Abdullah Omar

• Single point of coordination between clients and the development team for a nationwide, multi-site platform
spanning scheduling, e-learning, and secure payment processing.
• Own the issue lifecycle end to end: triage client-reported issues, translate them into reproducible defect
reports for developers, prioritize fixes, and track each issue to client-confirmed resolution.
• Communicate directly with business stakeholders on issue status, priorities, and escalations, managing
expectations and resolution timelines.
• Prepare recurring SLA and status reports for stakeholders, highlighting open risks, issues, and required
actions; automated reporting with Python.
• Manage incident response and SLA tracking, cutting escalations by 20% over six months and tightening SLA
reporting cadence.
• Led the design, stakeholder alignment, and rollout of a role-based access control (RBAC) framework as an
internal project, reducing access-related security incidents by 35%.
• Coordinate ~110 access requests per month across four platform components, enforcing least-privilege
controls; SQL-based data-integrity checks on production databases.

• Coordinated end-to-end delivery of an RFID-based Warehouse Management System, aligning designers,
developers, and business stakeholders from requirements through release.
• Planned and tracked sprint work in Jira, ran release-readiness reviews, and surfaced process and control
gaps before production deployment.
• Defined project scope through 3 BRDs and user stories with clear acceptance criteria.
• Managed QA execution for 2 enterprise releases (regression and UAT), contributing to a 25% reduction in
post-launch defects.