Noura Al Nuaimi
Abu Dhabi,UAE
Summary
Senior Engineer with over 11 years of experience providing first- and second-line IT support at ADNOC Onshore. Demonstrates proficiency in troubleshooting, ticket management, and process enhancement, with a proven track record of resolving technical challenges and enhancing customer satisfaction through effective communication and streamlined processes.
Overview
12
12
years of professional experience
1
1
Certification
Work history
IT support analyst, Helpdesk
ADNOC Onshore
Abu Dhabi
04.2014 - 05.2023
- Provided technical support to users by phone, email, and chat.
- Effectively identified and resolved customer concerns.
- Escalated complex technical issues to appropriate team for further analysis.
- Developed guides for new services and ensured their distribution to relevant teams and users.
- Addressed customer complaints and issues promptly and satisfactorily.
Senior Engineer, Digital service support
ADNOC Onshore
Abu Dhabi, UAE
05.2023 - Current
- Provided timely responses to user inquiries, ensuring high user satisfaction.
- Resolved tickets in accordance with service level agreement (SLA) requirements.
- Collaborated with team to address tickets and escalated complex issues to third level.
- Administered ticket assignment to team members, maintaining SLA compliance.
- Configured software installations and managed license allocations.
- Executed asset hardware updates to enhance system performance.
- Facilitated Citrix access for improved remote operations.
Education
Bachelor of Information Technology - Networking
UAEU
Al Ain, UAESkills
- Customer service and support
- Problem-solving skills
- Team collaboration
- Time management
- Technical troubleshooting
- Remote support tools
- Knowledge base documentation
Certification
- A Crash Course in Data Science
- The Art and Science of Communication (Basic)
Timeline
Senior Engineer, Digital service support
ADNOC Onshore
05.2023 - Current
IT support analyst, Helpdesk
ADNOC Onshore
04.2014 - 05.2023
Bachelor of Information Technology - Networking
UAEU