Book
“All we have to decide is what to do with the time that is given us.”Gandalf · The Lord of the Rings
$ whoami
# Horde Warrior · EU Kazzak · IRL Riyadh
Omar A.
Othman
“Bahamüt”
$ cat ./summary.txt
// Tauren Warrior since 2005 EU launch. Twenty years+.
// 3D printer enthusiast, history rabbit holes, music lover.
// IT services management Leader.
// 3D printer enthusiast, history rabbit holes, music lover.
// IT services management Leader.
$
./portrait.jpg · 400×400
/ 01
About
the short versionNerd, Gamer, tinkerer, music enjoyer, history reader. I've been a wow player since 2005 EU Launch as a warrior, I tinker with my 3D printer most weekends, and I'll queue the same album on repeat for a week or until I find my next obsession.
I follow rabbit holes (the tech one, the lore one, the history one, the music one) until they bump into whatever I'm working on next. A lot of what I know I picked up from getting stuck on something obscure for way too long.
The day job is IT. Fifteen-plus years running end-user services & support in Riyadh: freelance, construction services, insurance, banking, and now aviation at Flynas. Same brain that obsesses over loot tables and filament types ends up obsessing over procedure, escalation paths, and SLA reports.
/ 02
Favorite Quotes
words I keep coming back to Film
“A King may move a man, a father may claim a son, but remember that even when those who move you be Kings, or men of power, your soul is in your keeping alone. When you stand before God, you cannot say, ‘But I was told by others to do thus.’ Or that, ‘Virtue was not convenient at the time.’ This will not suffice. Remember that.”King Baldwin IV · Kingdom of Heaven
TV
“Space: the final frontier. These are the voyages of the starship Enterprise. Its continuing mission: to explore strange new worlds, to seek out new life and new civilizations, to boldly go where no man has gone before.”Captain · Enterprise
Anime
“A lesson without pain is meaningless.”Edward Elric · Fullmetal Alchemist: Brotherhood
Video Game
“I will show you the justice of the grave and the true meaning of fear.”Arthas Menethil, the Lich King · World of Warcraft
Song
“No one but me can save myself, but it’s too late.”Metallica · Fade to Black
/ 03
Career Timeline
2013 → now
Apr 2025 to
Current
Current
IT End User Services Manager
FlynasRiyadh, KSA
I run the end-user services team handling on-site and remote IT support for Flynas.
- Lead the on-site and remote support team day to day
- Maintain procedures, knowledge base articles, and escalation paths
- Track KPIs and SLAs so service quality stays consistent
- Run user satisfaction tracking, compliance work, and asset management
Nov 2022 to Apr 2025
IT Service Desk Manager
Bank Albilad · بنك البلادRiyadh, KSA
Ran the service desk team and the day-to-day work that goes with it: SLAs, escalations, reporting, and policy. Worked with IT and the business on projects and system changes.
- Handled day-to-day operations and SLA performance
- Owned escalations, reporting, and policy updates
- Coordinated IT projects and change events
- Pushed for knowledge sharing and steady improvements
Aug 2021 to Mar 2023
Senior IT Service Desk Operator
Bank Albilad · بنك البلادRiyadh, KSA
First-line IT support, with a focus on actually explaining things to the user. Hardware, software, and system troubleshooting, plus deployment, inventory, and licensing.
- Helped users across systems, apps, and hardware
- Did deployment work, kept the inventory current, managed licenses
- Worked on IT projects and kept the support docs up to date
Dec 2018 to Aug 2021
IT Service Desk Specialist
Najm for Insurance ServicesRiyadh, KSA
Technical support from open ticket to closed, across phone, email, and walk-ups. Fixed hardware and software issues, kept the records straight, and flagged anything recurring to my manager.
- Took support tickets from open to closed, on whatever channel
- Stuck to the help-desk procedures and kept the records honest
- Spotted recurring problems and pushed them up so they could get fixed properly
Jun 2013 to Jul 2018
Administrative Assistant / IT Support
Saudi Building Material Co. Ltd.Riyadh, KSA
Office admin work plus IT support: troubleshooting, PC maintenance, setting up new systems. This is where the IT career actually started.
- Office stuff: scheduling, records, meeting prep
- Hands-on PC fixes, troubleshooting, new setups
- Translated what the business actually needed into IT work
2008 to 2010
Computer Technician
FreelanceRiyadh, KSA
Freelance support work around Riyadh before college. Friends, family, and small clients with whatever their PC was doing wrong that week. This is what got me into computers in the first place.
- Hardware repairs and upgrades on PCs and laptops
- OS installs, driver issues, software setup and troubleshooting
- Basic home networking and one-on-one consultation
/ 04
Skills & Expertise
the actual toolkit▤
Service Management
ITIL® 4SLA mgmtIncident mgmtChange mgmtKPI tracking
◉
Leadership
Team mentoringEscalation mgmtCross-functionalPolicy & governance
⌘
Technical Support
L1/L2/L3On-site & remoteHardwareSoftwareNetworking
⊞
Ops & Tooling
Asset mgmtLicense mgmtDeploymentKnowledge base
⟡
Industries
AviationBankingInsuranceEnterprise ops
✦
Soft Skills
Clear commsCalm escalationsCustomer focusAccountability
⌗
Reporting
KPI dashboardsSLA reportsRoot-causeTrend analysis
⟐
Languages
Arabic, nativeEnglish, full professional
/ 05
Education & Certifications
on paperEducation
Associate's, Computer Science
2010–2013Riyadh Community College
Two-year diploma covering software, networking, and databases. Theory plus hands-on practice. This is what set everything else up.
Certifications
ITIL® 4 Foundation
Mar 2024PeopleCert AXELOS, Global Best Practice
Service management principles, the service value system, and practical frameworks for keeping IT aligned with the rest of the business.
Verify on PeopleCert →
/ 06
Selected Initiatives
what I've moved the needle onService Desk Transformation● shipped
KPI & SLA reporting baseline
Set up consistent SLA dashboards and a weekly reporting cycle for the service desk. Performance discussions started running on actual data instead of gut feel.
Banking sector
Ongoing
Knowledge Ops● shipped
Knowledge base + escalation paths
Wrote procedures, KB articles, and escalation paths the team actually uses. Repeat tickets dropped and L1 resolution times got faster.
Flynas & prior
Active
Team Leadership● shipped
End-user support team mentoring
Built service desk teams for on-site and remote support. The aim is accountability, plain communication, and steady improvement. Consistency over heroics.
Multi-sector
15+ years
Asset & Licensing● shipped
Inventory & license lifecycle
Got IT asset and license management onto a repeatable process. Cleaner audits, fewer surprises at renewal, and no scrambling at quarter end.
Banking
Sustained
Policy● shipped
Support policy & compliance updates
Kept support policies updated as the business changed. The service desk stayed compliant and auditable instead of falling behind.
Albilad · Flynas
Rolling
Cross-Functional● shipped
IT ↔ business alignment
Work with business units on projects and system changes so IT support shows up early, not after the launch goes wrong.
All roles
Ongoing
/ 07
Latest from LinkedIn
live activityWhat I'm posting on LinkedIn.
A live feed of my recent LinkedIn activity. Notes on service management, ITIL in practice, what I'm picking up at Flynas, and the occasional team win worth celebrating.
/ 08
Journal
hobbies + interests
6 posts
[ raid night ]
GamingWoW
Why I still main a Warrior in 2026.
Fifteen years of raiding on Kazzak and the class still teaches me the same thing every expansion: positioning is a skill, not a stat.
[ print-in-progress ]
3D PrintingMaking
A quiet-hours enclosure for a loud printer.
The first mod I'd recommend to anyone with a bedslinger and thin apartment walls. Build notes, filament swaps, and the one thing I'd do differently.
[ homelab sketch ]
TechHomelab
Running a homelab like a (tiny) service desk.
Turns out every ITIL practice still makes sense when your only user is yourself. Change management for a Pi cluster, with napkin-math SLAs.
[ album art ]
Music
The focus playlist that actually works on call-heavy days.
No words, no surprises, no drops. A running list of what's carried me through the worst on-call weeks at the desk.
[ bookshelf ]
ReadingHistory
Why I keep re-reading Abbasid-era histories.
Empire logistics, caliphal chanceries, and what it felt like to run a service at scale, a thousand years before ticketing systems.
[ wiring diagram ]
TechTinkering
Things I've fixed this year that weren't supposed to be fixable.
A running log of vindicated screwdriver energy. Printers, thermostats, one absurdly stubborn mechanical keyboard.
/ 09
Off-Duty Stats
for the raid-curious
art by @nyacchii
⌖ WORLD · OF · WARCRAFT
Bahamüt on EU · Kazzak
For two decades, this Warrior has been an extension of me. Not a player character. The version of me that lives in Azeroth. Five percent of my youth went into stories and moments shared with friends from across the world: different cultures, different tongues, different thoughts, but the same goal and the same love for the game. My Warrior is me, and I am my Warrior.
265
ilvl
1619
M+ Score
Fury
Spec
20+
Years
The Voidspire6/6 H
The Dreamrift1/1 H
March on Quel’Danas2/2 H
Live · updated today
Visit the Armory →
♫ LIKED · SONGS
What's on loop.
The rotation that gets me through late-night incident calls, weekend print jobs, and the occasional Kazzak raid. Mix of lo-fi, OSTs, and whatever a teammate dropped in Slack this week.
📖 ON THE NIGHTSTAND
When Baghdad Ruled the Muslim World
Hugh Kennedy's history of the Abbasids. Late nights, coffee getting cold, "just one more chapter" four times in a row.
📖
▶ LATEST
What I've been watching.
Recent diary entries from Letterboxd and currently-watching anime from MyAnimeList. Refreshes hourly.
/ 10
Connect
let's talkWanna chat?
About my work? Some tech advice? Games? Or just nerding out over Lord of the Rings, Star Wars, Star Trek? Drop me a line.
✉ OmarAjo@outlook.sa