Rashed Alshamrani

• Reduced system downtime by ~30% across the client base by catching issues early and standardizing how recurring problems are handled. • Main technical contact for six government and enterprise accounts, owning client requests, issue resolution, and delivery end-to-end. • Supported SMS and WhatsApp Business API integrations for OTP and transactional messaging; troubleshot API and delivery issues with external vendors to protect message consistency and uptime. • Handled SMS campaign compliance validation aligned with CST regulations for enterprise clients within the STC ecosystem, ensuring promotional messaging met regulatory requirements before dispatch. • Supported secure government correspondence workflows across SMS, Email, Fax, and Voice for official communication between government entities. • Supported deployment and operational issues for biometric and mobile attendance systems (face, fingerprint, voice); assisted in field rollout, device stability, and attendance capture accuracy across distributed sites. • Handled the full account management cycle: requirements gathering, troubleshooting, backend coordination, and delivery. • Provided operational support for enterprise attendance systems, handling high-volume incidents while maintaining SLA compliance and system stability across government accounts.

• Owned system stability, integrations, and operational support for an enterprise attendance system serving 9,000+ employees across multiple sites. • Worked closely with PwC consultants throughout the GAZT Customs merger, aligning workforce systems under the new ZATCA structure. • Built and maintained integrations between the attendance system and SAP SuccessFactors, pushing attendance, leave, and shift data straight to payroll and employee records with zero manual handling. • Deployed and managed biometric devices (fingerprint, face) across all ZATCA locations for accurate tracking during peak hours and shifts. • Helped roll out a mobile attendance app with geo-fenced check-in for field and remote staff. • Built automation scripts that cut ticket resolution time by ~25%. • Managed three connected messaging platforms (OTP, attendance notifications, SMS) for reliable real-time communication. • Trained dozens of HR admins, coordinators, and IT staff; ran QA/UAT cycles and end-to-end Change Requests with QA, HR, and Operations. • Resolved 23+ tickets/day across departments while keeping the system reliable.