Summary
Overview
Work history
Education
Skills
Certification
Languages
Timeline
Generic

Mohamad Suliman

Riyadh,Saudi Arabia

Summary

Resourceful Service Delivery Supervisor with talent for streamlining operations and enhancing customer satisfaction. Known for leading teams to improve service quality and resolve issues swiftly, resulting in higher client retention and positive feedback. Skilled in implementing process improvements that drive operational efficiency and foster collaborative work environment.

Overview

16
16
years of professional experience
6
6
years of post-secondary education
1
1
Certification

Work history

Service Desk supervisor

Al-Othaim Markets
Riyadh, Riyadh Region
12.2023 - Current
  • Managed 10 helpdesk support Eng.
  • Improved customer satisfaction by ensuring timely and efficient service delivery.
  • Administer and maintain Nexthink platform to monitor, analyze, and improve digital employee experience (DEX) across the enterprise.
  • Develop and deploy remote actions and automated scripts (PowerShell, batch) to remediate issues such as clearing caches, resetting applications, and enforcing compliance policies.
  • Configure dashboards, investigations, and alerts to proactively detect performance, application, and connectivity issues.
  • Coordinated with team members for streamlined operations.
  • Maintained high standards of service delivery, resulting in repeat business.
  • Identified bottlenecks in processes, improving overall efficiency.
  • Handled escalated issues swiftly to maintain customer satisfaction levels.
  • Managed relationships and performance of external suppliers and required resources.
  • Monitored call lists, ensuring all calls were handled in accordance with service standards.
  • Reduced support costs by streamlining call handling and diagnostic processes.
  • Trained junior team members in ManageEngine SDP use, reducing time spent on management reporting.
  • Supervised daily operations, ensuring adherence to quality standards.
  • Trained new employees on company procedures for better performance results.
  • Monitored team performance regularly to ensure high-quality output.

Team leader - service delivery

Aessco
Riyadh, Saudi Arabia
03.2019 - 11.2023


  • Perform Installations, configuring systems, Printers, Network/WIFI, BitLocker, diagnosing hardware/software faults, solving technical problems, supporting roll-out of new applications to meet given SLA and customer satisfaction
  • Provide enterprise support for On-site and remote support at the assigned IT incident for any PNU site
  • Work on providing Operations Management support for Day to day service operations using incident management
  • Implement IT department policies and processes when responding to end user support requests within the site (s) in addition to remote support in line with agreed SLA delighting customers on every ticket
  • Follow Service centre response time and reliability within agreed tolerance limits
  • Work in coordination with respective product support teams during maintenance phase to ensure system stability and satisfaction
  • Ensure all installed applications are compliant with IT Department security, governance and corporate policies and standards
  • Creating and maintaining the Knowledge articles/records using ITSM knowledge management to document the knowledge gained and information for other team members to fix the future issues
  • Be a team lead in supporting fellow Technical Support staff by guiding them on knowledge search enhancements
  • Document ticket summary for all your assigned tickets in a professional manner on problem description, solution proposed/fixed/workaround by using the ITSM tool and following IT department templates
  • Provide management updates on your daily/weekly/monthly progress in the formats/tools shared
  • Document relevant issues identified as a problem to get the analysis on fixing the root cause
  • Ability to obtain updated soft and technical skills related to the job
  • To have a vision and a plan for the career path and how to achieve it
  • Provide a periodic report formatted by detailing the deviation and execution of planned tasks
  • Coordinate well-defined written systems, policies, procedures, and seek automation opportunities as much as possible
  • Oversaw team of [8] to plan and deliver activities that constantly met and exceeded customer SLAs.

IT Field Support L1 Engineer

Wipro
Riyadh, Saudi Arabia
02.2012 - 03.2019
  • Company Overview: Education Department
  • Managing PNU Studio Sessions
  • Troubleshooting and Solving the Smart Class incidents
  • Performing regular system checks and preventive maintenance to ensure optimum performance
  • Providing training for 1st level support team
  • Providing necessary support for 1st level support team remotely
  • Supporting PNU labs and solving the incidents
  • Providing support for the Admin Male building
  • Supporting the VDI team to solve any incidents impacting the user business
  • Coordinating with the NOC team for any issues related to the network
  • Solving any incidents related to the end-user network
  • Troubleshooting and solving the AD user accounts and email
  • Education Department

IT Administrator

Riyadh Supplies Est.
Riyadh, Saudi Arabia
03.2009 - 02.2012
  • Installing, troubleshooting, managing and providing support for ERP software (Retail XC) For H.O, W.H
  • Provide 2nd line of support for end user and facilitate routing of problem to appropriate groups
  • Monitoring and ensuring timely issue closer
  • Providing solution for 1st line of support
  • Managing active directory users and emails
  • Maintained network security for optimal data protection.

Education

B.Sc. Degree - Computer Science

Cairo University
01.2002 - 01.2008

Skills


  • Nexthink
  • Microsoft Exchange
  • Microsoft Office 365
  • Active Directory
  • Trend Micro Apex One
  • Providing solutions for support
  • Managing active directory users
  • VDI
  • Remote support
  • Software Installation
  • Helpdesk Support-MS Applications
  • Windows Server 2019
  • DNS
  • DHCP
  • SCCM management
  • Print management

Certification

  • Member of Saudi Council of Engineers (SCE) since 2018
  • Nexthink associate
  • Nexthink IT support associate


Languages

Arabic
Native
English
Advanced (C1)

Timeline

Service Desk supervisor

Al-Othaim Markets
12.2023 - Current

Team leader - service delivery

Aessco
03.2019 - 11.2023

IT Field Support L1 Engineer

Wipro
02.2012 - 03.2019

IT Administrator

Riyadh Supplies Est.
03.2009 - 02.2012

B.Sc. Degree - Computer Science

Cairo University
01.2002 - 01.2008

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Mohamad Suliman