Customer Service Information Technology

Gerardo Hernandez Jr

210-***-**** / **********@*****.*** / San Antonio

PROFESSIONAL SUMMARY

Highly skilled Computer Information Technology professional with over ten years’ experience working in the IT arena, customer service and end user support environments that demand strong organizational, technical, analytic, and interpersonal skills. Proven ability to establish, collaborate and maintain positive relationships with colleagues, clients, and partners while cultivating teambuilding.

• Strong understanding in assisting users with various systems, mobile devices, and equipment problems.

• Well-versed with security standards and usability optimization.

• Effectively operates alone or with teams to troubleshoot and resolve concerns.

• Marketing and recruiting

• Project management

EDUCATION AND CERTIFICATIONS

University of Texas at San Antonio

Bachelor of Science – Computer Science Degree / Minored in Mathematics Workforce Solutions Alamo

Code up Certificate of Completion/Networking, Security, Linux and AWS TECHNICAL PROFICENCIES

• Amazon Web Services (AWS) Certified Cloud Practitioner

• AWS products, Services and Solutions Architecture (compute, networking, storage)

• Possess technical aptitude with Windows 10 and Linux operating systems, Linux security

(firewalls, and SE Linux)

• Bash scripting

• Identity and Access Management (IAM) best practices

• Set-up installed and configured computers to support operations and reporting.

• Client/End User Support

RELEVANT BACKGROUND/EXPERITSE 15+ YEARS WORK EXPERIENCE AT&T and Hewlett Packard - IT Professional San Antonio, Houston, New Jersey

• Computer Programming, Support of several hundred UNIX and Desktop clients

• C Programmer, UNIIX/Windows server, and LAN/WAN administration

• Oversaw three sites in San Antonio, TX, 2 sites in Austin, TX and 1 site in El Paso, TX

• Technologies used, TCP/IP, followed ISO Model during the deployment of LAN and WAN. PROFESSIONAL EXPERIENCE

USAA San Antonio, TX

Insurance Professional May 2023 – August 2023

• Obtained Property and Casualty License upon extensive training through USAA.

• Facilitated the Property & Casualty (P&C) member experience by answering inbound phone calls, emails, and/or other contacts from members.

• Identified, evaluated, and understood member needs and consistently provided complete and accurate advice and solutions, including products and services.

• Effectively operated in a contact center environment and navigated multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.

• Identified and handled existing and emerging risks that stemmed from business activities.

• Ensured risks associated with business activities were effectively identified, measured, monitored, and controlled.

Gerardo Hernandez Jr

210-***-**** / **********@*****.*** / San Antonio Cuellar and Associates, LLC San Antonio, TX

Medicare Field Sales Agent August 2021 – January 2022

• Developed efficient and effective marketing/sales skills to grow the business in the Medicare plans client base by adding to the company’s books of business achieving client retention and growth at over 80%

• With my Bilingual Spanish/English skill level it opened the door of opportunity in the Hispanic Medicare market to fulfill a need in the community for knowledgeable Medicare agents for business expansion

• Mentored new agents on conducting a sales presentation saving the company thousands of dollars by proactively providing on the job-the-training and leveraging my skills to create more revenue for the company.

Humana San Antonio, TX

Medicare Tele Sales Agent July 2012 – December 2020

• Quality Assurance 90 percent ratings resulting in saving the company thousands of dollars in fine by the Centers for Medicare and Medicaid Services

• Developed phone sales strategies in dealing with difficult Spanish speaking customers intently solving their issues resulting in keeping them from seeking other insurance carriers.

• Consistently assisted new sales agents by mentoring and sharing my knowledge and experiences I encountered which contributed to the company saving thousands of dollars in training costs.

MILITARY VETERAN

• United States Air Force Academy Colorado Springs, CO

• US Air Force Veteran Airman Rank E-2

VOLUNTEER WORK

• San Antonio Food Bank.

• Food Sorter

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