mahmoud alaa User

I’m an IT support professional providing Tier 1 technical support, troubleshooting hardware, software, networking, and Microsoft 365 environments. I’m quick to learn new technologies and I enjoy supporting end users with clear communication and strong problem-solving.

In my current role as Engineering Technician I – Infrastructure Data & Spatial Analysis, I maintain and manage electronic records for 3,000+ county infrastructure assets. I use ArcGIS Pro, Microsoft Office 365, SharePoint, GPS/GNSS technology, and county database systems to collect, verify, organize, and analyze infrastructure information while performing quality assurance reviews.

Previously, as a Social Media Assistant / IT Support Specialist, I delivered Tier 1 support by troubleshooting Windows computers, laptops, printers, software, Microsoft 365 applications, and network connectivity issues. I installed, configured, and maintained devices and peripherals, supported Outlook, Teams, SharePoint, OneDrive, Word, and Excel, and managed user accounts and system access.

Across both government and nonprofit environments, I’ve built a reputation for exceptional customer service—responding promptly to requests, minimizing downtime, and training users on technology best practices. I bring a dependable, audit-ready approach to information management and records accuracy.