Overview
Work History
Education
Skills
Certification
Timeline
Generic

Alexander Galarza

Cypress,TX

Overview

5
5
years of professional experience
1
1
Certification

Work History

Field Support Technician/Tier 2 Technical Support Specialist

H&R Block
08.2023 - Current
  • Maintained office technological standards by ensuring the seamless operation and functionality of all hardware, software, and networking systems across 19 office locations within the Houston area.
  • Processed a high volume of technical support cases over the phone through Salesforce, averaging 25-40 cases per day for several days each week, demonstrating exceptional time management and prioritization skills to meet service level agreements and user expectations.
  • Collaborated with cross-functional teams to implement IT initiatives, upgrades, and migrations, minimizing disruption to daily operations.
  • Ensured the security and confidentiality of sensitive client data by strictly adhering to established guidelines and protocols for handling and safeguarding information.

Amazon Fulfillment Associate

Amazon
05.2021 - 08.2022
  • Tested/Configured corporate computers and peripherals to diagnose hardware and software problems.
  • Used Microsoft tools to create correspondence, edit spreadsheets and develop presentations.
  • Identified issues, analyzed information and provided solutions to product problems.
  • Maintained safety and efficiency to maximize performance over 130% daily

Audio/Video Technician

I.E. Smart Systems
05.2019 - 08.2019
  • Interpreted technical data from drawings, blueprints, schematics and service manuals.
  • Installed TV systems, background/foreground music systems and drive-through intercom systems to Education Industry.
  • Provided troubleshooting services in integrating professional audio/video systems.
  • Used team coordination and planning skills to achieve results weeks to months ahead of schedule

Education

Associates of Applied Science in Cybersecurity -

Lone Star College System
Spring, TX
12.2024

Associate of Arts -

Lone Star College System
Spring, TX
05.2023

High School Diploma -

Cypress Ridge High School
Houston, TX
06.2019

Skills

  • Quick Learner
  • Self-Motivated
  • Communication skills
  • IT support
  • CCNA
  • Operating Systems
  • Troubleshooting and Diagnostics
  • Microsoft Windows
  • CompTIA Certification

Certification

CompTIA A+ - March 19, 2023

CompTIA Network+ - April 03, 2023

CompTIA Security+ - May 19, 2023

CCNA - April 13, 2024

Timeline

Field Support Technician/Tier 2 Technical Support Specialist

H&R Block
08.2023 - Current

Amazon Fulfillment Associate

Amazon
05.2021 - 08.2022

Audio/Video Technician

I.E. Smart Systems
05.2019 - 08.2019

Associates of Applied Science in Cybersecurity -

Lone Star College System

Associate of Arts -

Lone Star College System

High School Diploma -

Cypress Ridge High School

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    <ul> <li>Operations Management Responsibilities:</li> <li>Supervised a cross-functional team of over 40, including field technicians, logistics personnel, and customer service agents.</li> <li>Developed and implemented SOPs that improved field installation efficiency by 30%.</li> <li>Managed nationwide GPS device deployments for fleet clients, coordinating logistics, and resource allocation.</li> <li>Maintained service-level agreements (SLAs) with clients, ensuring a 95%+ client satisfaction rate.</li> <li>Monitored and managed the inventory of GPS tracking devices and installation equipment.</li> <li>Generated and presented monthly operational performance reports to executive leadership.</li> <li>IT Management Responsibilities:</li> <li>Led the administration and technical maintenance of the Nsoroma GPS tracking platform (web and mobile).</li> <li>Oversaw server infrastructure, software updates, and data security across internal systems.</li> <li>Integrated third-party APIs into the company’s GPS platform for enhanced client reporting.</li> <li>Provided tier-2 technical support for software and hardware issues, reducing resolution time by 40%.</li> <li>Implemented cybersecurity protocols and backup solutions to secure client data.</li> <li>Researched and deployed new GPS hardware models, reducing device failure rates by 25%.</li> </ul> at NSOROMA GPS LTD<ul> <li>Operations Management Responsibilities:</li> <li>Supervised a cross-functional team of over 40, including field technicians, logistics personnel, and customer service agents.</li> <li>Developed and implemented SOPs that improved field installation efficiency by 30%.</li> <li>Managed nationwide GPS device deployments for fleet clients, coordinating logistics, and resource allocation.</li> <li>Maintained service-level agreements (SLAs) with clients, ensuring a 95%+ client satisfaction rate.</li> <li>Monitored and managed the inventory of GPS tracking devices and installation equipment.</li> <li>Generated and presented monthly operational performance reports to executive leadership.</li> <li>IT Management Responsibilities:</li> <li>Led the administration and technical maintenance of the Nsoroma GPS tracking platform (web and mobile).</li> <li>Oversaw server infrastructure, software updates, and data security across internal systems.</li> <li>Integrated third-party APIs into the company’s GPS platform for enhanced client reporting.</li> <li>Provided tier-2 technical support for software and hardware issues, reducing resolution time by 40%.</li> <li>Implemented cybersecurity protocols and backup solutions to secure client data.</li> <li>Researched and deployed new GPS hardware models, reducing device failure rates by 25%.</li> </ul> at NSOROMA GPS LTD

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Alexander Galarza