علاءالدين عبدالله

• Implementation of Artificial Intelligence (AI) and Digital Transformation, ensuring
alignment with national frameworks and regulations of the Digital Government Authority
(DGA).
• Managed the development of AI and DT roadmaps, ensuring alignment with governance
standards, as well as meeting the unique operational requirements of each organization
through research, workshops, and stakeholder engagement.
• Managed end-to-end AI projects, ensuring high-quality delivery and a seamless
customer experience, as well as alignment with business objectives.
• Worked collaboratively with clients to ensure their requirements are met and validate
that proposed AI solutions meet their business objectives, as well as meeting regulatory
and governance requirements.
• Worked collaboratively with government entities to ensure alignment of proposed AI
solutions with national digital strategies.
• Contributed to innovation and ideation processes, ensuring the development of creative
AI solutions that maximize value for the organization.
• Designed and delivered training programs and workshops for the effective adoption of AI
and other emerging technologies, ensuring better workforce readiness.

• Developed and implemented digital transformation strategies aligned with business
goals and in compliance with KSA Digital Government Authority (DGA) standards.
• Led initiatives such as cloud migration and digital customer experience enhancement,
ensuring adherence to DGA frameworks and guidelines.
• Collaborated with stakeholders across government firms to assess and optimize digital
systems and processes for compliance with national digital transformation objectives.
• Guided change management efforts, including employee training and workshops

• Formulated and executed comprehensive ICT strategies to enhance service delivery,
business performance, and operational efficiency.
• Managed ICT services, including outsourcing partnerships, IT managed services, and
delivering tailored business solutions to meet organizational needs.
• Directed ICT infrastructure planning and implementation projects, encompassing
networks, VOIP systems, and enterprise contact centers.
• Designed and deployed business solutions to streamline operations, improve customer
experiences, and support organizational growth.
• Oversaw team management and development, fostering a high-performing workforce
aligned with strategic objectives.
• Led business process reengineering initiatives based on ITIL best practices, driving

• Led the full implementation of ISO 20000 across ITSM processes, including
incident, problem, change, service level, configuration, and asset management,
enhancing IT service quality and compliance.
• Designed and conducted interactive workshops to training IT staff and
stakeholders on ITIL-aligned processes, including problem, change, and
configuration management, ensuring practical understanding and alignment
with ISO 20000 standards.
• Facilitated hands-on training sessions on ITSM tools and processes, enabling
teams to apply best practices for managing incidents and changes effectively.
• Delivered comprehensive workshops focused on service level and asset
management, driving cross-departmental collaboration and service
optimization.
• Provided coaching and mentorship to the problem management team to improve
root cause analysis skills and incident resolution efficiency, ensuring adherence
to KPIs and SLAs.
• Created detailed training materials, including process documentation,
workflows, and quick-reference guides, to support continuous learning and
operational consistency.

Zain telecom 2008 - 2016
IP contact center specialist

• (Cisco IPCC, Cisco IPT, Recording system, speechlog, WFM, Auto dialler)
• Configuration and administration of Cisco Intelligent Contact Management which includes (Cisco ICM Router, Logger, AW Distributor, PG's and CTIOS)
• Configuration of cisco voice portal (CVP)
• Designing and configuration of Call Flow for inbound scripts
• Configuration and administration of Cisco Unified Communication Manager (CUCM)
• Implementing new systems and all necessary enhancements.
• Make all the necessary changes needed in systems configuration.
• Solve all extensions and work stations problems related to the CC systems.
• Isolate all system outage and give first line of support to solve the problem with the related technical departments.
• New projects implementations.
• Participate in management meetings and give feedback for all CC systems performance.
• Monitor the performance of IPCC, Remedy and other IT applications and work on improvement.
• Create and update Remedy CTIs on regular basis and upon request.
• Develop new script for IVR tree and In/outbound for CC agents
• Prepare weekly and monthly reports for Business support management, participate in meetings and give feedback.

Ministry of sciences & technology 2006 - 2008
Network Engineer

• Maintain a thorough understanding of the basics behind the Internet and its workings (DNS, Security, IP Routing, HTTP, VPN, Email Routing, SPAM, etc.)
•Configure and setup Cisco Firewalls, VPN Concentrators and Security appliances for access to vital business applications
•Design, setup and configure switching environments.
•Design, setup and configure wireless networking that supports open or secured access and the ability to support voice and video applications.
• Assist in the design of multi-server environments including IP address schemes, DNS, Vlans, EtherChannel, etc.
• Configuring and installing client and server network software for upgrading and maintaining network and telecommunication systems.
• Maintaining multi-site network operations and software applications, operating systems and regular maintenance with both private and public facilities
• Managing assigned projects and program components to deliver services in accordance with established objectives.
• Supervising the administration of systems and servers related network to ensure availability of services to authorized users.
• Troubleshooting malfunctions of network hardware and software applications, telephones and security systems to resolve operational issues and restore services.
• Design, implementation, and troubleshooting all data networks LAN and WAN
• Managing monitoring connections Responsible for all technical issue Ethernet
• Building a new Hardware related Data Centre and introducing new services network solutions.
• Install configured corporate clients for Leased lines using (Dialup, Frame relay & ADSL)

SULAFA Company for Computer Services (outsource company) 2004 -2006
Service desk executive

• Provides technical support, troubleshoots and resolves urgent technical issues, and responds to help requests in person and by phone.
• Identifies and escalates complex issues to management.
• Compiles daily or weekly issues log for management.
• Writes user manuals and trains staff as needed.
• Monitors and maintains the organizational computer system’s daily performance.
• Install, configure, and maintain computer hardware and software including PC’s, terminals, printer, laptops and WIFI devices.