Rawan Alabdeh
Abu Dhabi,UAE
Summary
Certified IT Support Specialist and Network Engineer with over 10 years of experience in enterprise
IT environments, educational institutions, and government infrastructure projects. Strong expertise
in Chrome Enterprise administration, network troubleshooting, firewall configuration, server
management, and end-user support. ITIL 4 certified professional with proven ability to maintain IT
operational readiness and user satisfaction
Overview
19
19
years of professional experience
2006
2006
years of post-secondary education
Work history
IT Support Engineer
e& enterprise cloud
Abu Dhabi, UAE
2019.07 - 2026.02
Onsite support specialist – e& enterprise Cloud / Alef Education project (UAE) | July 2019 – Present
• Serve as the first point of contact for walk-in customers seeking technical assistance.
• Troubleshoot hardware and software issues in person, remotely and via phone.
• Offer daily operations and systems support to users.
• Support Windows laptops and Chrome OS devices.
• Manage access points, SSIDs, firewall, and internet connectivity.
• Install, configure, and maintain hardware, operating systems, printers,
• Administer Alef digital learning platform and device management systems.
• Deliver IT support via ManageEngine ServiceDesk Plus: manage incidents, requests, and asset inventory.
• Follow ITIL best practices in incident, change, and problem management.
• Collaborate with central IT for patching, system updates and backups.
• Conduct IT-based training sessions and maintain daily reporting.
Computer teacher and Technical support
Yas Academy School
Abu Dhabi, UAE
2013.09 - 2015.10
- Teaching Grade 4,5( Microsoft office ,Kidsipiration ,GClub and kidpix projects ).
- Responsible for computer lab software and hardware.
Network Engineer
General Directorate of Customs
, Syria
2007.07 - 2011.05
During these years I worked with customs network team in MSCD (, Modernization of Syrian Custom Directorate) which is a very important project in Syria as a main step for e-government supervised by UNDP (United Nations Development Program) experts Team.
- Major Responsibilities:
- Coordinate with UNDP team to design networks by Microsoft Visio.
- Prepare a regular reports about each border site status, network stability, critical and major problems..
• Configured VLAN policies and firewall systems.
• Managed Active Directory domain and server installation (Windows & Linux).
• Monitored data center components and surveillance systems.
Education
Bachelor's degree - IT Engineering, Computer Systems & Networks Department
Damascus University
Skills
- Customer service expert
- Technical issues analysis
- Networking: Meraki Dashboard, LAN/WAN, TCP/IP, DNS, DHCP, VPNs, SSH, SMTP
- Operating Systems: Windows 10/11, RHEL, macOS, Chrome OS
LANGUAGES
Arabic: Native
English: Proficient
CERTIFICATIONS
01-2025 : Google Certified -Professional Chrome Enterprise Administrator
12-2024 :Google Certified - Professional Chrome OS Administrator
05-2020 : ITIL 4 Foundation Certificate - PeopleCert/AXELOS
Training
- CompTIA A+,( Core 1, Core 2 ) Completion Certificates - Linked In Learning
- CompTIA Network+ Completion Certificates - Linked In Learning
- Azure fundamental az- 900 Completion Certificates - Linked In Learning
- Self Management & Professionalism in the Workplace Certificate - Spearhead Training
- - ISO 2000 Course Completion Certificate - Global Vision Academy
- -Communication Skills and Customer Service Completion Certificate - Global Vision Academy
- -Business Ethics Course Completion Certificate - Global Vision Academy
- Cisco CCNA training in Syrian customs. - Damascus - Syria
Timeline
IT Support Engineer
e& enterprise cloud
2019.07 - 2026.02
Computer teacher and Technical support
Yas Academy School
2013.09 - 2015.10
Network Engineer
General Directorate of Customs
2007.07 - 2011.05
Bachelor's degree - IT Engineering, Computer Systems & Networks Department
Damascus University