Shahad Busaleh

• Managed and customized the iTop ITSM system, improving ticket workflows, asset tracking accuracy, and service response
efficiency.
• Designed and developed an internal IT equipment management system from scratch to handle issuance and return requests,
digitizing manual processes and improving request tracking, approval flow, and auditability.
• Built a web-based meeting recording, analysis, and reporting platform using a local open-source AI model, eliminating
third-party subscription costs and enhancing data privacy compliance.
• Automated reporting and streamlined workflows across systems, reducing manual effort and improving operational
visibility for IT operations.

• Fixed backend logic issues and enhanced features in ASP.NET Core MVC system.
• Implemented Arabic-English localization, enabling full multilingual support.
• Optimized database queries using EF Core and LINQ.

• Analyzed 10 months of IT ticket data and built dashboards to improve operational planning.