مرتضى الرمضان

In my current role as Team Lead, I have advanced into a leadership position while
maintaining full continuity of my previous technical responsibilities. I am now
responsible for monitoring team productivity and overseeing ticket queues to ensure
all service delivery aligns strictly with ITIL standards. Beyond my ongoing hands-on
tasks, I act as the definitive point of contact for technical escalations, directing the
resolution of complex infrastructure issues through advanced troubleshooting and
cross-functional leadership.

Dedicated Service desk analyst at SAMA Bank HQ in Riyadh, adapting at providing
top-tier IT support by adhering to ITIL standards. Proficient in handling a diverse
range of incidents and requests from SAMA users through phone calls, emails and
BT Service desk portal, specialized In remotely accessing users devices to
troubleshoot and resolve issues, with a seamless process of escalating complex
incidents to the appropriate teams for comprehensive solutions. In addition, I am
providing the support for AD-Team by handling Active directory assigned Service
requests and incidents for SAMA users in different domains. these requests includes,
creating users and groups for the users and departments, resetting and unlocking
user accounts, adding H drive configuration for users, Moving machines to the prober
OU, Creating CSR Certificates to access servers. recently i have granted access to
Exchange domain Center which also gives me the privilege to control Sama users
email accounts services including increasing mailbox space and checking archive
emails and confirming if emails have been sent from and to users inside the Bank.

My responsibility is to provide technical assistance and support for incoming queries and issues related to computer systems, printers, and IP phones either software, and hardware. In addition, I take care of the incidents and requests management to make sure users issues are solved successfully also I am controlling the WD cloud storage to take backup info and create filers for other departments.

Working as a Technical support (Field Engineer) at “KING FAHAD
INTERNATIONL AIRPORT”, providing the needed technical
Assistance and support for the Airlines in the Check in area and
International Gates. Tickets are received by Service now System, once the issue solved we close the ticket.

worked as an IT Helpdesk at King Fahad Industrial Port for a year, it was “Aramco Project” my responsibility was to provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.