Sultan Abdullah

Managing IT managed services for 11 staff, ensuring 24/7 continuity of technical operations.
• Ensure continuous availability of IT services with focus on system uptime, response times, and incident
resolution (MTTR).
• Lead daily IT operations including monitoring, troubleshooting, and escalation management.
• Manage SLA compliance and drive continuous service improvement (CSI) initiatives.
• Prepare periodic governance and audit compliance reports.

Phase 1: Managed company project on-site at client, leading a team of 65 employees.
• Led and directed 65 on-site employees; resolved daily operational issues and improved team efficiency.
• Delivered regular progress reports to client stakeholders and managed scope change requests
professionally.
• Managed procurement of IT equipment and components; coordinated with vendors for quality and cost-
optimized sourcing.
• Ensured purchased components aligned with project specifications and existing system architecture.
• Provided technical oversight, supporting the team with complex problem resolution.
• Enforced quality standards across all deliverables before client handover; drove continuous process
improvement.
Phase 2: Managed a portfolio of 5 simultaneous client-side projects while remaining embedded within the
company contract.
• Managed a portfolio of 5 concurrent IT projects, prioritizing based on government strategic objectives.
• Allocated human and financial resources across projects to ensure balanced progress and optimal
delivery.
• Prepared and submitted comprehensive weekly and monthly status reports to senior management and
stakeholders.
• Ensured full compliance with client policies, government regulations, and procurement governance
frameworks.
• Managed vendor contracts, reviewed technical proposals, processed change orders, and approved
deliverables.
• Coordinated across multiple internal departments (IT, Finance, Procurement, Information Security) to
remove bottlenecks.
• Identified risks proactively (delays, resource gaps, technical issues) and prepared mitigation plans;
escalated critical issues promptly

Managed on-site IT operations for a team of 38 employees across university facilities.
• Ensured project execution aligned with the approved plan, timeline, and quality standards.
• Supervised and managed 38 employees, monitoring attendance via biometric systems and overseeing
daily performance.
• Developed monthly operational reports covering attendance, leave, device installations, and
maintenance.
• Conducted client meetings, documented requirements, developed solutions, and coordinated with
company management.
• Identified and resolved problems proactively, coordinating with direct management for escalations.

Supported the General Manager in daily operational management and strategic execution.
• Monitored and followed up on implementation of directives across departments.
• Prepared executive summaries, reports, and decision-support materials for senior leadership.
• Coordinated cross-departmental activities (IT, Finance, Operations, HR) and resolved inter-department
conflicts.
• Tracked KPIs at the organizational level and submitted weekly/monthly performance reports.
• Oversaw strategic projects and initiatives, ensuring alignment with organizational goals.
• Maintained governance compliance: applied policies, monitored audits, and organized official
documentation.
• Organized meeting agendas, documented decisions, and followed up on action items to ensure closure.
• Drafted internal and external correspondence and managed information flow within the organization.
• Identified and resolved critical operational issues; proposed process improvement initiatives.