Laila Alaboud

Senior Technical Support Specialist with over 6 years of experience in IT operations, infrastructure support, and technical troubleshooting across multi-branch environments. Experienced in supporting network devices, CCTV systems and end-user technologies to ensure smooth daily operations and minimal downtime. Skilled in incident handling, IT support coordination, asset management, and infrastructure monitoring, with strong problem-solving and communication abilities.

Certified in ITIL 4, CAPM, CompTIA A+, and Six Sigma Green Belt.

Senior Technical Support Specialist | IT Operations at NAQEL (Semi-Government) (2019-07 – Present)

• Reduced IT equipment downtime by 35% through optimized asset tracking and rapid troubleshooting.
• Configured and maintained handheld scanners and printers, ensuring seamless operations.
• Managed Active Directory for employees, improving account management efficiency.
• Led the design and implementation of CCTV & network infrastructure upgrades across multiple branches.
• Supported developers in deploying error-reduction tools, cutting operational errors by 25%.
• Installed and configured operating systems, network devices, and security infrastructure.

Customer Service Representative at Ram Clinic (2019-02 – 2019-06)

• Managed appointment scheduling and patient inquiries, improving service efficiency and customer satisfaction.

System Developer Intern at National Guard Hospital (2013-06 – 2013-08)

• Designed and developed a database and user interface using ASP.NET to address departmental needs.

Bachelor's Degree in Computer Science – Imam Abdulrahman bin Faisal University (2014-06)