Asma Al-Alalawi

Team Management.

• Overseeing Endpoint Services across PwC's Middle East Region spanning 12 countries
• Drive continuous improvement of Endpoint service processes (Applications packaging, screensavers, incidents, service requests..etc) .
• Serving as the main liaison between the Global Endpoint team and local stakeholders and business users in the Middle East.
• Plan, manage, and execute Endpoint projects.
• Maintain relationships with key customers (Global and Local).
• Ensure positive customer experience with Endpoint service.
• Managing over 22K devices (including windows\MAC\iOS\Android)
• Ensured devices remain up-to-date and compliant with ISP regulations by regularly applying latest updates
• Led successful implementation (98% success rate) of Windows 11 upgrade project, overseeing transition of 11,000 devices.
• Orchestrated seamless implementation of annual Office 365 semi upgrades, ensuring uninterrupted productivity for all users
• Led successful deployment of new 3A PKI certificate across Windows, macOS, iOS, and Android platforms with 97% success rate. Achieved seamless user experience, resulting in only 10-15 reported incidents. Implemented robust testing and support procedures, ensuring minimal disruptions and prompt issue resolution.
• Implemented ServiceNow service requests for applications, automating 98% of manual tasks.
  Enhanced customer experience and reduced SLA through streamlined processes.
• Successfully monitored and remediated vulnerabilities, leading to 50% reduction in overall risks.
• Leading migration project from Horizon to Microsoft W365 Cloud PC.
• Implemented screensaver governance framework to enforce quality controls and checks.

Managing IT Operations (Desktop, Network, Collaboration, Printers)

• Directed 170 employees at PwC Oman Office
• Ensure smooth running of IT operations in field, including user support, IT systems, network services, communications, and connectivity;
• Provide guidance and support to field office IT staff as perform troubleshooting and maintenance tasks on servers, PCs, and other devices.
• Network configuration assessments, and implementing Hardware/ software upgrades and improvements