Senior IT Operations Director and Transformation Leader

Azmi “Nick” Abdalla

SIOUX FALLS, SD ***** Phone: 605-***-**** Email: ****-**-****@*******.***

Sr. IT Operations Director

A dedicated results-driven Senior IT Service Delivery/Operations Director with track record of modernizing IT service delivery through process maturity, automation, and performance-driven culture experience in large-scale IT operations, end-user support, and infrastructure services in leading mission-critical services in highly regulated environments, service assurance supporting clinical, business, and enterprise platforms. Moreover, with over 15 years of experience in continuous improvement in availability, managing 24/7 service environments, and incident response. Adapted at leading multi-location geographically teams, executing service transformation initiatives that reduce costs, managing third party, vendors, stakeholders, and improving MTTR. Created strategies plans that aligned service/operation with business goals, reducing the department expenses by 38%, reducing employee turnover by 85% because of motivation, collaboration, positive work environment, training, certifications, and recognition of outstanding performance that led to extreme customer satisfaction and building great reputation that generated business.

Career Succes-Accomplishments

Sr. Operations Director, Qaser Operations

Improved operations by 99% by monitoring, lean production, agile, and flexible specialization.

Sets new IT strategy in directing the organization to what tools, systems and technology to use now

Hired, mentored and managed a different accounts team of 35+ IT professionals (network engineers admins...)

Built a high-performance team that focused on continuous improvement, accountability, and agility.

Led team rollout of endpoint protection and patch management solutions across all corporate systems.

Led and managed IT managers, field teams, engineers, tech/desk support staff, vendors and third-party services

Managed the IT department budget by controlling expenses, and shipping cost by having the field carry parts

Worked on systems cybersecurity protection, hacking weekly tests, and provided technical support to issues

IT Service Delivery Director, Getronics

Translated technical capabilities into business value to meet the understanding of stakeholders

Created new strategies that realign IT operations to support new business goals and IT operations

Mentoring and empowering staff for high performance.

Improved SLAs by 98% to meet customer expectations and reduced penalties by 97%

Embraces new tools for constant change that led to an easy flow of service resolution by93%.

Improved night service to cover a large area by hiring employees of night project and service calls.

Certifications and training

MCSE, CNE, ISO 20000-Principle of IT Service Management System (ITSM), Foundations of ITIL 4 for Service Management, Diploma in Cybersecurity, Certified Information Systems Security Professional (CISSP 2024), Security Management, CompTIA Security+ (SY0-601), Diploma in Six Sigman Yellow Belt, Diploma in Project Management, Fundamentals of Project Management, Diploma in Operations Management, Developing Good Customer Service Skills, Corporate Governance,, Strategic Planning Skills, Management, SWOT Analysis, Operational Risk Management, Diploma in Leadership Strategies and Management Styles, Office 365 for End Users, Office 365 SharePoint for End Users, Master Microsoft 365: Essential Skills and Beyond, Microsoft Teams, Building High-Performing Teams: Leadership, Diversity and Continuous Growth, Modern Human Resource Management - Appraisal and Performance, Diploma in Remote Team Management, Diploma in Information Technology Management, Diploma in Information Technology Support and Security.

Experience

CNA Insurance, Sioux Falls, SD 10/2022 –07/2025

IT Specialist Manager

Manage infrastructure of 20+ servers, ensuring system uptime and operational integrity

In charge of access rights securities, password resets,

Diagnoses and resolve complex hardware and software network issues

minimizing downtime and ensuring business continuity by updating security and application software

Collaborate with leadership to establish metrics aligned with service excellence goals.

Running daily, nightly, weekly, and monthly reports as well changing all the reports for the new year by reprogramming the reports led to faster management decisions-making

Qasar IT Operations, Amman, Jordan 07/2017-10/2022

Sr. IT Operations Director

Improved and overseen IT operation for service desk, Service Teams, and field Engineers

Confirmed all SLAs are met with consistent training, root-cause analysis, and hold teams accountable.

Developed and set direction plans and policies for teams and managers to be based on customer needs.

Conducted meetings with managers two times a week to discuss incidents, projects, improvements, and obstacles

Worked with upper-management to align service delivery with business goals and to reduce cost, increase sales,

Hired, interviewed, mentored, led technical support, managed, and trained new hires

Created a cross-functional teams to be trained on-line, in class, and shadowing, to help each other on call volume

Drive ITIL best practices, measurable service, delivery improvements that led to improved business productivity

Enhanced business systems to be more reliable and no down-time when business grows, and better planning,

Prioritized incidents based on business impact and urgency by resolving the issues within two hours

Planned and implemented risk reduction strategy, resulting in reduced downtime by 94%.

Monitored KPIs/CSAT scores that led to improving ticket resolution time by 96%.

Managed departmental budget of over $3,500,000

Make sure all the teams go above the customer service needs. 97% customers satisfactions.

First line of escalation from the customers to clear issues.

Getronics, Lafayette, La 05/2013–07/2017

IT Service Director Delivery

Owned IT operation and service end-to end with the Help/ service desk, release management

Reduced missed SLAs resolutions by 95% with heavy online and in class training, shadowing, and certifications

Hired newly graduated engineers. Trained and shadowed with experienced technical engineers to help

Conducted regular performance evaluation to managers and the IT department

Defined and managed OLAs, KPIs, resolution/response times, and tracking up time.

Involved in new business, third party, vendors on projects negotiation

Feedback from engineers and customers to improve resolutions time and to remove obstacles using ITIL ways.

Drove continuous improvements of organization systems, and helped in change & release management

Monitored tech documentations to be up to date in technical tips to use in resolving problems

Managed the IT department budget by controlling expenses over-time.

Conducted regular quarterly team operation and service reviews to improve Incident & problem management

Got feedback from customers to improve operations that led to strengthening engineer’s weakness.

Supported major retail and insurance projects using ERP (Enterprise Resource Planning) and CRM by developing

Served as the primary escalation point to help resolve customer issues on application & infrastructure and P1 calls

Education

University of Phoenix

(MBA), master’s in business administration, Business

Savannah State University, Savannah, GA

(BS), Electronic Engineering Technology, Communication

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