Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Languages
professional development
Timeline
Hi, I’m

Renad ALNunu

Information Technology - Systems Administrator
Jeddah,02

Summary

Accomplished Senior System Support Engineer at Dar Al-Hekma University, adept in ITIL Knowledge and excelling in customer support. Spearheaded system enhancements, reducing downtime by proactive security measures and mentoring junior engineers, significantly boosting system reliability and user satisfaction. Demonstrated expertise in project management and quality assurance, driving technology initiatives forward with strategic planning and effective cross-functional collaboration.

Overview

17
years of professional experience

Work History

Dar Al-Hekma University

Senior System Support Engineer
08.2020 - Current

Job overview

  • Enhanced system performance by identifying and resolving technical issues in a timely manner.
  • Scoped out projects involving system migrations or installations from start-to-finish, ensuring timelines were met without compromising quality standards.
  • Proactively identified potential security vulnerabilities in systems infrastructure and implemented corrective actions to prevent unauthorized access or data loss.
  • Reduced downtime for critical systems by implementing proactive maintenance plans and procedures.
  • Led efforts to improve incident management processes by refining escalation procedures and streamlining ticket resolution workflows.
  • Improved end-user satisfaction by providing effective remote and on-site technical support for hardware and software issues.
  • Collaborated with cross-functional teams to ensure seamless integration of new technologies into existing infrastructure, minimizing disruption to business operations.
  • Established strong relationships with key stakeholders throughout the organization, facilitating communication channels between IT support staff and users.
  • Evaluated vendor proposals for hardware upgrades, ensuring selected options met organizational requirements while staying within budget constraints.
  • Increased system stability with thorough testing and validation of new software releases before deployment to production environments.
  • Mentored junior engineers, providing guidance on best practices for system support and fostering professional development within the team.
  • Continuously updated knowledge of industry trends and emerging technologies to ensure systems were aligned with best practices and long-term organizational needs.
  • Contributed to cost savings through the evaluation and recommendation of more efficient hardware and software solutions, aligning technology investments with business objectives.
  • Conducted training sessions for end-users on new technologies or updates, improving overall user proficiency and productivity.
  • Served as subject matter expert on system support within the organization, participating in strategic planning and decision-making to drive technology initiatives forward.
  • Monitored systems in operation and quickly troubleshot errors.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Installed and configured operating systems and applications.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed, configured and maintained computer systems and network connections.
  • Researched and identified solutions to technical problems.
  • Created user accounts and assigned permissions.
  • Generated reports to track performance and analyze trends.
  • Offered assistance in implementing and developing training programs.

Dar Al-Hekma University

Senior Technical Support Specialist
08.2016 - 08.2020

Job overview

  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Evaluated system potential by testing compatibility of new programs with existing programs.
  • Contributed to the continuous improvement of the technical support team by regularly sharing best practices, lessons learned, and constructive feedback with peers.
  • Leveraged data analytics tools to monitor trends in tech support requests, using findings to proactively address common issues and improve overall customer experience.
  • Enhanced team productivity through regular training sessions on new technologies and industry best practices.
  • Collaborated with cross-functional teams to identify root causes of recurring issues and implement permanent fixes.
  • Managed high-volume support tickets, ensuring timely resolution and maintaining client trust.
  • Developed comprehensive documentation to assist team members in troubleshooting complex technical problems.
  • Improved customer satisfaction by promptly addressing technical issues and providing effective solutions.
  • Reduced average ticket resolution time by implementing knowledge-sharing initiatives among team members.
  • Provided exceptional customer service by consistently exceeding expectations in resolving technical challenges.
  • Mentored junior technicians, helping them develop their problem-solving skills and technical expertise.
  • Played a key role in streamlining software deployment processes, reducing errors during implementation phases while saving both time and resources for the company.
  • Installed and configured operating systems and applications.
  • Installed, configured and maintained computer systems and network connections.
  • Configured and tested new software and hardware.

King Abdulaziz University

Administrative Assistant
01.2008 - 12.2010

Job overview

  • Helped Organizing orientation programs specifically designed for new students, easing their transition into a new academic environment.
  • Helped Organizing the Graduation ceremony and graduation book.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Completed forms, reports, logs, and records to quickly handle all documentation for vice dean.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Developed user-friendly documentation for technical processes, simplifying knowledge transfer and training.
  • Participated in IT projects supporting infrastructure improvements or new product launches.
  • Established strong relationships with key stakeholders within the organization through clear communication and reliable assistance.
  • Helped streamline repair processes and update procedures for support action consistency.

Education

Jeddah University
Jeddah, Saudi Arabia

Master of Science from Information Technology
04.2001

University Overview

King Abdulaziz University
Jeddah, Saudi Arabia

Bachelor of Science from Computational Science
04.2001

University Overview

Skills

Customer Support

Accomplishments

Accomplishments
  • Collaborated with team finance and admenistratuon in the development of Odoo ERP system
  • Collaborated with team library team in the development of Medad library management system
  • Responsible of the blackboard LMS
  • Member in the University Digital transformation plan
  • Member of the accreditation committee , worked on the SSR and IT department KPI's
  • Member of the e-learning center
  • Lecturer in the GENED teaching Information and communication and artificial intelligent .
  • Excellent communication and emotional intelligent skills

Software

Excel

Power BI

Office 365

Microsoft Teams

Chat GPT and Copilot

Languages

Arabic
Native language
English
Upper intermediate
B2

professional development

professional development

preparing for the PMP nad RMP certified 

attended digital transformation webinars

AI Tools for education workshop

data analysis using Excel and Power BI

professional certificate in E-Learning  Experience Design (e-LXD)
Lead auditor of ISO 9001 quality management system workshop

system analysis ready to be certified





Timeline

Senior System Support Engineer
Dar Al-Hekma University
08.2020 - Current
Senior Technical Support Specialist
Dar Al-Hekma University
08.2016 - 08.2020
Administrative Assistant
King Abdulaziz University
01.2008 - 12.2010
Jeddah University
Master of Science from Information Technology
04.2001
King Abdulaziz University
Bachelor of Science from Computational Science
04.2001

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Renad ALNunuInformation Technology - Systems Administrator