Aurelio Hernandez

**** ******* **. ******** **, *0215

Cell 720-***-****

Email: ad1rxi@r.postjobfree.com

Qualifications Summary

As an experienced Desktop/Help Desk Technician, I ‘m passionate about providing excellent customer support and technical expertise with desktop, laptop computers, smartphones, and tablets across various computer services and business applications, including extensive audiovisual support.

Professional Summary

●11 years of experience as a Desktop\help desk professional providing frontline technical support with desktop, laptop computers, smartphones, and tablets.

●Avaya, Cisco phone configuration, support on Cisco routers, LAN\WAN, TCP\IP protocol

●As a Help Desk resource, assisted staff members with access and usage of administrative applications, collaboration technologies, and presentation support services.

●Installation of Windows OS Platforms, Reimaging machines with Ghost, Lite touch, and deploying, laptops, desktops and troubleshooting

●Knowledge of business applications, presentation software, and web conferencing services.

●Hardware installation on HP and Dell Laptops\Desktops

●Active Directory Catalog Maintenance. Microsoft Exchange Server 2007,2010, 2016

●Proficient with multiple ticketing platforms including, Alteris, Heat, Service now, Remedy, Jira and ITSM

●Knowledge of business applications, presentation software, and web conferencing services.

●Advanced technical expertise with Windows desktops and laptops, basic technical knowledge of Mac desktops and laptops, and with Android and iOS mobile devices.

Technical Skills

Windows & Mac iOS, SCCM 2007, 2010,2012. JAMF configuration, Google Suite support, Citrix GoTo Meeting support, Cisco Webex support, Office suite 07,10,16, Active Directory catalog maintenance, Avaya, Cisco, Heat & ITSM, ServiceNow, Remedy, Alteris, Sales Force, Chart Maxx, Microsoft OS installation, Microsoft Servers 2008 R2, 2012, Skype For Business 2016, Network Troubleshooting, Dell, HP hardware

Professional Experience

IT Technical and Network support

Navajo Incorporation 04/2023 - 06/2023

● Provide Tier 2 support with hardware, software, and printers

● Upgrade, support, and Installation of Windows XP, Windows 7, Windows 10 OS, and applications to PC’s\ laptops

●Active Directory and Azure maintenance

●Microsoft Office 365, and Exchange 2019 maintenance

●Troubleshoot Zebra scanners, and printer

●Assist with monitoring Cisco Meraki and report any issues to the Network team

●Assign users to single sign on via Yubikey and or DUO MFA

IT End User Client Computer Analyst (contract)

Common Spirit Health 03/15/2022 - 09/12/2022

● Provide Tier 2 with hardware, software, printer support.

● Installation of Windows 10 OS, applications to PC’s\ laptops

● macOS's installation and Parallels configuration

●Procure the purchase of computer hardware, peripherals, and software.

●Troubleshoot issues with OKTA, Oracle, Google WorkSpace, Microsoft Office 2010&2016,Citrix Workspace and other clinical applications

●Resolving Incident tickets in a timely manner using Service Management

Helpdesk\Testing assistant (contract)

Mobile Health 09\01\2021 - 12/31/2021

●Install Windows 10 OS, applications to laptops, and printers for end users

●Configure Android tablets with a proprietary software (ScaleFuision) for remote Covid-19 test sites

●Troubleshoot issues with Scalefusion, Windows 10, network, printer issues.

Helpdesk Support Tech (contract remote)

Sunrun 08/01/2020 - 12/01/2020

●Provide Tier 1 and Tier 2 with hardware, software, printer support

●Install Windows, 7, 10 OS, applications to PC’s\ laptops, and printer for end users

●Resolve all issues in a timely manner using the Service now ticketing system.

●Troubleshoot issues with Google Workspace, OKTA, Oracle, Microsoft Office 2010&2016 and other applications

●Assign users to the correct workgroups, assign users the requested distribution list, troubleshoot access issues within Google Workspace

●Troubleshoot Tier1 Salesforce issues.

IT/AV SUPPORT TECH

UCAR 07/2016 – 07/2020

●Provide Tier 1 and Tier 2 with hardware, software, printer support

●Install Windows, 7, 10 OS, applications to PC’s\ laptops, Peripherals, and printer for UCAR Employees

●Assign user access to Gsuite, and Active Directory

●Resolve all issues in a timely manner using Remedy, and Jira ticketing systems.

●Troubleshoot issues with Microsoft Office 2010&2016, Google Apps, Google Mail

●Manage device Endpoints via SCCM\JAMF

●Basic macOS\Parallels troubleshooting

●Assist the system administrators with backing up tape data via Networker

●Trouble issues with Conference room hardware, including connections to Projectors, HD TV’s, Chromebox, and Polycom.

●Procurement of laptops, keyboards/mouse, monitors, printers and accessories as needed for new hires and existing UCAR employees.

Customer Support Engineer \Internal Services 10/14 - 03/16

Integrated Research, Denver, Co

● Provide support to proprietary software (IR Prognosis).

●Troubleshoot network, server, and installation related issues with the customers including firewall issue, network related issues, and server issues.

Technical Support Specialist 03/14 - 10/14

IntelliSource, Denver, Co.

Provide customer interface to resolve first-tier computer support issues and needs on Windows, Macs, IOS, and Android platforms.

● Provide hardware, software, printer support

● Assist IT manager is Windows 2012 server, and 2010 Exchange server support

● Installed Window XP, 7 OS, applications to PC’s\ laptops, Peripherals, and printer for end users

● Assist users with any IS related training may need with applications, hardware, or phone set up.

● Trouble issues with Conference room hardware, including connections to Projectors, HD TV’s, and Polycom.

Desktop support (Contract) 07/12 – 02/14

Covidien, Boulder, Co

●Provide hardware, software, printer, and support for more than 1,500 users

●Avaya phone configuration and support

●Resolve all issues in a timely manner using ITSM ticketing system.

●Troubleshoot issues with Polycom conferencing Hardware and software

●Installed Window XP, 7 OS, applications to PC’s\ laptops, Peripherals, and printer for end users

●Assist users with any IS related training may need with applications, hardware, or phone set up.

●Provide assistance with configuring BlackBerry, I-Phone, I-Pad or any other mobile devices

●Peripheral support IE: Printers, Fax, and scanners

Help Desk / Desktop support (contract) 01/12 – 07/12

Catholic Health Initiatives (CHI), Lonetree, Co

●Remote support for all Clinical sites in the CHI network

●Responded to more than 200 requests per week, including application,

●Hardware and network related issues.

●Responded to and resolved escalated issues from Nurses, medical students, and physicians

●Assisted end users with proper physical network setup and configuration with applications IE: Windows OS, Windows Office, Citrix, Active Directory, Printers, Fax’s, and Scanners.

●Application support for Meditech, Cerner, Allscripts, Epic, Chart Maxx, and other medical applications

Help Desk /Desktop support/ Application Security Analyst 01/11 – 01/12

KForce Staffing /Exempla, Lakewood, Co.

●Responded to more than 200 requests per week including application, hardware, and network related issues.

●Processed all types of security requests including new user setup, application access modification, and removal of access in Active Directory and any affiliated applications

●Assisted the medical staff offices of 3 hospitals to ensure appropriate physician access.

●Participated in a joint effort to revise security process documentation

●Received positive feedback regarding the customer service and technical support provided to all levels of users.

●Installed Windows OS and applications to PC’s laptops, Peripherals, Printers for end users

Help Desk – Printer\Asset management 02/10 – 12/11

ProBuild / Kforce Staffing, Denver, Co.

●Provided remote assistance to a Fortune 500 company.

●Required proficiency in Windows 2000, XP, Vista and Windows 7

●Provided software support including setup and troubleshooting PC’s

●Assisted end users with proper physical network setup and configuration.

●Managed inventory, ordering, of all laptops, desktops, hardware, printers, and printer toners

●Image and deploy hardware IE: Dell, HP

Education

●General Education Diploma – Denver Colorado – 1996

●Pursing CompTia A+, Network+ (courses)

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