Waleed Alsamrani

• Managed IT service requests, incident resolution, and troubleshooting.
• Led IT projects, from requirement gathering to deployment, ensuring timely execution.
• Implemented ITIL best practices to improve service delivery and operational efficiency.
• Provided recommendations on technology adoption and process improvements.
• Identified opportunities for automation and digital transformation.
• Evaluated and selected vendors based on performance, cost-effectiveness, and service
quality.

• Preserved information security by overseeing hardware/software inventory and control
structures.
• Enhanced system performance through regular maintenance, updates, and hardware
upgrades.
• Spearheaded technical upgrade projects, coordinating with consultants and developers.
• Effectively delegating tasks to team members, ensuring optimal resource utilization and
timely completion of projects.
• Developed and managed a system knowledge base for new employees, creating a self
service platform where users could find answers to common system questions, reducing IT
support requests and increasing employee independence.

• Automated administrative tasks with PowerShell scripting to improve efficiency.
• Trained staff on IT best practices, increasing productivity by 25%.
• Managed IT operations across several Almarai warehouse branches, coordinating systems,
devices, and vendor support to ensure smooth day-to-day operations.
• Collaborated closely with the Business Systems Division (BSD), a key strategic division
responsible for driving enterprise-wide system projects and digital transformation initiatives
in a leading multinational organization .
• Conducted IT audits and implemented corrective actions.
• Acted as an IT representative, coordinating with BSD and multiple IT departments including
Systems, Applications, Networks, Cybersecurity, and Databases to support project delivery,
optimize systems, and ensure operational excellence .

• Took ownership in resolving issues beyond assigned scope to ensure business continuity and
avoid repeated escalations.
• Diagnosed and resolved hardware issues with innovative technical solutions.
• Managed inventory and maintenance of IT equipment across facilities.
• Installed and configured IT assets, including servers, portable devices (Honeywell HHT, HHP),
and network VoIP systems.
• Facilitated follow-up sessions for new employees, reviewing system functionalities after a
few weeks to ensure proficiency and address any ongoing questions or difficulties related to
department-specific systems.

• Created user accounts, following strict security protocols.
• Maintained customer inquiry records for efficient issue resolution
• Delivered remote and in-person technical support to users