Jacy Hernandez
Miami,FL
Summary
Hard working individual with over 6 years of leadership experience and 2 years of IT support who is passionate about the technology industry and looking to be a great asset as a Network/Cybersecurity professional. Organized and dependable candidate successful at managing multiple priorities with a positive attitude in performance based and fast paced environments with the willingness to take on added responsibilities to meet team goals. Looking to be amongst likeminded professionals in the technology sector to not only further company, and stakeholder goals but also to establish a lifelong journey in this career.
Overview
8
8
years of professional experience
3
3
Industry Certifications
Skills
- Teamwork and collaboration
- Wireshark packet capture analysis
- Foundational knowledge of NIST cybersecurity frameworks
- Performance Management
- Understanding of WLAN and Mobile devices vulnerabilities and risk mitigation
- Fundamentals in Networks: TCP/IP, DNS, DHCP, OSI model
- Hardware and Software Installation configuration
- Hardware and Software Troubleshooting foundations
- Fundamentals in Operating Systems administration (Windows, Linux)
- Strong Problem-solving skills
- Incident report analysis
- Strategic planning
- Project management
- Staff Development
Certification
- 2023 CompTIA A plus Certified
- 2024 CompTIA Network plus Certified
- Axelos ITIL 4 Foundation Certified
- Google IT Support
- Currently studying for the CompTIA Security plus certification
Work History
Manager
F&M Restaurant
07.2016 - Current
- Leading team of 11 staff members in a fast-paced restaurant environment
- Resolve operational challenges with a focus on efficiency and customer satisfaction
- Established robust risk mitigation strategies to safeguard against potential operational challenges or disruptions.
- Ensure compliance with health and safety regulations, conducting regular inspections and staff training.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Developed a strong business culture focused on employee engagement, collaboration, and continuous learning opportunities.
IT Support & Sales Consultant
Comcast/Xfinity
06.2016 - 06.2018
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Resolved technical problems, improved operations and provided exceptional service.
- Remote troubleshooting on customers modems/routers such Wi-fi connectivity issues and compatibility with hardware components.
- Skilled at working independently and collaboratively in team environment.
- Managed approximately 30 incoming calls, emails per day from customers.
Grievance and Appeals Analyst
HealthSun Health Plans
12.2021 - 11.2023
- Analyze patient grievances related to healthcare services and ensuring compliance with organizational policies
- Managed over 30 cases per week from, far exceeding service level agreements.
- Conduct thorough investigations while gathering relevant information to determine nature of grievances
- Identify causes contributing to grievances and using tools and techniques for corrective and preventative action
- Collaborate with teams and management to develop preventative measures and enhance patient experience.
- Leveraged data analysis tools to track performance metrics, identifying trends in case outcomes that informed strategic decision-making efforts.
Grievance and Appeals Special Matters Expert
CarePlus Health Plans
06.2018 - 12.2021
- Collaborate with internal departments, such as compliance, quality improvement and patient relations in resolving patience grievances
- Proved successful working within tight deadlines and fast-paced environment.
- Managed over 40 cases per week while implementing solutions for employee efficiency.
- Provided training and education to onboarding personnel to ensure best practices and ensure effective handling of operational procedures
- Prepare accurate and detailed reports on patient grievance investigations, document findings with recommended actions and present them to management and related internal entities.
Education
Bachelor of Science in Cybersecurity and Information Assurance -
Western Governors University
Salt Lake City, UT02.2026
High School Diploma -
Barbara Goleman Senior High School
Miami, FL06.2002
Ongoing Training
- Currently studying for the CompTIA Security plus certification
- Enrolled in the Google Cybersecurity certificate program
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Grievance and Appeals Analyst
HealthSun Health Plans
12.2021 - 11.2023
Grievance and Appeals Special Matters Expert
CarePlus Health Plans
06.2018 - 12.2021
Manager
F&M Restaurant
07.2016 - Current
IT Support & Sales Consultant
Comcast/Xfinity
06.2016 - 06.2018
Bachelor of Science in Cybersecurity and Information Assurance -
Western Governors University
High School Diploma -
Barbara Goleman Senior High School