It Support Specialist

Michael Alexander Hernandez

San Jose, CA

408-***-**** • ***************@*****.***

LinkedIn: michael-hernandez-718013225

Professional Summary

Experienced IT Support Specialist with over a decade of hands-on experience in educational and enterprise environments including Google, AT&T, and Santa Teresa High School. Proficient in resolving hardware, software, and user account issues using industry-standard tools such as Salesforce, Remedy, ServiceNow, and Landis. Known for maintaining high standards in inventory tracking, database management, and cost-saving operations while delivering outstanding end-user support.

Technical Skills

- Ticketing Systems: Salesforce, Remedy, ServiceNow, Landis

- Project Management Tools: Asana

- Systems: Windows, macOS, Google Workspace, Active Directory

- Core Skills: Troubleshooting, Account Recovery, Hardware Support, Asset Inventory, Database Oversight, Team Coordination

Professional Experience

Santa Teresa High School – San Jose, CA

IT Support Specialist (2022 – Present)

• Provide IT support for faculty, staff, and students across the school campus.

• Use Salesforce to manage service tickets involving hardware issues, account lockouts, and email access problems.

• Ensure consistent uptime and fast turnaround on tech issues to minimize disruption to learning and teaching environments.

• Collaborate with school administration and district IT teams for escalated issues and system updates.

Google – Mountain View, CA

IT Help Desk Specialist, GBike Department (2016 – 2022)

• Supported thousands of end users across campus using Salesforce and Landis to manage technical issues and operational logistics.

• Directed daily logistics for a team of 12+ employees across Google’s Bay Area campuses.

• Maintained and updated a comprehensive asset database of over 30,000 GBikes and 500 vehicles.

• Introduced process improvements that saved the department over $200,000 annually.

• Utilized Asana to coordinate daily team tasks and projects.

AT&T – San Jose, CA

Infrastructure Support Specialist (2012 – 2015)

• Delivered IT infrastructure support for end users, addressing both software and hardware problems.

• Managed service tickets through Remedy, ServiceNow, and Landis for efficient resolution.

• Maintained inventory of IT equipment and automotive parts, supporting internal cost-tracking efforts and reducing waste.

Key Accomplishments

• Implemented improved tracking systems at Google, reducing operational costs by $200,000+ annually.

• Supported a 30-person logistics team and maintained a 30,000+ asset database with high accuracy.

• Established efficient, school-wide IT support systems at Santa Teresa High School using Salesforce.

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