Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Fred Hernandez

Lawton,OK

Summary

Professional with experience in desktop support and focus on achieving results. Skilled in troubleshooting, hardware and software installation, and network configuration. Strong emphasis on team collaboration and adaptability to changing needs. Known for reliability and results-driven approach.

Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.

Sincerely

Fred Hernandez


Overview

24
24
years of professional experience

Work History

Lead Technology Support Specialist

Vanderbilt University Medical Center
12.2015 - 03.2024
  • Responsible in managing/configuring user's Software, Hardware, Network Connectivity on site or Remote.
  • Check Backup Tape Library, Create/Update Desktop/Laptop Images for deployment.
  • Check Operating Rooms OR Board.
  • Renovate the OR Rooms, tear down and meet Go Live of OR Rooms on Time.
  • Maintain Inventory of hardware and end of life cycle in a fast-paced environment.
  • Ability to diagnose and resolve a wide range of complex technical problems in a wide range of business environments through proper troubleshooting and research, with minimal or no assistance.
  • Follow up on outstanding requests and ensure timely resolution.
  • Support clients via phone, remote, emails and on-site visits.
  • Replacement of workstation hardware, data migration, and installation of 3rd party software.
  • Working knowledge of Active Directory Users and Computers.
  • Proven ability to self-manage taking ownership of customer issues, following up, and document communication with the customer and work completed.
  • Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair.
  • Perform all assigned desk-side support activities.
  • Display outstanding technical and professional services skills at all time.
  • Meet - established customer service satisfaction levels and other operational/customer service metrics.
  • Weekly, Monthly and Yearly Server backup - Every Monday morning I would check that all back up servers have been successfully backed up Using Data Protection Management program into tapes using the Quantum i3 Library that holds 24 tapes.
  • Imaging Desktops/Laptops - Would install all the basic software that was used in the by users in the hospital.
  • Great an Basic image and Down Load the images into the New Desktops/Laptops and assigned a Computer name and add them to Active Directory for deployment.
  • After deployment would modify information of the User's Name that it was deployed to along with location, IP Address , and Out of warranty information.
  • Install Microsoft 365 - Install and Modify Office with user's ID and made sure the profile was created.
  • Software Installs and triage - Windows 10, Windows 11, Kronos, Big-IP- Edge Client, Censitrac NW, Dame Ware (remote connection software), Skype for Business, F5-VPN, Created SANE Laptops, Zoom, Workday, VPIMS Web, VPIMS Application, VMware Horizon Client, Pegasus Planview and update Right Fax Domain Controllers after hours.
  • Operating Rooms Renovation/Construction - Tear down ORs for Remodel/New Construction.
  • After Remodle, checked where the Nurses/Dr. Workstation Computers, EORboard, ELO Monitors were to be installed and checked all Data Ports for Network Connectivity, if no Network Connectivity on the port, I would submit a Data Port Activation ticket with the Data Port Location information.
  • After the renovation, I would do a walk through making sure all OR Monitors, computers, scanners, ID scanners and printers were working.
  • Ticketing System Peguses - Respond to users issues with Networking Connectivity, Work from home issues, via Peguses, Emails, phone call.
  • This would be either by calling user, or remote using DameWare or Office 365 and all software by taking ownership of the issue through completion in a timely manner.
  • Samsung Cameras - Subbmit a request, using peguses, for a Static IP along with the camera's Room number, Building and Floor.
  • Configure camera and made sure it was working and then submit another Request for Services to Install the camera.
  • I would be present when the install was made and made sure that I could connect to the camera with me laptop.
  • Create Intel ComputeSticks - Configured an Intel ComputeStick that will display the Schedule information about patients' operation information so Dr. could do a Check in And Check Out.
  • I would Submit request for a Static IP along with the Room Number, type board that it will be, Building and the compute sticks name.
  • I would then call VPIMS Team with the information so they could put the ComputeStick information in the correct table.
  • Hardware - Dell Desktops, Thin Client, Laptop computers, Samsung 55", 45" Monitors, Samsung Cameras, Samsung Handheld Scanners, Intel ID Scanners, HP Printers

2nd Level Support Service Desk

Quorum Health Resources (QHR)
03.2015 - 12.2015
  • Take care of user's Network, Software and Computer issues either on site or Remote Support while also maintaining and creating Image updates, maintain the server Backup, Maintain Inventory of hardware and end of life cycle for hardware.
  • Answer calls and respond to email from user with Network, Computer or Network issues.
  • Ticket tracking and maintaining SLA user Remedy and SalesForce.
  • Install, configure and support Office 2010 Pro plus, Windows 7, Enterprise and Windows 8.
  • Monitor and maintain Nightly back ups and restore data to user's profile if needed.
  • Maintain computer Images using Symantec Ghost and reimaging new laptops for new users or end of cycle replacement of computers.
  • Creating New User's ID in Active Directory, adding them to the correct OU in the Domain and assigning permissions/access to the Network according to their job responsibilities.
  • Deploying computers, monitors and printers for new users or replacement of any hardware.
  • Trouble shooting/repairing laptops/desktops hardware and running Diagnostics.
  • Remote into user's laptops using Webex to diagnose computer, network or software issues.
  • Maintain IT Computer/hardware Assets and dispose of out of warranty and broken hardware.
  • Order and maintain Inventory of laptops, monitors, keyboard, mouse, Monitor cables, power cables and keep track of Warranty Status.

Lead Desktop Field Site System Support - East Division (Contractor)

Fresenius Medical Care
05.2013 - 02.2015
  • Travel to Clinics in East Tennessee, and other States to assist in deployment projects, and provide support for Dialysis T-2008 Machines (Linux), Desktops, Laptops, Network Printers, eLO TVs, Pelham Sloan Chair sides, and trouble shoot LAN and Wireless Network.
  • Set up New Clinic Construction.
  • Go on site and patch cables in the Network Closet to correspond to each Data Port on the floor and in the offices.
  • Setup/Configure all Computers in offices/Nurse's Station and made sure they had Network Connectivity.
  • Assembled Carts and attached Dell Computers/eLO Monitors to Carts, Downloaded Chairside Linux image to the devices and attached them to the Dialysis Machines.
  • Configured Printer on the Network and set them out on the floor and installed them on every office computer.
  • Setup the T-2008 Dialysis Machines with Linux Image and configured them for Hard Wire or Wireless.
  • Made sure they were visible on the network using T-Tracker.
  • Install, Configure, Troubleshoot and maintain Zebra Label Printers for printing Medication and Lap Labels.
  • Install Windows Mobile Device and Mobile Materials Management Software and drivers for Hand Held Devices MC50 and MC55 for Windows XP and Win 7 32/64bit operating system.
  • Remote to Direct Touch TV using PCAnywhere or Dame Ware to trouble shoot and configure problems for sound, picture, channel changes, music and check Network and Cable TV services and connectivity.
  • Confirm that users and computers are in the correct OU in Active Directory and in the correct Group to access user's rights on the network.
  • Remote into user's New Desktop/Laptop, using Bomgar, to complete configuration/software installation, adding printers, set Laptop with Wireless connectivity, Configure Lotus Notes 8.5 and assuring Network Connectivity.
  • Connect to user's Dell Desktop/Laptop and trouble shoot hardware issues.
  • Call Dell Product Support and Dispatch an onsite Dell Tech and replace/repair Computers.
  • Use IP Scanner program to scan Clinic's Network and look for a device's IP Address.
  • Recover data from an Encrypted Damaged Hard drive with BitLocker.
  • Create Bootable Thumb drives with DOS or SysLinux using RMPrep USB and attaching a working image.
  • User Putty to configure Digi Boards.
  • Used CSDmanager to List and monitor Fresenius Chairside are seen on the Network.

Senior Desktop Support (Contractor)

IBM / CNA Insurance
07.2010 - 05.2013
  • Provide 2nd level technical support for 135 users in office and 36 Remote Work from home users.
  • Configure, Install and maintain images, trouble shoot break fix for Software, Hardware, and day to day Network Connectivity for 135 in office users and 36 Remote Work from Home users.
  • Provide on-site field support to customers including installation, and service and repair of systems and equipment.
  • Troubleshoot and configure email, Outlook 2003, for problems and accessibility.
  • Build and Repair new pc for new users by down loading a corporate image.
  • Deployment/Moves/Setups/Migration of new Desktops and Laptops.
  • Maintain a computer lap and fully inventoried for any break fix that needs to be done.
  • Assist all laptop users with WIFI and Wireless Connectivity.
  • Provide support and maintain classroom desktops with necessary image, plan software and hardware install needed for the any classes and Co. training scheduled.
  • Create User Accounts in Active Directory and Group Security Management monitoring.
  • Receive tickets of user's incidents thru a ticketing system BMC Remedy Service Management and meet the SLA.
  • Maintain Network Xerox printers, 16, in working order and would generate a service call to Xerox if the printer needs servicing.
  • Assists in instructing customers in the operation and maintenance of systems/equipment.
  • PC hardware installation and maintenance of Dell, IBM, Toshiba laptops and desktops.
  • Deployment/Moves/Setups/Migration of new Desktops and Laptops for new users or company computer refresh, (out of Lease).
  • Responsible to hire local help and instruct them on how to do the workstation refresh.
  • Maintained inventory of Desktops, Monitors, Network Cables, Hard drive, Printers, Laptops and update Asset Management with location of all equipment.
  • Remote connect to work at home user's Laptop using Dame Ware to trouble shoot software or hardware issues.

Remote Dispatch Technician (H&R Block) - Seasonal

H&R Block
02.2010 - 04.2010
  • Provide Technical PC and network support to retail tax field offices in accordance with World Headquarters and Divisional or Regional guidelines.
  • Serve as liaison between field offices, Service Center, Remote support and Regional Technology Manager to identify and resolve problems.
  • Assisted in remote and on-site setup of retail office computer and network equipment.
  • Responsible for troubleshooting hardware and software issues for approximately 1,800 retail field offices.
  • Maintain, Troubleshoot, and support field systems in Tax Offices by phone.
  • Remote connection to Servers and Workstation using Remote Desktop Management and Dame Ware.
  • Troubleshoot Routers, Modems, and Switches by pinging Router's IP address, Host, accessing Router in IE to check for WAN and VPN IP address.
  • Dispatch field tech for Hot Swaps of Hard Drives, Printers, Workstations, and Routers after troubleshooting procedures.
  • Re-imaging workstation and servers using Ghost.
  • Averaging 40 calls a day.

PC/LAN Support

Wheels Inc.
09.2007 - 05.2009
  • Position is secondary support to the Technical Helpdesk and provides phone coverage for internal / external end users.
  • Support objectives and specific tasks including: Desktops, Laptops operating systems desktop utilities and peripherals.
  • Provide technical support of associated programs and utilities that can not be resolved by the Technical Helpdesk 1st level role.
  • Participate in the annual DR (Disaster Recovery), test and configure 236 desktops using roll out technology at the DR site.
  • Create New User IDs in the corresponding department's OU in Active Directory, setting up user profile, home drive, password security, and making sure the Email address in Exchange was created.
  • Responsible for, with manager approval, grant and monitor security access to files and folders.
  • Receive phone calls/email and trouble shoot and diagnose any network problems and user access to the network, network printers, Office 2000-2003, in house software by walking user through diagnosing issue or Remote Connect to PC via Gen Control software to resolve issues.
  • Troubleshoot and configure email, Outlook 2003, for problems and accessibility.
  • Phone support for all internal and external users.
  • Take owner ship of network, user, printer email problems and all projects and assignments assigned to me.
  • Build and Repair new pc for new users by down loading a corporate image, using Ghost, from the network.
  • Naming the Pc using company naming convention and joining it to the Domain, then moving the PC name to its Departmental OU using Active Directory and Hyena.
  • Repair/Rebuild/ Replaced power supply, duel video cards, cooling fans, mother boards, CD/DVD ROMs, hard drives for Desktop and Laptops.
  • Deployment/Moves/Setups/Migration of new Desktops and Laptops for new users or departmental moves to new locations. (Internal customer moves).
  • Push/Install F-Secure, Anti Virus Program to pc and installing all Windows Updates.
  • Configure and Installing network printer to new user pc corresponding to department.

Technical Support eRX

AllScripts Inc.
09.2006 - 09.2007
  • Company Overview: Member of Medication Service Group (MSG) of AllScripts, leading provider of comprehensive prescribing and dispensing medication solutions for healthcare providers.
  • Resolve inbound customer/field service calls and concerns regarding hardware/software issues.
  • Building and configuration of hardware/software setups for Allscripts Direct.
  • Taking care of the day to day operations of creating user ID accounts using User Manager, Netware and set up security to files and folders within the network drives in regards to specific departments.
  • Assure server connectivity to the network by responding to outages and replacing or adding new hard ware/software.
  • Maintain customer satisfaction rating of 95% or better.
  • Maintain departmental target SLA for communication.
  • Building, configuring and marinating Windows XP Pro, 2000/2003 server professional hardware.
  • Resolution of inbound customer and field representative's questions and concerns.
  • Installing, configuring, repairing, and trouble shooting Touch Scripts 4.3/7.7.
  • Provide technical support to user with question on dispensing, printing scripts, setting up new user's, faxing problems, editing drug inventory.
  • Internal and external client training on Touch Scripts 4.3, 7.7 and Touch Works 9.2 and 10.1.
  • Order and ship new hardware for, Monitors, Modems, Touch Screen Monitors, preconfigured PC with either Touch Scripts 4.3, 7.7 or Touch Works 9.2 and 10.1.
  • Assisted, coordinated and provided technical support in implementing PC moves, performance tuning, migrations, upgrades, configurations and repairing of all laptops, desktops, and tablets.
  • Replace and upgrade their memory, hard drives, NIC cards, and Power supplies.
  • Installed, maintained and configured HP LaserJet/DeskJet Printers both personal and on the network side.
  • Install patches and resolve software, driver issues.
  • Would perform customer system backups and recovery when performing system upgrades.
  • Member of Medication Service Group (MSG) of AllScripts, leading provider of comprehensive prescribing and dispensing medication solutions for healthcare providers.

Team Lead - eDesk Deployment Migration Team

Kraft Foods
01.2006 - 09.2006
  • In charge of 6 technicians in 2 remote locations working to insure the migration to Windows XP, Windows Office 2003, Microsoft Outlook 2003, NetMeeting, Office Communication 2005 iPass, and Oracle roll out.
  • Trained technicians on how to implement a Pre-Check and a Post Check on each machine before and after a successful migration.
  • Set up migration schedules for pc or laptops to be migrated for that night and assign them to the technicians to run pre-checks on pc or laptops.
  • Upgrade of Lotus Notes 5 to Lotus 6.5r. And migrating user's ID and database.
  • Technicians would gather the Pre-Check information checking for computer name, serial number backing up user's PST, Word Docs, Excel, and Power Point files.
  • I would take user ID and PC information and create a new computer name on the new domain using Active Directory.
  • I wound monitor the jobs in both remote locations with pc monitoring tool to insure that the Norton Ghost migration started and was backing up the user's personal and computer information.
  • After the migration, technicians would run a Post-Upgrade Procedure to insure that the pc or laptop joined the new domain and the user's personal files, network /local printers, all network drive mappings, PST files, were downloaded.
  • Troubles shoot any problems that would come up after and during the migration.
  • Was in constant communication with Project leads, Developers, and Manager with daily status of the project.

Systems Analyst

Abbott Laboratories
02.2005 - 01.2006
  • Interface with multiple internal departments to resolve scripting issues and develop written procedures for field engineers and customers, reproduce and resolve technical problems in a virtual environment lab.
  • Setting up group, security, and group policy to IDs files and folders and provided support with any login or security issue that a user might have.
  • Create, support, trouble shoot, configure and train personal on using Microsoft Virtual PC 2004 software in a testing environment.
  • Assigning Group Policy to virtual machines, apply standard and restrictive permissions to both User and Computer Configurations of the Policy for testing purposes.
  • Link, Add, Remove, Enforce, Create new policy, and Copy policies to an OU.
  • Add Virtual machines to Domain using Active Directory.
  • Create Virtual Environment for Global Deployment of Lotus Notes 5.0 to Notes R6.5.
  • Create, install and configure AD server, Lotus Domino, and Notes Servers.
  • Create Workstations, install and configure Notes for deployment.
  • Test, Extract and Deploy Data Base and SQAP files.
  • Modify and unregistered/register DLL files using REGSVR32.
  • Modify the Login.asp file with the updated Block of Code and edit XML files.
  • Running and Testing Lotus Notes Domino 6.5.4 Client Deployment Scripts.
  • Testing scripts for Global Deployment of Notes6.5.4 by Controlled Domain Account Authentication, Local Workstation Authentication, and Domain Account Authentication.
  • Installing, configuring, troubleshooting, and supporting Windows XP/2000/2003, Office XP, Office 2000, Adobe Acrobat Reader, and Lotus Notes.
  • Provide support to SQL Programmers Oracle 9i, POMSnet, trouble shooting and maintaining Dell desktop, laptop, tablets, hardware peripherals, corporate software, and basic networking issues.
  • Install, configure, and trouble shoot, and Convert Windows Excel and Windows Word Documents into Acrobat Reader PDF files.
  • Monitored Server and provided hard drive cleanup by compressing files using WinZip and backing up Zip files to DVD.

System Specialist

Chicago Board of Trade
08.2004 - 01.2005
  • Provide 2nd and 3rd level onsite technical support in a fast pace Windows XP, Windows 2000, and corporate wide environment using Windows Active Directory.
  • Responsible for pushing out software to users through ZEN Works using Console one.
  • Creating/deleting user accounts, groups, and assigning users and group rights.
  • Setting up shared volumes, and directories, associating applications to groups, editing and assigning group policies.
  • Work with demanding, expert users of personal computers.
  • Installing, configuring, troubleshooting, and supporting Windows XP/2000, Office XP, Office 2000, Group wise and 3rd party software and hardware.
  • Provide support to traders on the trading floor, trouble shooting and maintaining Fujitsu/Dell desktop, laptop, tablets, hardware peripherals, corporate software, and basic networking issues.
  • To provide dependable and timely resolutions to customer's questions, I would try quick resolution over the phone, if possible, using the knowledge base or remote tools using PC Anywhere to help customers resolve technical issues.
  • I would escalate problems, after exhausting all avenues, guidelines and procedures by entering trouble tickets in Remedy and route them to the appropriate groups.
  • Responsible for trouble shooting and documenting common issues and solutions with suggested trouble shooting techniques and update the knowledgebase for future reference and training.
  • Assisted, coordinated and provided technical support in implementing PC moves, performance tuning, migrations, upgrades, configurations of all laptops, desktops, and tablets.
  • Replace and upgrade their memory, hard drives, NIC cards, and Power supplies.
  • Installed, maintained and configured HP LaserJet/DeskJet Printers both personal and on the network side.
  • Install patches and resolve software, driver issues.
  • Would perform customer system backups and recovery when performing system upgrades.
  • Created, configured, tested and deployed Images using Symantec Ghost and Ghost walk.
  • This would include installing, configuring and trouble shooting the Windows XP OS, Corporate Standard and 3rd party software to Desktop, Laptops, Tablets and insure connectivity to the Domain.
  • Insure confidentiality, integrity and availability of data by implementing industry standard controls and procedures.
  • Facilitate integration and support of business-critical hosted applications.
  • Resolve daily support issues related to Virus, and Spam using Norton Anti Virus, MacAfee, SpyBot and Ad-Aware software.
  • Install, configure, trouble shoot, support HP Personal Printers, Network printers, Scanners, docking stations, black berry, pda, and help create, resolve, document ticket problems through Remedy.

LAN Operation/Level III/PC Support

Zurich Kemper Life
07.2000 - 08.2004

Education

Associates Degree - Electronics

I.T.T. Technical Institute
01.1996

Skills

  • Active Directory management
  • Ticketing system proficiency
  • Remote desktop support
  • Software installation
  • Wireless networking
  • Application support
  • Incident management
  • System configuration
  • Hardware maintenance
  • VoIP systems
  • Patch management
  • Data recovery
  • Server administration
  • Network administration
  • Mobile device management
  • Storage area networks
  • Operating systems expertise
  • Cybersecurity best practices
  • Customer relationship management systems
  • Business continuity planning
  • Customer service
  • Active listening
  • Verbal and written communication
  • Decision-making
  • Remote support
  • Desktop support
  • Ticket management
  • Data entry
  • Product troubleshooting
  • Technical issues analysis
  • Product knowledge
  • Network configuration
  • Service support
  • Issue troubleshooting
  • Technical troubleshooting
  • Analytical thinking
  • Customer service expert
  • Windows 10
  • Hardware troubleshooting
  • Appointment scheduling
  • Ticket support system management
  • Microsoft outlook
  • Complaint resolution
  • Application installations
  • User support
  • Hardware diagnostics
  • LAN/WAN
  • Call center operations
  • Product training
  • Hardware upgrades
  • Customer success management
  • User credential management
  • TCP/IP
  • Performance testing
  • Technical support
  • Account management
  • Software diagnosis
  • System diagnostics
  • Systems analysis
  • Microsoft office specialist (MOS) expert
  • Staff education and training
  • Account updating
  • Information protection
  • Issue escalation
  • System administration
  • Technical documents comprehension
  • Access issue resolution
  • Wide-area networks
  • Videoconferencing
  • Linksys
  • Mozy online backup
  • Norton antivirus software
  • Support case resolution
  • User guidance
  • Antivirus software
  • MS office proficiency
  • Hardware and peripherals
  • Incident tracking
  • DHCP/DNS ethernet and firewall proficient
  • Windows xp/vista
  • Operating systems

Languages

Spanish
Native or Bilingual

Timeline

Lead Technology Support Specialist

Vanderbilt University Medical Center
12.2015 - 03.2024

2nd Level Support Service Desk

Quorum Health Resources (QHR)
03.2015 - 12.2015

Lead Desktop Field Site System Support - East Division (Contractor)

Fresenius Medical Care
05.2013 - 02.2015

Senior Desktop Support (Contractor)

IBM / CNA Insurance
07.2010 - 05.2013

Remote Dispatch Technician (H&R Block) - Seasonal

H&R Block
02.2010 - 04.2010

PC/LAN Support

Wheels Inc.
09.2007 - 05.2009

Technical Support eRX

AllScripts Inc.
09.2006 - 09.2007

Team Lead - eDesk Deployment Migration Team

Kraft Foods
01.2006 - 09.2006

Systems Analyst

Abbott Laboratories
02.2005 - 01.2006

System Specialist

Chicago Board of Trade
08.2004 - 01.2005

LAN Operation/Level III/PC Support

Zurich Kemper Life
07.2000 - 08.2004

Associates Degree - Electronics

I.T.T. Technical Institute

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