Randa Awad Alghamdi
Riyadh,KSA
Summary
Results-driven Global IT Specialist with 5+ years of experience managing and optimizing IT infrastructure across multinational environments. Proven expertise in Microsoft 365, Azure, and Intune, delivering secure, scalable, and high-performance IT solutions.
Skilled in IT service management (ServiceNow, TopDesk), network and security solutions (Cisco Meraki, Mimecast), and IT project delivery. Strong track record in vendor management, cost optimization, and driving operational efficiency through ITIL best practices. Recognized for effective stakeholder management and delivering seamless IT operations across the MEI region.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Global IT Specialist
Arthur D. Little
Riyadh
06.2024 - 04.2026
- Manage and optimize IT infrastructure across MEI region, ensuring high availability and operational efficiency.
- Administer Microsoft 365 ecosystem (Exchange Online, Teams, SharePoint, Endpoint Manager, Azure AD).
- Oversee Microsoft Azure and Intune environments to enhance security and streamline IT operations.
- Lead IT infrastructure projects for regional offices, ensuring successful delivery within scope and budget.
- Manage HP Poly VC systems (G7500, X70, X52, X30) across multiple locations.
- Drive vendor management, cost optimization, and annual IT budgeting initiatives.
- Support SharePoint administration and Confluence projects to enhance collaboration and knowledge management.
Application Support Specialist / Technical Analyst
RLDatix
Riyadh
02.2023 - 05.2024
- Provided L2 application support, resolving complex technical issues across enterprise healthcare systems.
- Conducted system testing and contributed to product enhancements.
- Delivered end-user training and ensured high customer satisfaction.
- Collaborated with internal teams to troubleshoot issues and deliver timely, effective solutions.
- Analyzed root causes of issues and implemented long-term solutions.
- Maintained strong collaboration with internal teams and stakeholders.
- Participated in regular status meetings to track progress, identify risks, and align on priorities.
- Provided ongoing post-implementation support to ensure system stability and customer satisfaction.
IT Service Desk Team Lead
Accenture
Riyadh
05.2022 - 02.2023
- Led a team of service desk analysts, managing performance, workload distribution, and resource planning.
- Managed escalations and acted as the key point of contact between L1 and L2 support teams.
- Evaluated and implemented tools and software solutions to enhance IT team productivity and efficiency.
- Monitored KPIs and drove continuous service improvement initiatives.
- Improved operational efficiency through process optimization and documentation.
IT Senior Service Desk Analyst
Accenture
Riyadh
06.2021 - 05.2022
- Provided technical support and troubleshooting for hardware, software, and enterprise applications.
- Supported SAP BOI and conducted remote installations and system updates.
- Trained new team members and enhanced service delivery processes.
- Maintained high customer satisfaction levels through efficient issue resolution.
Application Support Analyst
RLDatix
Riyadh
08.2019 - 05.2021
- Resolved application issues and supported end users across multiple systems.
- Conducted testing and participated in product improvement cycles.
- Delivered user training and documentation support.
- Help with Internal IT Infrastructure daily tasks.
Computer trainer assistant
Imam Muhammad ibn Saud Islamic University
Riyadh
10.2013 - 05.2015
Account processing clerk
Saudi British Bank
Riyadh
04.2011 - 06.2012
Education
Bachelor - Information Technology
Saudi Electronic University
Riyadh, KSA 08.2014 - 05.2018
Diploma - Computer programming
Institute of Public Administration
Riyadh, KSA 10.2008 - 02.2011
Skills
- IT Infrastructure Management
- Microsoft 365 (Exchange, Teams, SharePoint)
- Microsoft Azure & Entra ID (Azure AD)
- Microsoft Intune & Endpoint Management
- IT Service Management (ServiceNow, TopDesk)
- Network & Security Solutions (Cisco Meraki, Mimecast, ThousandEyes)
- Vendor Management & Cost Optimization
- IT Project Management
- Incident & Problem Management (ITIL)
- Video Conferencing Solutions (HP Poly)
- Stakeholder Management & Communication
Certification
- IT Information Library Foundations Certification (ITIL) AXELOS Global Best Practice Issued date: Dec 2019 – No Expiration Date
- Microsoft Certified: Azure Fundamentals (AZ-900) Microsoft Issued date: Nov 2025 – No Expiration Date
- Microsoft 365 Certified: Fundamentals (MS-900) Microsoft Issued date: Dec 2025 – No Expiration Date
ACTIVITY
- 280 Hours Summer Training as Programmer and IT 2017, General Directorate of Information and Communication Technology, PNU, Riyadh, KSA
- Growth and Development Workshop for Females December 2011, British Council, Riyadh, KSA
- Participation in the organization of the graduation ceremony February 2010, Institute of Public Administration, Riyadh, KSA
Timeline
Global IT Specialist
Arthur D. Little
06.2024 - 04.2026
Application Support Specialist / Technical Analyst
RLDatix
02.2023 - 05.2024
IT Service Desk Team Lead
Accenture
05.2022 - 02.2023
IT Senior Service Desk Analyst
Accenture
06.2021 - 05.2022
Application Support Analyst
RLDatix
08.2019 - 05.2021
Bachelor - Information Technology
Saudi Electronic University
08.2014 - 05.2018
Computer trainer assistant
Imam Muhammad ibn Saud Islamic University
10.2013 - 05.2015
Account processing clerk
Saudi British Bank
04.2011 - 06.2012
Diploma - Computer programming
Institute of Public Administration
10.2008 - 02.2011