Customer Service Project Manager

Hernan Holguin

Staten Island, NY 347-***-**** *******@*****.*** www.linkedin.com/in/hernan-holguin

PROFESSIONAL SUMMARY

Highly motivated and results-oriented IT Technician with 5+ years of experience delivering exceptional customer service, managing diverse projects, and troubleshooting complex technical issues. Fluent in both Spanish and English, I excel at collaborating with diverse teams and thriving in fast-paced environments. My dedication to continuous learning is evident in my current pursuit of a Master's in Information Security,

SKILLS

Data Security Microsoft Office Suite Networking Operating Systems: Windows (7, 10), Windows Server (2019) Hardware: Desktop PCs, Laptops, Printers, Mobile Devices Software: Microsoft Office Suite Active Directory User Management (Basic) Group Policy (Basic) Imaging, Remote Support, Technical Documentation, Hardware Inventory Data Analysis Spanish Python Digital Forensics: Cellebrite -Imaging Tools – Memory Acquisition Tools – Video and Photo Editing Penetration Testing Electrical Training Class A CDL

PROFESSIONAL EXPERIENCE

Supervisor COS2 / Information Management Governance Council -Member

August/2019 – Present

New York Department of Environmental Conservation / (Staten Island, NY)

IMGC: Ensure effective oversight and strategic alignment of DEC’s Information Management and Technology initiatives across the agency.

Serve as the on-site technical construction representative for all construction and maintenance projects at NYSDEC lands in New York City region.

Conducts and completes contractor inspections to ensure work is performed satisfactorily and meets contract requirements.

Project Manager: Provide Technical support, subject matter expertise and guidance for the management and execution of assigned projects including heavy construction projects, light construction projects, trail building and maintenance, installation of electrical supply lines, maintenance and repair of existing infrastructure on state-owned properties and facilities, mechanical engine maintenance and repair.

Serve as the On-site IT Technician support.

Performs technical inspections for projects, provides input to the Project Manager and corrects issues before they become problems.

IT Technician

February/2016 – August/2019

F1 NYC Tech / (Staten Island, NY)

Perform all aspects of IT related customer service, both on-site and virtually.

Leveraged expertise in IT security and optimization to conduct private audits for individual clients.

Managed and maintained Windows Server environments, including Windows Server 2019. * Administered user accounts, security policies, and system updates. * Troubleshot server-related issues and ensured system stability

Analyzed system vulnerabilities, implemented corrective actions, and improved overall system performance and security.

Managed and maintained Windows Server environments, including Windows Server 2019

Administered user accounts, security policies, and system updates.

Troubleshot server-related issues and ensured system stability.

Provide remote technical support via the Service Desk / AnyDesk / TeamViewr

Installation of Security Surveillance Camera Systems, private and commercial.

Provide network installation, upgrades, and diagnostic services, perform data recovery, repair laptop PCs, install and upgrade software, install POS Software for clients, troubleshoot and resolve issues and problems.

Responsible for the installation and maintenance of all electric / backup power supplies on projects.

EDUCATION

Southern New Hampshire University, NH

Bachelors in Cybersecurity September/2023

GPA 3.56, Cum Laude; President’s List; Dean’s List

Capella University

In Progress: Master’s in Enterprise Network and Cloud Computing Expected Graduation Date: February 2026

Certifications

CompTIA N+ Certified Certification Number: COMP001022359938 - Expiration Date: September 2027

NYS & CSEA Applied Skilled Trades Program – Electrician – Issued on May 29, 2025

Physical and Cybersecurity for Critical Infrastructure – National Emergency Response – DHS – Fema June 27, 2024

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