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Saud Alotaibi, IT Support Analyst

Saud Alotaibi

IT Support Analyst· Swinburne University of Technology

Saudi Arabia

Master's degree, Administration And Information Systems

Work experience

Total years of experience: 1 years, 11 months

IT Support Analyst

July 2023 - October 2023

Swinburne University of Technology

Melbourne, Australia

July 2023 - October 2023

IT Support Analyst (Semester Contract)
•Provided first-level technical support to a diverse user base of students and staff, resolving
issues related to Windows OS, Office 365, and Active Directory.
•Managed the full incident lifecycle using the Oracle ticketing system, ensuring compliance with
service level agreements (SLAs).
•Translated complex technical concepts and solutions effectively for non-technical users to
ensure understanding and satisfaction.
Company industry:
Higher Education

Customer Service Representative

December 2021 - June 2023

Officeworks

Melbourne, Australia

December 2021 - June 2023

•Served as the in-store technical lead, providing expert advice and troubleshooting support for a
wide range of technology products.
•Achieved recognition for excellent service, receiving the highest volume of positive customer
feedback in the store.
•Logged and resolved in-store technical issues using ServiceNow, escalating complex problems
to the central IT team with detailed documentation
Company industry:
Retail & Wholesale

Education

Swinburne University Of Technology

July 2025

July 2025

Master's degree, Administration And Information Systems

Australia

Advanced Business Analysis, Business Process Management, Cloud Enterprise Systems (SAP), Business Analytics & Visualisation, Governing Technology for Business Environments, Strategic Project Management, Artificial Intelligence & Insights, Business Strategy.

Swinburne University Of Technology

March 2022

March 2022

Bachelor's degree, Business Administration And Information Technology

Australia

IT Security, Cloud Computing Architecture, Software Development for Mobile Devices, Web Application Development, IT Project (Capstone), Business Intelligence.

Skills

Problem Solving

Expert

Cross-Cultural Communication

Expert

Market Research

Expert

Research

Expert

Adaptability

Expert

Critical Thinking

Expert

Business Case Development

Expert