Billy Garcia

Background

About Billy Garcia

As a seasoned IT support professional with over a decade of experience, I specialize in Microsoft 365, Azure, and cloud technologies, supporting both end-users and enterprise-level clients. My background spans service desk engineering, technical support, and reporting analytics across multiple industries—including managed services, BPO, and corporate IT. Currently working as a Service Desk Engineer at Booth and Partners (Arraya Solutions), I serve as the first line of technical support, providing Tier 1 and Tier 2 assistance in cloud and hybrid environments. Previously at Accenture, I was part of Microsoft’s Premier Support team, assisting Global Admins with complex issues in M365 apps, ODSP, Teams, and Exchange, as well as managing critical incidents and liaising with Microsoft’s Product Group. My foundation was built at companies like Rhipe PH, Convergys, Sutherland, Harte Hanks, and Aegis, where I held roles ranging from Office 365 Ambassador and SME for Windows/Office to Reporting Analyst and Technical Support. What sets me apart is my ability to combine technical proficiency with strong communication and documentation skills—ensuring that issues are not only resolved efficiently but also contribute to continuous improvement and knowledge sharing. Core Competencies: • Microsoft 365 Administration & Troubleshooting • Azure Fundamentals & Virtual Desktop Infrastructure • Cloud-Based & Hybrid Environment Support • Active Directory & Security/Compliance • Technical Documentation & User Education • Service Desk & Escalation Management • SLA-driven Case Handling Certifications: • Microsoft Certified: Security, Compliance, and Identity Fundamentals • Microsoft Certified: Azure Fundamentals • Microsoft 365 Certified: Fundamentals • Google Cloud Certified Professional – Google Workspace Administrator • Certified Lean Six Sigma Yellow Belt I’m passionate about delivering high-quality IT support and enabling users through technology.