Leo Hernandez
Hialeah
Summary
Detail-oriented IT Helpdesk Support Technician with over 1.5 years of experience managing and troubleshooting computer systems in a fast-paced environment. Strong communication skills and practical knowledge of Windows-based infrastructure, Active Directory, backup systems, and remote support tools. Seeking to leverage hands-on expertise and collaborative problem-solving skills in a Systems Administrator role.
Overview
3
3
years of professional experience
Work History
IT Helpdesk Support Technician
The Ticket Clinic
Miami
11.2022 - Current
- Delivered front-line technical support for hardware, software, network, and system-related issues
- Demonstrated proficiency in Active Directory by creating and managing user accounts, security groups, and organizational units to streamline access control and enhance system administration efficiency
- Resolved complex user issues and escalated as needed while maintaining detailed documentation
- Administered remote desktop sessions and supported M365 tools across multiple departments
- Maintained and updated internal documentation and contributed to process improvement
- Assisted with configuring and deploying workstations, updates, and antivirus patches
- Collaborated with IT leadership on periodic audits and system reviews
- Networking Fundamentals: Configured LAN/WAN environments and explored TCP/IP protocols
- Systems Analysis & Design: Created workflows and diagrams to model scalable systems
- Operating Systems: Hands-on experience with Windows 7, 10 and 11 and IOS Devices.
- IT Security: Studied cybersecurity principles including access control, firewalls, and threat mitigation
- Technical Communication: Developed professional documentation and technical writing skills
- VOIP: Provided configuration, maintenance, and troubleshooting support for VoIP phone systems, ensuring reliable communication across departments and resolving connectivity issues through collaboration with internal teams and service providers.
- FreePBX: Configured call queues, extensions, inbound routes, and emergency call routing protocols to support enterprise VoIP needs
- Microsoft Intune: Enrolled and managed Windows 11 devices; applied configuration profiles and compliance policies to maintain endpoint security
- Service Desk Plus: Created, tracked, and resolved support tickets; documented critical incidents and resolutions to ensure accurate reporting and SLA compliance
- Network Switches: Performed initial switch setups and connected all end-user devices; ensured proper VLAN segmentation and device communication
- Cisco Meraki: Managed mobile devices and network infrastructure; monitored office connectivity, configured ADE devices, and ensured reliable network status reporting
- Apple Device Management: Added Apple devices to management GUI, deployed applications, and maintained asset integrity across macOS and iOS environments
- Active Directory: Created and administered user accounts, security groups, shared mailboxes, licenses, and organizational units for streamlined identity access control
Education
Bachelors in Science - Computer Information Systems, Networking
Miami Dade College
07.2025
Electronic Engineering -
Miami Lakes Educational Center
Hialeah, Florida01.2020
Skills
- Strong verbal and written communication
- Excellent documentation and organizational habits
- Collaborative team player with leadership potential
- Customer service-oriented with a proactive problem-solving mindset
- Adaptability from diverse technical exposures and continuous learning
Hobbies and Interests
- Passionate about global travel, with the goal of visiting every continent to explore diverse cultures and landscapes.
- Deeply engaged in gaming and anime, which foster creativity, strategic thinking, and community connection.
- Enjoy building meaningful relationships both online and in person, and thrive in social environments that encourage collaboration and personal growth.
References
- Alejandro Garcia, 786-753-1276
- Jose Aguilar, 786-372-1456
Timeline
IT Helpdesk Support Technician
The Ticket Clinic
11.2022 - Current
Bachelors in Science - Computer Information Systems, Networking
Miami Dade College
Electronic Engineering -
Miami Lakes Educational Center