Rawan Mohammed Al-Ghamdi
IT Operations Team Lead
Dammam,Saudi Arabia
Summary
Working on productive environment that would enable me to use my education and knowledge to contribute to the organization. Also, to develop and empower my scientific and practical skills and abilities.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Team Lead of IT Service Desk
Johns Hopkins Aramco Healthcare
Saudi Arabia, Dhahran
12.2021 - Current
- Accountable for performance of service desk agents on designated shift.
- Manage compliance with Service Level Agreements (SLA) targets set by the IT organization for incident and service management for SD team while maintaining operational excellence.
- Maintain energy and enthusiasm in fast-paced environment.
- Cultivate a culture of continuous improvement, proactive problem solving, and adoption of best practices.
- Leverage technical background to guide troubleshooting and incident management of agents on the team as necessary.
- Manage staff schedules to ensure coverage for ongoing operations while meeting all SLAs.
- Resolve escalations and complex issues in a timely and efficient manner with superior customer service.
- Inform management in a clear, concise, and timely manner of any major issues.
- Act as escalation points for the Service Desk operations.
- Handling and managing all escalations of end users.
Team Lead of IT Asset Management
Johns Hopkins Aramco Helathcare
Saudi Arabia, Dhahran
06.2020 - 11.2021
- Manage and monitoring Asset Management team performance.
- Set a high standard for Asset Management team’s documentation, communication, and interaction with customers and colleagues.
- Contribute to team efforts by accomplishing related tasks as needed.
- Development and execution of asset management policies, procedures and processes.
- Help organization to eliminate waste and increase efficiency by making the best use of existing IT asset resources and avoiding asset purchases that are unnecessary.
- Managing and maintaining databases and records of information such as service agreements, and warranties for the organization’s hardware.
- Manage and oversee projects and initiatives assigned to Asset Management team members.
- Manage the health and performance of supported IT systems and infrastructure, and ensure timely implementation of all applicable IT security controls and updates.
IT Analyst
Johns Hopkins Aramco Healthcare
Saudi Arabia, Dhahran
04.2020 - 06.2020
- Worked on Saudi Aramco-JHAH Network Disengagement project.
- Contributed on reviewing end user devices contracts (Workstations, printers) and services (field support and currently SD contracts).
- Worked on major projects of IT Asset Management team such as Workstations and Laptops Replacement projects.
- Managing lifecycle of hardware from their introduction to their retirement.
- Presenting asset management data and reports including compliance reports on current assets and their status; to the management.
- Outstanding support for Covid19 pandemic by providing the IT requirements for JHAH quarantine locations & Vaccination centers as well.
Associate IT Analyst
Johns Hopkins Aramco Healthcare
Saudi Arabia, Dhahran
08.2015 - 04.2020
- Managed and analyzed the IT asset requirements for customers.
- Delivered IT services to customer within specific timeframes.
- Managing IT asset stock.
- Worked on IT asset lifecycle automation project from gathering scope of work requirements, identifying processes, developing procedures, reviewing design documents, UAT testing, data migration, data validity, cutover to the new system, go live implementation, reporting issues and bugs.
More than 16000 assets migrated from Aramco ITAM system to to JHAH IT Asset Management system.
Education
Bachelor of Management Information System - Business Management
University of Dammam
Dammam 2007 - 2011
Skills
Computer skills
Courses & Certificates
- ITIL v4 Certificate
AXELOS Global Best Practice - 2020
- Asset Management Training
Dubai Meric Training & Consulting - 2019
- Project Management Professional Training
Project Management Institute - 2018
- GITEX Exhibition
Dubai World Trade Center - 2017
- Mahara program
Held by Aramco, Wipro & PMU in Prince Mohammad Bin Fahd Program for Youth Development - 2014
- Two levels of English courses
King Fahd University of Petroleum and Minerals - 2013
- English conversation course
AlBassam institutes - 2009
Timeline
Team Lead of IT Service Desk
Johns Hopkins Aramco Healthcare
12.2021 - Current
Team Lead of IT Asset Management
Johns Hopkins Aramco Helathcare
06.2020 - 11.2021
IT Analyst
Johns Hopkins Aramco Healthcare
04.2020 - 06.2020
Associate IT Analyst
Johns Hopkins Aramco Healthcare
08.2015 - 04.2020
Bachelor of Management Information System - Business Management
University of Dammam
2007 - 2011
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