Osama B. Abdalla Email & Phone Number

Lincoln, Nebraska, United States

Provide comprehensive security and technical support for a portfolio of 53+ on-premise & cloud hosted web applications, ensuring adherence to security best practices across Windows and Linux environments.Proactively monitored application logs and performance using Dynatrace & Pingdom tools.Proactively enhance web application security posture by configuring databases, conducting vulnerability scans with IBM HCL, ZAP, and Tenable, and implementing remediation strategies based on findings.Managed the seamless deployment of critical security patches across a distributed production environment, maintaining system integrity and minimizing downtime.Collaborate with development teams to ensure secure deployments using GitLab CI/CD pipelines, promoting version control, and enhancing change management practices.Executed root cause analysis for chronic application and software slowdowns, identifying and implementing fixes that improved response times.Developed and implemented robust security policies, procedures, and standards to mitigate vulnerabilities and ensure compliance.

Lincoln, Nebraska, United States

Partnered with cross-functional teams to pinpoint bottlenecks in order fulfillment processes, streamlining workflows and resulting in a 12% reduction in order-to-ship time.Led a 7-member technical support team, diagnosing and resolving critical incidents that increased system uptime by 20.Led system-wide upgrade project for School of Natural Resources, reducing AV downtime by 25% by providing comprehensive user training.Utilized SCCM reporting and monitoring tools to ensure compliance with software licensing agreements and identify underutilized assets.Established productive relationships with key stakeholders and external partners, improving project resource allocation and coordination.Led the data migration from BOX.com to OneDrive and SharePoint, enhancing data accessibility and collaboration.

Saudi Arabia

Authored comprehensive system knowledge base articles and troubleshooting guides, empowering users to self-resolve issues and reducing support ticket volume.Troubleshot and resolved complex SCCM deployment failures, minimizing downtime and ensuring successful software rollouts.Performed routine audits of systems and software.Participated in testing and deployment of new applications, ensuring seamless integration and functionality.Analyzed applications and systems to identify performance bottlenecks, optimized workflows, and conducted root cause analysis to ensure high availability and reliability.Got selected as IT Specialist to cover SRSI program at KAUST (2017 & 2018).

King Abdullah University Of Science And Technology

Simplified complex technical concepts and procedures for non-technical users, reducing support call volume by 20% and improving user satisfaction.Designed and delivered engaging training sessions on new software features.Delivered exceptional support for public safety application users, maintaining high service standards.Analyzed and diagnosed computer problems, delivering remote solutions that minimized downtime and enhanced user productivity.Trained new team members on network security and troubleshooting, enhancing team capability and system reliability.Received award for putting up extra efforts launching IT Open House event at KAUST (2016).

Saudi Arabia

Managed the school's IT infrastructure, including desktop support for over 300 users, achieving a 95% satisfaction rate.Established and documented business processes and applications created data extraction or report utilities, and effectively communicated support issues and statuses to both the technical team and stakeholders.Developed and maintained scripts and tools for support and maintenance, streamlining operations and reducing recovery times from outages.Developed comprehensive documentation for systems and applications and conducted training sessions for users on new systems or upgrades, enhancing user competence and system usability.

Maintain detailed documentation of all IT-related systems and configurations.Assist in inventory management of IT assets and track usage of consumables.Participate in testing phases and provide feedback on system functionality.Troubleshoot network issues under the guidance of a senior engineer.Assist in managing database connections and performing database queries.