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KeyAchievements
07/2023 - 12/2025
Riyadh, Saudi Arabia
•Increased IT service efficiency by 40% through optimized troubleshooting workflows
and faster ticket resolution.
•Improved system uptime by 30% through proactive monitoring and preventive
maintenance.
•Reduced user‑reported issues by 35% by enhancing support processes and
documentation.
Responsibilities
•Provided Level‑1 & Level‑2 technical support for 500+ users across multiple Saudi
business units.
•Installed, configured, and troubleshot Windows OS, Linux systems, printers, scanners,
and enterprise applications.
•Managed Active Directory accounts, password resets, group policies, and access
permissions.
•Resolved hardware, software, and network‑related incidents while maintaining SLA
compliance.
•Monitored system performance using ITSM and NMS tools, reducing response time by
45%.
•Supported email configuration (Outlook/Exchange), VPN access, and remote desktop
troubleshooting.
•Documented incidents, SOPs, and knowledge‑base articles to improve service desk
efficiency.
•Coordinated with vendors and service providers to accelerate issue resolution by 40%.

KeyAchievements
02/2022 - 01/2023
Riyadh, Saudi Arabia
•Reduced IT issue resolution time by 50% through structured troubleshooting and
escalation processes.
•Improved system performance by 25% through optimization and regular maintenance.
Responsibilities
•Provided on‑site and remote support for desktops, laptops, mobile devices, and network
peripherals.
•Installed and configured operating systems, software packages, and security updates.
•Troubleshot connectivity, DNS, DHCP, and basic network issues to minimize downtime.
•Assisted in structured cabling, device installation, and IT equipment organization.
•Maintained IT inventory, asset tracking, and service logs for compliance.
•Ensured adherence to IT security policies and access control standards.

KeyAchievements
02/2021 - 01/2022
Peshawar, Pakistan
•Improved system reliability through preventive maintenance and proactive issue
detection.
•Supported deployment and upgrade projects with minimal operational disruption.
Responsibilities
•Installed and maintained desktops, laptops, network devices, and user applications.
•Provided Level‑1/Level‑2 support for hardware, software, and system‑related issues.
•Performed system health checks, updates, and patch management.
•Assisted senior engineers with IT infrastructure upgrades and deployments.
•Maintained documentation, diagrams, and IT inventory for operational visibility.
•Ensured compliance with internal IT policies and security standards.