Faisal Alamoudi
Jeddah,Saudi Arabia
Summary
- Dedicated Team Leader promoting quality assurance, issue resolution and interpersonal communication skills.
- Organized Team Leader with three years of experience. Builds positive rapport, inspires trust and guides teams to achieve organizational goals. Strong facilitator, trainer and mentor.
- Moved more than 1000 devices from Windows operating system to Chrome OS (Google Products).
Overview
10
10
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work history
Service Devilry Team Lead
AlmajalG4s
Jeddah, Saudi Arabia
09.2021 - Current
- Gave first-line support to customers within agreed Service Line Agreement (SLA).
- Reviewed KPI and SLA performance and suggested actionable improvements for underperforming areas.
- Coordinated workload with new teams to complete tasks in line with Service Level Agreements (SLA).
- Coached team members through new or difficult workflows.
- Promoted professionalism among staff to develop productive relationships.
- Mediated team decision-making and problem-solving for peaceful resolutions and decision-making.
- Developed and implemented strategic processes for improved productivity and profitability.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Documented workflow charts, records and job descriptions to guide overall organisational improvements.
- Oversee daily operations to achieve high productivity levels.
On-Site Support Team Lead
DXC (Hewlett Packard Enterprise)
07.2016 - 05.2021
- Communicate team status, task accomplishment, and direction. - Focus to the team on the tasks at hand or the internal and external customer requirements. - Upgraded more than 1000 devices from Windows 8 and 8.1 to Windows 10 in 3 months (MENABEV CO).
Senior Assistance Customer Support
DXC (Hewlett Packard Enterprise)
07.2016 - 11.2019
- Provide professional technical support to all IT support related tickets. - Prepare, hand over and track IT assets (including PCs, monitors, etc.). - Configuration and handover of Polycom IP phones (using Lync server 2013). - Provide support for Apple products and smartphones. - Minor account management duties in active directory. - Monitor and handle professional HPE provided ticketing tool (HPSM). - Collaborate with and assist different teams (network, messaging, application, etc.). - First line support ERP Infor.
- Achievements: - Participated in the IP phones revamp project (replacing old Nortel phones for all users with modern Polycom IP phones). - Assisted with the MenaBev HO transfer project from old HO to new one. - Provided constant satisfactory and professional service and support to customers across all branches.
On-Site Support Engineer (IT Coordinator)
SIPCO (PEPSI Co. in SA)
05.2015 - 06.2016
- I was a part of the support team providing technical support to SIPCO users before DXC took over IT duties and I transferred to them. - Managed Network infrastructure and worked at Data center, Endpoint at security and Unified communication.
IT sales and support specialist
Jarir Books. tore (SA)
06.2014 - 04.2015
- Provide customers with details and information about the various products available at Jarir and sell the products to the customers. - Worked with the maintenance department and assisted them with various tasks.
Education
Bachelor's degree in Science - Hydrogeology
King Abdul-Aziz University
01.2005 - 04.2013
Skills
- Very good communication skills
- Excellent time management
- Fully cooperative, creative and highly disciplined
- Decision-making and leadership
- Ability to work under pressure with tight deadlines
- Ability to work both independently and as part of a team
- Ability to work on multiple projects simultaneously
- Takes Safety seriously at all times
- Service management
Languages
Arabic
Native
English
Upper intermediate
Personal Information
- Date of birth: 1986
- Nationality: Saudi
Custom
- Ahmad Al-Joaid, +966551055103
- Ahmad Abbas, +966548566660
- Yousef Zagzog, +966564466662
Certification
- - Took a full certified training CCNA course in February 2018.
- Attended several sites’ surveys to Aramco Exploration Department facilities with several faculty and student members in which we were exposed to the recent technical methods used to explore Gas and Oil on an intensive 5 5-day program (2012).
- Attended Summer Training Program at Aramco in Jeddah area in 2004.
Timeline
Service Devilry Team Lead
AlmajalG4s
09.2021 - Current
On-Site Support Team Lead
DXC (Hewlett Packard Enterprise)
07.2016 - 05.2021
Senior Assistance Customer Support
DXC (Hewlett Packard Enterprise)
07.2016 - 11.2019
On-Site Support Engineer (IT Coordinator)
SIPCO (PEPSI Co. in SA)
05.2015 - 06.2016
IT sales and support specialist
Jarir Books. tore (SA)
06.2014 - 04.2015
Bachelor's degree in Science - Hydrogeology
King Abdul-Aziz University
01.2005 - 04.2013
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