Mohammad Aldalhma

• Team Leadership:

Lead and manage a team of IT professionals.
Delegate tasks and provide guidance and support to team members.
Foster a positive work environment, promote collaboration, and encourage professional development.

• Change Management:

Coordinate and manage changes to the IT environment, including software releases and upgrades.
Communicate changes and their impact to relevant stakeholders.

• Operational Oversight:

Oversee the operation, maintenance, and troubleshooting of all IT systems and infrastructure.
Monitor system performance and reliability, taking appropriate actions to address issues or bottlenecks.

• Policy Development:

Develop and implement IT policies, procedures, and best practices to ensure efficient and effective operations.
Ensure compliance with relevant regulations, standards, and security protocols.

• Procurement and Vendor Management:

Plan and manage procurement processes.
Manage vendor relationships to ensure quality and cost-effectiveness.

• Team Leadership:

Lead IT technical support team and manage IT helpdesk tickets.
Provide day-to-day leadership and support to the IT technical support team.

• Incident and Problem Management:

Respond to and resolve all assigned tickets within the prescribed SLA.
Establish and follow incident management processes to minimize business disruptions.
Conduct root cause analysis and implement preventive measures to address recurring problems.

• Operational Lead:

Perform daily system monitoring of clients and servers.
Apply software security patches and upgrades.
Ensure that software license terms are not breached.

• Policy and Procedure Development:

Develop, document, and implement installation and configuration procedures.
Design, develop, implement, and coordinate systems, policies, and procedures.

• Project Management:

Project manage new IT installations.
Ensure IT helpdesk tickets are monitored and closed within SLA.

• Compliance and Record Keeping:

Maintain accurate departmental records, including hardware assets and software licenses.
Ensure compliance with relevant regulations, standards, and security protocols.

• User Support:

Supporting users in both the Head Office and factory site.
Working as an IT Help Desk Engineer, providing user support using remote desktop software.

• System Preparation and Configuration:

Preparing and imaging laptops.
Creating user accounts and mailboxes under the Microsoft platform.
Installing and configuring VPN and MDM clients.

• Troubleshooting and Maintenance:

Troubleshooting, diagnosing, testing, and resolving system problems and issues in various environments, including Microsoft Windows, Microsoft Office, McAfee, Symantec PGP, Symantec Enterprise Vault, RSA Software, Junos Pulse, NPCMS, and TAQA LMS.
Installing and maintaining IT equipment according to standard specifications.
Managing and maintaining the local area network (LAN).

• Hardware and Software Management:

Handling Dell laptops, desktops, iPads, printers, Cisco phones, and Scan Trans Machines.
Administering the Building Management System (BMS) and CCTV.
Assisting management in the selection and purchase of IT equipment.

• Mail and Account Management:

Managing domain users and Exchange mail accounts.

• Customer Interaction:

Handle different types of calls, including inquiries, requests, and complaints.
Escalate complaints to the back office or concerned departments.

• Team Leadership:

supporting the team and following up on daily activities.
Manage absenteeism and ensure all advisors are on schedule.

• Problem Management:

Follow up on mass problems with supervision and concerned departments.
Provide daily feedback on promotions, offers, and unexpected problems.

• Communication and Briefing:

Conduct briefings on new offers and promotions.
Update management on the call center’s daily situation.