Fatma Alsowaidi Alsowaidi

• Leading and managing IT support services across the university, ensuring reliable, secure,
and efficient endpoint and user-support operations.
• Overseeing a multi-functional support team providing front-desk, remote, on-site, and
back-office IT support
• Managing endpoint lifecycle operations (deployment, configuration, asset tagging,
custody, reconciliation, and decommissioning)
• Overseeing software purchase requests and renewals, ensuring alignment with:
◦ Approved academic or administrative requirements
◦ Licensing models, usage justification, and compliance standards
◦ Availability of existing ITS-provided or alternative solutions before new purchases
• Coordinating with Procurement, Finance, Legal, and Information Security on:
◦ Software evaluations, quotations, contracts, renewals, and licensing terms
◦ Compliance with institutional policies, audits, and vendor agreements.
• Managing printers and print services, including Printer deployment, relocation, and
retirement
• Leading policy enforcement initiatives such as local admin revocation, security
compliance, and standardization
• Governing asset management and audit readiness, including physical reconciliation,
inventory accuracy, and exception handling
• Coordinating with Information Security, Systems, Procurement, Finance, and Legal
on compliance, RFPs, contracts, and lifecycle frameworks
• Driving process improvements, SOPs, KPIs, and service quality initiatives
• Supporting and mentoring staff, including student employees, to ensure operational
continuity and efficiency

• Attended leadership meetings and providing updates on recent project.
• Delegated with Head of Sections responsibilities during his leave including purchase
request approvals, change management approvals, hardware and software approvals,
subordinates related approvals.
• Developed strong organizational and communication skills through coursework, volunteer
activities, and professional responsibilities.
• Collaborated with the leadership team to identify, plan, and address training needs for new
and existing employees.
• Utilized change management techniques to ensure smooth transitions during the
introduction of new hardware and software.
• Analyzed service, support, and problem tickets to assess closure, identify delays, and
understand reasons for escalation.
• Facilitated weekly meetings with technicians and analysts to review ticket status,
investigate delays, and manage ticket volumes.
• Created and maintained detailed training records and reports for leadership review.
• Evaluated the success of training programs, recommending improvements to upper
management to enhance their effectiveness.
• Participated in acquiring and maintaining contracts, ensuring compliance and successful
implementation.
• Documented system performance, verifying metrics, and performing system analysis,
testing, and user support during platform transitions.
• Provided client support on system operations, troubleshooting, and resolving or escalating
user issues.
• Investigated and resolved system issues to reduce downtime and maintain company
servers, computers, printers, cables, and other equipment.
• Planned and implemented system enhancements and upgrades, ensuring employees were
updated with the latest policies, procedures, and compliance standards.
• Mentored new employees, guiding them through their development and following up on
task completion.
• Attended National Cyber Drill.
• Demonstrated excellent communication skills, both verbal and written.
• Proven ability to work independently and collaboratively in a team environment.
• Identified issues, analyzed information, and provided effective solutions to problems.
• Participated in team projects, contributing to successful outcomes through collaboration.
• Provided client support on system operation, troubleshooting, and technical issues.
• Collaborated with vendors to resolve system outages, performance issues, and locate
replacement components.
• Diagnosed and resolved hardware, software, network, and server issues, including using
remote access tools.
• Installed, configured, and maintained computer systems, network connections, and
Windows operating systems.
• Set up workstations, configured hardware and software, and tested new deployments to
ensure functionality.
• Monitored system performance, conducted system analysis, and implemented updates to
improve security and efficiency.
• Assisted in developing and implementing training programs for end-users.
• Created and managed user accounts, assigning appropriate permissions.
• Streamlined installation processes to reduce task completion times.
• Enhanced systems by adding new features and improving infrastructure.

• Assisted in the implementation of office safety protocols to minimize workplace hazards.
• Conducted regular safety audits to identify and address potential risks in the office
environment.
• Observed and reported unsafe behaviors and conditions to improve overall workplace
safety.
• Educated employees on best practices for maintaining a safe and healthy workplace.
• Collaborated with the safety team to ensure compliance with health and safety regulations
and KPIs.
• Organized and led safety awareness campaigns to promote a culture of safety within the
organization.