ODAI ABDALLAH
IT Technical & Pre-Sales Manager
Profile summary
Results driven IT professional with strong experience in service delivery, team leadership, and technical operations across large enterprise environments. Skilled in managing cross functional teams, overseeing ERP implementations, and improving support processes to ensure high service quality aligned with business objectives. Adept at project coordination, KPI and SLA management, and driving operational efficiency through structured frameworks and continuous improvement practices. Recognized for strong analytical problem solving, effective stakeholder and vendor management, and a consistent commitment to reliability, ethics, and organizational success.
Key skills
Professional experience
Conducted technical and commercial reviews of proposals prior to client submission. Led and managed technical teams, driving performance, development, and accountability. Maintained clear project documentation including designs, reports, and handover files. Participated in management reviews, presenting KPI updates, risks, and team performance. Managed resource planning, allocation, and workload distribution across projects. Executed vendor management activities including product evaluation, negotiation, and relationship oversight. Implemented process improvements to increase customer satisfaction and operational efficiency. Served as escalation point for complex issues during presales and project delivery. Delivered performance, financial, and operational reports to senior management for informed decision making. Supported business development by identifying opportunities and enhancing service offerings.
Lead a team of 10 Computer Engineers and 4 Service Desk Analyst and ensured the delivery of high-quality customer support and service. Hiring, training, and mentoring IT support staff to ensure they have the necessary skills and knowledge to provide effective technical support. Develop and maintain strong relationships with internal and external stakeholders to ensure customer satisfaction. Excellent understanding of ITIL framework and ability to apply best practices to manage incidents, problems, and changes. Develop and implement service delivery processes, procedures, and best practices, and conduct regular training sessions to ensure that all team members adhere to them. Analyze customer feedback and service performance data, and made recommendations for process improvements to enhance customer satisfaction. Proven experience in managing and configuring ManageEngine Service Desk, ensuring high levels of customer satisfaction and meeting SLA targets. Monitor and analyze key performance metrics and provide regular reports to senior management. Responsible for ITO (LAN, WAN, WLAN, servers, PCs) integration projects for Juma Al Majid Group. Define and implement project plans and schedules, and monitor progress to ensure that project objectives were met.
Insure communication for any request is performed in proper manner. Installation, Configuration & Upgradation of operating systems and software. Develop relationships and effectively communicate with employees and key business stakeholders. Define/analyze user requirements from a business perspective. Providing technical support and training to end-users. Responding to and resolving help desk tickets and requests to meet defined service level agreements (SLAs). Participated in the development and maintenance of knowledge management systems, creating and updating technical documentation and support materials. Provided technical support to clients via phone, email and Onsite, troubleshooting and resolving hardware and software issues.