Report and analysis
Bader Baabbad
IT Service Support Specialist
Riyadh,01
Summary
Experienced IT service support with over 21 years of experience in IT. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
9
9
Certificates
2
2
Languages
Work History
Technical Support Manager
TCS
Riyadh, Riyadh
04.2023 - Current
IT Services Support Specialist
Mobily- NCBS
Riyadh , Riyadh
12.2017 - 03.2022
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Used BMC Remedy ticketing systems to manage and process support actions and requests.
- Patched software and installed new versions to eliminate security problems and protect data using Microsoft SCCM .
- Helped streamline repair processes and update procedures for support action consistency.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Desk Side Support teams leader
IBM
Riyadh, Riyadh
01.2014 - 12.2017
- Employment: Meatch.
- Reported to IBM.
- Collaborated with IBM and Mobily IT Management to provide the Support within Agreed SLA.
- Worked with Mobily Sales support teams to understand needs and provide excellent service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed team of 45 employees 4 Support teams and 7 support groups, overseeing hiring, training, and professional growth of employees.
- Worked closely with Mobily Service Support directors to maintain optimum levels of communication to effectively and efficiently complete projects.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Desk Side Support teams leader
01.2012 - 05.2014
- (Mobily Desk Side Support ).
- Job Purpose: - handle 4 teams “7 support groups” -Ability to perform in adverse situations, Critical Incident management and Severity Case management.
- Motivate team members and manage customer expectations.
- Influence Team to Achieve results.
- Communications with IT users & Support teams.
- Communications with IT Vendors -Handling escalations from the users.
- Deliver SLA’s effectively and efficiently.
- Conduct process training , process knowledge tests & training to bridge the process gaps, identifying the learning gaps of associates and planning training To address the same.
- Job responsibilities: -Act as an escalation point for all end users who contact IT Desk Side Support.
- Publish Weekly /Monthly/Quarterly reports and review with IT DSS Manager.
- Team Mentoring and training skills –Ability to learn new technology and Advances and further document and train the analysts.
- Monitoring the daily activities like remedy queue monitoring , monitor that the activities Of the staff are aligned to the process, make sure that the reported incidents are well attended.
- Studying and giving recommendation for the hardware replacement by means of IT Report.
- Managing, Planning and inspecting the installations, configurations and deployment Of various software and hardware devices and troubleshooting them.
- Escalating complex issues to the appropriate administrators ,installing, testing and deploying department-specific and line-of-business applications on end-user computers Making necessary changes to end-users desktops , and re-imaging end-users desktops On an as needed basis.
- Coordinating with various vendors related to the support and services , taking part in The testing, quality checking and purchasing phase of software and computer hardware Best suited based on the company and market standards.
- Follow standard Desk Side Support operating procedure-based on ITIL-; accurately log all Desk Side Support contacts using requests tracking “Remedy and Maximo“ ticketing system.
- Technical support and problems solving when necessary.
- Participate in the management reviews and discussions.
- Continual Service improvement in the IT Desk Side Support.
- Interactions with all other groups of IT Desk Side Support.
- Problem Management coordination for recurring issues.
- Coordination with other technical teams.
- Active Directory management.
- Administering Active Directory users and group’s management, distribution of packages via Altiris server across all the desktops and servers, patch management.
- Responding to issues assigned or escalated from Tier1 support , using a trouble ticket system to manage workflow troubleshooting desktop operating system issues and desktop application issues.
- Conducting meeting with departments for the functioning of the DSS operations.
- Employment: WIPRO Arabia – Limited.
- Reported to Mobily IT.
Customer Service Engineer
Wipro
Riyadh , Riyadh
11.2009 - 11.2012
- Technical support for END USERS (Mobily Service Desk ) Employment: Al-Alamiah Company Duration: may 2006 till now.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Communicated with vendors regarding back order availability, future inventory and special orders.
Team leader
01.2006
- For Vista Deployment Project , Technical support for laptop, desktops and printers (STC - PROJECT) Employment: Ebttikar Technologies Duration: September 2004 till may.
End user support Engineer
Compaq, Dell
07.2004 - 08.2009
- Major Responsibilities:.
- Worked Exhaustively on, proliant,, , HP&IBM advance configuration Pc’s for any Hardware and software related issues.
- Giving technical support to managers & users.
- Installed and configured SAUDI TELECOM 902 & 907 (Mobile & Landline Service Desk) Software ICMS (Integrated Customer Management System….), Jwalk & IBM Personal Communication Software.
- Troubleshooting and Finding bottlenecks for network, Hardware and Software problems.
- Installing, Configuring and Managing, Trendmicro Office scan Antivirus on clients.
- Windows NT/2000/XP O/S for Clients Installation and Configuring Microsoft Outlook 2000and 2003 for local and Internet e-mails.
- Installation & Configuration of Network and Local Printers.
- Certifications.
- PRINCE2 practitioner 2016.
Education
PRINCE2 foundation 2016 HDI Support Center Team Lead Course Mar 2015 PMP Project Management Professional -
PRINCE2 foundation 2016 ITIL V3 Foundation 642-902 ROUTE( Implementing Cisco IP Routing) - undefined
642-813 SWITCH ( Implementing Cisco IP Switched Networks) - undefined
Cisco Information Security Specialist - undefined
Cisco Certified Network Associate (CCNA) - undefined
Microsoft Certified Professional(MCP) - undefined
Diploma - Local Area Network(LAN
Bachelor of Science - Computer Engineering
University of Science & Technology
Yemen , Sana'a 03.1999 - 06.2004
Master of Science - Project Management
Midocean
Online 05.2022 - 05.2023
ITIL V4 Foundation
ITIL V4
Online 10.2022 - 10.2025
Skills
End user support
Certification
Bachelor in Computer Engineering.
Software
Microsoft Office
Microsoft SCCM
SCALA content manager
SharePoint
BMC Remedy
Timeline
Technical Support Manager
TCS
04.2023 - Current
ITIL V4 Foundation
ITIL V4
10.2022 - 10.2025
Master of Science - Project Management
Midocean
05.2022 - 05.2023
IT Services Support Specialist
Mobily- NCBS
12.2017 - 03.2022
Desk Side Support teams leader
IBM
01.2014 - 12.2017
Desk Side Support teams leader
01.2012 - 05.2014
Customer Service Engineer
Wipro
11.2009 - 11.2012
Team leader
01.2006
End user support Engineer
Compaq, Dell
07.2004 - 08.2009
Bachelor of Science - Computer Engineering
University of Science & Technology
03.1999 - 06.2004
PRINCE2 foundation 2016 HDI Support Center Team Lead Course Mar 2015 PMP Project Management Professional -
PRINCE2 foundation 2016 ITIL V3 Foundation 642-902 ROUTE( Implementing Cisco IP Routing) - undefined
642-813 SWITCH ( Implementing Cisco IP Switched Networks) - undefined
Cisco Information Security Specialist - undefined
Cisco Certified Network Associate (CCNA) - undefined
Microsoft Certified Professional(MCP) - undefined
Diploma - Local Area Network(LAN
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