Hernán Pérez

**** ***** ******* **, ****, NC ****2 • ad32re@r.postjobfree.com • 919-***-****

OBJECTIVE

Knowledgeable and responsive IT professional with 8+ years of work experience in technical and customer support. I will always take ownership of difficult challenges when they occur to achieve an outcome that is in the best interests of your company. EDUCATION

Information Technology Specialist Certification

May 2016

MyComputer Career, Raleigh, North Carolina

Bachelor of Arts in Economics with a Minor in Business Management May 2007

Stony Brook University, Stony Brook, New York

Associate Degree in Business

June 2004

Mohawk Valley Community College, Utica, New York

RELEVANT TRAINING, SKILLS, AND ABILITIES

• Over nine years of experience in technical and customer service support

• Skilled in designing, developing, and maintaining security regulations.

• Software & Hardware Experience: Palo Alto, Citrix, PC Solve, LOTUS 123, Cisco Jabber, Slack, Salesforce, ServiceNow, Windows 10 & 11, Microsoft Authentication, SharePoint, OneDrive, OneNote, Outlook, MS Excel and MS Word.

• Outstanding troubleshooting and analytical skills.

• Experienced in management and training.

• Leadership and supervision experience

• Skilled in analyzing and coaching.

• Can work under high-pressure environment with efficiency.

• Excellent communication and written skills

• Top Secret Security Clearance, January 2013

• Secret Security Clearance, January 2010

• Languages: English and Spanish

PROFESIONAL EXPERIENCE

Sr. Systems Engineer of Cognizant/ Gilead in Raleigh, NC 2023-Present

• Manage Risks, Issues and action logs and obtain JP sign offs Manage regional resources and Team Leads assigned to Field Services Delivery Plan Resource Training Plans.

• Work closely with our Third-Party Partner Network and manage service provided and relationships.

• Desk side Support Management duties and process Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.

• Ensure Management of Full Time or Dispatch Engineers at various locations in the region via documented process to our Delivery and Partners.

• Periodic reviews with JP and Vendors

• Provide new end users hardware imaging and deployments support

• Support end users with MS Office and Office 365 issues.

• Review and approve vendor invoices for payment.

Technical Support Analyst, TiVo, Durham, North Carolina 2019 - 2023

• Responds to customer product inquiries via CRM system or phone.

• Perform basic configuration and troubleshooting as requested by customer.

• Assist basic configuration and troubleshooting as requested by customer.

• Assist with customer issues during deployment, configuration, operation, maintenance, or compatibility matters.

• Process all new product deployments and configurations.

• Document and escalate technical issues as appropriate.

• Ensure all customer interactions are properly documented in the TiVo ticketing system.

• Serve as weekly after-hours 24/7 support on-call on rotating basis.

• Provide hardware, software, and network problem diagnosis/resolution via telephone/ email/chat for customer's end users.

• I used Microsoft BitLocker to improves file and system protections by mitigating unauthorized data access

• Help end users configure systems and automate administrative tasks, with PowerShell.

• use SCCM to enables the management, deployment and security of devices and applications across my company.

• my role I use TN3270 Software Packages to provide a standard method of interfacing terminal devices and terminal-oriented processes to each other.

• my experience I will check to see if Adobe Acrobat needs an update, and update it if it does. Restart Acrobat after closing all programs running in the background. Scan to see if the PDF has malware, since Adobe Acrobat could be protecting the end user by not opening the PDF.

• my experience with Ethernet topology networks, I work with the network team by sending each other data packets: blocks of data individually sent and delivered. As with other IEEE 802 LANs, adapters come programmed with globally unique 48-bit MAC address so that each Ethernet station has a unique address.

• IT technical Service Representative in English and Spanish IT Desktop Technician, HCL America, Cary, North Carolina 2016 - 2019

• Performed installation, troubleshooting, and repair of Palo Alto and Citrix software

• Provided hardware/software/network problem diagnosis/resolution via telephone/email/ chat for customer's end users.

• Experienced user of Windows 10 and Windows 11 operation system

• Maintained Security Regulation with the Rockwell Automation project.

• Used Active Directory security tools to creating new accounts and passwords

• Supported Office 365 applications including SharePoint, OneDrive, OneNote, Outlook, and Microsoft Team

• IT technical Service Representative in English and Spanish Technical Support Engineer, BB&T Bank, Philadelphia, Pennsylvania November 2015

• Managed the adoption and conversion of new technology and software

• Facilitated the installation and setup of new communications systems. United States Army

2010 – 2015

1-73rd Cavalry, 2nd BCT, 82nd Airborne Division, Fort Bragg, North Carolina Deployed to Iraq: Iraq Freedom Mission

2011

• Instructed, supervised, and trained new recruits.

• Supervised and managed the financial department, soldiers’ personal records and insurances policy of the company.

• Supervised over 6 personnel whose duties included filing office forms, update records and awards, and stocking office equipment.

• Assisted in highly intensive professional and physical trainings five times a year.

• Conducted background sourcing and gathered documents, research, and reports.

• Provided security; inspected and maintained military equipment.

• Served as a static guard and gate over watch and provided defense in depth.

• Military Awards:

• Iraq Campaign Medal - Campaign Start, January 2012

• Army Commendation Medal, January 2012

• Iraq Achievement Medal, January 2012

• The Meritorious Unit Commendation, January 2012

• Overseas Service Ribbon, January 2012

• Non-Commissioned Officer Professional Development Ribbon, March 2011

• The Army Achievement Medal, February 2011

• The Global War on Terrorism Service Medal, June 2010

• The Army Service Ribbon, January 2010

• National Defense Service Medal, January 2010

Account Manager, Building Security Services, New York, New York 2007 - 2009

• Manage all day-to-day operations including maintain buildings and facilities in a safe and responsible manner.

• Supervised multi-disciplinary teams of more than 200 staff members including building manager, maintenance, grounds, and custodial workers.

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