Support Tech

Nicholas G. Hernandez

Cell # 214-***-**** HOME # 214-***-****

Email: **************@*****.***

75224

Summary of Qualifications

Commercial driver warehouse/inventory control Independent Contractor IT/QA Support Specialist

Professional Experience

Umlaut Accenture, Dallas, TX October 2019 – February 2025

Driver

Driver for the field technicians. Responsibilities include daily cleaning and maintenance services for the vehicle. Daily route planning is based on road and traffic conditions. I have to select the most efficient routes to and from destination. Plus, I must insure that the driving service I provide will be on the level to have our clients request our company's travel services.

NAVCLLC, Dallas, Texas July 2019 – August 2019

Quality Assurance Specialist

•Immediate function was to assess and Review current standards and policies, provide corresponding information from other resources, to enhance the QA system in place.

•Basic duties were to listen to the tablet and phone call sales made by associates, functioning on the east coast, Texas, Illinois, Ohio and California markets. As the interim QA assist, the move allowed the director to act quicker on negative issues, helping in customer retention, thereby reducing sales losses by 20%.

AutoZone, Dallas, Texas May 2018 – August 2019

Commercial Driver

•Maintained and scheduled delivery of inventory supplies and goods on a weekly basis

•Verified the shipment upon receipt to ensure inventory received was accurate and in good condition

•Executed assigned activity with high efficiency minimizing use of resources

•Perform excellent customer care and maintained good relations with customers

•Responsible for assigned vehicle care and maintenance

Driver, Dallas, TX January 2018 – May2018

Independent Courier, Valet and commercial driver.

AMN Healthcare, Coppell, TX August 2017 – December 2017

Service Desk/Production Support Specialist (Contractor)

•Timely response to emails and providing solutions to problems with exceptional customer service

•Responsible for maintaining inventory laptops and software to be in good condition

•Performed maintenance on office equipment on a weekly basis

•Excelled in performing tasks with minimal supervision

•Sustained a organized work environment for work efficiency

O’Reilly, Dallas, Texas January 2017 – August 2017

Delivery, Parts Driver

•Maintained and scheduled delivery of inventory supplies and goods on a weekly basis

•Verified the shipment upon receipt to ensure inventory received was accurate and in good condition

•Executed assigned activity with high efficiency minimizing use of resources

•Perform excellent customer care and maintained good relations with customers

•Responsible for assigned vehicle care and maintenance

Tuesday Morning

Store Systems Support Analyst (Contract) June 2016 – October 2016

•Duties involved resolving all types of simple and complex issues, in day-to-day store operations

•Required to have the ability to walk non-technical people through hardware and/or software resolutions

•Tools utilized are BOMGAR, I SUPPORT ticketing system, all facets of UltiPro, Microsoft Outlook, and Retail J store software management system.

•Most fixes were “first-call” resolutions.

The Federal Reserve Bank Dallas, TX December 2013 – November 2014

Service Specialist/Facilitator (Contract)

Responsibilities:

•Served as Service Specialist/Facilitator, working the night shift in the Dallas call center for the Federal Reserve Bank.

•Duties require monitoring online, email, and email alerts from the various clients serviced by our desk. The company utilized HP Service Manager and Lotus Notes, in addition to other related communications systems.

•Received and communicated mail alerts, via Lotus Notes, from ITMS, BSM, and phone calls.

•Facilitated conference calls, with tech support, mid and upper management nightly. I was responsible for nightly reports for morning conferences and meetings.

•Was required to decipher the coded messages and convert for general consumption to technical, middle and upper management.

•Needed to accurately determine the severity of all alerts, and route them to proper the unit/division.

•The escalation process entailed contacting required personnel regardless of the time of day/night. This required maintaining a detailed timeline, which was forwarded to superiors for distribution company-wide.

XEROX for Johnson & Johnson June 2012 – 06/2013

Service Desk Analyst

Responsibilities:

•Senior Systems Administrator for Active Directory, IDV/JJEDS/IDENTIFY, DRA for worldwide password resets, VIP customer service.

•Troubleshooting end users computers, via access to all applications in the network.

•Remotely resolved connection, software, hardware or application issues, including laptops, blackberry and android. Issued password resets.

•This desk served every Johnson & Johnson office and subsidiary, world-wide. Ability to communicate in various languages was a plus.

•Open trouble ticket in Service Now (ISM) and Remedy (ITSM). Completed user service request via documentation in Service Now or Remedy.

•Utilized ITIL, Service Now, and BMC Remedy (ITSM) to log incident tickets toward resolution

•Assisted in corporate-wide Windows 7 migration from October 2012 to current.

Additional Qualifications

United States Marine Corps August 1971 – June 1973

Information Technology Control

•Scheduled and maintained equipment/inventory delivery on a weekly basis

•Maintaining work log and ensuring efficiency of tasks to be completed in a timely manner

•Ensuring personnel were performing assigned jobs along with regulations

Education and Certifications

W.H. Adamson High School, Dallas, Texas 1971

Computer Information Systems (CIS), San Diego, California 1972

Mountain View College, Dallas, Texas 1989

Technical Skills

Languages: English & Spanish

Software: Windows 98, Windows XP, Windows ME, Windows 2000, Windows 2007, Windows 7, Windows 2010, Windows 8, Word 2010, IEX 2003, 2007, 2008, VISTA, 2010. Excel.

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