Fernando Fernández García
Fort Worth,TX
Summary
Diversely Skilled Technical Analyst with 11 years solving problems for employers and customers. Personable and adaptable provider of technical expertise in language comprehensible to everyone from engineers to private users. Adept at offering one-on-one support as well as authoring technical specifications and requirements for publication.
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Technical Support Analyst
United HealthGroup
Remote, TX
05.2019 - Current
- Support all OS Platforms such as Windows 7, 8.1 10 and Windows Server 2008, 2012, 2019 Support MFA Access for users to access in the best secure manner to ensure the safety of the environment
- System Configuration Manager Console (SCCM) Support all Windows Updates for every Patch Tuesday Microsoft release every month to all OS that apply
- Keep all SLA Metrics under the number established by the company
- Creation of Report for Inventory such as Local System, Virtual System (VMWare), Application and peripherals
- Provide quotes for new inventory needed to allocate funds for the purchases
- Provide second level of support such as met with the users in-person/remote to assist in the situation or incident
- Coordinate projects, evaluate risk assessments to ensure the completion on the time established for the best results
- Used ticketing systems to manage and process support actions and requests.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Increased first-call resolution rates by comprehensively addressing customer concerns and providing clear instructions.
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched product and issue resolution tactics to address customer concerns.
- Installed, configured and maintained computer systems and network connections.
- Researched and identified solutions to technical problems.
- Tested new software and hardware prior to deployment.
- Configured and tested new software and hardware.
- Managed high levels of call flow and responded to technical support needs.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Configured hardware and granted system permissions to new employees.
- Improved customer satisfaction by providing timely and accurate technical support to end-users.
- Assisted with updating technical support best practices for use by team.
- Installed and configured operating systems and applications.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Created user accounts and assigned permissions.
- Monitored systems in operation and quickly troubleshot errors.
- Decreased response times with efficient ticket management and prioritization of urgent issues.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Enhanced team productivity by sharing knowledge, resources, and best practices with colleagues.
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
- Designed strategic plan for component development practices to support future projects.
- Documented support interactions for future reference.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Developed and maintained courteous and effective working relationships.
- Self-motivated, with a strong sense of personal responsibility.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Delivered services to customer locations within specific timeframes.
- Proven ability to develop and implement creative solutions to complex problems.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Lead Desktop Support
QNet Services Inc. – Dallas County
Dallas, TX
07.2018 - 05.2019
- Supervise and assign duties to personnel in a Desktop Support Environment, providing support for Dallas County Employees Proficient in Windows Operating System Proficient in Microsoft Office Suite Working knowledge in Active Directory Strong communications skill, both written and verbal
- Quickly able to learn new technologies Effective Multi-Tasker Team Player Project Coordinator Install, set-up, and configure new workstations and printers ensuring network connectivity
- Install, upgrade, and troubleshoot hardware and software
- Troubleshoot and resolve various issues with networked workstations, printers, and distributed applications on a TCP/IP based Ethernet/Cisco Wireless network
- Work with developers on application rollout problems
- Configured, install, and repair network and local printers
- Provide second level support to the helpdesk/desktop services and work with other IT departments if necessary to solve escalations
- Provide technical coaching and mentoring to junior technicians, act as the lead support analyst, and help coordinate day to day help desk activities
- In charge of deployments coordinations
- Performed server support in field offices during server upgrades
- Provide Executive Support when needed
- Created user accounts and assigned permissions.
- Coordinated efforts with network administration team to optimize connectivity between local machines and shared resources such as servers or printers.
- Supported multiple departments through tailored desktop configurations based on individual needs and preferences, resulting in increased user satisfaction.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Led a successful migration project from Windows 7 to Windows 10 operating system within specified timeline parameters without disrupting business operations or user workflows.
- 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.
- Configured and tested new software and hardware.
- Monitored system performance to identify potential issues.
- Implemented remote access tools to provide off-site support for remote employees, increasing their productivity levels while reducing travel costs for the company.
- Installed, configured and maintained computer systems and network connections.
- Mentored junior technicians, fostering professional development and improving overall team efficiency.
- Managed inventory of computer equipment and software licenses, ensuring proper allocation and compliance with company policies.
- Tested new software and hardware prior to deployment.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Reduced downtime for employees by swiftly resolving technical issues and providing timely assistance.
- Developed and implemented preventive maintenance procedures.
- Performed routine system backups to ensure data integrity in the event of hardware or software failure.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
- Facilitated communication between technical staff and end-users to identify root causes of problems and implement effective solutions.
- Helped streamline repair processes and update procedures for support action consistency.
- Maintained security measures for company computers by promptly installing patches, updates, and performing regular audits.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Enhanced user experience with proactive maintenance of hardware and software components.
- Troubleshot complex technical issues by collaborating with cross-functional teams and leveraging deep understanding of hardware and software components.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Assisted in development of system security protocols.
- Demonstrated commitment to continuous learning by attending industry conferences, workshops, and online courses to stay current on best practices in desktop support management.
- Assisted in the deployment of new applications by testing compatibility with existing systems and providing user training when necessary.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Streamlined desktop support processes by implementing efficient ticketing system and prioritizing tasks.
- Diagnosed and troubleshot hardware, software and network issues.
- Collaborated with IT team to plan and execute hardware upgrades, ensuring seamless transitions for endusers.
- Conducted regular performance evaluations for members of the desktop support team, identifying areas for growth and improvement opportunities.
- Evaluated emerging technologies to make informed recommendations on potential improvements to current systems.
- Served as primary point of contact for all desktop support inquiries, maintaining strong relationships with users and stakeholders.
- Researched and identified solutions to technical problems.
- Developed comprehensive documentation for common troubleshooting procedures, expediting resolution time.
- Managed time efficiently in order to complete all tasks within deadlines.
- Identified issues, analyzed information and provided solutions to problems.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Excellent communication skills, both verbal and written.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Applied effective time management techniques to meet tight deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Gained strong leadership skills by managing projects from start to finish.
- Learned and adapted quickly to new technology and software applications.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Developed and maintained courteous and effective working relationships.
- Provided professional services and support in a dynamic work environment.
- Developed strong communication and organizational skills through working on group projects.
- Organized and detail-oriented with a strong work ethic.
- Proved successful working within tight deadlines and a fast-paced environment.
- Skilled at working independently and collaboratively in a team environment.
Server Administrator
Robert Half Technology – Dallas County
Dallas, TX
01.2018 - 06.2018
- Creation and modifications of DFS Management folders Assist in development, improvement and maintenance of imaging, deployment solution
- Administer multiple disjoint Active Directory Forests, Domains, DHCP, DNS and various other Infrastructure services
- Trust relationships setup, dcpromo and decommission of AD
- Updates, patching and software installations via group policies (GPO) Racking and patching equipment as needed
- Creation and modifications of FTP folders In charge of Printer Logic (Add, modify or remove printers from the console) Perform proactive analysis of infrastructure capacity and performance Performs regular system maintenance, backups, hardware and software upgrades Strong hardware knowledge (Configuration and Management) Server image and re-deploy configuration Assist in troubleshooting production issues with members of other teams within I.T
- Administration Windows 2008, 2012 and 2016 servers
- Supported project planning team to promptly address hardware and software problems and network emergencies.
- Delivered responsive support for end-users by resolving issues promptly and providing clear communication throughout the process.
- Conducted capacity planning analyses to anticipate future infrastructure requirements, ensuring optimal resource allocation.
- Managed computer operation scheduling, backup, storage and retrieval functions.
- Researched and recommended new technologies and strategies for improving system performance.
- Authored documentation for system configuration and troubleshooting.
- Assisted in training junior administrators on various aspects of server management including troubleshooting techniques installing patches.
- Maintained applications to keep software current with necessary software updates and upgrades.
- Assisted IT staff on troubleshooting issues and closing calls.
- Maximized system availability through development and testing of contingency plans.
- Analyzed complex project server issues and worked on large enterprise and business-critical applications.
IT Helpdesk Support
S&B Industry Inc. / Foxconn
Fort Worth, TX
04.2016 - 03.2018
- Offered assistance in implementing and developing training programs.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Installed and configured operating systems and applications.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Generated reports to track performance and analyze trends.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Monitored system performance to identify potential issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Provided support to users in 24/7 uptime environment, often working double shifts to accommodate time zones.
- Provided [Type] support to [Type] users in 24/7 uptime environment, often working double shifts to accommodate time zones.
- Elevated end-user proficiency with company software through creation of easy-to-follow guides and tutorials.
- Contributed to business continuity planning efforts by developing comprehensive disaster recovery strategies.
- Facilitated smooth technology transitions during mergers or acquisitions by effectively integrating disparate systems into a unified infrastructure.
- Coordinated with vendors for hardware/software upgrades or replacements when needed for optimal system functionality.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Ensured data security with regular system maintenance tasks including patching, updates, backups, and antivirus scans.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Assisted in the successful migration of company email system to Office 365 while minimizing disruption to daily operations.
- Created user accounts and assigned permissions.
- Supported organizational growth by onboarding new employees with appropriate IT resources, training materials, and system access permissions.
- Increased first call resolution rates with thorough understanding of company systems, applications, and infrastructure.
- Researched and identified solutions to technical problems.
- Connected to computer of client using remote link to install programs and applications.
- Reduced downtime for users by promptly troubleshooting and diagnosing software and hardware problems.
- Helped streamline repair processes and update procedures for support action consistency.
- Installed and maintained hardware and computer peripherals to store tangible components.
- Implemented an automated ticketing system that streamlined helpdesk workflow while improving response time metrics.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
- Improved team performance by collaborating with coworkers to share knowledge and develop best practices for issue resolution.
- Patched software and installed new versions to eliminate security problems and protect data.
- Communicated with clients to verify roots and causes of computer problems.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Boosted end-user productivity through effective remote assistance using various tools such as TeamViewer, Remote Desktop, and VPN connections.
- Developed and implemented preventive maintenance procedures.
- Streamlined helpdesk processes by creating detailed documentation and updating knowledge base articles.
- Optimized network performance by monitoring usage trends, identifying bottlenecks, and recommending improvements where necessary.
- Configured and tested new software and hardware.
- Tested new software and hardware prior to deployment.
- Diagnosed and troubleshot hardware, software and network issues.
- Assisted in development of system security protocols.
- Collaborated with outside departments to implement system-wide improvements.
- Set up and administered [Type] and [Type] systems and configurations.
- Configured hardware, devices, and software to set up work stations for employees.
- Participated in professional development opportunities to stay current on emerging technologies, industry trends, and best practices in helpdesk support.
- Monitored systems in operation and quickly troubleshot errors.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Proactively identified potential IT issues through routine audits of systems'' logs, alerts, and reports.
- Provided after-hours support to ensure continuous IT service availability during critical business periods or outages.
- Installed, configured and maintained computer systems and network connections.
- Collaborated closely with other departments to identify opportunities for technology improvements that could enhance overall business efficiency.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Resolved problems, improved operations and provided exceptional service.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Passionate about learning and committed to continual improvement.
- Strengthened communication skills through regular interactions with others.
- Worked well in a team setting, providing support and guidance.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Cultivated interpersonal skills by building positive relationships with others.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Gained strong leadership skills by managing projects from start to finish.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Identified issues, analyzed information and provided solutions to problems.
- Developed strong organizational and communication skills through coursework and volunteer activities.
Lead Desktop Support
Robert Half Technology – Dallas County
03.2017 - 12.2017
- Supervise and assign duties to personnel in a Desktop Support Environment, providing support for Dallas County Employees Proficient in Windows Operating System Proficient in Microsoft Office Suite Working knowledge in Active Directory Strong communications skill, both written and verbal
- Quickly able to learn new technologies Effective Multi-Tasker Team Player Project Coordinator Install, set-up, and configure new workstations and printers ensuring network connectivity
- Install, upgrade, and troubleshoot hardware and software
- Troubleshoot and resolve various issues with networked workstations, printers, and distributed applications on a TCP/IP based Ethernet/Cisco Wireless network
- Work with developers on application rollout problems
- Configured, install, and repair network and local printers
- Provide second level support to the helpdesk/desktop services and work with other IT departments if necessary to solve escalations
- Provide technical coaching and mentoring to junior technicians, act as the lead support analyst, and help coordinate day to day help desk activities
- In charge of deployments coordinations
- Performed server support in field offices during server upgrades
- Provide Executive Support when needed
Administrator LAN & Consultant / EHR Implementation
Integrity Corp. / IT Management
04.2015 - 03.2016
- Operation and Maintenance of Active Directory on OS Sever 2003, 2008 & 2012 R2 Standard
- Support for users at the desktop level
- Troubleshooting printers, CPU, scanner, and other peripherals
- In charge of managing the network system and maintain it
- Conduct analysis for improvements and minimize the vulnerability of the system
- Management Web Filter
- Manage of network segmentation
- (VLAN) Operation and Maintenance of Outlook
- (365 Web Porta, Exchange Server) Knowledge in VOIP
- Provide On-Call Support In charge of internal audits to maintain the safety, quality and integrity of the company
- Operate and maintain system service requests reported by users.
IT Technician
Edic College Inc.
08.2014 - 04.2015
- Operation and Maintenance of Active Directory on OS Sever 2003, 2008 & 2012 R Standard
- Support for users at the desktop level
- Troubleshooting printers, CPU, scanner, and other peripherals
- In charge of managing the network system and maintain it
- Conduct analysis for improvements and minimize the vulnerability of the system
- Management Web Filter
- Manage of network segmentation
- (VLAN) Operation and Maintenance of Outlook
- (365 Web Porta, Exchange Server) Maintainer and provide network and system configuration of the same support
- LAN / WAN
MIS Technician
Caribbean Medical Center
02.2010 - 06.2014
- Operation and Maintenance of Active Directory on OS Sever 2003, 2008 & 2012 R2 Standard
- Support for users at the desktop level
- Troubleshooting printers, CPU, scanner, and other peripherals
- In charge of managing the network system and maintain it
- Conduct analysis for improvements and minimize the vulnerability of the system
- Management Web Filter
- Manage of network segmentation
- (VLAN) Operation and Maintenance of Outlook
- (365 Web Porta, Exchange Server) Provide On-Call Support In Charge of configure Server with protocol DNS or DHCP
- Configure and Maintain access control for VPN Connections for authorized users
- In charge of designing Data infrastructure
- Operate and maintain system service requests reported by users.
Education
BBA - Information Technology
NUC University
Carolina, Puerto Rico01.2012
Business Administration (System Administration Technology) -
Universidad del Este (UNE)
Carolina, Puerto Rico01.2011
Skills
- Network Administration
- Adobe Creative Cloud
- Customer service expert
- Project Coordination
- Software diagnosis
- Support Services
- Technical Support
- Software Upgrades
- Friendly and Patient
- Equipment Repair
- Delivery Management
- Tracking and Documentation
- Windows 10
- Defect Analysis and Resolution
- Employee Computer Support
- LAN/WAN
- Software Installation
- Service support
- Issue Troubleshooting
- Data Analysis
- Account updating
- Application installations
- Account Management
- Call Management
- Workforce Planning
- User credential management
- Customer Service
- Hardware and Software Repair
- Component Replacement
- Ticket support system management
- On-Site Technical Support
- Customer Communication and Empathy
- User Support
- Issue and Resolution Tracking
- Remote Technical Support
- Service Desk Team Management
- Technical issues analysis
- Customer Needs Assessment
Areas Of Proficiency
- Desktop Support Lead (In charge of Desktop Support group for Deployments, Projects Service Delivery & Upgrades)
- Experience with DRP for the Infrastructure / IT Department.
- Experience with NetBackup Server implementation and configuration.
- Experience with Symantec Antivirus 11.x and 12.x deployment for client computers.
- Experience with DDP Console (ATP & Encryption)
- Experience with IT security implementation.
- Experience with Decision Making Control Cycle (DMCC) for the IT Department.
- Strong experience with Windows XP, Windows 7 & Windows 10, Microsoft and proprietary software applications use in corporate environments.
- Knowledge Network Administration and Network Wiring.
- Knowledge in installation and configuration of servers using Windows Server 2003,2008, 2012 and 2016, R2, Standard & Enterprise.
- Manage the security of the user’s accounts and Organizational Units in Active Directory.
- Knowledge Network Equipment (Configures, installs, monitors and maintains IT Users’ desktop Software and Hardware, printers)
- Knowledge Platform EHR program (Electronic Health Record)
- Knowledge LAN/WAN Networking Troubleshooting.
- Knowledge VPN / TCP/IP / DNS/ DHCP / RDP /VOIP.
- Knowledge in computers (Data Entry, Word, Excel y PowerPoint)
- Knowledge and Remote Connections (TeamViewer, VCN, Log Me In, Remote Desktop Connections using Windows)
- Security Analyst
- Provide On-Call Support 24/7.
- Remotely Support/Diagnose.
- Tickets /work orders supporting/ Help Desk Knowledge.
- Proven interpersonal, written and verbal communication and leaderships skills.
- Bilingual (English/Spanish)
Languages
Spanish
Native or Bilingual
English
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Technical Support Analyst
United HealthGroup
05.2019 - Current
Lead Desktop Support
QNet Services Inc. – Dallas County
07.2018 - 05.2019
Server Administrator
Robert Half Technology – Dallas County
01.2018 - 06.2018
Lead Desktop Support
Robert Half Technology – Dallas County
03.2017 - 12.2017
IT Helpdesk Support
S&B Industry Inc. / Foxconn
04.2016 - 03.2018
Administrator LAN & Consultant / EHR Implementation
Integrity Corp. / IT Management
04.2015 - 03.2016
IT Technician
Edic College Inc.
08.2014 - 04.2015
MIS Technician
Caribbean Medical Center
02.2010 - 06.2014
BBA - Information Technology
NUC University
Business Administration (System Administration Technology) -
Universidad del Este (UNE)