Lenah Osman Al-Wadaei
Riyadh,Saudi Arabia
Summary
Passionate IT and Network Support Professional with a Diploma in Technical Support and a solid foundation in networking, systems administration, and cybersecurity fundamentals. Experienced in resolving technical issues, supporting IT infrastructure, and providing excellent customer service. Adaptable, detail-oriented, and eager to contribute technical expertise to enhance operational efficiency and business success.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Network operations Support (Mobile/Wireless) @ STC
Huawei MS Project, Mobiserve Ltd
Riyadh, Saudi Arabia
2026.01 - Current
- Provided 24/7 remote technical support for fault diagnosis and service restoration.
- Monitored and troubleshot network alarms using Huawei eSight, OSS, OWS, NetGuard IAM.
- Managed and verified work orders using Huawei WFMS and OWS against PMR and EHS.
- Handled STC RTTS remedy MDT portal, NPTS, and trouble ticket management for outages.
- Coordinated with Huawei, Ericsson Power, STC OTs, and field engineers for timely resolution.
- Processed spare parts site access requests and supported MSAN/SPM domain logistics via RTTS.
- Supported STC EBU links for enterprise Wi-Fi networks and critical connectivity services.
- Prepared daily, weekly, and monthly reports for closed tickets, pods, and SLAs.
- Performed network fault audits, SLA reviews, ticket validation, and dispute meetings.
- Conducted network health checks during Ramadan, Hajj, National Day, Neom, and VVIP operations.
- Performed daily alarm backups for Huawei enterprise wireless devices via eSight.
- Analysed wireless performance, optimised settings, and resolved end-user connectivity issues.
- Maintained accurate FME records for sites, inventory boards, and operational documentation.
- Created and managed technical documentation, procedures, audit reports, and change records.
- Escalated critical issues to management to improve managed service processes and tools.
- Acted as coordination point between front office, back office, customers, and field teams.
Customer Support Executive
Noon
Riyadh, Saudi Arabia
2023.12 - 2024.06
- Managed customer complaints using CRM systems for timely resolutions and satisfaction.
- Investigated, analysed, and resolved customer issues under company policies and service standards.
- Handled complaint escalations and collaborated across departments for prompt issue resolution.
- Applied conflict resolution and negotiation techniques to address customer concerns.
- Performed data analysis and reporting to identify complaint trends and improvements.
- Prioritised multiple customer cases while meeting service level agreements (SLAs).
- Coordinated with cross-functional teams including operations, logistics, and technical support.
- Maintained accurate customer records and case documentation in CRM tools.
- Delivered professional customer service using effective verbal and written communication.
- Identified recurring issues and recommended corrective actions for continuous improvement.
IT technical support
ZAIN Telecommunication company
Riyadh, Saudi Arabia
2022.09 - 2023.10
- Monitored and analyzed enterprise network infrastructure for high availability and performance.
- Troubleshot network faults quickly to minimize downtime across enterprise systems.
- Performed network security monitoring, detecting incidents and responding to reduce risk.
- Applied cybersecurity best practices through vulnerability assessment and risk management.
- Managed endpoint security controls to limit exposure and prevent compromise.
- Administered Linux systems to maintain stability, security, and performance.
- Maintained Linux environments with patching, configuration, and tuning.
- Configured network services for TCP/IP, DNS, DHCP, routing, and firewall access.
- Supported network routing and access control to keep services running.
- Analyzed network traffic and monitored security logs for threats.
- Identified suspicious activity through log review and traffic pattern analysis.
- Managed user accounts, permissions, and identity management per policies.
- Diagnosed hardware, software, and network issues with minimal downtime.
- Performed preventive maintenance and performance tuning via system monitoring.
- Improved operational efficiency through scheduled checks and capacity adjustments.
- Created and maintained technical documentation, incident reports, and procedures.
- Collaborated with cross-functional teams to resolve complex technical issues.
- Maintained consistent documentation practices for audit-ready records.
Education
Diploma - Computer technical Support
Digital Technical College
Riyadh, Riyadh Region 2021.02 - 2023.12
Skills
- Hardware and software troubleshooting
- Technical problem solving
- Diagnostic tools and techniques
- Network and security troubleshooting
- Windows and Linux operating systems
- System installation and support
- Java programming proficiency
Languages
Arabic
Proficient (C2)
Affiliations
- Karate, Fitness and Gym training, Music
Accomplishments
Secured 2nd Place in the 4th Industrial Revolution Competition.
Successfully planned and executed the Steering Board Visit event at the college.
Certification
Training program at Zain KSA.
CCNA routing & switching.
NDG Linux basics.
Scout Association.
References
References available upon request.
Timeline
Network operations Support (Mobile/Wireless) @ STC
Huawei MS Project, Mobiserve Ltd
2026.01 - Current
Customer Support Executive
Noon
2023.12 - 2024.06
IT technical support
ZAIN Telecommunication company
2022.09 - 2023.10
Diploma - Computer technical Support
Digital Technical College
2021.02 - 2023.12