This document is a resume for Alaa H. Daban. It summarizes his personal and professional experience. Currently, he works in service desk analysis at AEC/SIS/STC in Riyadh, Saudi Arabia, where he provides technical support and handles incidents through the help desk application. He has a Bachelor's degree in computer engineering from King Saud University with honors. His skills include technical support, Microsoft Office, and languages of Arabic and English.

1. Alaa H. Daban
Contact address
Riyadh, Kingdom of Saudi Arabia
Mobile: [+966556559590] E-mail: [alaa.daban15@gmail.com]
Nationality: Egyptian Date of Birth: 20-March-1991
Personal Profile
A conscientious and self-motivated individual with great enthusiasm and determination to succeed.
Hard working, reliable and resourceful with excellent organisational and staff management skills,
combined with the ability to prioritise a substantial workload. Successfully receives, assimilates and
evaluates information quickly in order to complete any task efficiently. Friendly and good humoured
whatever the circumstances.
Certificate & Achievements
 ITIL Foundation (2015)
 Issuing Cumulative Report.
 Generate report for all agents
 Issuing Problem Mgmt. report
 Training for 8 weeks in the deanship of e-Transactions & Communications in KSU (2013)
 IELTS (2009)
 ICDL (2009)
Education
BCs in computer engineering, King Saud University. (6/2014)
Grade achieved : [A+]
Project : Graduation project with a title "DiffServe-Based Quality of Service
of Multimedia Application in IPv4/IPv6 Networks"
Work Experience
[From: Dec. 2014 – Till now] [Service desk analysis] [AEC/SIS/STC]
Provide first and second line technical support to internal staff. The successful
candidate will require an aptitude for working with applications/systems to
undertake analysis, diagnosis and resolution of staff problems, which may
range from straightforward to more complicated technical issues.

2. - HD agent
As a part of the Help Desk Team, responsible for delivering support to users. The target is to
record incidents and resolve some of them. Those unresolved should be passed to 2nd level
support team after investigation. Duties as below:
 Open Tickets and assign the tickets to the right support groups as per the
questionnaire First level support for Office software and hardware incidents.
 First level support for incidents related to in-house applications (After appropriate training).
 Handling IT incidents and requests received via telephone, email or Help Desk application
 Incident logging through the Help Desk application and managing/prioritizing workload.
 Remote user administration.
- Back office duties as below
To manage the performance of STC Helpdesk, First level support (Remotely) & second level
physically support to clients (Only internally) and ensure that service levels are achieved. To
ensure that customer expectations are met or exceeded. Responsible for ensuring the staffs
are meeting and exceeding expectations in regards to performance, meeting defined
metrics/benchmarks, and that standards and processes are followed to provide effective
customer service and meet requirements Key Responsibilities (% of Time)
Problem Management:
- Ensure alignment of the IT Problem Process to the Corporate and IT Strategies
- Create a new environment by displaying a motivational impatience for results
(be a behavior change leader)
- Publicize activities and build commitment and consensus around the Problem
Process Management activities
- Facilitate resolution of interface problems with other Process Owners and
Leads
- Identify trends and potential compliance issues in process adoption and
execution
- Monitor the effectiveness of problem execution and initiates improvement
- Develop and maintain Problem and Known Error control systems
- Implementing formal strategies to drive the efficiency and effectiveness of the
Problem Management process for complex/high impact problems.
- Investigating and coordinating analysis of the root cause of incidents and
determining Corrective Actions * Key requirement from STC Mgmt.
- Assists with the handling of Major Incidents and Monitoring and Managing the
communication, reporting of progress on major IT problems
- Collating and developing reports for management containing key statistics
surrounding Problem management and resolution.

3. Quality Control:
- Prepare ISO 9001-2008 Operation Procedures Documents for Service
Management & Quality Control Department (STC-SMQC).
- Quality Team Representative for ISO 9001-2008 External Auditing for Service
Management & Quality Control Department (STC-SMQC).
- Internal Auditor for Service Management & Quality Control Department for ISO
9001-2008 (STC-SMQC).
- Internal Auditing for IT Service Desk to ensure the quality of performance.
Service Level Management:
- Coordinate with all STC-IT departments to update and review Operation Level
Agreement.
- Analyze Service Level Agreement for all IT Departments in order to achieve the
expected customer satisfaction.
Skills
Technical:
 Technical Support, Microsoft Office, Internet
Interpersonal:
 Hard working, reliable and resourceful with excellent organizational and staff
management skills
Other:
 Languages: Arabic and English: very good reading, writing, and speaking.
Referees
Mr.Abdulrazak Alayoubi
MSP Manager
Tel. : 0552224044
Email : aalayoubi.c@stc.com.sa
Mr.Hossam Makki
Projects Manager
Tel : 0553050570
Email : makkihm@aecl.com