Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Jay Hernandez

San Antonio

Summary

Forward-thinking IT leader with 15 years of experience driving enterprise-grade technology solutions, digital transformation, and operational excellence. Skilled in infrastructure management, cybersecurity planning, and full system lifecycles—from strategic roadmapping and deployment to continuous improvement. Proven track record in disaster recovery planning, team development, and cost-effective technology optimization. Known for aligning IT initiatives with business goals, managing cross-functional teams, and leading with a proactive, results-driven mindset. Seeking to bring technical depth and strategic vision to innovative organizations focused on scalable growth.

Overview

12
12
years of professional experience
1
1
Certification

Work History

IT Applications Manager

Claim Assist Solutions
04.2023 - Current
  • Analyzed network security and current infrastructure, assessing areas in need of improvement.
  • Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Implemented and maintained technology and software budget.
  • Liaised with other departments to minimize network interruptions and possible downtimes.
  • Managed life cycle replacement of hardware and software.
  • Wrote strategic business plans outlining need for departmental information technology resources.
  • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
  • Coordinated secure system access of users to various department systems and platforms.
  • Conducted comprehensive system assessments to identify application performance issues, technical debt, and modernization opportunities.
  • Collaborated with executive stakeholders and PMO to scope, prioritize, and execute digital transformation initiatives that align with business strategies.
  • Manage production software changes, mitigating risks through proactive release coordination, regression testing, and stakeholder communication.
  • Lead a high-performing team of internal and external IT professionals; provide coaching, career development plans, and performance reviews tied to KPIs and organizational goals.
  • Drive performance monitoring through dashboards and metrics covering uptime, usage, SLA adherence, and customer feedback to ensure ongoing operational excellence.
  • Develop and enforce best practices for application configuration, data governance, and security compliance, supporting internal and external audits.
  • Direct change management and incident response, using ITIL-based frameworks to ensure reliable deployments and minimize operational impact.
  • Evaluate and manage vendor relationships including contract renegotiation, SLA enforcement, and regular performance reviews to drive accountability and value.
  • Create and maintain technical documentation for system architecture, configurations, and integrations using tools like Atlassian Confluence and SharePoint.
  • Implement automation in Okta and continuous improvement strategies to streamline support workflows, reduce manual effort, and improve response time and customer satisfaction.
  • Serve as a key decision-maker for enterprise architecture reviews, risk assessments, and system roadmaps in coordination with the CIO

Technical Support Engineer II

MBS Secure
03.2022 - 04.2023
  • Focus and responsibility on cybersecurity administration, system and server administration, maintenance and deployment of all supported devices.
  • Investigated and remediated compromised email and user accounts, phishing attempts, and infections caused by viruses, malware, and trojans.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Researched, developed, and implemented comprehensive internal password policies and enforcement strategies to strengthen organizational security posture.
  • Developed the Cybersecurity Incident Report framework, documented procedures, and conducted training sessions to ensure consistent and accurate incident reporting by the team.
  • Deployed a Phishing Alert button across Microsoft 365 Exchange (including on-premises and mobile platforms), configured automated ticketing alerts, and led end-user training. Conducted simulated phishing campaigns to assess user awareness and identify security vulnerabilities.
  • Designed and launched Security-as-a-Service (SECaaS) offerings as a managed service provider (MSP), generating new revenue streams and enhancing the organization’s cybersecurity portfolio.
  • Collaborated directly with the CEO and CFO on ESET licensing audits and billing, while leading the sale, deployment, and ongoing maintenance of security products across endpoints and servers using the ESET Web Console’s task automation, reporting, and exclusion features.
  • Provided remote cloud support and managed IT services for clients using tools such as ConnectWise, Kaseya, and WatchGuard VPN. Supported and maintained Microsoft Servers, RDS infrastructure, Connection Brokers, App Servers, EDR applications, RingCentral, and Office 365 Admin Center—including license management, auditing, deployment, and ongoing administration.
  • Remotely deployed and supported various on-premises and cloud-based applications—including RingCentral, Google Chrome, and dental imaging software—using Group Policy Management Console. Managed RingCentral Video Outlook add-in deployment through the Office 365 Admin Center.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Delivered Tier-3 support and SME input to internal and external customers.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Developed and implemented preventive maintenance procedures.
  • Created user accounts and assigned permissions.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Installed and configured operating systems and applications.
  • Offered assistance in implementing and developing training programs.
  • Generated reports to track performance and analyze trends.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Assisted in development of system security protocols.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Installed, configured and maintained computer systems and network connections.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Monitored system performance to identify potential issues.
  • Researched and identified solutions to technical problems.

Desktop Support Analyst

CH Guenther & Son, LLC
10.2019 - 03.2022
  • Provided desktop support while leading volunteer projects, developing training materials, and delivering onboarding sessions for new and existing employees. Managed inventory, asset tracking, and software licensing using Microsoft Access and Active Directory to ensure accurate record-keeping and compliance.
  • Performed local and remote imaging, upgrades, and deployments of computers on a 3-4 year lifecycle. Provided consistent customer support before and after the pandemic, contributing to the company’s peak operational efficiency and financial performance.
  • Collaborated closely with executives to deliver timely technical solutions, ensuring seamless execution of meetings and Townhalls.
  • Partnered with Senior Systems Administrator, Network Administrators, and Engineers to acquire critical production knowledge and streamline processes, contributing to reduced downtime in production environments.
  • Collaborated proactively with software and hardware vendors to promptly resolve technical issues, minimizing downtime and maintaining operational continuity.
  • Managed system server maintenance, application deployments, updates, and patching using SCCM to ensure optimal performance and security.
  • Troubleshot various technical issues dealing with printers, network, barcode scanners and phone systems.
  • Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
  • Installed and maintained Windows and desktop software, service packs, patches, and anti-virus updates for 3,000+ international clients.
  • Installed new hardware and software, patched systems, and configured settings.
  • Coordinated with vendors to obtain necessary components and maintain smooth operations.
  • Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
  • Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications, and peripheral equipment.
  • Provided on-site and remote technical support to users.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed and configured operating systems and applications.
  • Offered assistance in implementing and developing training programs.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Installed, configured and maintained computer systems and network connections.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Desktop Support Technician

Methodist Healthcare Ministries
03.2013 - 10.2019
  • Led the Desktop Support team as Senior Technician, developing training materials and delivering sessions for new and existing employees.
  • Managed inventory and asset tracking using Microsoft Excel, Access, and Smartsheet to ensure accuracy and efficiency.
  • Imaged and deployed 500+ computers on a 3-year cycle, providing ongoing support for NextGen EHR, EMR, and EDR systems, as well as Citrix environments for clinics and remote users across Texas.
  • Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
  • Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
  • Learned and implemented new software testing procedures.
  • Obtained and evaluated information about new systems, peripherals and software technology.
  • Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Created user accounts and assigned permissions.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Education

Associate of Applied Science - Cybersecurity And Information Assurance

San Antonio College
San Antonio, TX
12-2025

Skills

    IT Strategy & Roadmap Development

    Digital Transformation & Change Leadership

    Enterprise Application Management & Optimization

    Cybersecurity Governance, Risk & Compliance (GRC)

    Information Security & Data Privacy (HIPAA, GDPR)

    Team Leadership & Talent Development

    Vendor & Contract Lifecycle Management

    Cloud Architecture & Migration (Microsoft Azure, Office 365)

    IT Budgeting, Forecasting & Cost Optimization

    Service Delivery Management & ITIL Best Practices

    Incident Response & Business Continuity Planning

    Technology Procurement & Asset Lifecycle Management

    Stakeholder Engagement & Business Relationship Management

    Process Improvement & Operational Excellence

    Performance Metrics, KPIs & Executive Reporting

Accomplishments

    San Antonio College President's List | 2024 & 2025

    Phi Theta Kappa Honors | 2024

    The National Society for Leadership & Success | 2024

    Computer Forensics | 2024

    Information Assurance and Cybersecurity | 2024

    Cyber First Responders | 2024

    Linux Professional OSA | 2024

    CompTIA Security+ OSA | 2024

Certification

Google Project Management | 2025
Cyber Threat Management | 2024
Endpoint Security | 2024
Ethical Hacker | 2024
Network Defense | 2024
Network Support and Security | 2024

Networking Devices & Initial Configuration | 2024

Data Analytics Essentials | 2024

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

IT Applications Manager

Claim Assist Solutions
04.2023 - Current

Technical Support Engineer II

MBS Secure
03.2022 - 04.2023

Desktop Support Analyst

CH Guenther & Son, LLC
10.2019 - 03.2022

Desktop Support Technician

Methodist Healthcare Ministries
03.2013 - 10.2019

Associate of Applied Science - Cybersecurity And Information Assurance

San Antonio College

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