Abdulrahman AlNAhdi

• Service Management & ITIL Practices: Skilled in ITIL-based IT Service Management (ITSM), with expertise in incident, change, and problem management, ensuring timely resolution and improved service delivery.
• Project Management & Strategic Planning: Proven ability to lead and execute IT projects, ensuring alignment with business objectives. Experience with project management methodologies like Agile and Scrum. Skilled in budgeting, cost management, and resource allocation for IT initiatives.
• Leadership & Team Development: Strong leadership skills with experience managing cross-functional teams. Adept at fostering a collaborative environment, providing mentorship, and driving professional growth within the IT department.
• Vendor & Third-Party Management: Experience managing relationships with external vendors and service providers, including contract negotiations, service-level agreements (SLAs), and performance management.
• Performance Monitoring & Optimization: Proficient in monitoring IT systems and services focused on optimizing performance, reducing downtime, and meeting Service Level Agreements (SLAs).
• Communication & Stakeholder Reporting: Excellent verbal and written communication skills, including reporting to senior leadership on IT performance, incidents, and improvements. Experience in managing stakeholder expectations and maintaining transparent communication during incidents or outages.
• Identified and mitigated risks proactively, promptly addressing potential issues to minimize disruptions.
• Continuous Improvement: Strong focus on process optimization and staying updated on emerging IT trends to drive efficiency and innovation within the IT department.
• Ensured project deadlines were met whilst managing multiple change initiatives simultaneously.
• Improved overall business efficiency by implementing a robust change management strategy.
• Created comprehensive impact analyses reports to highlight potential effects of proposed changes.
• Enhanced team morale during challenging transition phases with regular engagement activities.
• Coordinated with various departments for streamlined process changes.
• Provided support throughout the lifecycle of various strategic transformations to ensure sustainability.
• Chaired project governance reviews and resolved challenges.

• Upgraded hardware and software regularly for optimised systems performance.
• Maintained system security through regular testing and servicing.
• Managed technology resources within department budgets.
• Analysed system and software requirements to meet operational needs.
• Recruited, trained and managed IT teams to continually meet service user needs.
• Assessed system performance to advise on possible updates and improvements.
• Advised on Information and communications technology policy and process improvements.
• Controlled department budgets by sourcing cost-effective solutions.
• Observed workflow to establish system development priorities.
• Highlighted, assessed and mitigated risk threatening software, hardware, system interfaces and connectivity.
• Delivered appropriate training to equip subordinates with skills and knowledge to implement and maintain current software systems.
• Exercised first-class diagnostic skills to conduct detailed analysis and troubleshooting of IT issues.
• Engaged with external stakeholders, interpreting briefs to develop IT systems within allocated budget.
• Devised periodic information technology goals and integrated appropriate computer systems.
• Employed awareness of latest technological innovations to maintain integrity of IT infrastructure by periodically upgrading servers.

Works with upper management to develop plans, forecasts, and budgets creates and manages escalation procedures and ensures service levels are maintained.
Collaborates with management to develop service teams standards, as well as research and procurement of relevant technology, creates and manages procedures prepares progressive reports for all work performed documents and trains on all work performed,
Manage and maintain a centralized support documentation enabling help desk staff and support technician’s to streamline response and resolve incidents with minimal disruption to expected service levels develop, manage and maintain reports for internal support teams and business management to provide necessary Issue status , manage maintain and develop incident management database and all associated configurations and connections manage a portfolio of projects and continuous improvement initiatives , manage the help desk staff including performance evaluations, promotions, training, hiring and disciplinary Responsibilities.

• Built firm but respectful relationships with staff, leading by example and providing continued encouragement for high levels of motivation and satisfaction.
• Implemented and developed ongoing program initiatives through communication and collaboration.
• Coached and mentored new team members to provide high-performing staff for optimum productivity.
• Well balanced in business focused program management, digital transformation, enterprise applications, and infrastructure/services. A dynamic and innovative technology professional experienced in designing, implementing & supporting large scale Enterprise IT
  projects.
• Confident and dedicated technology leader able to lead all phases of digital transformation initiatives while mentoring and motivating teams, successfully creating and implementing a digital change agenda.
• Leading the organization in maximizing the opportunities of digital working culture by reshaping the skills, processes, people and tools to deliver on digital strategy.
• Leading customer engagements to assess strategic objectives, map out innovation scenarios, identify key improvement opportunities and value added digital transformation initiatives.
• Availability & Performance Management of Business Critical Systems .
• Conducting value discovery exercises with customers; with a transformation agenda.
• Collaborated with other corporate departments to develop effective business strategies.
• Resolved issues quickly to maintain productivity goals.
• Planned, developed and implemented company growth and new retail store roll-out strategies.
• Conducted robust and sustainable supplier performance management to guarantee ongoing best practice delivery.
• Performed quality assurance reviews to support software process adherence and compliance with quality standards.
• Supervised, trained and mentored a team of 48 engineers to consistently meet and exceed product quality, performance and delivery goals.
• Advised on Information and communications technology policy and process improvements.
• Monitored and updated software certifications for full compliance.
• Recruited and trained system analysts, programmers and engineers.
• Managed technology resources within department budgets.

Provide feedback to management concerning possible problems or areas of improvement.
Create documentation for processes developed Provides integrated and project management support for all technology platforms provides analysis and technical solutions to a variety of problems that are routinely encountered under normal Business activities Responsible for maintaining, configuring, and upgrading computer systems. Performs complex computer repairs And coordinates vendor support for more critical repairs manage all video teleconference equipment providing the site with high quality customer support including facilitation, scheduling and technical support for multiple systems performs installation and testing of software products individually and/or as part of a team. work with the various IT groups and the business to test IT solutions to ensure that IT problems have been adequately resolved Monitor daily utilization for all global service desk staff to ensure work load is evenly distributed assist in creating individual and team goals and oversee to ensure goals are met create knowledge base articles for use by customers and technical staff.

• Managed and motivated project teams to promote collaboration and keep members on-task and productive.
• Handled the day-to-day running of SM, ensuring high levels of productivity and progression.

Supervises the day-to-day operations of the help desk. Identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner.

• Carried out regular call and communication monitoring, ensuring service provisions meet defined quality standards.
• Carefully managed complaint escalations, remaining calm and professional throughout to maintain positive customer satisfaction ratings.
• Maintained store equipment, including computers, printers and fax machines.
• Mitigated risk by ensuring regulatory compliance for required licensing.
• Strengthened operational efficiencies and traceability, developing organisational filing systems for confidential client records and reports.

Diagnose and troubleshoot software and hardware problems, and help our customers install applications and programmes. Include resolving network issues, configuring operating systems, and using remote desktop connections to provide immediate support.

• Coached and mentored support teams on service improvements for optimised company productivity.
• Worked with IT support in observing call centre activity, assessing areas for development.
• Analysed service requests data, identifying trends and suggesting process improvements.