ITIL-Aligned IT Support Engineer (Service Desk)

Waleed Mohammed Alsayed Ali

IT Support Engineer Service Desk Specialist ITIL-Aligned

Cairo, Egypt Open to Relocation – Saudi Arabia (Immediately)

+20-100-***-**** +20-155-***-**** ******.********.******@*****.*** LinkedIn: linkedin.com/in/waleed-alsayed-1272022ss Professional Summary

Dedicated IT Support Engineer with 7+ years of enterprise-level service desk experience, delivering L1/L2 support across large-scale environments. Proven track record of supporting 2,000+ users across multiple sites with a 95% first-contact resolution rate and full SLA compliance. ITIL-aligned with deep expertise in Active Directory administration, ServiceNow ticketing, incident management, and remote troubleshooting. Skilled in analysing IT systems, identifying recurring trends, coordinating with vendors, and driving continuous service improvement. Experienced in escalation management, technical documentation, and building strong stakeholder relationships. Seeking to leverage technical expertise and client-focused approach in a dynamic enterprise environment. Immediately available for relocation to Saudi Arabia. Technical Skills

• IT Support: L1/L2 Technical Support, ServiceNow, ICD, SLA Management, ITIL Framework, Remote Desktop, VPN.

• Systems: Windows (7,10,11), Active Directory, Group Policy, Office 365, Exchange Online.

• Networking: TCP/IP, DNS, DHCP, LAN/WAN, Routing, Wireless.

• Databases: SQL Server Management, Basic Queries. Work Experience

IT System Support Specialist WEdata (formerly TEData), Cairo June 2019 – Present

• Resolved 350+ tickets monthly with a 95% first-contact resolution rate and a 12-minute average handle time, consistently exceeding KPIs.

• Managed ServiceNow ticketing for 2,500+ employees across 6 branches, ensuring 100% SLA compliance for critical incidents.

• Created 15+ knowledge base articles, reducing average resolution time by 20%.

• Led IT onboarding for 150+ new hires annually, ensuring seamless system access.

• Administered Active Directory (user creation, permissions, Group Policy) and troubleshoot Windows, Office 365, network, and printers.

• Coordinated with vendors to resolve recurring printer issues, reducing related tickets by 40%.

• Produced monthly performance reports to identify trends and drive service improvements.

• Provided escalation guidance and maintained technical documentation. Sales Representative Cairo Company for Sewing Machines Jan 2016 – Dec 2018

• Managed client relationships and consistently exceeded sales targets through effective communication.

Call Center Specialist TEData Mar 2015 – Sep 2015

• Handled high-volume inquiries with focus on first-call resolution and customer satisfaction. Education

Bachelor of Computer Science – ICITAA, Egypt (Graduated 2013). Final Project: Excellent. Certifications

• ITIL Foundation in IT Service Management (CREW May 2025)

• AI in Project Management (Learning Solutions Aug 2025) Professional Development

• CCNA (Routing & Switching – in progress)

• Agile Scrum Master

• Project Management Fundamentals

Languages

Arabic (Native) English (Fluent)

Additional Info

• Immediately available for relocation to Saudi Arabia.

• Willing to obtain KSA driver's license upon arrival.

• References available upon request.

Contact this candidate