Haneen Khaled Alghamdi
Jeddah,Saudi Arabia
Summary
IT Support Manager with 7+ years of progressive experience leading multi-site IT operations and digital transformation in the healthcare sector. Proven record of achieving 95% SLA compliance, optimizing ITSM platforms (Zendesk, ManageEngine, Jira), and enhancing ERP systems (AX2012, D365). Skilled in system integration (HIS, NPHIES, Yakeen, telemedicine), cybersecurity enforcement, and workflow automation. Recognized as a strategic IT leader driving efficiency, compliance, and scalable growth.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
1
1
Certificate
Work history
IT Support Manager
MyClinic International Medical Company
Jeddah, Saudi Arabia
01.2022 - 08.2025
- Promoted to IT Support Manager, leading 11-member team across eight branches and over 30 clinics.
- Directed IT support operations, achieving 95% compliance with service level agreements.
- Designed workflows and escalation matrices, reducing average resolution times by 30%.
- Spearheaded NPHIES and Yakeen integrations for regulatory compliance in healthcare systems.
- Collaborated with Finance and Operations to enhance ERP processes during D365 transition.
- Implemented Zendesk ITSM platform, improving ticket visibility and reporting efficiency.
- Transitioned hardware maintenance in-house, saving 20% on IT operations costs.
- Developed IT security policies, strengthening data protection across all sites.
IT Support Team Lead
MyClinic International Medical Company
Jeddah, Saudi Arabia
04.2021 - 03.2022
- Led six-member IT support team across two branches and 15 clinics, ensuring technical reliability.
- Directed helpdesk operations, streamlining incident management and ensuring SLA compliance.
- Mentored team on ITSM best practices, enhancing service consistency and technical skills.
- Migrated ITSM platforms to ManageEngine, boosting workflow efficiency and ticket tracking.
- Oversaw the transition of teleconsultations from Vsee to Zoom/SaaS, enabling scalable virtual consultations.
- Contributed to In-house Digitalisation, automating workflows for increased accuracy.
- Collaborated with cross-functional teams, aligning IT support with clinical operations.
- Maintained documentation for knowledge transfer and operational continuity.
Application support analyst
MyClinic International Medical Company
Jeddah, Saudi Arabia
04.2018 - 03.2021
- Delivered hands-on technical support across hardware, software, and network systems to ensure reliable IT operations.
- Established expertise in IT service management, incident troubleshooting, and healthcare application support.
- Oversaw IT infrastructure setup for MyClinic's mobile app, website booking system, and second branch launch.
- Managed incidents and service requests using Jira, BugTracker, and ManageEngine to standardise workflows.
- Collaborated with cross-functional teams to address technical issues and improve communication.
- Contributed to process enhancements that increased service efficiency and supported promotion to Team Leader.
Education
Bachelor's Degree - Information Technology
SAUDI ELECTRONIC UNIVERSITY (SEU)
Jeddah Aug 2023 - Current
Bachelor's Degree - Biochemistry
KING ABDULAZIZ UNIVERSITY
Jeddah 04.2010 - 04.2014
Skills
- ITSM implementation (Zendesk, ManageEngine, Jira)
- ERP systems (AX2012, Dynamics 365)
- System integration (HIS, NPHIES, Yakeen, Telemedicine)
- Cybersecurity and compliance
- Infrastructure management
- Cloud and SaaS solutions (Azure, SaaS platforms)
- Project and process optimization
- Team leadership and training
- Cross-functional collaboration
- Business continuity and change management
Certification
- ITIL Foundation
- Lean Six Sigma
- Project Management Foundations
- Technical Writing
ADDITIONAL INFORMATION
Arabic
Native
English
Fluent
Accomplishments
- Recognized for successful deployment of NPHIES & Yakeen integrations.
- Achieved and sustained 95% SLA compliance across IT operations.
- Led IT readiness for 30+ clinics, ensuring zero downtime at launch.
- Implemented Zendesk ITSM, reducing resolution time by 30%.
- Directed hardware maintenance in-house, delivering 20% cost savings annually.
Timeline
Bachelor's Degree - Information Technology
SAUDI ELECTRONIC UNIVERSITY (SEU)
Aug 2023 - Current
IT Support Manager
MyClinic International Medical Company
01.2022 - 08.2025
IT Support Team Lead
MyClinic International Medical Company
04.2021 - 03.2022
Application support analyst
MyClinic International Medical Company
04.2018 - 03.2021
Bachelor's Degree - Biochemistry
KING ABDULAZIZ UNIVERSITY
04.2010 - 04.2014
ADDITIONAL INFORMATION
- Soft Skills: Strategic Thinking, Leadership, Cross-Team Collaboration, Problem-Solving
- Availability: Open to relocation opportunities in Riyadh or Jeddah
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