OMAR ALBAWARDI
Riyadh,Saudi Arabia
Summary
Accomplished Product and Technical Support Professional with over 5 years in product management and cloud platform operations. Delivered significant CMS platform enhancements, redesigned workflows to reduce client ticket volume, and led platform migrations with zero data loss. Expertise in cross-functional collaboration and data-driven decision-making, with practical experience in OpenStack, VMware, DNS, and DNR.
Overview
3
3
Certification
7
7
years of professional experience
Work History
L2 System Engineer
Solutions by STC
Riyadh
10.2025 - Current
- Supported enterprise cloud platform clients on OpenStack/Horizon VDC environment, triaging incidents, processing service requests, and ensuring SLA compliance in resolution workflows.
- Collaborated with infrastructure and engineering teams to escalate and resolve platform incidents, enhancing client satisfaction and service reliability.
- Assisted in VMware SDDC services, contributing to platform stability and performance.
- Gained hands-on exposure to cloud networking services including DNS and DNR within a production infrastructure environment.
Senior Product Support Specialist
T2
Riyadh
04.2024 - 10.2025
- Resolved complex technical issues, ensuring client satisfaction with zero escalations to management.
- Slashed client support ticket volume by 80% by re-architecting ticket-routing workflows for a cloud platform serving 30+ active enterprise accounts.
- Implemented structured ticket flow, standardising support processes across team for improved consistency.
Acting Technical Associate Product Manager
T2
Riyadh
03.2023 - 04.2024
- Acted as primary liaison between technical and non-technical stakeholders, fostering alignment across development, QA, and business teams.
- Monitored and reported KPIs for the product, leveraging data-driven insights to support continuous service improvement initiatives.
- Authored product documentation for upcoming features, enabling cross-functional engineering teams to adopt changes seamlessly.
- Led end-to-end platform migration, moving all existing clients from the legacy version to the latest production environment with zero data-loss incidents.
Product Specialist
T2
Riyadh
03.2021 - 03.2023
- Identified customer needs through consultation, recommending appropriate products to enhance satisfaction.
- Conducted product demonstrations, highlighting features and benefits to drive sales.
- Managed product support and ensured customer satisfaction for Document Management System (CMS) serving internal users.
- Conducted end-to-end QA/BA functions, including ticket quality review and functional testing, while monitoring DMS project progress.
- Established and maintained positive relationships with industry professionals, enhancing brand reputation.
IT Infrastructure Intern (COOP)
Prince Sattam bin Abdulaziz University
Alkharj
02.2020 - 05.2020
- Managed infrastructure network operations for university Deanship, assisting with hardware and connectivity troubleshooting to ensure reliable network performance.
Education
Computer Network Diploma -
TVTC
Alkharj01-2020
Skills
- Cloud services
- Incident management
- Technical documentation
- Client relationship management
- Continuous service improvement
- Product support
- Workflow optimization
- KPI monitoring
Certification
- NSE 2 Certified in Cybersecurity, Fortinet
Issued Sep 2026
NSE 2 Certified in Cybersecurity, Fortinet
Issued Jun 2026 · Expires Jun 2028 - IT Essentials, Cisco Networking Academy
- Intro to Cybersecurity, Cisco Networking Academy
- Product Management + Agile, Udemy
Timeline
L2 System Engineer
Solutions by STC
10.2025 - Current
Senior Product Support Specialist
T2
04.2024 - 10.2025
Acting Technical Associate Product Manager
T2
03.2023 - 04.2024
Product Specialist
T2
03.2021 - 03.2023
IT Infrastructure Intern (COOP)
Prince Sattam bin Abdulaziz University
02.2020 - 05.2020
Computer Network Diploma -
TVTC
Portfolio
OMAR_ALBAWARDI_Portfolio-Sep26