Customer Service Application Support
Resume:
******************@*****.***
LinkedIn :
https://www.linkedin.com/in/ahlaam-
sulfikar-77a451130
EDUCATION
• Bachelor of Engineering in Computer
Science
Birla Institute of Technology & Science
Pilani, Dubai Campus
9.4 GPA in the 7th semester
• 12th Grade (CBSE)
Indian Islahi Islamic School,
Abu Dhabi
KEY SKILLS
• Application Support & Troubleshooting
• Technical Coordination & User Support
• ERP & LMS Testing
• Network & System Administration
• Vendor Management
• Strong Communication & Interpersonal
Skills
• Time & Task Management
• Customer Service Orientation
• Attention to Detail
• Adaptability and Initiative
PERSONAL DETAILS
• Date of Birth : 14 February 1994
• Nationality : Indian
• Languages : English, Malayalam
• UAE Driving License: Valid
• Visa Status : Residence
PROFILE SUMMARY
A proactive and results-driven professional with a diverse background in administration, coordination, and customer service. Experienced in managing daily tasks, coordinating with teams, and supporting both internal and external stakeholders to ensure smooth operations. Known for strong communication skills, adaptability, and the ability to learn quickly. UAE- experienced, holding a valid UAE driving license.
WORK EXPERIENCE
Samsotech International, Dubai November 2024 – Present Application Support Engineer
• Manage and resolve support tickets for hospitality industry applications (Tourism Dirhams, VICAS, hardware/software issues), ensuring SLA compliance within 2 hours.
• Conduct installation activities and arrange training sessions with clients.
• Act as a liaison between customers and AMC department.
• 2nd runner-up in the Extempore Speech Contest (Feb 2025). Al Ansari Financial Services, Dubai September 2021 – September 2024 IT Coordinator & Software Tester
• Coordinated deployments and prepared user manuals for multiple applications.
• Managed vendor access, hardware/software requests, and procurement support.
• Conducted testing for internal applications (Fikrati, LMS, ERP, HRMS).
• Scheduled technical interviews, shortlisted candidates, and assisted HR with staff onboarding.
• Managed staff attendance, shifts, and overtime submissions. Green Touch Group of Companies, Abu Dhabi September 2020 – September 2021 Marketing Assistant cum Administrator
• Conducted telemarketing to convert leads into business opportunities.
• Maintained databases of product inventory and employee details.
• Prepared quotations, invoices, local purchase orders, and intervention reports. Syscoms College, Abu Dhabi March 2019 – March 2020 Technical Trainer & Administrative Assistant
• Delivered networking courses (CCNA, CCNP, PC Hardware & Networking) to students and entry-level employees.
• Created digital user accounts and maintained student registration databases.
• Assisted during invigilation and telemarketing of courses.
• Provided student counseling and helped them choose suitable courses. CERTIFICATIONS
• Cisco Certified Network Associate (CCNA) – Dec 2016 Score: 950/1000 CSCO13112666
• Cisco Certified Network Professional (CCNP) – June 2018 CSCO13112666
• FortiGate NSE 1 & 2 Certifications
• ITILv4 Certification – Feb 2020 GR671128730AS
AHLAAM SULFIKAR
CCNA, CCNP, ITILv4
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