Lina ALsayyed

Evaluated and optimized IT systems, providing strategic recommendations to enhance performance and efficiency.
Supervised the development of digital infrastructure, networks, and platforms, while leveraging data analytics to
drive informed decision-making and continuous improvement. Coordinated with internal teams and external
partners for system upgrades and integration. Delivered ongoing technical support and ensured regular
maintenance and updates. Collaborated with business units to develop digital tools, monitored system
functionality, and provided actionable insights. Led system handovers and conducted hands-on training to ensure
smooth knowledge transfer.

Managed customer escalations and complaints, ensuring timely resolution and improved customer satisfaction
CSAT. Provided quality insights, consistently met KPIs, and kept stakeholders updated on progress. Conducted
proactive cases review to ensure proper handling and high-quality resolutions, resulting in increased user
satisfaction. Conducted system reviews to track case progress and outcomes, providing insights for effective
monitoring and evaluation. Performed post-mortem analyses to extract lessons from escalated cases, driving
continuous process improvements and enhancing service quality.

As a Senior IT Specialist with strong managerial capabilities, I led onboarding IT training and cybersecurity
awareness for new and regionally recruited staff, ensuring compliance with IT policies. I developed user-friendly IT
knowledge bases and guides, and managed infrastructure projects including network setup and expansion, office
relocation, CCTV, access control systems, and Wi-Fi optimization. I conducted technical assessments, implemented
network backup strategies, and maintained service continuity. My role included managing procurement
activities—defining specifications, evaluating offers, negotiating with vendors, and coordinating with global IT and
procurement teams. I also played a key role in grant proposal reviews, validated IT requirements, and actively
collaborated with global IT, security, and other stakeholders to enhance service delivery and user support.

Planned and executed IT service operations Management aligned with agency service standards, improving
performance through proactive monitoring, KPI tracking, CSAT improvements, and continuous service
enhancements. Developed and maintained a knowledge base to enhance first-call resolution rates and reduce
ticket handling time. Coached and led the customer service IT technical team to deliver high-quality technical
support, ensuring consistent service excellence and professional development while meeting established SLAs.
Ensured timely resolution of incidents and service requests, maintained technical support documentation, and
provided training and technical guidance. Led end-user IT training initiatives. Oversaw the deployment, installation,
and maintenance of end-user hardware, software, and applications, managing procurement activities, SOW
creation, vendor management for IT service contracts, and the development of SOPs for consistent operational
efficiency. Supported and contributed to hybrid agile projects, including the adoption of Microsoft Office 365,
driving digital collaboration and modern workplace transformation. Administered on-premises and cloud-based
services such as Azure user accounts, email systems, and video conferencing management. Developed and
implemented IT service management standards, policies, and processes based on ITIL practices, ensuring robust
incident, request, change, and problem management workflows. Maintained accurate inventories of IT assets and
ensured full compliance with IT policies, UN best practices, and industry standards, delivering training sessions to
business counterparts and IT teams to strengthen service excellence.

Managed technology operations by implementing IT systems, ERP platforms, CMS solutions, and leading website
development projects to support business growth and digital transformation. Led cloud transition initiatives to
modernize infrastructure and drive operational efficiency. Worked closely with departments to understand
requirements and deliver tailored IT solutions. Handled IT budgets, oversaw procurement of cost-effective
technology, and managed upgrades, migrations, and system improvements. Coached and developed the IT team
through goal setting and continuous feedback for excellent service delivery. Delivered Office 365 and SharePoint
training to enhance collaboration and digital skills across the organization. Updated data protection policies and
led audits for compliance. Improved IT service delivery by refining processes, creating SOPs, developing IT
standards, and strengthening vendor partnerships. Managed IT infrastructure, cloud services, network security,
and system support. Led IT vendor management, negotiated contracts, and ensured high service standards to
support business operations.

Led IT Project Management initiatives, ensuring digital solutions aligned with business needs. Collaborated with
Heads of Units to perform business analysis and ensure strategic alignment of IT projects with organizational goals.
Maintained engagement with business stakeholders throughout development, deployment, and implementation,
ensuring timely updates on progress and actions. Implemented operational improvements through data analysis,
recommending digital solutions that delivered value. Coordinated with government entities, partners, and UN
agencies to align activities and foster inter-agency collaboration in IT. Led IT infrastructure projects, including
network upgrades such as fiber network installation, WiFi upgrades, VOIP implementation, cloud migration, and
new system rollouts. Oversaw SQL database management and conducted cloud migration to improve scalability
and performance.
Managed budgeting, planning, and deployment of IT systems aligned with business objectives. Ensured monitoring
and maintenance of IT systems, implementing data security and access controls. Drafted technical specifications
and tender documents for IT equipment and services procurement, ensuring cost-efficiency and compliance with
regulations. Managed IT procurement, vendor management, contracts, and SLAs to ensure efficient service
delivery and cost control. Oversaw the end-to-end process from vendor selection to contract negotiation.
Developed and ensured adherence to SOPs, IT strategic and operational plans, Backup and Restore Plans, and
Disaster Recovery Plans, focusing on cybersecurity, infrastructure, and asset management. Ensured IT service
continuity during crises through emergency preparedness planning. Provided technical guidance and
troubleshooting, ensuring all IT processes aligned with organizational standards and best practices. Guided and
managed a team of IT staff, providing leadership, performance reviews, and coaching to enhance skills and meet
goals.

Provided technical support for IT systems, ensuring smooth operations, enhanced security, and compliance with
UN technology standards. Supported business operations through ERP system functionality. Delivered LAN and
wireless network support, configuring Cisco network devices, IP phones, and VLANs. Sat up of a new offices
network, IT equipment, and services. Assisted with business process mapping and the implementation of standard
operating procedures. Performed hardware and software repairs, upgrades, installations, and updates. Managed
file server performance, permissions, backups, restorations, and virus prevention measures. Delivered remote
support and diagnosed network issues, providing end-user assistance and ensuring adherence to backup
procedures. Provided IT support for offices in Gaziantep, Turkey, and Amman, Jordan, ensuring seamless network
connectivity and system performance. Researched and retrieved data to prepare statistical reports. Facilitated user
training sessions, supported key events, and contributed to organizational knowledge-sharing initiatives.

Led the Information System Help Desk and Service Desk teams in a large-scale organization, managing first and
second-level support and call center operations. Improved service delivery by analyzing data, tracking KPIs and
CSAT, and implementing CSI initiatives in alignment with ITIL processes. Coordinated with 3rd level support to
ensure seamless network, communication services, and application development. Led IT projects related to the
service desk, providing technical guidance, training, and documentation. Supported new systems rollouts,
prepared hardware and software installation plans, and optimized service desk performance through log tracking
and report generation. Led IT training program and delivery on software packages and maintained accurate
inventory records of hardware, software, and licenses. Collaborated with vendors on hardware installations and
maintenance, managing the full IT equipment lifecycle. Implemented managerial activities, including team
performance, resource allocation, and budgeting. Led capacity building for a volunteer program, enhancing skills
and knowledge among participants to support organizational goals.

Provided IT technical support for approximately 2, 000 computers distributed across 60 sites, handling equipment
installations, repairs, and application support. Acted as the first-line contact for technical issues, providing both
remote and on-site support, analyzing and resolving problems with hardware and software, and coordinating
hardware maintenance while following up with vendors. Delivered monthly IT training on Microsoft products and
information security awareness. Designed and conducted formal and on-the-job training for end users. Maintained
an inventory of computer hardware, software licenses, and IT accessories, while tracking trouble reports.
Developed custom small-scale applications for multiple departments.

Implemented business analysis and in-house application development for insurance systems, expanding and
maintaining applications as per changing requirements and policies. Managed system administration, network
administration, and database management, ensuring system integrity and high availability. Conducted data
analysis, creating reports and insights to support informed decision-making. Supported end users by providing on
the-job training and support. Troubleshooted applications, hardware, and software. Monitored and resolved
technical issues, performing system administration activities, including user and group management, backups, and
data restoration.