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
Abu Dhabi, United Arab Emirates
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
Abu Dhabi
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
Abu Dhabi, United Arab Emirates
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