Alaa Darwish

Need reliable tech support across languages and channels? I deliver 𝒓𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒗𝒆, 𝒎𝒖𝒍𝒕𝒊𝒍𝒊𝒏𝒈𝒖𝒂𝒍 𝑻𝒊𝒆𝒓 1 𝒂𝒏𝒅 𝑻𝒊𝒆𝒓 2 𝒂𝒔𝒔𝒊𝒔𝒕𝒂𝒏𝒄𝒆 𝒗𝒊𝒂 𝒑𝒉𝒐𝒏𝒆, 𝒆𝒎𝒂𝒊𝒍, 𝒂𝒏𝒅 𝒄𝒉𝒂𝒕 — resolving complex user issues with clarity, empathy, and precision. With 3+ years in high-volume environments, I’ve become known for keeping things running smoothly while keeping communication sharp and stress-free.

💼 𝗞𝗲𝘆 𝗘𝘅𝗽𝗲𝗿𝘁𝗶𝘀𝗲:

- Troubleshooting PCs, Macs, and peripherals (printers, scanners, headsets)
- Microsoft 365 support (Outlook, Teams, OneDrive)
- Google Workspace troubleshooting including Gmail, Drive, Meet, and admin console support
- Resetting passwords, account unlocks, and BitLocker key recovery
- Support via ServiceNow with experience in Microsoft Intune, Active Directory, and Google Admin Console- End-to-end ticket management, including escalation when needed
- AI prompt engineering including workflow optimization, knowledge base automation, and productivity improvement
- Advanced use of AI tools including ChatGPT, Microsoft Copilot, and Eliza for technical support and business solutions

📊 𝗧𝗿𝗮𝗰𝗸 𝗥𝗲𝗰𝗼𝗿𝗱:

- Consistently resolve 25–30 tickets per day
- Maintained a 95%+ user satisfaction rating across all channels
- Maintained a 90%+ First Contact Resolution (FCR) rate, reducing escalations and cutting resolution time by 20 %
- Fluent in English (C1) and German (C1), supporting native speakers daily


In my current role as a Service Desk Technician, I engage with a wide range of users — from startups to enterprise clients — and adapt to evolving tools and workflows with ease. My approach combines technical know-how with a people-first attitude, ensuring both speed and satisfaction in every interaction.

I’m actively seeking a long-term, part-time opportunity to provide remote technical support and help businesses run smoothly. Let’s connect — I’d love to discuss how I can support your team.