Saad Alharbi

• Responsibilities:
• Managing the Ticketing portal: Overseeing the use of service desk tools and systems,
ensuring they are functioning correctly and making recommendations for upgrades or
changes. Implemented the use of AD Manager with SDP to streamline AD user
management process.
• Incident Management: Ensuring that all incidents and service requests are handled
efficiently and effectively, and that they meet the agreed-upon service level agreements
(SLAs).
• Customer Service: Providing high-quality customer service and ensuring that the team
delivers consistent, effective support to end-users.
• Managing Active Directory & Office 365:
• 1. Administering Active Directory, including user accounts, groups, organizational units,
and domain controllers.
• 2. Managing user accounts and licenses in Office 365, including creating, modifying, and
deleting accounts and assigning appropriate licenses.
• 3. Administering Exchange Online, including managing mailboxes, distribution groups,
and email policies.
• 4. Providing support for Office 365-related issues, including troubleshooting problems
with email delivery, user access, and application functionality.
• Additional Projects and Responsibilities:
• Led VDI Zero-Client implementation for ~250 devices across testing centers with four
servers.
• Implemented Cisco Webex video conferencing solution.
• Managing a team of five technicians across Dammam and Khafji centers.
• Supporting over 4000 trainees and 600 employees across various functions including
training, admin, and support.
• Overseeing IT asset management from ordering to distribution including laptops, PCs,
network equipment, peripherals, and projectors.

• At SPSP I immediately started working with the Networking team. I was assigned the roles of both a Technician and a Network admin, as they were on the verge of a new networking project. My duties were as follows.
• Help design the new Network starting from listing out how many nodes and switches we need.
• Starting the purchase order for contracting companies.
• Organize, document and manage the installation of network nodes and Switches as needed.
• Maintain normal network operation throughout the project duration.
• Carried out my tasks as a IT Technician; Software and hardware maintenance, resolving tickets remotely or in person as needed, maintaining good communication with users about their requests and supporting employees and/or trainees to ensure they can continue their work as well as possible.

• I spent 15 weeks with ARAMCO as part of my COOP program. There I was assigned to the End-User Devices department. My responsibilities were Managing user devices through SAP system such as:
• Assigning new computers, phones or laptops to employees.
• Writing-off devices that belong to departing employees, that includes processing the request and making sure it follows certain channels.
• Giving support as a 2nd level helpdesk for IT problems or inquries on new requests.
• Replying to Emails directly regarding our departments internal demands.