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Ashwaq Al-Harthi
Hands-on experience supporting enterprise IT environments, managing user accounts and permissions, resolving ERP incidents, and meeting service levels, supported by training in cybersecurity and cloud computing.
Technical support and troubleshooting
Diagnosing hardware, software and network issues so employees can resume work efficiently.
Identity and access management
Managing users, groups and permissions in Active Directory in line with operational needs.
ERP incidents and service levels
Responding to enterprise resource planning incidents and tracking tickets against SLAs.
Information security and IT governance
Following organizational security and governance policies while supporting system readiness through preventive maintenance.
Structured IT support focused on user service, access management, system stability and measurable service levels.
Ashwaq Al-Harthi is an IT and technical support specialist. At Ecoally in Jubail, from May 2023 to May 2025, she supported more than 30 users with hardware, software, network and ERP system issues.
Her responsibilities covered Active Directory user accounts, groups and access permissions; ERP incident and ticket handling within service-level agreements; system installation, upgrades and preventive maintenance. This practical background aligns with her interest in information security, governance and service continuity.
Bachelor’s Degree in Information Technology
Saudi Electronic University, 2025; GPA: 3.01/4.
Diploma in IT Technical Support
International Technical College, 2019; GPA: 3.01/4.
Her professional credentials cover technical support, cybersecurity, network security, ethical hacking fundamentals and cloud computing.
Google IT Support Professional Certificate
Professional certification addressing IT support fundamentals, troubleshooting and user assistance.
IBM — Cybersecurity
IBM cybersecurity certificates covering concepts related to safeguarding systems and data.
Huawei — HCIA-Security
Huawei certification in information technology security: HCIA-Security.
EC-Council — Ethical Hacking Essentials
EC-Council training in the essentials of ethical hacking.
Amazon Academy — Cloud Computing
Cloud computing training through Amazon Academy.
IT Technical Support | Ecoally – Jubail | May 2023 to May 2025
Ashwaq provided technical assistance to more than 30 users across devices, applications, networks and ERP systems. She handled support tickets in line with SLAs, administered user accounts, groups and permissions through Active Directory, installed and upgraded software and systems, carried out preventive maintenance, and followed organizational security and governance policies.
Support for 30+ users
Investigating and resolving issues involving devices, software, networks and business applications.
Active Directory administration
Managing user accounts, group memberships and access permissions according to business needs.
ERP incidents and tickets
Tracking enterprise resource planning issues and support requests within agreed SLAs.
Installation and preventive maintenance
Installing, upgrading and maintaining software and systems to improve reliability.
Her capabilities span troubleshooting, IT service and incident management, access administration, risk and time management, and teamwork.
She approaches technical support as an organized and measurable service, not merely a series of isolated repairs.
A practical support sequence reflecting the requirements of an enterprise IT service environment.
01 – Intake and prioritization
Understand the reported problem, affected users and systems, and record essential information.
02 – Diagnosis and resolution
Investigate relevant hardware, software, networks or applications and apply authorized solutions.
03 – SLA-based follow-up
Track ticket status, response and resolution targets, escalating when appropriate.
04 – Documentation and prevention
Record actions taken and use lessons learned and preventive maintenance to reduce repeat incidents.
Reliable, secure IT services that sustain business operations and a positive user experience.
Ashwaq sees effective IT support as beginning with prevention and system reliability, not ending with a quick fix. She connects sound troubleshooting with identity and access administration, incident tracking against SLAs, and adherence to security and governance policies to help minimize downtime and maintain employee productivity.