Benjamin Hernandez
San Antonio
Summary
Driven and detail-oriented professional with 10+ years of experience in customer service, troubleshooting, and mobile technology. I am currently pursuing a bachelor's degree in Cybersecurity with a strong foundation in IT concepts, data protection, and compliance. Known for quick learning, strong problem-solving skills, and the ability to translate technical information to non-technical users. Seeking an entry-level IT or cybersecurity internship to apply technical knowledge and continue building hands-on experience in the field.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Retail Associate Manager
T-Mobile
08.2022 - Current
- Supervise and support a team of sales representatives, leading daily operations and ensuring high levels of customer satisfaction.
- Monitor store performance metrics, drive team efforts to exceed sales goals, and implement process improvements.
- Uphold data privacy standards and compliance practices (including CPNI), ensuring secure handling of customer information.
- Train and mentor team members on technical support procedures, product knowledge, and cybersecurity awareness.
- Handle escalated customer issues with professionalism, offering solutions while protecting sensitive information and accounts.
Mobile Expert
T-Mobile
07.2016 - Current
- Diagnosed mobile device performance issues and educated customers on system functionality and troubleshooting.
- Applied security practices (CPNI compliance) to protect customer data and maintain privacy standards.
- Handled service contracts and account setups for both personal and business use, reinforcing familiarity with data and policy management.
- Delivered technical support in-person and over the phone to a high volume of customers daily.
- Adapted quickly to new technologies, systems, and product launches in a fast-paced retail environment.
- Trained new employees on systems, store procedures, and security policies.
Education
Associate of Science - Cybersecurity
Southern New Hampshire University
Hooksett, NH08-2026
Criminal Justice Studies
Northwest Vista College (Alamo Colleges)
San Antonio, TXSkills
- Compliance with CPNI standards
- Risk assessment
- Knowledge of security standards
- Software & Tools: Microsoft Office Suite
- POS software proficiency
- Inventory Management Software
- Windows OS
- Problem-solving skills
- Communication
- Flexibility in changing environments
- Team Collaboration
- Customer-Focused Support
- Structured problem-solving
- Team development
- Product quality assessment
- Development of sales strategies
- Promotional strategy development
- Reverse engineering
- Malware analysis
- Vulnerability assessment
- Access control
- Threat analysis
- Network protocols
- Intrusion detection
- Cybersecurity frameworks
- Information assurance
- Firewall configuration
- Application security
- Network security
Certification
- CompTIA A+ Certification training
- CompTIA Sec+ Certification training
Timeline
Retail Associate Manager
T-Mobile
08.2022 - Current
Mobile Expert
T-Mobile
07.2016 - Current
Associate of Science - Cybersecurity
Southern New Hampshire University
Criminal Justice Studies
Northwest Vista College (Alamo Colleges)
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