Faisal Alshammari Email & Phone Number

Riyadh, SA

Riyadh, Saudi Arabia

• Managed and led the IT support team, ensuring the efficient delivery of technical support services across the organization.
• Developed and implemented IT support strategies, policies, and procedures to enhance service delivery and user satisfaction.
• Oversaw the daily operations of the IT support desk, including ticket management, prioritization, and escalation processes.
• Monitored and analyzed key performance indicators (KPIs) and service level agreements (SLAs) to ensure high standards of support.
• Collaborated with other departments and stakeholders to understand their IT needs and align support services accordingly.
• Coordinated the deployment, maintenance, and troubleshooting of IT systems, hardware, and software.

Central Bank (SAMA), Riyadh

• Led a team of service desk analysts in providing first-line technical support to users.
• Coordinated the resolution of IT issues, ensuring timely and effective problem resolution.
• Developed and maintained service desk processes and documentation to streamline operations.
• Monitored and reported on key performance indicators (KPIs) and service level agreements (SLAs) to maintain high service standards.
• Collaborated with other IT teams to escalate and resolve complex technical issues.- Provided mentorship and training to junior analysts, fostering a culture of continuous improvement.
• Managed the deployment and maintenance of IT assets and software applications across the organization.

TCC-RCRC, Riyadh

• Contributed to the global service desk, providing comprehensive technical support for a wide range of projects across the region.
• Supported user onboarding by delivering IT induction sessions and allocating IT assets tailored to specific project requirements.
• Assisted in troubleshooting complex IT issues, enhancing overall user experience and system performance.
• Provided strategic advice on best practices related to IT governance, cybersecurity, and standards compliance.
• Supported numerous regional projects through technical support, administrative tasks, and ensuring adherence to industry standards.

Aramco System B, Turaif

• Developed and implemented comprehensive information security controls and procedures.
• Managed and configured roles on Windows Server environments.
• Provided technical support for IT assets and third-party applications to users.
• Resolved hardware issues through effective troubleshooting and maintenance.
• Monitored and evaluated compliance with industry standards, including ITIL framework.
• Provided strategic guidance and coaching on best practices for IT support activities.

Alyoum Poultry Plant, Ha'il

• Configured and managed roles on Windows Server environments.
• Supervised the deployment and management of virtualization systems and antivirus solutions.
• Implemented periodic backup systems to maintain data integrity and availability.
• Conducted internal IT audits to evaluate security controls and ensure compliance.
• Led a service desk team, providing technical support and ensuring efficient incident resolution.
• Supported plant automation systems, ensuring continuous operation and service availability.

Awqaf Tower, Doha

• Configured and managed various roles on Windows Server.
• Administered user accounts, email systems, groups, and shared folders.
• Implemented and managed virtualization environments using vCenter and ESXi.
• Configured and maintained anti-virus, print, and backup servers to ensure robust system security.
• Provided technical support for IT assets and third-party applications to users.
• Diagnosed and resolved hardware issues through effective troubleshooting and maintenance.

Diploma Of Computer Applications, Computer Science, Excellent

Certhe In Computing, Computer And Information Sciences And Support Services, Merit

High School Diploma, High School/Secondary Certificate Programs, 70