Abdullah Alharbi | Technical Support Engineer

Now at Makkah Hotel & Towers, Makkah, Saudi Arabia

Technical Support Engineer who turns service desk work into dashboards and automated workflows.

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I keep IT services running and make them run better.

Profile

Technical Support Engineer with an ITIL® 4 Foundation certification and hands-on experience in IT service management, operations, technical support and digital transformation.I troubleshoot systems and applications, optimize IT workflows, build Power BI dashboards, and support IT projects that improve operational efficiency and business processes.

Experience

From hospital IT intern to managing the service desk at Makkah Hotel & Towers.

Jun – Aug 2024

IT Intern

King Fahad Armed Forces Hospital, Jeddah

Hands-on IT support, digital forms and reporting at a hospital.

01Installed operating systems and supported the IT asset inventory.
02Helped convert paper-based forms into digital forms: gathered requirements and designed the interfaces in Figma.
03Created Power BI reports and supported database monitoring.

FigmaPower BIIT asset inventoryDatabase monitoring

Mar – Sep 2025

Cybersecurity Risk Specialist

Makkah Hotel & Towers, Tamheer Program

ISO 27001 and NCA security work at Makkah Hotel & Towers.

01Assisted with ISO 27001 and NCA implementation and documentation.
02Helped improve internal security procedures and documentation.
03Monitored system logs and email activity.

ISO 27001NCASecurity documentationLog monitoring

Oct 2025 – PresentCurrent

Technical Support Engineer

Makkah Hotel & Towers, Makkah

Managing the service desk and turning manual work into automated workflows.

01Manage the IT service desk: requests, incidents, workflows, SLA rules and escalations, following ITIL practices.
02Give technical support for business-critical systems and applications, keeping hotel operations running through incidents.
03Support digital transformation and change management: gather requirements, roll out digital solutions and help users adopt them.
04Automate repetitive tasks and turn manual processes into digital workflows that save time and reduce workload.
05Build Power BI dashboards that track IT service performance, SLAs and operational data.
06Coordinate with departments, management and vendors on IT projects and system improvements.

ITILSLA managementDigital transformationAutomationPower BI

No Bag Left Behind!

Graduation project, Nov 2023 – Nov 2024

A real-time AI detection system that makes public places safer by identifying unattended luggage.

Accepted as an IEEE scientific paper
Presented at ICAISC 2025

Concept animation: the owner stays linked to the bag; when the link breaks, the bag is flagged.

Dashboards

Power BI reports that make IT service performance, SLAs and operational data easy to read at a glance.

IT service performance

SLA tracking

Operational data

Skills

ITIL Best PracticesITIL® 4 Foundation, applied daily on the service desk.
IT Service Desk OperationsRequests, incidents, workflows and escalations.
Service Desk OptimizationFewer repetitive tasks, less workload, faster service.
Power BI & DashboardsService performance, SLA and operations reporting.
Data AnalysisCoursework from IBM and Google Developer Groups, plus SQL.
AutomationManual processes turned into digital workflows.
UX/UI DesignPaper forms redesigned as digital forms in Figma.
ISO 27001 SupportISO 27001 and NCA documentation during the Tamheer Program.
Team CoordinationWorking across departments, management and vendors.

Education

Aug 2020 – Nov 2024

Bachelor in Computer Science

Umm Al-Qura University, Makkah
GPA 3.03

ITIL® 4 Foundation

IT service management

PeopleCert

Exploratory Data Analysis

Data analysis

IBM

SQL Intermediate

Databases and queries

SoloLearn

Data Analysis Bootcamp