Mark L. Hernandez

Eastvale, California

909-***-****

ac7tvw@r.postjobfree.com

https://www.linkedin.com/in/marklhernandez

mailto:ac7tvw@r.postjobfree.com

Summary of Qualifications:

I offer over 25 years of professional experience in networking and telecommunications including LAN/WAN, and data centers. My experience includes project manager for multiple large-scale projects and responsible for creating request-for-proposals (RFPs), statements/scopes-of-work (SOWs), management of project plans, timelines, resource schedules, budgets, vendor selection and implementation of Telecommunications, Network, VoIP, Video Surveillance, and Wireless technologies.

My experience has been instrumental in the development, construction and relocation of several data center facilities and major administrative offices; this includes the design and coordination for installation of voice and data cabling, server hardware, SAN/NAS storage systems, and rack/cabinet placement, HVAC/BTU requirements, Single and 3-Phase electrical distribution & monitoring, backup power requirements, coordination of vendor and general contractor work, and acting as internal liaison between facilities planning and end-user community.

My experience with Microsoft Office Suite includes using MS-Project to prepare detail project work plans, resource planning and schedules; using Excel to create charts, various graphs, using formulas and pivot tables; and preparing detailed diagrams (logical & physical) using Visio Diagramming Tool.

Professional Experience:

Microsoft Corporation / Aditi Staffing; Corona, CA

Data Center Infrastructure Capacity Planner

June 2018 – Present

Responsible for monitoring, identifying and tracking key issues related to Infrastructure Capacities within Microsoft’s Global Data Centers.

Initiate corrective engineering actions with support from Senior Leadership and various PMs in conducting remediation activities when collecting information necessary to complete deliverables

Targeted leased data centers to gather power, cooling, and space availability (40 datacenters across multiple cities in various countries)

Document constraints across the Data Centers and work with leadership and data center staff to determine solutions for unblocking constraints. Constraints can include space limitations, cooling, network systems, and existing power plant.

Power Infrastructure forecasting includes capacities for contracted power, allocated power, reserved power capacities and actual power utilization.

Perform data center power plant capacity planning and identify existing & future power related issues.

Commission data centers with experience & knowledge of electrical infrastructure and full understanding of power & electrical distribution.

Dignity Health / Rose International; Ontario, CA

Senior IT Implementation Project Manager

January 2017 – June 2018

Senior IT Implementation Project Manager for major IP-Based projects for Unified Communications (UC), including Contact Center, VoIP, Wireless upgrades, network refresh and Security.

Conduct project installations at Medical Centers, Medical Office Buildings, Administrative Centers, Medical Record Office and Storage Facilities.

Coordinated and communicated recommendations to internal support staff, and Operations, Administration & Maintenance (OAM) staff, including Executive staff.

Replacement of older legacy PBX, ACD, CTI, IVR and technology integration requirements.

Interface with vendors and other internal departments to deliver complete products.

Manage the implementation process to ensure conformance to design specifications and industry standards (TIA/EIA, BICSI).

Conduct site surveys of existing buildings to gather and document information required for the planning, design, construction and implementation of new or replacement of voice, data, cabling systems.

Migrate facilities from older T-1/PRI trunks to new SIP technologies for integration compatibility.

Comply with both OSHPD & City/County codes for low-voltage & wireless installation & construction services.

Collected and published metrics against Service Level Agreements (SLAs).

So. California Edison (SCE) / Zones, Inc.; Rosemead, CA

Senior Telecom. Project Manager

July 2016 – December 2016

Assigned to So. California Edison’s GRID Transmission & Distribution - Telecommunications Section.

Lead the coordination & installation of wired & wireless networks for SCE’s GRID Modernization initiative across the 50,000 square mile SCE Service territory.

Conduct Wireless & Antenna site surveys for communications upgrades at SCE MEER & Substation facilities.

Prepare and deliver effective documentation and presentations on project technical artifacts and overall solution/projects architectures and designs.

Facilitate the escalation and resolution of strategic design and implementation issues through the IT Operation & Installation Standards.

NERC-CIP impacted position - Completed specified training to gain un-escorted access to various work locations to perform necessary job duties.

Drive critical network technology decisions. Ensure that related communication areas are integrated appropriately from a network technology and GRID modernization perspective.

Perform and coordinate technology implementation projects for Information Technology.

Work with program managers to plan technical work and identify risks and issues.

Communicate with major program stakeholders, executives and senior management on key network technical decisions, program status, technical issues and risk.

AT&T Consulting Solutions / Login Consulting; Tustin, CA

Senior IT Project Manager

January 2016 – July 2016

Assigned to California State University’s Common Network Initiative Project (CSU-CNI)

Upgrade twenty-three (23) Campus locations and Chancellor’s Office by replacing the Cisco-based network switches with Alcatel-Lucent.

Conduct site surveys of campus sites and off-campus locations to gather and document discovery information required for the planning, design and implementation of Alcatel-Lucent Route & Switch services.

Monitor installation of new or replacement of fiber optic backbone systems.

Interface with internal AT&T departments and CSU Campus staff to deliver complete product.

Develop and manage project plan with Campus staff to establish a coordinated implementation plan.

Manage the implementation process to ensure compliance to both CSU and AT&T operational, installation and design specifications.

Conduct parallel network installation to ensure operational functionality. Conduct migration of end users and devices when network has been validated.

Data Center, Server Farm and Wireless services migrated to new Alcatel-Lucent network after validation.

Perform project close out and administrative tasks under ITIL v3.0 processes.

Kaiser Permanente / ATR International; Ontario, CA

Senior IT Project Manager

November 2013 – November 2015

Act as Senior IT Project Manager for major IP-Based Voice, LAN/WAN, Wireless and Security projects.

Oversee project installation parameters at Medical Centers, Medical Office Buildings, Administrative Centers, Medical Record Office and Storage Facilities.

Coordinated and communicated recommendations to internal support staff, and Operations, Administration & Maintenance (OAM) staff, including Executive staff.

Replacement of older legacy PBX, ACD, CTI, IVR and technology integration requirements.

Upgrade locations from older telephone circuits to newer SIP trunks, including porting of DID numbers.

Interface with vendors and other internal departments to deliver complete products.

Manage the implementation process to ensure conformance to both Kaiser design specifications and industry standards (TIA/EIA, BICSI).

Conduct site surveys of existing buildings to gather and document information required for the planning, design, construction and implementation of new or replacement of voice, data, cabling systems.

Comply with both OSHPD & City/County codes for low-voltage & wireless installation & construction services.

Collected and published metrics against Service Level Agreements (SLAs).

The County of Los Angeles / Rydek Staffing; Los Angeles, CA

Senior Telecommunications Project Manager

May 2013 – November 2013

Manage the implementation process to ensure conformance to both County specifications and industry standards (TIA/EIA, BICSI, NEMA, etc.) adopted by the County.

Key projects include complete infrastructure planning and design for new construction of the Martin Luther King Jr. Multi-Service Ambulatory Care Center (MLK-MACC) Project; Emergency Operations Center VoIP Migration Project; Pasadena/West Covina Courthouse Cat-6 Cable Upgrade Project.

Interface with vendors and other County organizations to ensure delivery of complete, functional products.

Design, manage, implement and support Cisco-based communications network, wireless networks, VoIP, audio/video, security systems and premise wiring systems to meet County user requirements.

Conduct site surveys of existing buildings to gather and construction document information required for the planning, design and implementation of new or replacement of voice, data, audio/video, security and cabling systems.

The Walt Disney Company / Xerox Business Services; Burbank, CA

Manager; Network Voice Engineering

July 2012 – May 2013

Oversee The Walt Disney Company’s voice network engineering technology and support services.

Manage twelve (12) TDM/VoIP Voice engineers supporting Cisco and Nortel/Avaya voice platforms.

Responsible for the timely processing of all production processes, system monitoring and job support while ensuring timely delivery of production services to meet our service level agreements.

Develop and align telecommunication systems to support Disney business growth and strategy and stability.

Communicate with stakeholders to provide accurate reporting and information regarding ongoing projects and initiatives. Ensure service levels are met and contract term adherence.

Project planning, execution, monitoring and resource balancing skills with the ability to support multiple simultaneous projects.

Analyze data and situations, reason logically, draw valid conclusions and develop effective solutions to systems problems.

Stay current with emerging trends and technological advances in the industry.

Cedars-Sinai Medical Center; Los Angeles, CA

Lead Data Center Infrastructure Planner

January 2009 – March 2012

Responsible for construction of facilities and infrastructure planning within the Tier-4 class data center.

Interface with customers and appropriate support groups to resolve complex issues.

Prepare master floor plan layout and track generator/UPS/RPP/rack power loads to not exceed capacities.

Identify physical hardware placement based on U-size, floor load, rack space, cable and power availability.

Coordinate with application owners and network team for any planned outages for corrective actions.

Interact with various staff levels for the planning, preparation and installation of various servers, network devices, network appliances, SAN/NAS storage, disk arrays and other ancillary equipment (PUE/DCIE).

Responsible for facilities design, installation & construction of critical infrastructure planning, capacity planning, power, cooling, cabling and space management.

Perform project management and problem analysis functions and problem resolution.

Manage the facilities, logistics, transportation and asset management of data center hardware.

Involved with Change, Configuration, Problem, and Incident management processes for coordination.

Work with vendors and operations personnel to ensure adherence to data center standards.

Data Systems Worldwide; Woodland Hills, CA

Director of Technical Operations

December 2007 – October 2008

Managed eight (8) high-level Cisco engineers, including project resources, timelines and expenditures.

Project manager for new Telecommunications, Network, VoIP, Video Surveillance, and Wireless technology implementations.

Oversee four (4) staff members in Help Desk Operations using ITIL developed processes.

Created visibility through project tracking, resource management and timeline scheduling.

Partnered with finance to understand and improve operational costs. Improved the gross margin for DSW’s service business and high-value product line.

Created clear and repeatable processes and communicated the DSW service offerings to customers and partners.

Partnered with service managers to mentor resources in consulting services and with sales to understand, improve and identify key sales opportunities.

Developed solid project statements & scopes-of-work (SOWs).

Managed, maintained and tracked key staff certifications and hired and managed subcontractors and new project support resources.

Managed quarterly review process for all support resources.

Negotiated operational contracts to improve pricing.

Improved employee, vendor and customer satisfaction.

MLH Consulting Services; Alta Loma, CA

Senior Telecommunications Project Consultant

June 2005 – November 2007

Perform independent Telecommunications & Network consulting services for:

Los Angeles Unified School District

oAssigned to Los Angeles Unified School District (LAUSD) Safety & Technology Upgrade project.

oOversee construction & installation of Intrusion, Electrical, Data, and Pathways to LAUSD standards.

oManaged, coordinated and oversaw installation of general contractor and sub-contractor work.

oResponsible for the architectural design and overall implementation of services.

oProvided weekly status reports to Verizon and LAUSD regional project manager.

oCompleted 6 schools within 12 weeks to meet the mandatory September deadline.

County of San Bernardino

oAssigned to Maintenance and Repair Section. Responsible for service repairs and maintenance of PBX and voice transmission systems at all San Bernardino County locations.

oWork with San Bernardino County Sheriff’s Dept., Superior and Criminal Courts, Law and Justice Centers, Criminal and Detention Facilities, and various school districts for support services.

oOversaw eight repair technicians and eight installation technicians. Assigned day-to-day work activities and responded to urgent requests.

oPerformed project management and scheduling of new installation projects.

oAdhered to and implemented existing and new San Bernardino County Telecommunications Infrastructure policies and procedures.

Countrywide Home Loans, LLC

oAssigned to Countrywide Home Loans Telecommunications Design, Planning and Implementation section.

oResponsible for enterprise-wide capacity planning for voice, video and data transmission services.

oPerformed project management and scheduling of new installation projects.

oReviewed existing voice transmission infrastructure at all Countrywide locations and provided recommendations for enhanced services for better Service Level Agreement (SLA) adherence.

oReviewed various transmission reports and worked with existing vendors and telephone company support staff for the upgrade and implementation of expanded services.

oCoordinated and communicated recommendations to internal support staff, and Operations, Administration & Maintenance (OAM) staff, including Executive staff.

oAssigned day-to-day work activities and responded to urgent requests

oAdhered to existing Countrywide’s Telecommunications Infrastructure policies and procedures.

TelePacific Communications

oDeveloped processes and procedures for Customer Technical Support Center. Identified gaps and made recommendations to resolve the discrepancies.

oEnsured timely accounting and completion of all assigned workloads. Utilized problem-solving techniques and developed proper escalation procedures. Prioritized and assigned daily workload for all direct reports.

oImplement new ITIL-based processes to increase customer response and reduce repair time.

oInterfaced with customers, LECs, ILECs and other CLECs. Served as liaison with other departments and various levels of management.

oAdhered to existing TelePacific Infrastructure Policies and Procedures

oBuilt a teamwork environment, promoted personal excellence, and ensured all technicians had a good understanding of their roles and responsibilities

oProvided quarterly reviews of direct reports.

Hyundai Information Systems

oProvided facilities support and infrastructure services to Hyundai Motors of America (HMA) and KIA Motors of America (KMA). Responsible for the design, integrity and security of Network and Telecommunications infrastructure at all enterprise locations.

oAssist in the design, construction and installation of new data center facilities (Tier 3).

oDevelopment and relocation of Network and Telecommunications departments.

oInstallation & relocation of HP/IBM servers and EMC SAN storage devices to new Data Center.

oWorked closely with other departments in the understanding and resolution of all operational issues.

oCoordinated and worked with other technical departments and business units.

oSupervised personnel by developing goals, schedules, training, and performed employee reviews

oManaged carrier-based services and coordinated provisioning and maintenance issues.

oCollected and published metrics against Service Level Agreements (SLAs).

oDeveloped and implemented ITIL operational documents and best practices

oReviewed all planned service affecting activities to assure that service outages were held to an absolute minimum.

Tenet Health Systems; Anaheim, CA

Telecommunications Manager

November 2001 – April 2005

Managed the facilities (power, cabling, voice, data & network) at ten nationwide collection locations and three regional Call Centers.

Managed up to eleven (11) internal team members to conduct analysis and prepare project scopes, create facilities drawings, specifications, cost estimates, and project schedules.

Act as the single-point-of-contact (SPOC) and liaison for all customer communications and contacts.

Initial contact and consultation, site reviews, progress meetings, status reports, and documentation.

Oversee change, configuration & problem management processes for network & telecommunications.

Designed and provided guidance and direction on tactical and strategic PBX, ACD, CTI, IVR and carrier-based solutions with a high degree of technology integration requirement in complex, multi-platform Call Center environments.

Developed telecommunications network infrastructure proposals for the construction sites that were working with architects and contractors.

Conducted formal technical and functional evaluations of Call Center technologies to identify features and functional gaps and opportunities for efficiency improvements.

Developed Request-for-Proposals (RFPs) and Request-for-Quotes (RFQs), made recommendations, evaluated RFP responses, and prepared management reports.

Directed and participated in the planning activities for telephony operations through preparation of business plans, budgeting and forecasting.

Performed network traffic analysis and network capacity planning requirements for all transmission systems.

Developed company-wide standards for Telecommunications, including structured cabling standards, Move-Add-Change processes, trouble reporting procedures, and internal and external problem escalation.

Prepared Disaster Recovery and Business Continuity documentation and processes.

SBC/PacBell; Irvine, CA

Senior Project Consultant

August 2001 – November 2001

Managed, coordinated and performed the installation and configuration of Nortel Symposium Express Call Center ACD Client/Server software.

Provided weekly status reports to SBC/PacBell’s Southwestern Regional Manager.

Developed management reports for call-volume statistics, agent performance and overall system performance.

Worked cross-functionally with Infrastructure Enterprise Architecture (EA) in the Call Center Technology standards development process.

Performed maintenance and trouble shooting of hardware and software problems.

Conducted meetings and surveys with internal business partners to ensure successful completion and installation of end product.

Provided assistance and guidance to the staff in the installation, testing and optimizing of new and existing network and telephony software releases.

Developed and implemented Call Center requirements and processes based upon specific in-bound call Skill Set based routing specifications.

IndyMac Bank; Pasadena, CA

Telecommunications Manager

July 2000 – July 2001

Manage the development of a newly created Telecommunications department.

Developed standards and procedures, request-for-proposals (RFPs), made recommendations and prepared management reports. Prepared job descriptions, hiring policies, departmental processes, and paper flow.

Oversee company-wide implementation of IT processes, policies and procedures for telecommunication services.

Responsible for the integrity of voice and data infrastructure at various nationwide and regional locations, acted as vendor liaison, and provided ongoing development of procedures and streamlined processes where applicable.

Developed, designed and constructed two (2) new data center facilities (Sierra Madre & La Mirada).

Server & PBX hardware relocations performed.

Instrumental in the development of their new 24x7x365 Call Center supporting customers and clients needs.

Performed project management, product selection and implementation, budgetary development and administration, performance evaluations, training and bill reconciliation.

Technical Skills Summary:

Voice Systems – Cisco UC, UCCE/X, CCM VoIP & ICCM, Avaya PBX’s (Definity G1, G3, Intuity, Merlin ), Avaya Predictive Dialer, Aspect & Concerto ACD, Audix Voicemail, OcTel Voicemail, Nortel Meridian PBX’s (Option 81C, 61C, 11C), Nortel Norstar Key Systems, Rolm 9751/8000, Mitel SX-100 & SX-200, Nortel Symposium Express ACD (SCCS), Meridian Voicemail, Meridian Max ACD, Telecorp ACD, IBM AS/400 Telecom. Control System (TCS), Aspect & Concerto ACD, Meridian Administrative Tools (MAT), Nortel Optivity Communication Management System (CMS), Syntellect IVR, Innervoice IVR, Nuance IVR, Witness Recording System, and NICE Recording System.

Data and Video Systems – Cisco Routers & Switches 9500/6500/4500, Cisco 3570G & 3560G Switches, Cisco Routers 7500/5500/2660/1900, Oracle/Citrix Servers, EMC SAN/NAS Storage, NetApp Storage, IBM x3650/x3755/x3855 Series Servers, IBM Blade Servers, HP Power-Edge Servers, 3Com Remote Access Server, Nortel Passport 6000/7000, HP Openview, Cisco Works, Synoptics & Bay Network Hubs, Polycom Audio & Video Systems, PictureTel Video Systems, CLI/Vtel Video Systems, and Tandberg Video Systems.

Transmission and Cabling Methods – Lucent 5ESS, Nortel DMS-100/250, Software Defined Networks (DSN), Leased-Line Services, MPLS, ISDN, xDSL, VPN, ATM, SONET, Frame Relay, T-1, T-3/DS-3 and OC-3/12/48 fiber-optic systems, fiber channel Harris-Farinon Megastar 2000/DVM-6 Microwave & DDM 2000 Channel Banks, Alcatel Microwave, Lynx Spread-Spectrum System, Cellular & PCS Networks, 800MHz & 900MHz Networks, 1.2Ghz-18GHz Microwave Systems, VHF & UHF Two-way Radio & SCADA Systems, Ethernet 10/100/1000 Base-T, Cable Category 3/5/5e/6/6a & fiber optic cabling, EIA/TIA/BICSI/ITU/IEEE/NEMA and LEED Standards, various CSU/DSUs, Channel Banks, Telnet, TCP/IP, BGP, OSPF, EIGRP, PPP, FTP, RIP, SIP, LDAP, SNMP, and SMTP.

Software and Other Systems – PlanView, Microsoft Dymanics AX 2012, Microsoft Dynamics CRM, Microsoft Power BI, SAP/Ariba, Remedy, Oracle Primavera P-6, ITIL2/3-Based Processes, SmartTerm, SmartSheet, Anymedia, Attachmate Extra, Navigator Windows NT 4.0/3.5, WIN-10/7/XP/2000/98/95/31, Visio, MS-Word, MS-Excel, MS-Project, MS-Access, Adobe Acrobat, Blue Pumpkin WorkForce Software, Erlang Traffic Management Software, Procomm Plus, PCAnywhere, CTI, CRM and Crystal Reports 2.0, Rackwise Data Center Management (DCIM) Software, Single and 3-phase power, PUE & DCIE reporting.

Education:

College: California State Polytechnic University (CalPoly) – Pomona, CA

Course of Study: Economics

College: Mount San Antonio College (Mt. SAC) – Walnut, CA

Course of Study: Business Administration

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