ENAS FARAH MOHAMED ABDALLA
Abu Dhabi
Summary
Detail-oriented IT Support Specialist with over 5 years of experience providing L1 and L2 technical support in fast-paced environments. Skilled in troubleshooting hardware/software issues, managing ticketing systems, and ensuring SLA compliance. Proficient in customer service, with the ability to communicate complex solutions clearly in both Arabic and English. Certified in ITIL and experienced in reporting, SOP development, and remote support tools.
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Service Desk Support L2
Alef Education
10.2019 - Current
- - Provide L2 technical support to internal users via phone, email, and remote tools.
- - Troubleshoot and resolve complex hardware, software, and network issues.
- - Escalate unresolved incidents to higher-level teams and track ticket lifecycle.
- - Maintain accurate logs and documentation of all technical issues and resolutions.
- - Monitor SLA adherence, review CSAT reports weekly, and optimize service delivery.
- - Customize monthly ManageEngine reports and support KPI tracking.
- - Update and create SOPs, including the Personal Information Access policy.
Customer Service Associate
Namshi International L.L.C
05.2018 - 02.2019
- - Responded to daily user incidents related to hardware, software, and connectivity.
- - Conducted onsite laptop repairs, installations, and software upgrades.
- - Escalated unresolved tickets and coordinated with the server and network teams.
- - Participated in site surveys and provided local network support.
- - Supported preventive maintenance and asset inventory checks.
Marketing Assistant
CADD Training Center
05.2014 - 07.2014
- - Promoted academic programs through direct client outreach and materials distribution.
- - Conducted basic market research and participated in planning meetings.
Electrical Engineer Trainee
LM Power Sdn. BHD.
10.2013 - 12.2013
- - Assisted in the inspection of circuit breakers and testing of relay systems.
- - Conducted field site visits and documented technical data for engineering teams.
Education
Bachelor of Science - Electrical & Electronic Engineering
Kuala Lumpur Metropolitan University College
Kuala Lumpur01.2015
Skills
- Helpdesk Tools: ManageEngine, SLA/OLA Management, Ticketing Systems
- Software & Tools: Adobe Illustrator, Revit MEP, AutoCAD, Figma, Microsoft Office
- Programming: C, MATLAB, Arduino, Multisim
- Networking & Support: Local Network Support, Hardware Troubleshooting, Remote Assistance
- Certifications: ITIL Certified Google UX Design Certificate IT Governance
- Critical thinking
- Calm under pressure
- Problem resolution
- Decision-making
- Customer service
- Problem-solving
- Teamwork and collaboration
- Friendly, positive attitude
Certification
- - Google UX Design Professional Certificate – Coursera
- - Complete Web & Mobile Designer (Figma, UI/UX) – Zero to Mastery Academy
- - ITIL Foundation Certification
- - IT Governance Essentials
LNGG
Arabic (Native)
English (Professional)
Timeline
IT Service Desk Support L2
Alef Education
10.2019 - Current
Customer Service Associate
Namshi International L.L.C
05.2018 - 02.2019
Marketing Assistant
CADD Training Center
05.2014 - 07.2014
Electrical Engineer Trainee
LM Power Sdn. BHD.
10.2013 - 12.2013
Bachelor of Science - Electrical & Electronic Engineering
Kuala Lumpur Metropolitan University College