Nationality: Yemeni

Date of Birth: 1985

Social Status: Married

KFUPM P.O. BOX, Dhahran 31261

E-mail: f.alwadei@gmail.com 


Extremely talented, self-motivated, enthusiastic technical support engineer with 10 Years of experience and huge background in Computer Support Services, provide technical assistance to computer system users. Answer questions and resolve computer problems for clients in person, via telephone or from remote location. Also provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.


Technical and Functional Skills:

- CA Service Desk                                   - HP Service Desk                                                  -Excellent customer service skills

- IT Service Management                                  - Document Management system                       -Risk Management

- Request Management                                     - HTML                                                                    -Project Management

- Active Directory administration                  - Database (Oracle & Access)                                -Windows Server 2003 & 2008

- Bluecoat network system for proxy           - Incident & Problem Management        -Unix & Linux OS




King Fahd University of Petroleum and Minerals (KFUPM), Saudi Arabia 2009 – Present

Service Desk Supervisor

v  Managing 18 IT Service Desk staff and End User Computing, providing support to more than 15,000 users at King Fahd University related to hardware, Software’s, systems, subsystems and applications utilizing telephone ,onsite support &  remote diagnostic capabilities Coach and mentor on service operations, management, policies, procedures, workflows and technologies.

v  Monitor networks, secure and non-secure; modify user accounts via Active Directory, submit changes to file management and peripheral devices via HP Service Desk Manager, escalate network incidents, and provide direct support to KFUPM community.

v  Participate in IT Service and Support Leadership team. Track and report on progress toward team goals and objectives. Work collaboratively with and support efforts of other leadership team members to optimize the use of cross-functional resources. Make recommendations related to strategy.

v  Provided functional and technical support, troubleshooting and diagnosing hardware and software problems, including desktop, laptop, WAN, LAN. Identified and removed computer viruses and provided major repairs in accordance with outside vendors.

v  Produced backup software for distribution and maintenance all computers and peripherals.

v  End-to-end delivery of IT infrastructure Projects. Ensure that business requirements are complete and review the resulting functional and technical specifications to be certain that projects will meet the business and technical requirements when delivered. Manage 3rd party suppliers to deliver components of projects.

Technical support (Al-Majidy Commercial Company) 07/2003-04/2005

v  Responsible of Installation and Maintenance computers, Al-Majidy Commercial Company, Taiz-Yemen, 07/2003-04/2005.

Computer Maintenance Engineer (Brent land Trading Company) 05/2005-03-2006

v  Worked as Computer Maintenance Engineer, Brent land Trading Company, Sana’a-Yemen, 05/2005-03-2006.

Maintenance Engineer, (Smart Soft Company) 04/2007-08/2007

v  Worked as Maintenance Engineer, Smart Soft Company, Sana’a-Yemen, 04/2007-08/2007.

Manager of Maintenance Department, (Smart Soft Company) 08/2007-12/2008

v  The Manager of Maintenance Department, Smart Soft Company, Sana’a-Yemen, 08/2007-12/2008



v  Bachelor degree in Information Technology, Yemeni University, 2011.

v  Diploma in Technology of Computer Engineering, Computer Centre & Information Systems, Taiz University, Taiz-Yemen, 06/2004-06/2006.

v  Diploma in Electronic, The Swedish Free Mission, Taiz-Yemen, 05/2005-05/2006.

v  Diploma in Computer Maintenance-Software, Computer Man Centre, Taiz-Yemen, 07/2002-07-2003.

v  Diploma in Administrative Affairs, British Centre for Computer & Languages, Taiz, Yemen.






v  ( HDI) Desktop Support Technician Training Program

v  ITIL – IT Service Management

v  Self-Leadership, KFUPM, 21/10/2009.

v  General English Level II, KFUPM, 27/02/2010-07/04/2010.

v  Communication Skills, KFUPM, 10/10/2010.

v  Teamwork, KFUPM, 13/10/2009.

v  Basic 1, Basic 2 & Basic 3 English Training Courses, British Academy Centre, 02/2009.

v  Intermediate level 1 & 2 English Courses, British Academy Centre, 02/2009.

v  Training Course to Start Your Own Business (SEFE), Chamber of Computer & Industry in cooperation with SEPP (08/2003).

v  Training Course of Financial Management for the small Enterprise from Chamber of Computer & Industry in cooperation with SEPP (07/2003).

v  Photoshop Course, Computer Man Centre for Computer Engineering, 08/2003-09/2003.

v  Internet Training Course, British Centre for Computers & Languages, 06/2002-07/2002.