Alberto Hernandez
Systems Administrator
OCONUS
Summary
Driven systems administrator with over 8 years of software implementation and upkeep experience. a track record of successfully overseeing data center operations and intricate networks. Knowledgeable about handling business application problems in a solutions-focused manner and committed to offering the best possible service. Competent in cooperation, communication, and troubleshooting.
Overview
10
10
years of professional experience
2
2
Certifications
Work History
IT Help Desk Technician
GDiT
San Antonio, TX
04.2024 - Current
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
- Implemented remote support tools to expedite issue resolution and reduce the need for in-person assistance.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices, and software to set up work stations for employees.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Installed and configured operating systems and applications.
IT Specialist
US Navy
09.2023 - 04.2024
- Implemented corrective plans of action for network availability and latency.
- Maintained office PCs, networks and mobile devices.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed, configured and maintained computer systems and network connections.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Monitored networks and network devices to resolve technical problems quickly.
- Managed onboarding and offboarding of employees.
Communications Technician
US Navy
09.2022 - 09.2023
- Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Established network specifications and analyzed workflow, access, information and security requirements.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Successfully operated GPS devices, radios and cellular devices to optimize route and maintain dispatch communications.
- Troubleshoot radio equipment as necessary using electronic testing equipment, hand tools and power tools.
- Installed, tested and operated radio equipment, adjusting settings to achieve clearest transmission.
IT Specialist
Navy
03.2021 - 09.2022
- Maintained servers and systems to keep networks fully operational during peak periods.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Configured hardware, devices, and software to set up work stations for employees.
- Monitored systems in operation and input commands to troubleshoot areas.
- Patched software and installed new versions to eliminate security problems and protect data.
- Walked individuals through basic troubleshooting tasks.
Help Desk
CVS
04.2014 - 03.2021
- Managed help desk processes and procedure.
- Managed help desk, assisting customers with ranging service concerns.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Helped front desk staff register and process patients.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Helped members understand care plans and instructions.
Education
Associate of Arts - Art
Polk State College
Winter Haven, FL 04.2001 -
Bachelor of Arts - Criminal Justice
Bachelors in Criminal Justice
Orlando, FL 04.2001 -
Certificate of Completion - Information Technology
US Navy Reserves Information Technology 745A
Florida 04.2001 -
Clearance
Top Secret/SCI Eligible
Certification
CompTIA Security+
Timeline
IT Help Desk Technician
GDiT
04.2024 - Current
IT Specialist
US Navy
09.2023 - 04.2024
Communications Technician
US Navy
09.2022 - 09.2023
IT Specialist
Navy
03.2021 - 09.2022
Help Desk
CVS
04.2014 - 03.2021
Associate of Arts - Art
Polk State College
04.2001 -
Bachelor of Arts - Criminal Justice
Bachelors in Criminal Justice
04.2001 -
Certificate of Completion - Information Technology
US Navy Reserves Information Technology 745A
04.2001 -