William Gomez Email & Phone Number

Cocoa, FL, US

• Spearhead the FEMA Hazus Help Desk operations, delivering seamless user support and driving technical issue resolution.
• Cultivated strong customer relationships, resulting in an 80% surge in case volume, reflecting enhanced user trust and engagement.
• Streamlined workflows and optimized case management in Salesforce, accelerating response times and boosting customer satisfaction.
• Led end-to-end testing initiatives to proactively identify and mitigate software issues, directly supporting the launch of future Hazus.
• Delivered high-impact technical documentation and self-service resources, empowering users and reducing dependency on direct support.

Orlando, Florida, United States

• As an IT Generalist III, I've excelled as the linchpin connecting customers with Product Management and Engineering for effective issue resolution. My role hinges on utilizing technical expertise to swiftly diagnose.
• Spearheaded cross-functional collaboration, serving as the pivotal link between end customers and Product Management/Engineering. Utilized technical expertise to diagnose, define, prioritize, and expertly orchestrate.
• Demonstrated efficiency in evaluating and resolving technical issues with precision. Delivered swift solutions, effective workarounds, and valuable recommendations that significantly elevated customer satisfaction and.
• Successfully managed and maintained precise customer issue records, guaranteeing uninterrupted status updates and timely, efficient resolutions for customer inquiries. Enhanced customer communication as the primary.

Miami/Fort Lauderdale Area

• During my tenure at the Infant Development Research Laboratory, I was entrusted with the full lifecycle management of hypervisor deployments, from setup to daily maintenance, ensuring seamless system operations. My.
• Conducted extensive research across diverse domains, demonstrating adaptability and a strong analytical mindset, which contributed to informed decision-making and innovative problem-solving.
• Assumed leadership of programmatic and IT-focused projects, orchestrating seamless execution from inception to successful completion. Diligently adhered to project schedules and proactively communicated deviations.
• Led and supervised an applied research team, fostering a collaborative and productive environment. Established and monitored performance targets, resulting in consistent high-quality output and facilitating.
• Administration of mobile devices, application management, security, and asset tracking within a mixed environment. Conduct compliance audits, and led user training initiatives. Developed a backup and disaster recovery.

Miami, Florida, United States

Playing a pivotal role in software development, I took on leadership responsibilities in both programmatic and IT-focused projects, ensuring their successful execution from inception to completion. I consistently upheld project schedules and proactively communicated any deviations to the program manager, enabling prompt adjustments for project success. I.

Miami, Florida

In my role as a Computer Technician I, I ensured the reliability, security, and peak performance of our local network and servers. I meticulously administered networks and servers, implementing robust security measures to protect sensitive data. My proactive resource management and continuous monitoring enhanced system efficiency, resulting in significant.

Miami, Florida

As an IT Intern, I actively contributed to the improvement and efficiency of various IT systems and applications. I developed SQL queries, designed reports, and applied SQL Server Reporting Services (SSRS) in Visual Basic to enhance the Subrogation Claims System for the Risk Management Subrogation Unit. This involved thorough testing, corrections, and.

• Subject matter expert on new products and ASUS services
• Collaborate with regional managers to establish new and bi-annual goals.
• Budget limited funds and resources.
• Submit reporting that measures various event factors such as influence, goals met, and interactions reached
• Leveraged Social Media technologies to meet short and long term goals
• Create new online content to promote ASUS brand and products

Miami-Dade County

• Write SQL queries and Designed reports for the Subrogation Claims System utilized by Risk Management Subrogation Unit.
• Corrected and tested forms using SQL server reporting services (SSRS) using VisualBasic, tested queries and fixed forms.
• Debugging.Net applications using Visual Studio to analyze and troubleshoot migration related issues.
• Creating and implementing a mobile and desktop template for all County Web Apps in the new ASP.NET Razor format.
• Worked with DB2 to create new queries and adjusted views for reporting.
• Help maintain and troubleshoot network hardware problems.

• Software developer, Project: Audioaid - a Mobile Hearing-aid application on the Android OS
• Learned new technology and programming languages quickly as needed for new projects
• Created and Led many Peer-Led Team Learning (PLTL) Modules for Engineering classes
• Trained new undergraduate student researchers in PLTL and the lab’s research model
• Presented at 6 technical conferences

Bachelors Of Science, Information Technology, 3.1

Activities and Societies: Association for Computing and Machinery, Women in Computer Science, Students in Technology, Academia, Research.

Associate, Arts; Computer Information System, 3.8

Activities and Societies: Volunteer Tutor, Computer Club