It Support Human Resources

Joseph M. Hernandez

***** **** ******

Hayward California 94544

(510) 581 – 1609

*************@*****.***

TECHNICAL SKILLS:

Support Windows 10 users

Support users running Catalina, Big Sur and Monterey operating system

Microsoft Certified Systems Engineer (MCSE) since 2000 including six courses

Administering Microsoft NT 4.0

Supporting Microsoft NT Core Technologies

TCP/IP on Windows NT 4.0, #688

Networking Essentials MS578

Creating & Configuring a Web Server using Microsoft Internet Information Server-MS936

689 Supporting Windows NT 4.0 in the Enterprise

Implementing Microsoft Windows 2000 Professional and Server

Implementing and Administering Microsoft Windows 2003 Active Directory Domain

Implementing and Administering Microsoft Windows 2000 Directory Services

Designing a Microsoft Windows 2000 Directory Services Infrastructure

Implementing Windows NT Security

Software Packages: Office 2003, Office XP, Office 2000 Professional, Adobe Acrobat, Adobe Illustrator 10, Adobe Photoshop 6.0, Symantec Antivirus Enterprise Edition 8.0, McAfee Antivirus, Symantec pc Anywhere, Computer Associates Bright Stor backup software,

Communication Packages: Earthlink, Eudora, Netscape, TCP 3270,

Operating Systems: Windows 2003 Server, Windows 2000 Server, Windows NT Server4.0, Windows XP Professional, Windows 2000 Professional, Windows NT Workstation 4.0, Windows 98, Windows 95

Administering Microsoft SQL200 data base

Polycom and audio video support

Supported audio visual equipment

Setup and supported audio video equipment for meetings both onsite and offsite

Setup and supported Windows and Android mobile devices

Imaged and Provisioned 1600 Macs to OSX Yosemite

Supported Macintosh OS 10.x

Supported Datacenter

Provide support for over 250 Microsoft users

PROFESSIONAL EXPERIENCE:

Iron Systems Baxter Oct 2024 - Dec 2024

Desktop Support L1

Imaged new laptops

Support Windows 10

Support Office365

Setup new tim clocks

Installed printers

Performed inventory of lapto9ps

Supported companywide meeting

Supported network infrastructure

Supported land line phones

A3 Fast Track Sept. 2024

Covered for IT support person who was out

Reset passwords so users good login

Reset passwords for AD users

Helped user with monitor problems

WWTS Financial Investment Company August 2024

Disassembled labeled and bagged up work

Stations

Reassembled the workstations at new desk

Performed quality control made sure they worked

for users

A3 Citizens Bank August 2024

Setup workstations at back office

A3 Citizens Bank July 2024

Setup desktop computers for new branch

Performed quality assurance for new desktops

A3 Hardware setup at CNA June, 2024

Installed new hardware in server room

A3 Office for autonomous car company March, 2024

Part of a team that performed move from one floor to other floor

Disconnected workstations and peripherals

Connected the workstations at users new desk

A3 Setup new office for CNA January, 2034

Setup new office for CNA

Setup workstations including docking stations, monitors and peripherals

Setup printer for office

Installed Neat Board audio video equipment in conference room

Helped setup the server room

Installed new hardware in server room

CNA IT Support Technician June 2022 – September 2023

Supported over 100 users using Lenovo ThinkPad laptops

Supported both remote and local users

Supported remote users

Support Windows 10 and Office 365

Supported badge printing

Used Cisco Any connect access the vpn

Setup and supported video conference room using Neat Boards

Configured Neat Board for using Teams

Made sure executives could join their meetings using the Neat Board

Shipped new laptops to both new employees and users who needed new laptops

Retrieved equipment form users who were leaving the company then shipped to depot

Supported Apple I phones

Used Service Now to receive, troubleshoot and update tickets

Setup VOIP phones for new users

Supported V P branch manger and other executives

Helped fix problems with VOIP phones for my users

Performed cable management and troubleshooting for users

Worked to fix cabling issues for users with port issues

Troubleshoot Ethernet connectivity issues

Supported the Wifi network helped user connect devices

Supported Okta

Mastercard July 2021 Feb. 2022

Deskside Technician II

Supported over 100 users using both Dell Latitude 5320 laptops and Mac Book Pro laptops

Imaged Dell Laptops to Windows 10 Operating System

Imaged Mac Book laptops to Catalina and Big Sur Operating Systems

Supported both local Users and remote users running Windows 10

Supported both local Users and remote users running Catalina, Big Sur and Monetary Operating Systems

Supported Remote users with Bomgar or Beyond Trust

Maintained inventory of over 300 new and returned laptops

Supported Audio Video systems in our conference room

Helped replace defective or not working A/V components in conference rooms

Maintained inventory of peripheral devices consisting of mice, keyboards, magic mice, magic keyboards, headphones and back packs

Supported VP branch manager and other senior executives in the company

Distributed and supported both Apple I Phones and Android phones

Used Service Now to receive, troubleshoot and Update tickets

Managed our lan when needed to since network administrators where not local

Supported Wifi in the office

Supported Meraki and SALM

Clorox Dec 2020 - May 2021

Imaging Technician

Imaged over 500 Lenovo Laptops and Desktops

Provided support to remote users for problems regarding imaged laptops through Microsoft Teams

Performed diagnostic tests on old returned laptops

Repaired laptops that failed diagnostic tests

Helped remote users install SAP, MS Office, Druva backup software and Securedoc encryption software on newly imaged laptops

Helped users restore files to their new laptop

Helped users install local printers and network printers

Shipped imaged laptops to remote users

Boston Consulting Group, San Francisco Jan 2020 – Jan 2020

Contractor

Recertified returned laptops

Imaged laptop to Windows 10

Used Active Directory to create and reset users accounts

Genentech, South San Francisco October 2019 – December 2019

Consultant

Prepare lab computers for patching

Record information for deployment in spreadsheet

Install Acronis backup software

Install Quest Kace

Install Fire Eye

Run backups

Install Symantec Endpoint Protection

Install additional memory

Wear appropriate protective clothing for working in labs

Perform remediation on computers that caused problems

A3 Solutions, JP Morgan, San Francisco September 2019 – September 2019

Config Tech 1

Team Lead for crew of 4 configuration technician

Setup Docking stations for laptops

Setup desktop computers

Install and configure IP phones for users

Install duel monitors at the users desk

Record the information for each workstation in a spreadsheet

AON, San Francisco November 2018 – August 2019

IT Professional Support Specialist 1

Support remote users

Setup and support new users including AD setup of accounts

Support Windows7

Support Windows10

Support Office 365

Perform antivirus and security work when security issues arose

Image Lenovo and HP Elitebook laptops

Perform support for Skype for Business

Support Cisco Webex

Setup and perform support for HP printers

Support Cannon printers

Setup and support secure badge printing

Assist users with remote connection with Pulse Secure and MobilePass

Perform asset inventory activities

Used Service Now to troubleshoot tickets

Supported V P who managed the office as well other executives in the office

Setup and support Cisco IP phones

Troubleshoot ethernet connectivity issues

Support wireless connectivity and access

Used MDM to support and manage mobile devices

Backup and restore user’s data

Used SCCM to distribute software to users

Perform hardware break fix for laptops

Order hardware and software

Support and troubleshoot conference room’s connectivity issues regarding Audio Video connection

Support network infrastructure port testing and configuration

Perform testing for roll out of Windows10

Support Lotus Notes

Provide desktop support for San Francisco office

Decision One, Lonza,Hayward, February 26 - 2018 –October 05, 2018

End User Support

Desk side Engineer for technical support

Support Windows 10

Support Microsoft Office 2016 O365

Assist with transition from old network to new network

Support Windows 8, Windows 7 and Windows XPPro

Setup and support new users

Swap out and replace old hardware

Perform imaging of user’s desktop

Support DHCP, DNS, IP Addressing and sub netting

Support Wireless connectivity and access

Purchase hardware and software

Setup and support mobile phones

Supported plant manager and other department heads

Used Service Now to troubleshoot, update, create and close tickets

Supported audio video hardware in conference rooms

Setup and support SAP

Setup and maintain HP and Canon printers

Setup and supported vpn access

Perform Ethernet desktop configuration

Support network infrastructure port testing and configuration

Perform asset inventory activities

Backup and restore user data

Used MDM to support and manage mobile devices

Used and supported Bomgar for remote access

Help maintain and update knowledge base

A3 Solution Levis Strauss, San Francisco Dec 2016 – Jan 2018

Config Tech 1

Disassemble and configure workstations for employee moves

Perform quality assurance on configured workstations

Support Windows 7 & 8 desktop workstations and peripherals

Support Mac OS10 workstations

TCS, Nielsen, San Francisco June 22, 2016 – September 30, 2016

IT Systems Analyst

Support Windows 7 and Windows 8 Desktops and laptops

Image Dell laptops to Windows 8

Support MS Office 2013 and O365

Migrate and support transition to Google gmail and docs

Resolve network connection problems

Help connect users to vpn

Facilitate password resets

Use and install Skype for business

Use Google Hangouts for video conferencing

Support Chrome box in our conference room

Support the Crescor allowing users to use video conference capabilities in our conference room

Performed Laptop break/fix

Resource Solutions Group, • SalesForce, San Francisco December 7,2015 – January 29, 2016

Support Technician

Provision new lines of service for mobile devices for both iPhones and Androids

Provision upgrades for mobile devices

Facilitate warranty exchanges and replacements of mobile devices

Scan asset barcodes and organize assets as needed

Load applications as requested following SFDC-provided process

Migrate user data as requested

Manage the inventories of unassigned new, return, Hot Swap and

Directly resolve discrepancies or issues with mobile asset records in the Asset Management Database that can be achieved by Supplier

Regarding assets that were being tracked in the asset management system as “active” and later categorized as “missing,” change the status to reflect the missing state

Help resolve asset management system discrepancies that may result in report errors

CompuCom, • SalesForce, San Francisco June 9– August 25 2015

Consultant Mac Provisioning Technician

Provisioned 1600 Macs to OSX Yosemite using Casper

Performed remote swaps using Gotomeeting

Backed up and restored the users data

Used Active Directory to create computer accounts and reset passwords

Updated and maintained inventory records of deployed Macs

Managed Macs

University of San Francisco January 12 – March 30 2015

Client Support Specialist

Supported Windows 7

Supported Macintosh OS 10.x and above

Trouble shoot Mac Book Pro

Supported datacenter

Resolved wireless connectivity issues

Supported Iphones and Android phones

Open trouble tickets for end users reporting various problems in Service Now

Provide 1st and 2nd tier support to clients

Image both Macintosh and Pc computers using Ghost and Casper

Perform quality assurance on newly imaged computers

Performed Laptop break/fix

Performed Desktop break/fix

Lehigh Technical, Oakland January – June 2014

Customer/Desktop Support Representative

Perform computer moves

Set up computers and tested connectivity

Disassemble and configure workstations for employee moves

Perform quality assurance on configured workstations

Support Windows 7 & 8 desktop workstations and peripherals

Support Mac OS10 workstations

Proactive Business Solutions, Inc, Oakland Oct - Dec 2013

Project Based Desktop Technician

Perform computer moves for clients

Set up, Configured computers and tested connectivity

Created diagrams of workstations

Disassemble and configure workstations for employee moves

Perform quality assurance on configured workstations

Support Windows 7 & 8 desktop workstations and peripherals

Support Mac OS10 workstations

United States Citizenship and Immigrations Apex Systems Inc., San Francisco August 10 – Oct 12 2012

Desktop Support Analyst

Performed desktop support including all peripheral (printers, scanners and storage devise)

Repaired hardware replaced mother boards and peripheral cards

Supported users using Windows XP Pro

Supported users in Windows 2003 AD domain

Performed phone and remote support for satellite offices

Used Remedy to record completion of desktop support tickets

Performed Desktop Break fix

University of California Office of the President, Oakland, California

Academic Affairs: Research & Graduate Studies-Innovation Alliances and Services Nov 2009 – Aug 2011

IEdison Analyst – Industry-University Partnership Initiatives

Support the IUP Information Technology Infrastructure

Design and Implement data collection mechanisms and reporting tools

Contribute to the design and development of systems and protocols in support of information

collection, quality and reporting

Develop customized data objects and data definitions to streamline reports

Identify opportunities for standard reports to be made available through reporting library

Analyze and enter data into the federal government invention reporting system

Develop procedures for reporting inventions to federal agencies

Academic Affairs University of California Office of the President, Oakland, California Feb 2004 – Oct 2008

Network Administrator and Computer Resource Specialist

Performed desktop support including all peripheral (printers, scanners and storage devise)

Supported Dell desktop computers laptops and servers

Protected users from viruses with Symantec anti virus

Set up and trouble shooted smart phones and PDAS

Supporting Windows 2003 Active Directory Domain

Performing nightly backups of all servers

Migrating users to Microsoft Windows 2000 Active Directory domain

Maintaining Microsoft Exchange Server version 2000

Applied group Policy objects to domain

Used Group Policy Preferences to secure access to domain

Writing script for backing up workstations

Maintaining Windows SUS server

Administering Symantec Enterprise Anti-Virus server

Installing and using Cisco VPN Client

Knowledge of Vmware

Built, administered and secured SQL server

Knowledge of Windows 2008 server

Experience in creating, implementing and trouble shooting Symantec Ghost images

Teamed with supervisor on individual projects

Moved up from assistant network administrator to lead network administrator

Supported and setup Polycom devices for executive meetings

Supported audio video equipment for conferences and meetings

Laptop and desktop break/fix experience

MESA University of California Office of the President, Oakland, California Feb 2000 – Feb 2004

Senior Administrative Analyst

Set up and supported Windows 2000 Professional, Windows XP Professional, Windows98, Windows NT, Workstation4.0

Deployed and supported McAfee antivirus in my domain

Supported offsite users

Installed and maintained multiple PDAs

Set up multiple printers, scanners and all in ones

Managed NT4.0 Network Domain

Managed NT4.0 IIS Web Server

Maintained Microsoft Exchange Server version 5.5

Performed nightly backups of all servers

Maintained Microsoft NT RAS server

Designed and implemented Microsoft Windows 2000 Active Directory domain

Migrated users to Microsoft Windows 2000 Active Directory domain

Designed and built HP Net Servers

Managed Purchasing process for all hardware and software

Team of three supporting 25 clients

Desktop and laptop break/fix experience

Shared Medical Systems, Oakland, California April 1998 – April 1999

Patient Data Systems Programmer Analyst

Investigated and resolved customer’s software problems dealing with disk management, database management, and data recovery on VAX operating system.

Installed critical code fixes.

Debugged and analyzed the flow of programs.

United Behavioral Health, Oakland, California March 1997 – March 1998

End User Support Analyst

Analyzed and solved complex software questions involving communication connectivity, disk management, and database management on VAX operating systems.

Created data tapes for clients to enhance electronic claiming and electronic payment processing.

Created and printed clinical data reports outlining patient treatment.

Performed data analysis, reporting and testing to solve problems reported by end users.

EDUCATION:

California State University, Hayward, California

BS Statistics

BS Computer Science

Minor in mathematics (completed 36 units towards MS Statistics)

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