Highly experienced Support Specialist, multi-lingual,computer expert

Work Phone: 214-***-**** Cell Phone: 214-***-****

Email: **************@*****.*** Domestic Preference: Dallas, Texas

Nicholas G. Hernandez, 2411 South Hollywood Avenue, Dallas, Texas 75224

EMPLOYMENT HISTORY:

All times between employment periods from 2005 to current were taken up with Volunteer work for the local Dallas Independent School District’s elementary school and as a member of a local veteran’s organisation serving the regional Veteran’s hospital of Dallas, TX.

Currently, just released from Computer Sciences Corporation//Coppell, TX 75019//Global Outsourcing//Level I Support//Senior Help Desk Analyst, Septembre 2008 to Novembre 2009. Current main function as Technical Support Specialist for a national charity health group, providing direct support trouble-shooting one-on one with the various health professionals from dockside to boardroom. Exceptional knowledge of AS400, McKesson, Physician's Portal, VNC and BOMGAR. Secondary support remains as International Technical Support Specialist for a major telecommunications company roll-out program for a new internal global service providing multi-lingual technical support. Duties include knowledge of SAP and BOMGAR to resolve issues prior to escalation.

In addition, was leveraged to five other distinct accounts.

[Adecco Staffing 214-***-****] EMC Mortgage//Solicitor I//Lewisville, TX//Solicitor I//April 14, 2008 to June 30, 2008. Responsible for contacting borrowers in foreclosure to educate them on options available to resolve delinquency. Obtain information customer information in regards to loss mitigation options, and make proper recommendations. Required extensive use of Excel, L-Notes, phone etiquette. Negotiation skills, formulating repayment terms and agreements and insuring initial terms and conditions are met. Other duties necessitated coordinating and facilitating efforts with associated departments, foreclosure counsel, investors, and mortgage insurance companies. During the contract time with EMC Mortgage, acquired skills necessary to set up roughly forty borrowers directly on repayment plans.

[Dicker Staffing, 972-***-****] Home Interiors//Carrollton, TX//Customer Care Specialist//November 12, 2007 to February 15, 2008. Seasonal customer services position, entailing full phone and online services to the various levels of sales persons, unit and senior directors. Provided inbound and outbound services, retention, technical support, accounts receivable, merchandising, product order and tracking in two languages on any call. The calls were random in English and Spanish. Function also required intense capabilities for customer retention. Utilized JDE and various in-house programs. Upgraded and updated Manual of Procedure making information relevant.

Department of Homeland Security//Denton, Texas//Series GS-301-9, Level 5-7, Human Services Specialist, Individual Assistance Branch Recovery Division for the Federal Emergency Management Agency//September 2, 2005 to March 12, 2007. Federal Agent Caseworker in the Individual Assistance Branch Recovery Division for the Emergency Management Agency as a funds administrator. All work was completed in a call-centre environment. Duties include completing the initial disastre assistance registration procedure and/or providing various types of information regarding available programs to persons applying for disastre assistance by telephone after a federally- declared disaster. Responsible for handling incoming calls which included crisis intervention calls. Required knowledge of assistance programs administered by Federal, State, local governments and volunteer organisations involved in disastre response operations. Acquired telephone crisis-counseling skills.

Centex Home Equity //Lewisville, TX//REO Files Transfer Specialist, Default Support Unit// March 2003 –September 2004.

Physical and online file transfer and mail duties for Foreclosure, Loss Mitigation, REO and Bankruptcy units. Successful in helping increase transfer workflow by 90%. Revised, updated, published and forwarded to corporate, the first procedural handbook on this key process, for future reference. Responsible for and streamlined mail process for units the department supported. Required daily to keep detailed online information of all files via spreadsheets and Outlook Express. Began as Support Specialist with newly formed 4 man Loss/Recovery unit, reviewing distressed mortgage loans. Duties required complete review of loan documents via credit checks, skip tracing, PACER, and data base input to refresh internal information. Success rate with this group was over 80%. Daily interfaced with file room, REO, Compliance, Legal, Collections, Loss mitigation and outside contractors. Personally closed out 450 non-active loans verified as losses and forwarded 140 additional loans for possible recovery of funds

Bank of America, Inc.//Dallas, Texas//Lead Operations Analyst, Technology

And Operations Division//Large Currency Reporting Unit//April 1986-November 2001.

Funds management for specific clientele: banks, government agencies, and publicly traded companies, maintaining compliance with the federal guidelines.

Worked independently on special projects for the Centralized Customer Service Unit in Dallas, TX, auditing Loss/Recovery GL’s. Successful in detecting and verifying true losses from all recoverable losses, recovering 80% of monies previously written off.

Acquired Loss/Recovery skills with Corporate Area Administration unit’s Texas Banking Centers monitoring and auditing GL’s for an average of 134 banking centers daily. Recovery rate for losses on my desk totaled 50% higher for the poorest performing banking centers and 100% recovery rate for top performing banking centers.

Team Lead for 12 person team with NCNB Centralized Customer Service unit, during two-plus year tenure. Acquired software utilization and broader self-education of corporate operations. Performed similar Team Lead functions for up to 30 plus associates daily during initial six and a half year tenure with Interfirst Services Corporation. Other duties included completion of accurate daily reports, G/L balancing, and unit supply requisitions.

Los Lupe’s Café// Manager and Business owner// July 1973 – January 1986.

Began career in the Food Services industry as GM for family owned restaurant chain. Responsibilities included staff development for four separate locations, menu creation, competitive pricing, and ambience. Administrative duties included all facets of personnel, auditing, niche advertising, purchasing, and procurement of fixed and soluble merchandise. Successfully increased revenues of premier locale by 500 % within the first two years. Purchased one unit from the family and successfully owned and operated unit independently for five years.

Department of Defense //U.S.M.C.// Active Duty, August 1971- June 1973

Honorably discharged at rank of E-3 (Lance Corporal). Held title of Operations Manager as communications specialist dealing with highly classifieds materials. Earned rank meritoriously for exemplary service with the unit, with three unit commendations. Earned the rank of E-2 (Private first-class) with Infantry Training Regiment, GOLF Company, taking on duties as Fire Team Squad Leader, and Platoon Leader.

Education: Some college coursework, Mountain View College, TX 1989 -1990

High school graduate, W.H. Adamson, Dallas, TX, 1971.

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