MOHAMMED AL MAZYAD

IT Service Management professional with a strong focus on optimizing IT processes and enhancing service delivery. Experienced in developing and implementing ITSM frameworks to improve operational efficiency and customer satisfaction. Proven ability to lead teams and drive service improvements aligned with strategic business goals

• ITIL Managing Professional - CRT# GR677013418MA
• ITIL Expert Certificate - CRT# GR761010293MA
• Six Sigma Green belt - CRT# ESnaLWSD87
• PMP - PMP® Number: 2801065
• MCSE Course with Microsoft Certified Professional Certification - CRT# F860-1134
• Dell DCSE 1000 client Foundation course and certificates - CRT ID:3194
• HP Support Certified - Desktops, Workstations and Notebooks [2013]
• Customer Relationship Management. ( Spearhead Training )
• Creative Problem Solving and Decision-Making. ( Spearhead Training )
• Customer Relationship Management
• Creative Problem Solving and Decision-Making

• Re-built and re-configured the serves desk tool as per business rules and achieved 97% SLA, was 69%.
• Create Help Desk possess according to ITIL Framework and increased incidents accuracy from 82% to 98%.
• Conducted training for ITSM tool, Processes and Documentation to achieve the knowledge base structure and added 2 more sister companies with ITSM tool
• Successfully completed ITSM Automation and ITSM Tool, with team size of 35 members, and achieved 97% SLA, 98% Accuracy & 93% Customer satisfaction.
• Team Building, Motivation, Time Management, Problem Solving, Decision Making, Negotiation, Reporting, and Awareness.

• I am working as IT Specialist and ITSM expert at Large organization in KSA; to implement the ITIL standard in all departments and to ensure they are following the lifecycle of ITIL standard. I act as a single point of ownership and contact for effective provision of systems functionality, services, availability and manage the day-to-day operation activities to provide the delivery of systems, applications and services in order to meet agreed customer requirements and services level Agreement, I am responsible for process enhancements and pro-active operation to achieve each department SLA . I am forming, leading, directing, liaising with 4+ support teams, 30+ Senior Support Engineers, we are handling and managing a portfolio of 70+ incidents per day with different priorities on 7 technologies and vendors, coordinating a senior management following predefined policies, procedures.
• I am a primary stakeholder in the following underlying ITSM processes supporting a customer services delivery:
• Event Management; to provide the entry point for the execution of the service operation processes and activities and to provide a way of comparing actual performance and behaviour against design standards and SLA.
• Incident Management; involved in the crisis management team for high-priority incidents; to restore a normal service as quickly as possible. Building incidents workflow & Escalation Matrix to reduce the MTTA & MTTR in incidents lifecycle. ITSM Tool.
• Problem Management; plays a major role in establishing the root cause analysis and proposed permanent fix for the service being evaluated.
• Service Request fulfillment ensuring that service requests are fulfilled from their party within SLA.
• Service Level Management acts as the single point of contact for a specific service and ensures that the service portfolio and service catalogue are accurate in relationship to their service.
• CMDB; working on ITSM tool system and building the CMDB along with Services Catalog to update all assets and services in ITSM tool.
• IT Service Continuity Management ensuring that all elements required to restore the service are known and in place in the event of a crisis.

• ManageEngine Service Desk Plus
• ZOHO One
• BMC Remedy
• AXIOS System
• BaaN
• SAP Solution Manager
• Microsoft Applications (Word, Excel, Outlook, PowerPoint, Access, Visio, Project and most Microsoft Software).

• Technology Enthusiast
• Continuous Learning
• Sports and Group Activities