Summary
Overview
Work History
Education
Skills
Timeline
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Anthony Hernandez

San Bernardino,CA

Summary

I am an experienced professional seeking a challenging position in information technology. I am proficient in computer networking, software, hardware, security, and analytics, and am committed to delivering exceptional customer service in a fast-paced, customer-oriented work environment. I demonstrate leadership and strong organizational abilities and am recognized for my responsibility, dedication, flexibility, and quick learning. I possess a strong work ethic, punctuality, and consistently complete tasks. I excel both as a team player and when working independently, thriving in a fast-paced environment by effectively multitasking and adapting quickly. I am a motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. With over 15 years of experience, I have maintained customer satisfaction and contributed to company success.

Overview

18
18
years of professional experience

Work History

Senior Technical Support Engineer, Team Lead

Rapid7
07.2016 - Current
  • Responded to support requests from end-users and patiently walked individuals through troubleshooting tasks.
  • Documented defects for development team to resolve.
  • Delivered Tier-3 support and SME to internal and external customers.
  • Handled customer escalations to resolve all open cases to ensure customer satisfaction.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Subject matter expert in vulnerability management tools Nexpose and InsightVM.
  • Supported other Rapid7 tools Metasploit, InsightAppSec, and AppSpider.
  • Performed on-boarding training for new support engineers.

System Engineer II

QuadraMed Corp.
06.2010 - 07.2016
  • Responsible for Remote System Administration support agreements of 10 healthcare organizations
  • Managed remote access (SecureLink, IPSec VPN, SSL VPN) to client sites
  • Performed hardware and operating system (IBM AIX/Solaris) configurations and installations that meet the requirements of the clinical application
  • Liaison and escalation point between Support and Development departments
  • Performed server diagnostics and network performance analysis using Wireshark, as well as, a database performance review as it impacted the clinical application
  • Trained clients, remotely and in person, on technical implementation and support methodologies
  • Developed and updated documentation and procedures that support the clinical application for both internal and client facing users
  • Maintained stability, integrity and efficient operation of information systems supporting organizational functions.

Computer Service Technician I

Pomona Unified School District
01.2007 - 06.2010
  • Managed the IT operations for Pomona Unified School District which consisted of 20+ Administrators, 60+ Instructors, 650+ Users, 4 Servers
  • Diagnosis and repair PC hardware and software for various schools throughout the district
  • Promptly resolved service request through web help desk
  • Network installation and setup of Cisco routers, switches, and wireless access points
  • Scan operating system to detect viruses and spyware
  • Provided system upgrades on all computers to meet the compliance requirements of district wide supported applications

Education

Bachelors of Science - Information Systems Security

Westwood College
Upland, CA
12.2009

Skills

  • Remote access technologies
  • Incident response
  • Cloud infrastructure (AWS, Azure) and security
  • Linux/Unix Operating Systems (CentOS, RHEL, Ubuntu, AIX, Solaris)
  • Customer support and escalations
  • Remote support
  • Incident management
  • Hardware and Software Support
  • Network troubleshooting
  • Compliance management
  • Vulnerability assessment management
  • Application security
  • Firewall management
  • Network security
  • Advanced technical troubleshooting
  • Implementations and onboarding

Timeline

Senior Technical Support Engineer, Team Lead

Rapid7
07.2016 - Current

System Engineer II

QuadraMed Corp.
06.2010 - 07.2016

Computer Service Technician I

Pomona Unified School District
01.2007 - 06.2010

Bachelors of Science - Information Systems Security

Westwood College
Anthony Hernandez