Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Al Salah

Marysville

Summary

Dynamic IT Director with a proven track record at Smith’s Detection, adept at leading transformational change and optimizing IT security. Skilled in strategic planning and stakeholder management, I drive efficiency and enhance service levels, ensuring alignment with business objectives while managing a globally dispersed team of over 20 professionals.

Overview

14
14
years of professional experience

Work History

Maryland

Smith’s Detection
Baltimore
07.2024 - Current
  • Autonomous role reporting to the Board, ensuring the objectives for IT remained aligned with frequently changing business priorities and ensuring technology was positioned as a strategic enabling function.
  • Direct and oversee IT and associated business processes team
  • Direct and administer daily operations alongside long-term IT and associated business workflows.
  • Facilitated collaboration across all business functions by supporting IT, process, data, and applications necessary for achieving company objectives.
  • Performed comprehensive analysis for selection of enterprise systems and application software.
    Implemented modifications to optimize functionality of enterprise applications.
    Executed installation of network hardware and software to improve connectivity.
    Oversaw database management tasks to maintain robust data environments.
  • Directs actions needed to ensure protection of company data, tools, and information systems
  • Optimizes infrastructure architecture standards to enhance efficiency and ensure platform compatibility.
  • Coordinates delivery of services to user groups and ensures IT service is uninterrupted
  • Selects, develops, and evaluates personnel to ensure the efficient operation of the function
  • Owned and prioritized technology roadmap to align with business objectives.
    Ensured seamless IT operations to minimize disruptions and maximize efficiency.
    Enhanced service levels through strategic planning and resource allocation.
  • Strategic advisor to C-Suite executives and other SLT members across a diverse range of BUs, advising on technology options to enable value creation.
  • Automate security controls and data processes
  • Develop policy around third-party risk with vendor’s suppliers
  • Identify and manage data privacy risks and compliance requirements

<ul><li>Oversee Service Desk staff and daily activities associated with the identification, prioritization, and resolution of reported issues.</li><li>Impart a philosophy of customer care to all Service Desk Analysts and drive efficiency, effectiveness, and customer satisfaction to GSD customers.</li><li>Ensure support incidents are resolved within standard SLAs and that Service Desk Analysts are well trained and follow proper procedure throughout the lifecycle of reported issues.</li><li>Supervise the daily support activities of a regional Service Desk team of Analysts providing 24X7 service.</li><li>Monitor the daily delivery of Service Desk services to more than 10,000 users dispersed across 300+ sites in 50+ countries.</li><li>Ensure that all phases of Service Desk support are coordinated, monitored, logged, tracked, and resolved according to procedure.</li><li>Provide coaching and direction to individual Service Desk Analysts necessary to ensure high levels of customer support and satisfaction.</li><li>Assist in the implementation and maintenance of policies, procedures, and associated training plans.</li><li>Oversee the coordination of the appropriate technical personnel or vendors required to provide resolution.</li><li>Participate in, or manage, projects specific to the Service Desk and/or global project coordinated by the Service Desk.</li><li>Provide statistical analysis with suggestions or plans for mitigating any negative trends that may be developing.</li><li>Develop and maintain documentation of specific procedures for use by the Service Desk staff.</li><li>Provide monthly status reports to the Director, Global Service Desk & Service Integration.</li></ul>

Smith’s BIS
11.2011 - 07.2024
  • Oversee Service Desk staff and daily activities associated with the identification, prioritization, and resolution of reported issues.
  • Impart a philosophy of customer care to all Service Desk Analysts and drive efficiency, effectiveness, and customer satisfaction to GSD customers.
  • Ensure support incidents are resolved within standard SLAs and that Service Desk Analysts are well trained and follow proper procedure throughout the lifecycle of reported issues.
  • Supervise the daily support activities of a regional Service Desk team of Analysts providing 24X7 service.
  • Monitor the daily delivery of Service Desk services to more than 10,000 users dispersed across 300+ sites in 50+ countries.
  • Ensure that all phases of Service Desk support are coordinated, monitored, logged, tracked, and resolved according to procedure.
  • Provide coaching and direction to individual Service Desk Analysts necessary to ensure high levels of customer support and satisfaction.
  • Assist in the implementation and maintenance of policies, procedures, and associated training plans.
  • Oversee the coordination of the appropriate technical personnel or vendors required to provide resolution.
  • Participate in, or manage, projects specific to the Service Desk and/or global project coordinated by the Service Desk.
  • Provide statistical analysis with suggestions or plans for mitigating any negative trends that may be developing.
  • Develop and maintain documentation of specific procedures for use by the Service Desk staff.
  • Provide monthly status reports to the Director, Global Service Desk & Service Integration.

Education

Bachelor of Science - Computer And Information Systems

SUNY At Buffalo
Buffalo, NY
06-2008

Skills

  • Managing IT Security & Risk
  • Ability to prioritize urgent matters in a reactive environment
  • Ability to handle confidential matters professionally
  • Critical thinking and strategic planning
  • Strong people and team management skills and experience over 20 people in leading a globally dispersed team
  • Experience with ITSM
  • ITIL framework knowledge
  • Managing IT Security & Risk
  • Ability to prioritize urgent matters in a reactive environment
  • Ability to handle confidential matters professionally
  • Critical thinking and strategic planning
  • Strong people and team management skills and experience over 20 people in leading a globally dispersed team
  • Experience with ITSM
  • ITIL framework knowledge

References

References available upon request.

Timeline

Maryland

Smith’s Detection
07.2024 - Current

<ul><li>Oversee Service Desk staff and daily activities associated with the identification, prioritization, and resolution of reported issues.</li><li>Impart a philosophy of customer care to all Service Desk Analysts and drive efficiency, effectiveness, and customer satisfaction to GSD customers.</li><li>Ensure support incidents are resolved within standard SLAs and that Service Desk Analysts are well trained and follow proper procedure throughout the lifecycle of reported issues.</li><li>Supervise the daily support activities of a regional Service Desk team of Analysts providing 24X7 service.</li><li>Monitor the daily delivery of Service Desk services to more than 10,000 users dispersed across 300+ sites in 50+ countries.</li><li>Ensure that all phases of Service Desk support are coordinated, monitored, logged, tracked, and resolved according to procedure.</li><li>Provide coaching and direction to individual Service Desk Analysts necessary to ensure high levels of customer support and satisfaction.</li><li>Assist in the implementation and maintenance of policies, procedures, and associated training plans.</li><li>Oversee the coordination of the appropriate technical personnel or vendors required to provide resolution.</li><li>Participate in, or manage, projects specific to the Service Desk and/or global project coordinated by the Service Desk.</li><li>Provide statistical analysis with suggestions or plans for mitigating any negative trends that may be developing.</li><li>Develop and maintain documentation of specific procedures for use by the Service Desk staff.</li><li>Provide monthly status reports to the Director, Global Service Desk & Service Integration.</li></ul>

Smith’s BIS
11.2011 - 07.2024

Bachelor of Science - Computer And Information Systems

SUNY At Buffalo

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