John Heredia
Boston,MA
"Quality means doing it right when no one is looking."
Henry Ford
Summary
Detail-oriented and technically versatile professional with hands-on experience in troubleshooting, system optimization, and secure documentation. I bring a methodical, customer-focused approach to IT support, translating complex issues into clear, actionable solutions. Known for reliability, clarity, and continuous improvement across hardware, software, and network environments.
Overview
4
4
years of professional experience
2
2
Certifications
Work History
AI Trainer
Handshake
Boston, Massachusetts
02.2026 - Current
- Reviewed AI-generated responses for accuracy and clarity.
- Labeled and categorized data to improve model performance.
- Identified errors and provided corrective feedback.
- Followed strict guidelines to ensure consistent output quality.
Package Handler
FedEx
Boston, MA
10.2024 - 08.2025
- Assisted with troubleshooting workstation and system issues, including login errors, printer malfunctions, and basic network connectivity.
- Collaborated with team members to meet daily shipping and delivery quotas in a fast-paced environment
- Loaded and unloaded from trucks, vans, and planes, efficiently handling and moving heavy packages.
- Conducted package inspections for damage and reported discrepancies to supervisor.
Shift Leader
Delucas
Boston, MA
01.2022 - 01.2023
- Provided hands-on troubleshooting for POS systems, device connectivity, and basic tech issues.
- Enhanced team productivity by coordinating inventory audits and implementing efficient restocking procedures.
- Monitored employee performance and provided feedback for improvement.
- Ensured staff was properly trained on all aspects of their job duties, including safety protocols.
Education
Bachelor of Science - Cybersecurity And Information Assurance
01-2029
Cybersecurity Bootcamp -
01.2024
- Penetration Test, Capstone Project: Conducted comprehensive simulations to identify and analyze vulnerabilities in network systems. Delivered actionable recommendations to improve system reliability and resilience, showcasing skills in system troubleshooting, analysis, and documentation.
Projects
- Network Troubleshooting Lab — Built a small test network and practiced diagnosing DNS, DHCP, and connectivity issues using tools like ping, tracert, and ipconfig.
- Ticketing System Lab — Simulated help desk workflows using Jira/ServiceNow templates, logging incidents, documenting steps, and practicing escalation procedures.
- Security Hardening Lab — Applied basic security hardening on a test machine: MFA, password policies, firewall rules, and update management.
Skills
- User and System Administration
- Technical Communication
- Strong Attention to Detail
- Bilingual
- Hardware and Software Troubleshooting
- Support Ticket Handling
Certification
CompTIA A+
CompTIA Sec+
Timeline
AI Trainer - Handshake
02.2026 - Current
Package Handler - FedEx
10.2024 - 08.2025
Shift Leader - Delucas
01.2022 - 01.2023
Western Governors University - Bachelor of Science, Cybersecurity And Information Assurance
UMASS Global - Cybersecurity Bootcamp,