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• Successfully passed the CISM certification exam, demonstrating advanced capability in cybersecurity governance, enterprise risk
management, and control frameworks aligned with organizational and regulatory requirements.
• Developed advanced expertise in AI governance, digital risk management, and regulatory compliance through ISACA programs,
professional research, and practical application in governance scenarios.
• Applied performance measurement frameworks and digital maturity models to assess organizational readiness, identify gaps, and
support data-driven executive decision-making.
• Contributed to digital transformation initiatives by embedding governance best practices, quality assurance controls, and
performance measurement models to enhance accountability and service reliability.
• Provided advisory support to stakeholders and leadership on digital governance, quality management, compliance alignment, and
continuous improvement across IT and digital services.

• Maintain essential IT infrastructure, including operating systems, security tools, applications, servers, email systems, laptops, desktops, software, and hardware
• Ensure the security of IT systems and data by implementing appropriate policies and procedures, as well as keeping abreast of the latest cybersecurity threats
• Monitor performance of information technology systems to determine cost and productivity levels; make recommendations for improving the IT infrastructure
• Provide leadership and guidance on best practices for managing change, ensuring that all initiatives follow the established governance framework
• Design and implement governance framework that supports strategic objectives and ensures compliance with relevant standards and regulations
• Lead and manage the IT operations team, including hiring, training, mentoring, and evaluating the performance of team members
• Work closely with other departments to understand their IT needs and provide support for organizational goals and initiatives
• Develop compliance reports and dashboards for senior management, highlighting key compliance activities and risks
• Develop, review, and maintain policies and procedures related to smart tourism products and technology use
• Reviewing and maintaining controls, monitoring their effectiveness, and enhancing where necessary
• Manage departmental budgets, develop strategic plans, and ensure alignment with business goals
• Collaborate with stakeholders to ensure alignment with organizational and national standards
• Create SLAs for all functions to be reviewed and agreed with our counterparty

• Served as the primary support contact for 800+ users, resolving technical issues across networks, servers, and security systems
• Installed, configured, and troubleshot Windows servers, workstations, printer servers, and Active Directory services.
• Delivered on-site training for new and existing products to improve user readiness.
• Reduced Help Desk workload by identifying and implementing efficiency improvements.
• Managed hardware procurement and lifecycle activities.

• Led governance and compliance efforts that improved Digital Transformation Measurement (Qiyas) results.
• Improved overall IT infrastructure performance and stability, increasing system uptime and operational efficiency.
• Enhanced cybersecurity posture by implementing stronger controls and updated security policies.
• Optimized IT costs and productivity through performance monitoring and targeted infrastructure improvements.
• Established a comprehensive IT governance framework supporting strategic and regulatory objectives.
• Built and led a high‑performing IT operations team through effective hiring, training, and mentoring.
• Strengthened collaboration across departments by aligning IT services with business needs and digital transformation goals.
• Delivered clear compliance dashboards and reports that improved executive visibility into risks and control effectiveness.
• Developed and maintained policies for smart tourism technologies, ensuring consistent governance and quality.
• Improved internal control effectiveness through regular reviews and enhancements.
• Managed IT budgets and strategic planning to ensure alignment with organizational priorities.
• Implemented SLAs that improved service quality, accountability, and performance tracking.
• Supported product roadmap development by aligning digital initiatives with business objectives, user needs, and performance
insights.
• Conducted user research and analyzed service data to identify improvement opportunities, prioritize enhancements, and guide
product decisions.
• Collaborated with cross‑functional teams to deliver high‑quality digital features, track KPIs, and communicate product progress to
stakeholders.

• Headed the Change Advisory Board (CAB) to ensure that change management best practices are followed and defined and approved changes are implemented with the least amount of disruption and conflict as possible
• Train new employees on IT technological procedures and processes and assist compliance to standard and technical metrics and provide expert knowledge to change management process
• Monitor and measure the success of IT change initiatives through KPIs and feedback loops, adjusting strategies as needed for continuous improvement
• Monitor the project schedule, budget, and deliverables. Track progress and review project tasks to make certain deadlines are met appropriately
• Regularly report on the performance of the IT operations, highlighting areas of improvement and ensuring key metrics are being met
• Work closely with senior IT management to develop and implement IT strategies that align with business objectives
• Create business requirements and use cases with a detailed business case and ROI justifications
• Develop Statements of Work (SOW) and draft Request for Proposals (RFP) to solicit bids
• Responsible for technical Change Management operations with cross functional team
• Tracks annual IT projects, staffing, purchasing, operations, and/or capital budgets
• Create and maintain Key Performance Indicators for overall IT performance
• Follow audit reports and arrange to close and fix all audit exceptions issues related

• Led the Change Advisory Board (CAB), ensuring controlled, low‑risk implementation of all IT changes.
• Improved data governance maturity by aligning processes with NDMO standards, enhancing data quality and compliance
readiness.
• Strengthened IT operations through KPI frameworks, performance dashboards, and continuous‑improvement mechanisms.
• Ensured successful delivery of IT projects by monitoring schedules, risks, and deliverables.
• Developed business cases, SOWs, and RFPs to support strategic IT investments and procurement.
• Aligned governance documents with global best practices and regulatory requirements.
• Closed audit exceptions by coordinating corrective actions and ensuring adherence to governance and control requirements.

• Implemented and managed core ITSM processes (Incident, Problem, Change) to ensure service delivery aligned with SLAs.
• Oversaw IT projects, including upgrades and system implementations, ensuring on‑time and on‑budget delivery.
• Delivered ITSM training and served as the primary contact for change‑management activities.
• Supported infrastructure operations through installation, configuration, and performance maintenance.
• Managed Service Desk operations using ManageEngine ServiceDesk Plus and coordinated root-cause analysis.
• Monitored vendor KPIs and ensured service delivery met contractual SLAs.

• First point of contact for all users, planned and implemented network expansions and lab buildouts, server upgrades, firewall reconfigurations, inventory tracking, and equipment replacement
• Diagnosed and resolved technical issues for over 500+ employees while using the ticketing system to maintain and organize issues
• Responsible for installations, implementations, support and troubleshooting of Windows server/workstation & printers server
• Design, Install and configure Active directory services as Domain Controller
• Worked to facilitate and present on-site training courses in regard to new and existing product
• Investigate and implement ways of reducing calls to the Help Desk
• Assessing and purchasing new and replacement hardware

• Fill in for in-house IT services as needed, installing new desktop systems for developers, project managers, and quality assurance team members
• Dealt with the procurement of IT hardware, software, and maintenance products and services while administering IT budgets
• Manage administrative server functions including back-ups upgrades recovery management of disk space
• Handle 100+ technical/mission-critical calls daily and consistently met high service standards
• Document all issues and generate reports detailing common problems and error trends
• Create User accounts and Groups and grant user and group level permissions
• Configure routing and switching equipment, IP voice services and firewalls
• Create User accounts and Groups and grant user and group level permissions
• Answer & respond to all calls & requests within agreed time scales

• Provided in-house IT support, including desktop installations and daily technical assistance.
• Managed procurement of IT hardware/software and supported IT budget administration.
• Performed core server tasks such as backups, upgrades, recovery, and disk-space management.
• Handled high-volume technical support calls while maintaining strong service levels.
• Managed user accounts, groups, permissions, and network/firewall configurations.