Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Rafael Hernandez

Kissimmee,FL

Summary

Motivated professional with a strong background in technical problem-solving, stakeholder communication, and client service, now transitioning into the insurance industry. Experienced in managing high-pressure environments while supporting global networks and delivering timely solutions to complex issues. Known for mentoring peers, building trust with diverse clients, and clearly explaining complex information to both technical and non-technical audiences. Certified in multiple fields with a proven track record of learning new systems quickly and adapting to evolving business needs. Brings a detail-oriented, analytical mindset, strong interpersonal skills, and a desire to help clients find the right solutions. Eager to contribute to a dynamic insurance team by building long-term relationships and supporting individuals and families with their insurance needs.

Overview

1
1
year of professional experience

Work History

Network Operation Center Technician

Global Linking Solutions
11.2024 - Current
  • Responsible for proactively monitoring 130,000+ globally managed devices across 50,000+ sites in 120+ countries using SD-WAN network dashboards, including Cisco Meraki, VMware VeloCloud, Fortinet FortiManager, and Cradlepoint, with focus on broadband and cellular connectivity for enterprise clients such as Domino's, Jersey Mike's, and Enterprise Holdings
  • Provided first-level Layer 1 support by promptly handling inbound/outbound calls and emails, reducing wait times, managing trouble tickets, and dispatching technicians in a fast-paced SD-WAN environment
  • Troubleshoot network connectivity issues on Cisco, VMware, and Cradlepoint SD-WAN devices using SSH and CLI tools, applied knowledge of IP troubleshooting, including TCP/ IP, DNS, ping, traceroute, and ipconfig, focusing on broadband and cellular performance
  • Dispatched field technicians for repairs, collaborated on SD-WAN service turn-ups and device onboarding, and provided first-level support through proactive monitoring and troubleshooting of network devices and applications including switches, routers, wireless access points, and servers
  • Tested and evaluated proprietary SD-WAN software and equipment to enhance performance and usability, documented server and network issues in detail, and coordinated with service vendors to resolve broadband and cellular issues, including outages, latency, packet loss, jitter, and provisioning failures
  • Trained and mentored 5+ new NOC team members on SD-WAN monitoring tools, troubleshooting procedures, and real-world incident handling, resulting in faster onboarding and improved team efficiency

Education

Bachelor of Business Administration -

Universidad Del Turabo
Orlando, FL
05-2021

Skills

  • Customer Service
  • Empathy & Active Listening
  • Excellent People Skills
  • Trust & Relationship Building
  • Costumer-Centered Mindset
  • Client needs Assessment
  • Effective Communication (Bilingual: English & Spanish)
  • Problem Solving and Critical Thinking
  • Trust Building and Rapport Development
  • Adaptability and Fast Learner

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Network Operation Center Technician

Global Linking Solutions
11.2024 - Current

Bachelor of Business Administration -

Universidad Del Turabo

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