It Support Technical

Nelson Hernández

Miami, FL *****

Phone: 305-***-****

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

Professional Profile

Experienced IT professional with a strong background in end-user technical support, system administration, and network infrastructure. Proficient in Windows environments, cloud applications, cybersecurity tools, and IT project management. Adaptable, detail-oriented, and skilled in troubleshooting and optimizing IT operations. Experience

Avant Assurance, Miramar, FL

IT Support Manager (08/2022 – 03/2025)

Managed and administered IT infrastructure and cloud applications.

Provided IT support and network security solutions for a high-volume Call Center environment.

Maintained and optimized CRM and VoIP systems to enhance business operations. Hola Doctor Inc., Miami, FL

IT Support Specialist (11/2018 – 08/2022)

Provided IT support and managed network security solutions.

Maintained and optimized IT infrastructure for Call Center operations.

Administered cloud-based tools and communication platforms for enhanced workflow. Nutriforce Nutrition, Miami, FL

System Administrator (03/2008 – 08/2018)

Managed Windows Server environments, firewalls, and backup solutions.

Oversaw network infrastructure and security, ensuring system stability and efficiency.

Administered IT systems for business operations, including VoIP and CCTV integration. General Ceramic Tiles, Miami, FL

IT Manager (03/2000 – 01/2008)

Designed and implemented business software solutions, including POS and inventory control systems.

Managed IT infrastructure, including servers, networks, and security systems.

Provided technical support and maintenance for sales and inventory management systems.

Hewlett-Packard (HP), Santiago, Chile

Technical Support / Help Desk

Provided on-site and remote technical support for Unilever Chile.

Supported Windows, NT, MS Office, Lotus Smart Suite, and TCP/IP environments.

Ensured system stability and user support across corporate operations. Other Experience

Previous roles in IT support, system administration, and software development in Chile and Cuba, focusing on network security, help desk support, and business solutions.

Developed and implemented software for Hotel Management, including Front Desk, Back Office, and Point of Sales (POS) systems.

Designed and deployed POS solutions for retail stores and restaurants. Tools & Technologies

Cloud & Productivity: Google Suite, Office 365, Trello, Confluence, Slack, Mattermost

Security & Administration: Sophos, SonicWall, Symantec EndPoint, Palo Alto, Watchguard,

Networking & Infrastructure: Windows Server, AD, Cisco, Meraki Cisco, Netgear, TP Link, VPN Express, Ubiquiti AP, Fonax Cloud, Go Genuity

Remote Support: TeamViewer, AnyDesk, RemotePC

CRM & Call Centers: TLDCRM, Salesforce, RingDNA, Radius CRM, ViciDial

Printing & Imaging: HP, Canon, Xerox, Epson, and others. Label Printers: Datamax, Zebra – Installation, maintenance, and troubleshooting of enterprise and industrial printers.

Other: Biometric Access Control, Veritas SBE, VMWare, CCTV (Honeywell, IVMS, Reolink), Xerox WorkCentre, Scan FlowStore, Motorola handhelds for inventory management. Some experience with Mac Operating Systems

Certifications

CompTIA A+ Certified CE – Computer Hardware and Software Principles (Obtained 2018)

CompTIA Network+ Certified CE – Network Infrastructure and Security (Obtained 2018)

Education

BS Business Administration, Universidad de Oriente, Cuba

Lenin Middle & High School, Havana, Cuba

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