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ولاء الثاقب, IT Support Specialist

ولاء الثاقب

IT Support Specialist·Almajdouie Holding

Saudi Arabia

Bachelor's degree, علوم حاسب

Work experience

Total years of experience: 1 years, 7 months

IT Support Specialist

May 2025 - November 2025

Almajdouie Holding

Dammam, Saudi Arabia

May 2025 - November 2025

• Service Delivery: Resolved 30+ Incidents & Service Requests daily via Jira/ManageEngine, ensuring 100% SLA compliance.
• User Experience (CX): Optimized Customer Experience across Call Center and remote support channels, ensuring seamless
technical communication and high satisfaction.
• Identity & Access: Managed User Lifecycle (Onboarding/Clearance), permissions, and GPOs in Active Directory & Entra ID.
• Remote Support: Provided technical troubleshooting via AnyDesk, Teams, and SCCM/LAPS to ensure endpoint stability.
• Problem Management: Applied 5 Whys (RCA) methodology to identify and eliminate recurring technical bottlenecks.
• Network & UC: Supported FortiClient VPN connectivity and Cisco Unified Communications (IP Phones, Jabber, Genesys).
Company industry:
Distribution, Supply Chain & Logistics
Job role:
Information Technology

Administrative Assistant

March 2024 - June 2024

Tarbyh Namouthajiyah Schools

Dammam, Saudi Arabia

March 2024 - June 2024

• Data Entry with Precision in School Systems
• Preparation and Generation of Detailed Reports and Statistics
• Verification of Data Accuracy and Error Correction
• Organization and Management of Paper and Electronic Files and Records
Company industry:
Primary, Prep, & Secondary School
Job role:
Administration

مساعد اداري

March 2023 - June 2023

التربية النموذجية بالظهران

Eastern Province, Saudi Arabia

March 2023 - June 2023

Job responsibilities:
• Data Entry with Precision in School Systems
• Preparation and Generation of Detailed Reports and Statistics
• Verification of Data Accuracy and Error Correction
• Organization and Management of Paper and Electronic Files and Records
Company industry:
Primary, Prep, & Secondary School
Job role:
Administration

COOP Training

June 2019 - September 2019

Ensan Charity

Shaqra, Saudi Arabia

June 2019 - September 2019

• Working in the research and social service department
• Verifying the applicants eligibility through several government sites and registering beneficiaries electronically Served
as an administrative assistant and relationship manager, writing letters and documents to connect sponsors with
benefactors, and managing the follow-up and renewal of guarantees.
Company industry:
Non-profit Organization
Job role:
Engineering

Education

جامعة شقراء

March 2019

March 2019

Bachelor's degree, علوم حاسب

Saudi Arabia

Shaqra University

March 2019

March 2019

Bachelor's degree, Computer Science

Saudi Arabia

Skills

Organization
Expert
Organization
Expert
Microsoft Software
Expert
Microsoft Software
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert
Data Analysis
Expert
Data Analysis
Expert
Data Input
Expert
Data Input
Expert
Dashboard
Intermediate
Dashboard
Intermediate
أدوبي إليستريتور - Adobe Illustrator
Intermediate
أدوبي إليستريتور - Adobe Illustrator
Intermediate
اجادة برامج الأوفيس وورد - اكسل - باوربوينت
Expert
اجادة برامج الأوفيس وورد - اكسل - باوربوينت
Expert
مهارة التعامل مع الآخرين
Expert
مهارة التعامل مع الآخرين
Expert
microsoft powerpoint
Expert
microsoft powerpoint
Expert
teamwork
Expert
teamwork
Expert
اكسل
Intermediate
اكسل
Intermediate
ادارة الملفات
Expert
ادارة الملفات
Expert
Microsoft Office
Expert
Microsoft Office
Expert
Administration
Expert
Administration
Expert
كتابة التقارير
Expert
كتابة التقارير
Expert
Data Entry
Expert
Data Entry
Expert
power bi
Intermediate
power bi
Intermediate
Management
Expert
Management
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert
Data Input
Expert
Data Input
Expert
Customer Service
Expert
Customer Service
Expert
Marketing
Intermediate
Marketing
Intermediate
Sales
Beginner
Sales
Beginner
Accounting
Beginner
Accounting
Beginner
Jira
Expert
Jira
Expert
ManageEngine
Expert
ManageEngine
Expert
User Experience (CX)
Expert
User Experience (CX)
Expert
Microsoft Entra ID
Intermediate
Microsoft Entra ID
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COMPUTER SCIENCE
Intermediate
COMPUTER SCIENCE
Intermediate
COORDINATING
Intermediate
COORDINATING
Intermediate
ENGAGEMENT SKILLS
Intermediate
ENGAGEMENT SKILLS
Intermediate
HELP DESK SUPPORT
Intermediate
HELP DESK SUPPORT
Intermediate
NETWORK TROUBLESHOOTING
Intermediate
NETWORK TROUBLESHOOTING
Intermediate
PROBLEM MANAGEMENT
Intermediate
PROBLEM MANAGEMENT
Intermediate
REMOTE DESKTOP SOFTWARE
Intermediate
REMOTE DESKTOP SOFTWARE
Intermediate
TECHNICAL COMMUNICATION
Intermediate
TECHNICAL COMMUNICATION
Intermediate
USER ACCOUNTS
Intermediate
USER ACCOUNTS
Intermediate
Active Directory
Intermediate
Active Directory
Intermediate

Languages

Arabic

Native Speaker

English

Intermediate

Memberships

Saudi Council of Engineers

Certificate Specialist Computer Science

October 2023

Training and Certifications

Certifications
Excel
Effectively create a User Interface
Information Security Course
Cyber Security
User Experience Design
Advance Big Data – Learning Space 2023
Google Data Analytics Professional Certificate
Google Data Analytics Professional Certificate - SDA
Dec 2023
Training
IT Support Specialist
May 2025

Hobbies and interests

التصميم