Bazam Abdulla

Results-driven IT Support Engineer with 8+ years of experience providing L1/L2 support, troubleshooting, and network/system administration across diverse industries. Skilled in incident management, hardware/software support, Active Directory, and ITIL processes. Adept at improving IT operations, ensuring high uptime, and delivering exceptional customer service.

Professional Experience

 IT Engineer – Emirates Health Services Project, Hospital and Healthcare

CNS Middle East | Dubai | Jan 2021 – Present

• Provide L1/L2 technical support for network and hardware/software issues.
• Manage ITIL processes including incident, change, and problem management.
• Configure PCs, Office 365, POS, printers, biomedical devices, and user access.

Classification: Internal

• Troubleshoot LAN/WAN, DHCP, DNS, Fortinet firewall, and cabling issues.
• Draft SOPs for damaged devices and coordinate hardware replacements.
• Deliver ad-hoc user training and maintain structured cables for IDF/MDF rooms.

 IT Support Engineer – Ministry of Education Project-school

ITQAN Al Khaleej Computers LLC | Abu Dhabi | Apr 2018 – Jan 2021

• Provide immediate support to teachers during lessons when technology fails.
• Set up and support audio-visual equipment for assemblies, presentations, and special events.
• Managed IT/AV setup for events; Smart Class Room, configured accounts and access permissions.
• Monitored and prioritized IT tickets using Ivanti based on SLA impact.
• Deployed IT equipment, JAMF and MDM software per organizational standards.
• Maintained IT asset records and supported vendor coordination.

 IT Administrator

Safwan Petroleum Technologies | Abu Dhabi | Apr 2016 – Apr 2018

• Administered LAN/WAN, hardware/software, and IT inventory.
• Configured and troubleshot Outlook, operating systems, and network devices.
• Documented technical procedures and provided IT user training.

 IT Administrator

Hindustan Aeronautics Limited | India | Nov 2014 – Nov 2015

• Installed and configured software, printers, antivirus, and network hardware.
• Performed basic network patching and supported application troubleshooting.

Bachelor of computer application - 2013

diploma hardware and networking - 2014