ZAHRA ALBREIKI
Service Help Desk Analyst
Profile summary
Information Technology graduate with programming, cybersecurity tools, and IT systems expertise. Contributes technical skills, teamwork, and problem-solving to support organizational goals. Commits to professional growth and impactful delivery.
Career highlights
Governmental IT Department Rotation: [Program Completion]: Successfully completed an end-to-end rotational trainee program at Emirates Identity and Citizenship Authority across Information Security, Infrastructure, and Systems.
First Point of Contact IT Support: IT Support: Managed technical incidents and service requests for employee IT support, ensuring minimal operational disruption.
Key skills
Professional experience
As the initial IT support contact, managed incoming employee inquiries, accurately documenting incidents and service requests to facilitate prioritization and resolution. Provided essential technical assistance, resolving common access issues such as password resets and account unlocks, thereby minimizing operational disruption.
- Served as the first point of contact for employee IT support, managing incoming calls and recording incidents/service requests
- Provided frontline technical assistance addressing password resets and account unlocks
During a two-month internship, this individual attended specialized workshops focused on Artificial Intelligence, cybersecurity, and workplace environment practices. They also participated in a two-week training program for the ADERP system, acquiring practical knowledge of its functionality. Further experience included visits to Oracle headquarters in Dubai and their Al Reem Island office, providing insight into enterprise solutions.
- Attended specialized workshops on Artificial Intelligence, cybersecurity, and workplace environment practices
- Completed a two-week training program on the ADERP system functionality
- Visited Oracle headquarters in Dubai and Al Reem Island office to observe company operations and technologies
This individual gained rotational experience across key IT departments, including Information Security, Systems and Customs, Infrastructure, and Technical Support.
- Supported cybersecurity protocols, monitored for vulnerabilities, and implemented security measures
- Documented systems, optimized workflows, and analyzed performance
- Handled network configuration, server maintenance, and system availability
- Resolved technical issues, assisted users, and improved troubleshooting processes
Provided administrative and record-keeping support to the team. Managed and maintained accurate records. Supported daily operations through dedicated administrative tasks.
- Sent timely reminders for insurance premium payments
- Scanned invoices and organized them for record-keeping
- Compiled and maintained salary data in Excel