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Esam Almalki, Digital Support Services Director

Esam Almalki

Digital Support Services Director·advanced electronics company

Saudi Arabia

Diploma, Diploma of Computer Sciences.

Work experience

Total years of experience: 23 years, 10 months

Digital Support Services Director

November 2022 - Present

advanced electronics company

Riyadh, Saudi Arabia

November 2022 - Present

Organization : Advanced Electronics Designation : Digital Support Services Director Department : Beneficiary Services Job Responsibilities:
• Monitoring performance of all IT services
• Perform analysis, planning, and provide direction
• Manage the overall IT Service Desk activities
• Implement methodologies to improve first call resolution
• Provide timely communication
• Analyzing and reporting all reports and follow-up with stakeholders
• Participating in CAB activities
Company industry:
IT Services

DIGITAL SUPPORT SERVICES DIRECTOR

November 2022 - Present

Advanced Electronics Company

Riyadh, Saudi Arabia

November 2022 - Present

• Monitoring performance of all IT services
• Perform analysis, planning, and provide direction
• Manage the overall IT Service Desk activities
• Implement methodologies to improve first call resolution
• Provide timely communication
• Analyzing and reporting all reports and follow-up with stakeholders
Company industry:
IT Services

SERVICE COMMAND CENTER MANAGER

February 2021 - December 2021

Tools and Solutions

Riyadh, Saudi Arabia

February 2021 - December 2021

• Monitoring performance of all IT services
• Perform analysis, planning, and provide direction
• Manage the overall IT Service Desk activities
• Implement methodologies to improve first call resolution
• Provide timely communication
• Analyzing and reporting all reports and follow-up with stakeholders
• Participating in CAB activities
Company industry:
Technical Maintenance & Repair
Job role:
Information Technology

Service Command Center Manager

February 2021 - December 2021

Tools and Solutions

Riyadh, Saudi Arabia

February 2021 - December 2021

Organization : Tools and Solutions Designation : Service Command Center Manager Department : Information Technology Job Responsibilities:
• Monitoring performance of all IT services
• Perform analysis, planning, and provide direction
• Manage the overall IT Service Desk activities
• Implement methodologies to improve first call resolution
• Provide timely communication
• Analyzing and reporting all reports and follow-up with stakeholders
• Participating in CAB activities
Company industry:
IT Services

SERVICE DESK MANAGER

May 2018 - February 2021

JAL international

Riyadh, Saudi Arabia

May 2018 - February 2021

• Managing daily operations of the service desk
• Follow up customer satisfaction issues and user feedback responses
• Responsibility for incident management and request
• Manage customer observations and build strong internal relationships
• Analyze and track trends in Service Desk requests and generate statistical reports
• IT Asset managements (Hardware and software)
• Upgrade windows version project
• Participate and worked on cloud platform project
Company industry:
Oil & Gas
Job role:
Information Technology

Service Desk Manager

May 2018 - February 2021

JAL International

Riyadh, Saudi Arabia

May 2018 - February 2021

Designation : Service Desk Manager Department : Information Technology Job Responsibilities:
• Managing daily operations of the service desk
• Follow up customer satisfaction issues and user feedback responses
• Responsibility for incident management and request
• Manage customer observations and build strong internal relationships
• Analyze and track trends in Service Desk requests and generate statistical reports
• IT Asset managements (Hardware and software)
• Upgrade windows version project
• Participate and worked on cloud platform project
Company industry:
Oil & Gas

OFFICER SERVICE MANAGMENT

August 2006 - April 2018

Capital Market Authority

Riyadh, Saudi Arabia

August 2006 - April 2018

• Maximize project profitability by creating and organizing efficient billing processes
• Negotiate services performed by installation team and payment to third-party vendor
• Coordinated repair, replacement and return of damaged/defective computer equipment
• Service Management Reports (Daily, Weekly, Monthly and Yearly)
• Providing approved technical specifications to procurement team
• Make sure the SLAs are being fulfilled
• Lead of Service Desk & IT Call Center
• ITSM tool implementation projects
Company industry:
Financial Services
Job role:
Administration

SYSTEM ANALYST

November 2001 - July 2006

Riyad Bank

Riyadh, Saudi Arabia

November 2001 - July 2006

• Worked on Branches System
• Gathering Branches requirement
• Develop and implement Software
• Maintaining & Managing activities on financial system
• Defining the workflow process for payments and requisitions
• Database Management (Sybase)
• Reports on the financial system
Company industry:
Banking
Job role:
Information Technology

System Analyst

November 2001 - July 2006

Riyad Bank

Riyadh, Saudi Arabia

November 2001 - July 2006

Organization : Riyad Bank
Designation : System Analyst Duration : November 2000 to February 2002
Department : IT-Branch Systems Job Responsibilities:
• Worked on Branches System
• Gathering Branches requirement
• Develop and implement Software
• Maintaining & Managing activities on financial system
• Defining the workflow process for payments and requisitions
• Database Management (Sybase)
• Reports on the financial system

:Achievements
• Setting up disaster recovery site. - Windows 10 upgrade.
• 10 years of service. - 5 years of service.
• Installation of the Shareholders System. - SMARTStream Project.
Company industry:
Banking

Education

Technical And Vocational Training Corporation - Saudi Arabia

April 2000

April 2000

Diploma, Diploma of Computer Sciences.

Saudi Arabia

Skills

IT Management

Expert

Customer Service Skills

Expert

IT Operations

Expert

Service Desk

Expert

End User Support

Expert

hardware

Expert

manual testing

Expert

programming

Expert

windows networking

Expert

windows server 2008

Expert

windows 7

Expert

OPERATIONS

Expert

SERVICE MANAGEMENT

Expert

SERVICE DESK

Expert

INSTALLATION

Expert

MANAGEMENT

Expert

MICROSOFT WINDOWS

Expert

DISASTER RECOVERY

Expert

INFORMATION TECHNOLOGY

Expert

service delivery

Expert

team management

Expert

team leadership

Expert

ORGANIZATIONAL SKILLS

Expert

PROCESS ENGINEERING

Expert

DATABASE ADMINISTRATION

Expert

FINANCIAL

Expert

REQUIREMENTS

Expert

SYBASE

Expert

WORKFLOW ANALYSIS

Expert

COMPUTER ASSOCIATES PACKAGES

Beginner

microsoft software

Expert

computer hardware troubleshooting

Expert

web design

Expert

windows server

Expert

system maintenance

Expert

pc networking

Expert

system administration

Expert

operating systems

Expert

outlook

Expert

mail

Expert

End User Support

Expert

Customer Service Skills

Expert

IT Management

Expert

Service Desk

Expert

IT Operations

Expert

Languages

Arabic

Native Speaker

Training and Certifications

Certifications
Certified Customer Servic

Hobbies and interests

Reading