Shady Elnaggar

• Directed daily operations for parking facilities across multiple locations.
• Streamlined process workflows to improve service delivery efficiency.
• Managed deployment of systems for new sites to enhance operational capabilities.
• Oversaw technical operations and systems maintenance for parking and valet sites.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

• Developed support strategies and service goals for RTA's EC3 technology operations.
• Led five support representatives to enhance EC3 systems and technologies.
• Collaborated with support team to resolve emergent technical issues for client stakeholders.
• Established continuous improvement initiatives to achieve key performance indicators.
• Evaluated technology and recommended upgrades for hardware and software.
• Examined metrics and prepared IT project progress reports.
• Managed multiple satellite IT locations, ensuring secure infrastructure for EC3 and other RTA agencies.

• Investigated root causes of operational issues and developed corrective actions.
• Implemented and promoted new operations projects and initiatives.
• Collaborated with EC3 project IT authority to design and implement procedure changes effectively.
• Screened design and procedure change requests for clarity, compliance, and suggested alterations to meet internal standards.

• Delivered technical support services to EC3 IT Service Desk, ensuring compliance with SLAs.
• Led system operations at EC3 under SDM supervision to enhance reliability and user convenience.
• Collaborated with Service Delivery Manager to align support strategies with business objectives.
• Developed best practices and quality assurance standards to improve delivery efficiency.

• Developed how-to guides and instruction manuals for diverse materials.
• Collaborated with cross-functional teams to ensure adherence to technical writing standards.
• Created comprehensive user documentation to enhance understanding across departments.

• Collaborated with engineers, product managers, and instructional designers to develop user manuals for internal and external use.
• Managed a team of four content uploaders to review and enhance Saudi HR portal content.
• Delegated technical writing tasks to optimize group productivity and meet project deadlines.
• Provided training and support to motivate team members toward achieving objectives.

• Planned and led training programs to develop university graduates into a world-class workforce.
• Approved new training techniques to optimize existing programs for improved effectiveness.
• Coordinated with leading vendors and ICT business consumers to customize training calendars.

Conducted knowledge transfer sessions for students, aligning with job market dynamics.