Ahlam Al-Shawabkeh
Software Engineer
Abu Dhabi,AZ
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Operations Support Engineer
Louvre Abu Dhabi
03.2022 - Current
- Handles Louvre help desk and be the focal point of contact to address all queries related to facility management and logistics.
- Work via reflection IWMS and BMC ITSM platforms within Louvre Abu Dhabi Museum.
- Manage internal customer queries, answer their queries and provide them with the necessary information and maintain records.
- Utilizes the phone calls and email request from different sectors or staff and assign work orders in IWMS/BMC software to responsible departments.
- Work closely with Contractors and Facility Managers to develop and enhance the quality of service and reporting.
- Carry out monitoring of IWMS data to ensure that Helpdesk work orders have been accurately created, assigned, prioritized, categorized and finalized in line with contractual KPI's and SLA's processes.
- Provided technical expertise during infrastructure upgrades, ensuring seamless transitions with minimal disruption to operations.
- Enhanced team collaboration with effective communication and coordination of cross-functional projects.
- Maintained a secure environment by conducting regular security audits, implementing patches, and adhering to industry best practices.
- Assisted in capacity planning efforts to ensure adequate resources were available to meet current and future demands.
- Ensured compliance with internal governance standards as well as external regulatory requirements through diligent oversight of all activities within the Operations Support Engineer role scope.
Customer Service Agent
Tawjeeh
02.2021 - 02.2022
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Educational Consultant
IEnglish Institution
02.2020 - 02.2021
- Provided lesson planning and pacing support to helping educators analyze data and apply it to instruction.
- Analyzed and restructured educational programs to comply with board regulations.
- Facilitated professional learning communities among faculty members, fostering a collaborative environment that promoted ongoing growth and development.
- Updated school curriculum to integrate technology and enhance quality of student education.
Education
Bachelor of Science - Software Engineering
Al Hussein Bin Talal University
Amman, Jordan11.2016
Skills
- Network Administration
- Customer Service
- Attention to Detail
- Problem-solving abilities
- Process flows
- Project Management
- Production Coordination
- Workflow Optimization
- Cross-Functional Collaboration
- Operating Systems Expertise
- Supplier Relationship Management
- Adaptability and Flexibility
Certification
- IT Training Java Developers, Nadia Global, Abu Dhabi, United Arab Emirates.
- Certificate in Customer Excellence, Nadia Global, Abu Dhabi, United Arab Emirates.
Timeline
Operations Support Engineer
Louvre Abu Dhabi
03.2022 - Current
Customer Service Agent
Tawjeeh
02.2021 - 02.2022
Educational Consultant
IEnglish Institution
02.2020 - 02.2021
Bachelor of Science - Software Engineering
Al Hussein Bin Talal University
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