I am an IT Service Management supervisor and Service Desk administrator based in Jeddah, bringing hands-on expertise in the full-cycle implementation of ManageEngine ServiceDesk Plus Cloud. As an ITIL Foundation certified professional, I have successfully led end-to-end service desk projects, consistently delivering robust and scalable ITSM solutions.
Throughout my career, I have developed comprehensive rules, dynamic templates, and optimized workflows that have transformed the intake process for support requests. My improvements have resulted in more accurate routing, tighter SLA tracking, and a substantial increase in user satisfaction and operational efficiency. I am recognized for my proactive approach to troubleshooting hardware and software issues and for maintaining seamless system operations.
My technical acumen is complemented by a strong focus on process design and continuous improvement. I am passionate about translating business requirements into actionable IT processes that drive measurable improvements in service delivery.
Demonstrating a strong commitment to professional growth, I am currently mastering full stack web development. I recently built and published my first professional portfolio project using HTML and GitHub—a testament to my rapid learning ability and adaptability in new technical domains. My journey into web development reflects my enthusiasm for staying up to date with emerging technologies and expanding my capabilities.
Colleagues and managers have described me as a resourceful problem solver, a fast learner, and someone who consistently goes above and beyond to enhance team effectiveness and user experience. I thrive in dynamic environments where embracing new challenges and acquiring advanced skills are not just encouraged, but expected.
I am always seeking opportunities to broaden my knowledge and bring fresh ideas to IT and software development. My goal is to leverage my blended expertise in ITSM and web development to create innovative solutions, drive operational excellence, and deliver value at every level.