Dennis Fernandez, Jr

*** *. ******** ****, ***** Hill, TX 75104, 214-***-****, ac2l15@r.postjobfree.com

Professional Summary

Respected military leader within career field experience with well more than 7+ years of supervisory leadership experience. Detail oriented with excellent analytical skills, dependable with strong communication skills. Point of escalation for troubleshooting the assigned applications as well as developing incidents using available knowledge resources based on ITSM phases.Experience administering and configuring/developing Service Now via ITSM/ITIL methodology to gained trouble-shooting experience, Account creation and maintenance and Application installation and configuration. Employed orbiting radio communication & satellite, line-of-sight, and tropospheric scatter techniques and conducted tests to restore and maintain wireless systems. Interpreted inspection findings submitted by other inspecting activities, and initiated corrective action. Determined adequacy of corrective action and checks installed and repaired components for compliance with technical publications.

Professional Work History:

Citi Global Command Center (GCC) 11/2016- 5/2017

Performed highly effective monitoring and development in addition to event and fault management of the firm’s infrastructure and applications for the Americas, EMEA, and Asia Pacific regions. Using applications such as Servicenow

Provided rapid response to all actionable alerts in order to execute within the CTI Global Command Center proactive based support model

Provide effective response when answering phone calls into the CTI Global Command Center Hotline. Serve as the entry point for incidents into the support incident lifecycle; this includes initial incident recording and classification

Assist in coordinating conference calls to conduct in-depth technical reviews on on-going incidents and provide notifications to management and business clients regarding critical incidents within dealings within distributed, networking, and mainframe departments.

Recognize severe events as they occur through use of the monitoring tools and engage Command Center Management and Technical Support teams immediately upon awareness of severe technology degradation

Communications Technical Supervisor 01/ 2015-06/2016

Airforce (AFSC) San Antonio Texas

Managed and Developed reported issues for Air Force users via Remedy/ServiceNow and decrease the return to service time when an outage/degradation occurs on the network. Perform trend analysis to identify areas that warrant additional attention and feed that data to Problem Management to initiate root cause analysis on issues that occur frequently on the network.

Network infrastructure including but not limited to, Telephony infrastructure, VoIP, TCP/IP, SONET, PBX, ACD. Switches, routers, load balancers, ITIL roles, SDLC config modules

Distributed services (UNIX), Proxy servers, web architecture and various virtualization infrastructure and Proxy servers, web architecture and various virtualization infrastructures.

Established and maintained wireless radio and satellite systems and equipment maintenance activities and configured and managed system and network connectivity for frequency wireless, line-of-sight, beyond line-of-sight, wideband, ground-based satellite and encryptions.

Managed multiple waveform systems operating across the spectrum, keying and signal devices; telemetry and instrumentation systems.

Effectively able to interact with existing and new customers and Service Desk agents using Remedy to rapidly resolve customer incidents, requests or answer questions using phone, e-mail, chat and desktop collaboration, create Knowledge articles and streamline operational activities/

Documented all communication in Remedy tickets, providing required details to resolve issues and strong written and verbal communication skills.

Resolved Remedy related service requests and restoration to include opened, transferred, worked, and closed ticket Que estimated 260 tickets cleared daily on both commercial and secured networks globally.

Manage support teams to address and resolve outages and handled escalation notification and rapid communications customer’s i.e. colonels, generals, senior leadership and commanders.

Coordinated with base customers to resolve production issues and plan future upgrades and plan and develop Remedy customizations as required supporting daily operations in effort to provided & build Remedy reports as per business needs.

Supervised communication focal point in Incident Management, over 2K hours of experience in REMEDY/Service Now; Oversee and manage platform ticket queues for proper ticket triage and resolution of tickets in proper priority.

Conducted daily updates with the staff and leadership to discuss individual and team qualifications and provide updates with projected timelines for task completions and training purposes.

Interfaced with the resolved team’s requests and trained on how to properly update the incident tracking systems by que’s and assured all process incidents were hitting the required SLA’s timelines.

Communications Focal Point Network Specialist Supervisor 01/201*-******

Airforce Base/Guam & San Antonio Texas

Maintained $1.7M trucking system, which establishes communications between all of Emergency Medical, Encryption Services on Island.

Maintained and managed Airforce base Microsoft Outlook Email Accounts credentials been affected and eliminated any potential threat with team of certified Microsoft technician Subject Matter Experts based on Air force Base guidelines.

Led Ad-hoc/ CSIRT team to monitors functioning of incidents to ensure system operates in conformance with specifications within the DOD contract.

Consult teams with engineering staff to evaluate interface between hardware and software, develops specifications and performance requirements and resolves customer problems within developing software designs.

Servicenow programming application for working on new and existing applications along with enhancements to web sites, web applications, and infrastructure.

Supervised Hub of communications of all Andersen AFB in Incident Management Development; Opened, transferred, worked, and closed ticket Que. Estimated 260 tickets cleared daily on both commercial and secured networks globally through Servicenow.

Installed SATCOM (satellite communications) satellite and wireless communications services for video, voice and data to aid pacific air force command in communication between flying squadrons from japan to Langley.

Managed and compile daily operational reports for the queues from the previous 24 hours, to establish oversight for leadership in respected fields of communication.

Communication Support Tech Lead 03/2012-12/2013

Airforce Base/ Saudi Arabia

Performed lead in a $2.7 M South Gate Project to establish more INFO SEC communication for military base in Saudi Arabia

Maintained security over the whole base watching dependents, worked on commercial communication equipment and networks to ensure safety.

Escorted over 379 foreign nationals that aided day to day operations for superior performance from base.

Ground Radio Communications Specialist 11/2009-02/2012

Airforce Base Little Rock, Arkansas

Primary personal wireless communications expert that maintained over 211 personnel government wireless devices and accounts worth over 3.2 million.

Aided in 154 personnel with the 19th Security Forces Squadron clearances to deployment to Iraq in expedited manner saved 800k in supplies and lead on project management over 2k man hours.

Primary Supervisor for 5 million dollar 2 year contract for Motorola integration security project. Saved USAF 2.3 million in installations and over 5k man hours.

Ground Radio Journeymen-Military Trainee 02/2009-11/2009

Airforce Base BIOOXI, Mississippi

Trained under the United States air force trainer in basic military training, with intense training on electronic principles, crypto/sitcom/radio communications, wireless communication, certified expert in ground communications.

Performed training on radio equipment installations, diagnoses and modification and perform organizational and intermediate repairs on ground common radio equipment as required by military based.

Responsible for troubleshooting and repair of ground common radio systems and related electronic equipment tickets/requests and completed repair orders, and assist in the installation of ground common radio systems.

Credit Review Analyst for HSBC Auto Finance 09/2007-10/2008

2701 Highpoint Oaks Drive, Suite 210 Lewisville, TX 75067

Managed and analyzed the performance of an auto finance loan portfolio to predict and evaluate portfolio performance; identifies, analyzes, and monitors issues that affect profitability, growth, and productivity.

Developed and produced analysis related to loan origination, performance and forecasting, to include manipulating and interpreting data, analyzing/identifying trends, and report’s findings.

Completed ad hoc projects related to the entire function of credit risk, and summarize results using verbal, written, and formal presentation techniques.

Analyzed financial reports, business plans, projections, sensitivity analyses, and industry information using data mining tools to prepare data analysis in effort to produce and extract reports.

Assisted in developing and recommending portfolio policy and procedures, long-term goals and strategic objectives, and recommendations for financial and non-financial strategic alternatives.

Managed individual projects as assigned to ensure adherence to schedule, as well as quality and accuracy of delivered results.

Worked in multiple campaigns on a daily bases, such as FPD (first payment due), MR (midrange 0-30 days delinquent), HMR (high midrange 30-120 days delinquent), and SKIP (skip tracing campaign)

Very experienced in all aspects of auto billing, and auto collections. Have excellent knowledge in national laws and FDCPA regulations. Dealt with over 300-600 accounts on a monthly basis with ranges from 0-120 days delinquent.

Negotiated payments with past due accounts and took payment methods in money gram, check over phone, and western union.

For the 10 months there was number one 3 out of 10 months. Was rated a 4 star performer for being number one two months in a row among over 110-130 collectors on the floor.

The Mobile Solutions 04/2007-6/2007

2601 Preston Rd. # 5542, Frisco, TX 75034

Represented T-Mobile Products through exceptional customer service; always displaying a positive, outgoing personality, while being knowledgeable about the products and services we sell.

Educated T-Mobile customers and offer solutions that pave the way for Mobile sales and assisted with technology questions and provided superior customer service.

Partner effectively in dynamic environments with T-Mobile personnel to maximize every customer interaction in order to support our growing customer base.

Merrill Gardens 07/2005-9/2005

355 Westchester Pkwy, Grand Prairie, TX 75052

Anticipating the needs of the guests and responding politely to their requests are common required tasks.

Set up can include putting out tablecloths and place settings, arranging table placement and putting up a buffet. Banquet servers must adhere to health and safety standards at all times, even when closing down at the end of the event, which may include breaking down the table set up and taking tablecloths and linens to the laundry. Greeted and hosted with superior communication and customer service skills.

The Spot at the Mall 02/2005-06/2005

710 S. Westmoreland Rd. Dallas, TX 75237

Maximized sales by building multiple sales i.e., clothing, shoes, handbags and accessories.

Handled each customer in a courteous and gracious manner with an attentive response to all customers.

Maintained inventory neatly folded and organized by sizes, merchandise zipped, buttoned and hung properly, displays and shelves clean, neat and organized and assisted with inventory and receiving of merchandise.

Professional Deployment History:

United States Air Force 01/2009-05/2016

Guam, Japan, India, Dubai, Saudi Arabia, Germany, Italy, France, Africa, USA

Education History:

American Military University, Charles Town, WV

Bachelors of Science in Psychology May 2015

Community College of the Air Force Associates in Electronics & Telecommunications 05/2013- 05/2016

On-line course for ITIL v.3 Certification

A + certification earned in USAF within COMP TIA Standards

Currently pursuing a CCNA/CCENT certification 03/2017-Present

Achievement Metals

2011 Air Force Achievement Medal

2012 Air Force Achievement Medal

2012 Army NATO Medal

Awards –Air Force Specialty Codes Awarded

2010 AETC Airman of the Year

2011 AETC Airman of the Year

2011 Technician of the year

Contact this candidate