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• Strategic IT Management: Developed and implemented IT strategies that align with business objectives, driving operational efficiency and IT service excellence.
• IT Asset Management: Oversaw the management of IT assets, ensuring optimal utilization and lifecycle management to reduce costs and enhance performance.
• ITSM Process Optimization: Streamlined ITSM processes to improve service delivery, resulting in increased efficiency and reduced incident response times.
• Call Center and Service Desk Leadership: Managed and optimized call center and service desk operations, achieving a significant improvement in customer satisfaction ratings and first contact resolution rates.
• Cross-Functional Collaboration: Worked closely with various departments to identify IT needs and implement solutions that support business goals and enhance user experience.
• Project Management: Led multiple high-impact IT projects, utilizing PMP principles and methodologies, and currently pursuing PgMP to further enhance project governance and execution.
• Performance Metrics Development: Established performance metrics and KPIs to monitor and report on service delivery effectiveness, utilizing data to drive continuous improvement initiatives.
• Governance & ISO 20000: Spearheaded ISO 20000 implementation and ITIL alignment, designing KPIs, governance frameworks, and compliance processes that elevated IT service maturity.
• ITSM Tools: Administered and optimized ManageEngine ServiceDesk Plus and Endpoint Central, improving SLA compliance, patch automation, and software deployment success rates.
• Digital Transformation Program: Designed and executed SASREF's Digital Citizenship Program, covering digital literacy, citizen development, governance, and innovation enablers - reaching enterprise-wide adoption and strengthening digital maturity.
• Achievements: Improved SLA compliance by 27%, reduced incident resolution time by 40%, and increased IT asset lifecycle accuracy to 95% through data-driven dashboards and lifecycle management practices.
• Performance Reporting: Built SQL-based dashboards and reporting solutions, enabling management to make informed, data-driven decisions on IT operations and project performance.
• Innovation Initiatives: Championed the adoption of new technologies and processes to foster a culture of innovation and keep the organization at the forefront of industry trends.
• Team Leadership: Managed a team of 10 individuals, defining procedures and best practices to enhance productivity and service delivery to cover system support and endpoint management including the implementation of new solutions.

• ASP.NET Development: Designed, developed, and maintained dynamic web applications using ASP.NET, C#, and related technologies, delivering robust solutions that meet user needs and business objectives.
• Application Analysis: Conducted in-depth analysis of business requirements, translating them into functional specifications and design documents for ASP.NET applications to ensure alignment with organizational goals.
• System Integration: Implemented and integrated ASP.NET applications with existing enterprise systems and databases, facilitating seamless data flow and enhancing overall operational efficiency.
• User Training and Support: Provided comprehensive training and support for end-users of ASP.NET applications, ensuring smooth adoption and timely resolution of technical issues to minimize operational disruptions.
• SAP HCM Support: Provided functional and technical support for SAP Human Capital Management, resolving HR-related system issues, streamlining workflows, and ensuring accurate integration with IT systems and Power BI reporting.
• Performance Optimization: Analyzed and optimized ASP.NET application performance, improving load times and responsiveness through best practices in coding and architecture.
• Developed SQL queries, stored procedures, and triggers to automate reporting and integrate data across ERP and enterprise systems.
• Created Power BI dashboards to visualize HR and IT metrics, combining SAP HCM data with ASP.NET applications to improve decision-making.
• Extended ASP.NET apps with SAP HCM integration, streamlining employee data management and HR self-services.
• Collaboration with Cross-Functional Teams: Worked effectively with project managers, designers, and other stakeholders to deliver projects on schedule and within scope, ensuring successful implementation of business requirements.
• Quality Assurance and Testing: Led quality assurance efforts for ASP.NET web applications and ERP development, conducting thorough testing to identify and rectify defects prior to deployment, ensuring high-quality deliverables.
• Documentation and Reporting: Developed technical documentation for applications, including design specifications and user manuals, to support ongoing maintenance and enhance stakeholder communication.

- Supported the IT security team in monitoring security alerts and responding to incidents, enhancing the overall security posture of the organization.
- Assisted in conducting vulnerability assessments, identifying potential threats, and implementing remediation suggestions to strengthen system security.
- Contributed to the development and delivery of security awareness training programs for employees, promoting best practices in cybersecurity.
- Helped document and maintain security policies, procedures, and guidelines, ensuring compliance with industry standards and regulations.
- Participated in incident response activities, including drills and investigations, to reinforce preparedness for real-world security threats.
- Conducted research on the latest cybersecurity trends and threats, providing insights to the team for continuous improvement in security measures.