اسما الشيخي

Deliver consistent, high-quality service aligned with contractual agreements and company standards.
Analyze service performance metrics, identify trends, and compile reports to drive continuous improvement and operational excellence.
Present service-level insights and ensure stakeholders fully understand support structures and escalation paths.
Coordinate cross-functional collaboration between support, account, field service teams, and customers to resolve complex issues efficiently.
Mentor and lead junior team members; deliver training and guidance to promote adherence to process and service delivery best practices.

Set and enforce IT policies/procedures for IT operation and data processing.
Establish an independent and comprehensive IT services team to drive IT infrastructure independently as a strategic initiative for SAUDIA
Cargo.
Implement customer-centricity solutions with SAUDIA Cargos digital transformation objectives.
Embrace agile methodologies that allow for flexibility and quick adaptation to changes.
Supported the establishment of a workplace culture that emphasizes innovation and continuous improvement.
Contributed to develop an IT operating model incorporating agile methodology and scrum framework to ensure a flexible and adaptive
approach to implementing digital projects.
Implement best practices of ITIL to direct the operations of IT service representatives to ensure the effective performance ofjob duties
Oversee the hiring and training of IT service technicians and operators
Deploy IT Service Management (ITSM) using Agile and Scrum methodologies.
Carry out analysis of an organizations IT structure to identify operational leaks and effect strategies for improved processes
Conduct inspections to ensure IT equipment and workstations are operational
Communicate with clients to identify their requirements and facilitate the process of meeting their needs
Conduct forecasts to identify possible future IT challenges and take necessary steps to minimize risks order to identify possible future IT
challenges and take necessary steps in minimizing risks

Managing an application portfolio and associated Agile-based Project Execution
Identifying opportunities for application optimization, redesign, process improvement focused on collaboration systems and internal tools
based on the Scrum framework.
Lead the planning, design, and implementation of IT applications in alignment with organizational goals and strategies.
Develop and execute a comprehensive application roadmap, considering technology trends and business needs.
Providing application administrative support across applications as needed.
Partnering with business stakeholders, vendors, and IT management to provide a strategic vision for new as well as supported applications,
create system roadmaps, and business processes.
Balancing competing project constraints including but not limited to scope, quality, schedule, budget, resources and risks to accommodate the
needs of each user/customer.
Building a strong technical culture around the business systems that emphasizes technical excellence, rapid iteration, strong security, and
frictionless user experiences.

Managing an Infrastructure department involves overseeing the planning, implementation, and maintenance of the physical and technological
resources that support an organization's operations.
Leading a Geographic Information System (GIS) project involves overseeing the planning, development, implementation, and maintenance of
spatial data and technology solutions.
Managing Microsoft Exchange Server involves overseeing the configuration, maintenance, and optimization of an organization's email and
collaboration platform.
Implementing Active Directory (AD) Services is a critical task for organizations as it provides centralized management of network resources and
user accounts.
Implementing VMware involves setting up and configuring virtualization solutions provided by VMware, such as VMware vSphere or VMware
ESXi.
Implementing best practices for ITILv4 involves adopting a structured approach to IT service management to align IT services with business
goals.

Managing user permission to access the shared folder
Managing Exchange Server
Managing user permission to access Caesar
Managing and administrating virtual desktop environment and user access
Administrate server creation, maintaining and provisioning VMware

Assists client day-to-day functionality and efficiency
Manages projects successfully on time and within budget

To assist clients in their day-to-day functionality and efficiency, consider implementing the following strategies and services:
Helpdesk Support
User Training
Remote Assistance
Regular Health Checks
Backup and Disaster Recovery
Manages projects successfully on time and within budget