Nour Zain

IT Support Specialist and Full-Stack Developer with 5+ years of experience delivering first-line and second-line technical support, resolving incidents, and maintaining system uptime in a high-volume environment serving 2,000+ end users. Skilled in troubleshooting hardware, software, and network issues, and providing excellent customer service to both internal and external stakeholders.

IT & Administrative Support Specialist at Grand International School (2018-08 – 2023-10)

• Provided first-response IT helpdesk support and incident resolution for 2,000+ staff and students, consistently meeting service-level targets.
• Maintained systems and performed installations/updates, sustaining 99%+ uptime
• Triaged and escalated technical issues as primary point of contact, minimizing downtime
• Audited records across multiple databases with 100% accuracy under tight deadlines
• Streamlined workflows via documentation, reporting, and cross-departmental coordination
• Configured and distributed IT equipment (printers, devices) with related troubleshooting support

Business Marketing Assistant at Mero Tel (2018-06 – 2025-12)

• Delivered customer support by phone and in person, handling inbound/outbound inquiries on services, promotions, and plans.
• Processed financial transactions and international money transfers via BOB Finance and Western Union, ensuring accuracy and compliance.
• Built strong customer service habits that translate directly into fast, professional technical support.

Bachelor's Degree in Technology and Science of Business Computer – Lebanese University, Faculty of Technology (2025)