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Hamad Alrasheed, IT Help Desk

Hamad Alrasheed

IT Help Desk·ELM Company

Saudi Arabia

Bachelor's degree, تقنية المعلومات

Work experience

Total years of experience: 1 years, 8 months

IT Help Desk

October 2024 - Present

ELM Company

Saudi Arabia

October 2024 - Present

• Deliver first-level technical support in a confidential government project.
• Troubleshoot and resolve software issues for end users, including application errors, login problems, and system
performance concerns
• Manage support tickets via ServiceNow, ensuring timely resolution within SLA requirements and proper escalation
procedures
• Design and generate Power BI reports tracking help desk KPIs, including ticket volume, resolution times, and
recurring issues, for management analysis.
• Communicate technical solutions clearly to all user levels.
Company industry:
IT Services
Job role:
Information Technology

it help desk

October 2024 - Present

ELM

Riyadh, Saudi Arabia

October 2024 - Present

Company industry:
IT Services
Job role:
Information Technology

Education

Arab Open University - Saudi Arabia

December 2025

December 2025

Bachelor's degree, تقنية المعلومات

Saudi Arabia

GPA (point): 3 out of 4

GPA (point): 3 out of 4

Build an AI cybersecurity analysis for the graduation project

جامعة الملك سعود

June 2023

June 2023

Diploma, علوم الحاسب

Saudi Arabia

GPA (point): 4.45 out of 5

GPA (point): 4.45 out of 5

NFC graduation project

Skills

ACTIVE DIRECTORY
Intermediate
ACTIVE DIRECTORY
Intermediate
COMMUNICATIONS PROTOCOLS
Intermediate
COMMUNICATIONS PROTOCOLS
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
DATA VISUALIZATION
Intermediate
DATA VISUALIZATION
Intermediate
ITIL FOUNDATION CERTIFICATION
Intermediate
ITIL FOUNDATION CERTIFICATION
Intermediate
NETWORK TROUBLESHOOTING
Intermediate
NETWORK TROUBLESHOOTING
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
SERVICENOW
Intermediate
SERVICENOW
Intermediate
TECHNICAL SUPPORT
Intermediate
TECHNICAL SUPPORT
Intermediate
TROUBLESHOOTING PROBLEM SOLVING
Intermediate
TROUBLESHOOTING PROBLEM SOLVING
Intermediate

Languages

English

Expert

Arabic

Native Speaker

Training and Certifications

Training
ITIL v4
Peoplecert
Nov 2025

Hobbies and interests

Data Analysis