Shahad Zaeed

Senior IT Support Specialist with over 3 years of progressive experience in IT support, systems administration, and Tier 2 help desk operations. Proven ability to diagnose and resolve complex technical issues, manage escalations, and ensure high availability of IT infrastructure. Skilled in troubleshooting hardware, software, and network environments while delivering efficient end-user support aligned with business continuity and service level agreements (SLAs).

Seeking to leverage technical expertise and problem-solving capabilities to enhance operational performance and drive IT service excellence.

Senior IT Support Specialist at Tait Towers (2025-07 – 2026-01)

Provided Tier 2 technical support and handled escalated IT issues with focus on infrastructure continuity and service excellence.

• Provided Tier 2 technical support and handled escalated IT issues
• Troubleshot hardware, software, and system-related problems
• Supported IT operations and ensured service continuity
• Assisted users with system access, Microsoft Office, and daily IT needs
• Delivered technical troubleshooting and system support during Harry Potter event operations
• Provided on-site IT support and ensured network and system continuity during Red Sea International Film Festival and MDLBEAST events

Information Technology Specialist at Tait Towers (2022-11 – 2025-06)

Delivered end-user IT support, help desk services, and technical troubleshooting with emphasis on Windows systems and Microsoft Office support.

• Delivered end-user IT support and help desk services
• Supported Windows operating systems and Microsoft Office
• Assisted in system setup, troubleshooting, and maintenance
• Delivered technical troubleshooting and system support during Harry Potter event operations
• Provided on-site IT support and ensured network and system continuity during Red Sea International Film Festival and MDLBEAST events

Internship Trainee at Shamiah Autism Center (2022-06 – 2022-09)

Worked with HR department on system management and administrative support tasks.

• Worked with HR department using Jisr system
• Performed data entry and administrative support tasks

Bachelor's degree in Technology (BTech) in Information Technology – Arab Open University (2023)

Diploma degree in IT Technical Support – International Technical Female Colleges (2019 – 2022-05)