integrity.

Cashier/filling clerk/store clerk/data encoder

United States Military Training Mission (USMTM)
Riyadh
06.2013 - 08.2013
  • Facilitated smooth transactions for customer purchases.
  • Screened materials to verify pricing and ensure correct pricing at point of sale.
  • Executed financial service procedures with accuracy and attention to detail.
  • Managed inventory by accepting deliveries and organising merchandise for optimal display.
  • Coordinated shipment of items to soldiers across the Middle East.

Education

Bachelor of Science - Information Technology

Lyceum of the Philippines - Postgraduate
General Trias, Cavite, Philippines
01-2013

High school -

Al-Danah International School
Riyadh, Saudi Arabia
01-2010

Elementary school -

Al-Danah International School
Riyadh, Saudi Arabia
01-2006

Languages

English
Proficient
C2
Tagalog
Proficient
C2
Arabic
Beginner
A1

Accomplishments

  • HDI Technical Support Professional
  • Microsoft 365 Identity & Services
  • Managing Modern Desktop Training Course

Character Refference

  • Omar Othmain -Supervisor at Bank Albilad

omarajo@outlook.sa 

  • Jeff Gordon - Supervisor at Vinnell Arabia LLC.

jeff@jpgordonllc.com

Timeline

IT Service Desk / Command Center Engineer

Vision Bank
04.2025 - Current

IT Service Desk Technician

Bank Albilad
04.2021 - 04.2025

IT Helpdesk & Technical Support Specialist

Vinnell Arabia
01.2018 - 04.2021

Senior Admin Specialist

Vinnell Arabia
12.2015 - 01.2018

Courier/Reception

FedEx Transportation Company
03.2015 - 06.2015

Recreation Assistant

United States Military Training Mission (USMTM)
10.2013 - 03.2015

Cashier/filling clerk/store clerk/data encoder

United States Military Training Mission (USMTM)
06.2013 - 08.2013

Bachelor of Science - Information Technology

Lyceum of the Philippines - Postgraduate

High school -

Al-Danah International School

Elementary school -

Al-Danah International School
Alkayd James Guarin