حمد الرشيد

• 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.