Saud Alotaibi

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.

•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