SALEM BASABAIEN
DIGITAL TRANSFORMATION | LEADING EDTECH INNOVATION
Jeddah
Summary
Accomplished IT Solutions Supervisor with over 20+ years of experience leading cross-functional teams to deliver high impact educational technology solutions. Led 15+ successful projects, improving user satisfaction by 25% and reducing system downtime by 15%. Managed project budgets of up to SAR 1.5M, consistently delivering initiatives 10% under budget and 2 weeks ahead of schedule. Proven expertise in improving application performance, driving process optimization, and ensuring alignment with organizational goals. Adept at managing complex IT projects from initiation through execution, delivering measurable business outcomes and leading teams to exceed performance expectations.
Overview
25
25
years of professional experience
6
6
Certifications
2
2
Languages
Work History
IT Solutions Supervisor
Waad Education
Jeddah
08.2015 - Current
- Led 15+ education technology projects, achieving a 25% increase in user satisfaction and reducing system downtime by 15%.
- Managed project budgets of up to $1.5M, delivering projects 10% under budget and 2 weeks ahead of schedule.
- Improved application performance and user experience by developing and implementing technology solutions for a cloud-based education platform, increasing operational efficiency by 20%.
- Led the adoption of Agile methodologies across IT teams, resulting in a 30% reduction in project timelines and a 35% improvement in team productivity.
- Managed vendor relationships and negotiated contracts, securing cost reductions and improving service quality.
- Improved service operations by establishing clear processes for project execution, training over 200 end-users and IT staff with a 95% adoption rate.
Service Center Lead
EMS Mobile
Jeddah
04.2013 - 07.2015
- Led a team of 15+ service professionals, improving service delivery times by 25% and increasing customer satisfaction by 18%.
- Improved service center operations by identifying and implementing process improvements, reducing service resolution times by 30%.
- Managed operational facilities, ensuring a 20% reduction in overhead costs and optimal service center performance.
- Led talent development initiatives, delivering training programs that improved employee retention by 15% and enhanced team productivity.
IT Service Desk Lead
Nesma Trading Co. Ltd.
Jeddah
06.2002 - 04.2013
- Led a team of 13 to support 750+ end-users, achieving a 98% customer satisfaction rate and maintaining an average response time of under 2 hours.
- Managed 25+ IT acquisition projects, including network infrastructure upgrades, software implementations, and system migrations across multiple regions.
- Improved IT support workflows by automating ticketing processes in Manage Engine, streamlining 120+ service request items and reducing response times by 30%.
- Led vendor negotiations and technical upgrade projects, ensuring seamless system integrations with no downtime.
IT Service Desk Technician
A.B.B. EST. for IT Services
Jeddah
11.2000 - 04.2002
- Managed hardware and software inventories, ensuring system reliability and compliance with internal IT policies.
- Improved system security and reliability by updating anti-virus systems and performing regular data backups.
- Led end-user training sessions, improving user system knowledge and reducing recurring IT issues by 20%.
- Managed IT support for 500+ users, resolving network, hardware, and software issues with a 95% resolution rate.
Education
Diploma - Computer Science
Hdramut University For Sciences And Technology
Yemen08-1999
Skills
Project coordination
Requirements analysis
Vendor management
Budget administration
Operational reporting
Application support
Mobile device management
IT asset management
Certification
Generative AI for Project Managers, PMI - 2025
Timeline
IT Solutions Supervisor
Waad Education
08.2015 - Current
Service Center Lead
EMS Mobile
04.2013 - 07.2015
IT Service Desk Lead
Nesma Trading Co. Ltd.
06.2002 - 04.2013
IT Service Desk Technician
A.B.B. EST. for IT Services
11.2000 - 04.2002
Diploma - Computer Science
Hdramut University For Sciences And Technology
Training
- Power BI Advanced , Google - 2022
- Communication Skills, Noble - 2017
- Time Management, Izdehar Training Center - 2017
- Airwatch Education Specialist, Airwatch Academy - 2016
- PMP Course (35 Hours), SAC - 2015
SOFTWARE
- Project Management Tools: MS Project, Notion
- Dynamics 365: CRM
- Human Capital Management: HITS
- Service Desk Platforms: Manage Engine
- Learning Management Systems: Canvas, Google Classroom
- Mobile Device Management: Airwatch, Jamf
- MS Office Suite, Power BI
References
Available upon request.