William Galarza Email & Phone Number

Kissimmee, Fl, Us

Greenwood Village, Colorado, Us

Scottsdale, Arizona, Us

● Effectively administered Autotask for the smooth monitoring, documentation, and resolution of an average of 35 daily tickets.● Provided punctual white-glove support, addressing a range of software issues including password resets, driver installations, MFA setups, VPN connectivity, M365 troubleshooting, file share server problems, user account creation/termination, remote desktop issue resolution, malware removal, domain syncing, OneDrive sync, and network drive mapping.● Engaged with key vendors including Microsoft, Adobe, and Pax8 to procure and implement MS 365 E3, E5, and Adobe licenses.● Administered user profiles for new hires using Active Directory or the 365 admin tenant, ensuring seamless onboarding. Executed termination procedures in adherence to technical documentation and standard operating procedures.● Orchestrated a mass termination project of 100 users for a high-profile client.● Secured user satisfaction through cooperation with the corporate support department, confirming monitor configuration, network speed, and adherence to standard protocols for the accurate list of software applications.● Crafted comprehensive technical documents and refined existing documentation for clarity, accuracy, and adherence to industry standards.

Orlando, Fl, Us

● Efficiently managed the KACE helpdesk ticketing tool, ensuring seamless tracking, documentation, and resolution of an average of 25 daily tickets.● Provided expert support to high-profile clients, facilitating timely PC/laptop replacements and resolving various hardware and software issues, including SSDs, NVMEs, motherboards, graphics cards, password resets, driver installations, MFA setups, VPN connectivity, BIOS configurations, remote desktop problem-solving, malware removal, domain syncing, Teams sync, network drive mapping, and Windows batch file automation.● Deployed images to 542 thin/thick clients via PCE server boot, customizing software configurations for specific engineering roles.● Orchestrated the setup of 100 workstations for new interns during the summer.● Ensured end-user satisfaction by collaborating with the corporate support department to verify monitor configuration, network speed, and proper hardware setup.● Contributed to large-scale projects by documenting and executing offsite hardware requests in different states, implementing effective asset management, and streamlining the onboarding/offboarding process through collaboration with the team.

Kissimmee, Florida, Us

● Managed an asset tracking tool to monitor 6,000 devices, including laptops, iPads, document cameras, smart panels, projectors, and printers.● Provided prompt white glove support for critical clients, handling PC or laptop replacements and resolving software issues like Outlook sync problems, password resets using AD, and driver installations.● Deployed auto pilot resets using Intune and Endpoint for over 1,800 thin clients for users transitioning to virtual working/learning.● Successfully coordinated and executed the setup of 260 workstations during the summer to prepare teachers and staff for the upcoming school year.● Ensured end-user support was completed accurately by coordinating with school administration to check monitor configuration, network speed, and proper hardware setup.● Collaborated with technicians at other schools to document large-scale projects, including offsite hardware requests, internal moves, proper asset management, removal of obsolete hardware, and efficient ticket tracking through Service Desk Plus.

Nashville, Tennessee, Us

● Assisted customers over the phone with technical issues regarding their phones or other devices.● Conducted research and devised innovative solutions to common technical issues for Verizon customers, resulting in a 67% reduction in call resolution time.● Participated in team meetings to strategize and improve performance rates.● Promoted products that provided customers with top-tier services at a bundled price.● Assisted teammates in resolving customer escalations, contributing to an overall 42% increase in team metrics.● Consistently achieved the highest metrics in the Orlando location regarding customer satisfaction, call resolution, and bundled services sales, averaging 4 to 7 sales per day.

New York, Ny, Us

● Collaborated with fellow advisors to track student progression and provided guidance to students worldwide on defining goals, reviewing coding concepts, accessing additional resources, and debugging code to pass courses.● Instructed a course on creating web applications using Ruby with the Rails framework, grading student projects and offering solutions to their assignments.● Held to high standards of communication, responsiveness, accountability, and a passion for supporting learners.● Demonstrated expertise in HTML, CSS, JavaScript, jQuery, Python, Ruby, Rails, Git, and Linux Command Line, effectively explaining software development concepts to students.Codecademy is the easiest place to learn to code online, with 300+ hours of online content provided for free to millions of learners around the world.

Orlando, Fl, Us

● Collaborated on employee and management feature requests and bug fixes, contributing to the successful implementation of new features and the resolution of issues across multiple projects.● Provided valuable support and assistance to fellow Development Operations team members, actively participating in brainstorming sessions to generate ideas for potential new projects.● Demonstrated proficiency in writing comprehensive and well-documented code, ensuring ease of understanding and clear communication with peers and supervisors.● Maintained a proactive approach to staying up-to-date with the latest development technologies, integrating creative coding principles to enhance project outcomes.● Effectively communicated with various departments to gain a deep understanding of feature ideas and translated them into well-defined development requirements, fostering seamless collaboration throughout the development process.

New York, Ny, Us

● Developed comprehensive flowcharts and user flows, resulting in improved efficiency and enhanced usability of the web application.● Successfully managed access control for a user base of over 600 individuals, ensuring that all users had appropriate permissions and resources to perform their tasks effectively.● Collaborated closely with the Department of Information Technology (DIIT) support team, proactively maintaining system functionality, rectifying data entry errors, and thoroughly testing and reviewing system changes.● Efficiently maintained and managed email distribution lists and data feeds, guaranteeing that all relevant stakeholders had seamless access to essential information and resources.● Assumed the key responsibility of being the primary contact for inquiries from the State Education Department (SED), managing the review of SED error logs and redacted decision logs.● Implemented a robust bug tracking sheet, effectively identifying and addressing recurring issues within the web application, leading to enhanced overall performance.● Actively participated in monthly meetings, contributing to collaborative discussions on identifying and resolving issues and implementing effective solutions for continuous improvement.

San Jose, California, Us

● Conducted rigorous Quality Assurance and User Experience testing on proprietary software developed by the company, ensuring that products met specifications and delivered a high-quality user experience.● Collaborated seamlessly with a cross-functional team to define requirements, develop new features, and successfully launch the CA Securities App.● Utilized Objective-C and Xcode to develop innovative app features, leveraging parse.com and Amazon Web Services for efficient backend storage.● Authored and compiled a comprehensive User Guide documentation, incorporating step-by-step instructions and diagrams to facilitate user navigation within the app.● Demonstrated the Mobile Marketing App to Senior Executives at CA, effectively presenting key user cases and highlighting prominent product features.● Played a crucial role in releasing IP addresses for use with Infoblox, ensuring smooth and efficient app functionality.

New York, Ny, Us

● Spearheaded the development of comprehensive test scenarios and meticulously crafted test scripts for the pro bono manager application, ensuring seamless functionality and optimal performance.● Generated detailed physical architecture diagrams, effectively illustrating the data upload procedure for the pro bono manager app, streamlining the understanding and communication of technical processes.● Adhered to established processes and documentation standards while crafting test scripts, promoting consistency and efficiency in the testing process.● Leveraged JIRA as the primary tool to track and conduct tests for the data upload process in the pro bono manager app, diligently documenting any identified issues and proposing improvement measures.

New York, New York, Us

● Actively participated in project-based assignments, encompassing data analysis, testing, release management, and providing production support, contributing to the seamless functioning of critical applications.● Collaborated closely with senior team members, comprehensively understanding and documenting business requirements, and proposing effective solutions to address the identified needs.● Made valuable contributions to the Citi Securitized Markets (CSM) Technology Team, actively engaging in various applications and projects to enhance operational efficiency.● Led User Acceptance Testing (UAT) efforts, effectively preparing for the successful implementation of version 2.0, ensuring the delivery of a robust and high-performing system.● Authored and maintained procedure manuals, offering comprehensive background information and detailed processes for essential tasks, including daily reports reviewed by senior management, thereby facilitating informed decision-making and streamlining operations.

Aws Cloud Practitioner'S Certification, Cloud Computing

Web Development

Comptia A+, Information Technology

Quality Assurance And Usability Design

High School Diploma, Academics