Serve as the sole on-site IT contact for the Jeddah office, supporting 300+ employees, with additional support for the AlUla office when required.
Contribute to IT service improvement initiatives, including service catalogue launch and enhancement projects, as a core team member working with developers and business stakeholders.
Coordinate incidents and service tasks for the KSA Support team through ServiceNow, following up on progress and working with specialist teams on escalations and resolution.
Provide training to regional IT teams and act as a point of contact between business stakeholders, regional IT support, and the global team for an assigned IT service.
Checked meeting room technology during the Jeddah office renovation and helped prepare the new IT front desk for use.
NOV 2021 — OCT 2024 Jeddah
IT Associate
PwC Middle East
Provided on-site IT support for 300+ employees in Jeddah and supported more than 50 employees in the AlUla office before promotion to Senior Associate.
Diagnosed and resolved issues involving desktops, laptops, printers, software, and peripherals, escalating complex cases to specialist teams.
Worked with other IT teams to prepare the office for technology rollouts and support users in adopting new solutions.
Communicated technical guidance clearly to users at different levels of the organization, keeping them informed throughout issue resolution.
JUN 2021 — NOV 2021 Riyadh
IT Associate
PwC Middle East
Supported IT asset maintenance, including desktop and laptop hardware and software.
Maintained incident and task records, keeping updates current and following up on assigned support activities.
AUG 2018 — AUG 2020
IT Support
Modern Sakann Industrial Co.
Set up the office network and maintained computer systems and networks.
Configured office IP phones and client networks and IP cameras.
Maintained the company website and managed its social media accounts.
JUN 2016 — JUL 2016
IT Support Intern
W-Print & Waleed Resources · Arabi Group
Service improvement in practice
Service catalogue improvement
Identified issues, tested changes, gathered feedback, coordinated with developers, and shared updates with IT teams as part of the core project team.
Copilot-assisted automation
Built a macro-enabled Excel tool with Microsoft Copilot assistance, reducing a five-step workflow to two manual steps, with the remaining actions triggered by a button.
Power Automate workflow
Built a Microsoft Power Automate workflow with ChatGPT assistance to extract required website data and organize it into office-specific Excel tabs, reducing manual effort and the risk of data-entry errors for the team.
Website data→Power Automate→Excel by office
Technical focus. Human approach.
Support & troubleshooting
Desktop and laptop support, peripherals, IT assets, and practical issue resolution.
IT Service Management (ITSM)
ServiceNow, incident and service request coordination, service ownership, service catalogue improvement, and IT team training.
People & collaboration
Stakeholder communication, customer experience, empathy, and collaboration with local and global IT teams.
Workflow automation
Build workflows with Microsoft Power Automate and Excel macros to reduce manual steps and data entry errors.
AI in practice
Claude in Microsoft Copilot
Used the Claude model in Microsoft Copilot to help automate part of an employee onboarding workflow.
ChatGPT and Power Automate
Built a Microsoft Power Automate workflow with help from ChatGPT. It records form submissions in Excel and automatically emails the submitter a link for the next step.
Microsoft Copilot and Excel
Used Microsoft Copilot to help build Excel macros that reduced a separate workflow from five manual steps to two.
