Ricardo Hernandez
Summary
Experienced, Resourceful, and Driven Systems Administrator with 18 years of progressive IT experience. Proven track record in responding to a wide range of technical challenges with a focused and creative approach. Committed to delivering optimal technical solutions that meet functional and business requirements.
Highly effective at problem-solving and decision-making. Demonstrated leadership in guiding teams, with strong communication skills and consistent training to ensure effective interactions with employees and departments across diverse environments and situations. Flexible, with a positive work attitude, and focused on producing results under tight deadlines.
Overview
20
20
years of professional experience
Work History
SYSTEMS ADMINISTRATOR
Brady West, Inc
02.2023 - Current
- Provide onsite IT support for staff at our 12 offices and our offsite staff and contractors.
- Resolved escalated help desk tickets promptly, providing high-quality support to end users experiencing technical issues.
- Assisted in the onboarding process of new employees by setting up workstations, provisioning accounts, and providing initial IT training as necessary.
- Assist in the implementation of new technology
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Worked with team updating computers and firewalls.
- Supported remote workforce needs by enabling them to access critical resources from any location through Sharepoint.
- Maintain a high level of professionalism, empathy, and exceptional customer service.
- Maintain knowledge of current trends and developments in the field of technology
IT Support Specialist
Brady SoCal
02.2021 - 02.2023
- Managed and processed support actions and requests.
- Managed call flow for 3 statewide locations and responded to technical support needs.
- Installed and configured operating systems and applications locally and remotely.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Maintained backup servers and systems data integrity and have replication in case of disaster.
- Managed JAMF MDM server to push software to iOS devices.
- Administered software installs and updates with PDQ software.
- Created software packages so they could be deployed with PDQ
- Asset management With PDQ software.
Senior Field Technician
DXC Technologies, Hewlett Packard Enterprise
01.2012 - 11.2020
- Provided technical support to over 5,000 users nationwide by leveraging historical data, knowledge base, and technical expertise.
- Successfully installed, upgraded, and repaired hardware, software, and peripheral components to ensure optimal functionality.
- Performed troubleshooting and diagnostics of malfunctioning equipment, machinery, tools, and components.
- Enacted successful repairs by applying technical skills and operations knowledge.
- Trained junior field technicians, improving overall team competency and promoting professional growth among staff members.
- Directed team of 6 service professionals working on refresh of equipment and break fix and departmental moves.
- Provided executive support as required by organization during on and off business hours or while traveling.
- Increased job completion rates through diligent work ethic and effective time management skills.
- Established positive rapport with clients by consistently demonstrating professionalism, technical expertise, and commitment to customer satisfaction.
- Collaborated with cross-functional teams to complete large-scale projects within tight deadlines, resulting in increased revenue generation.
- Partnered with asset management and engineering to test and procure computer equipment to meet and exceed the needs of the the different engineering groups.
- Assigned and tracked progress of tickets in ServiceNow.
- Set schedules, monitored inventories and conducted training.
- Provided conference room and training room a/v and equipment support.
- Fully managed and administered Active Directory, including creating users, security and global groups, and managing users and group permissions.
- Administered Windows backup and printer server.
IT Systems Administrator 1
Goodrich Aerospace
09.2008 - 01.2012
- Provided technical support to over 5,000 users nationwide by leveraging historical data, knowledge base, and technical expertise.
- Successfully installed, upgraded, and repaired hardware, software, and peripheral components to ensure optimal functionality.
- Developed comprehensive documentation for IT processes and procedures, facilitating knowledge transfer amongst team members.
- Reduced downtime by proactively identifying potential issues and resolving them before they escalated.
- Implemented effective performance metrics, enabling on time delivery and proactive issue resolution.
- Improved user experience by troubleshooting application issues and collaborating with developers on necessary updates or enhancements.
- Established standardized operating procedures for IT Systems Administration tasks, promoting consistency across the organization in all relevant activities performed throughout daily workloads.
- Developed and documented policies, procedures and standards.
- Researched and recommended new technologies and strategies for improving system performance.
- Evaluated software products to determine compatibility with existing systems.
- Directed team of 6 service professionals working on refresh of equipment and break fix and departmental moves.
- Trained junior field technicians, improving overall team competency and promoting professional growth among staff members.
- Provided executive support as required by organization during on and off business hours or while traveling.
- Created comprehensive documentation for software installation and refresh procedures.
- Collaborated on process improvements, resolved break/fix tickets, and managed office equipment.
- Managed the Windows 7 upgrade project for a site with over 2,500 computers.
- Led a team of 5 technicians to ensure successful implementation.
- Active Directory collaborated with various departments for the onboarding and offboarding of users.
- Fully managed and administered Active Directory, including creating users, security and global groups, and managing users and group permissions.
- Administered Windows backup and printer server.
Desktop Engineer
Do IT Smarter
05.2005 - 09.2008
- Provided technical support to300 users locally and in Japan by leveraging historical data, knowledge base, and technical expertise.
- Created thorough documentation on system configurations, policies, and procedures for use by IT staff and end-users alike.
- Enhanced system performance by optimizing desktop configurations and implementing software updates.
- Worked and managed MSP to ensure we had the support needed with network infrastructure and backup strategy
- Tested new software and hardware prior to deployment.
- Reviewed and recorded hardware inventories by documenting serial numbers and other specifics for accurate tracking.
- Configured and tested new software and hardware.
- Set up and updated equipment for customer use in line with company standards and procedures.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Tracked work with ServiceNow ticketing system.
- Documented support interactions for future reference within ServiceNow.
- Removed malware, and other threats from laptops and desktop systems.
- Configured hardware, devices, and software to set up work stations for employees.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Served as a liaison between the IT department and end-users, effectively communicating complex technical concepts in understandable terms.
- Configured VoIP phones according to company standards.
Education
Certificate of Technical Studies - Cyber Security
UC Berkley Extension
Berkeley, CA01-2024
Master of Science - Computer And Information Systems
University of Phoenix
San Diego, CABachelor of Science - Computer Information Systems
University of Phoenix
San Diego, CASkills
- Technical support
- Windows administration
- Incident management
- Self motivation
- Team collaboration
- Data backup
- Remote Access technologies
- IT procedure development
Timeline
SYSTEMS ADMINISTRATOR
Brady West, Inc
02.2023 - Current
IT Support Specialist
Brady SoCal
02.2021 - 02.2023
Senior Field Technician
DXC Technologies, Hewlett Packard Enterprise
01.2012 - 11.2020
IT Systems Administrator 1
Goodrich Aerospace
09.2008 - 01.2012
Desktop Engineer
Do IT Smarter
05.2005 - 09.2008
Certificate of Technical Studies - Cyber Security
UC Berkley Extension
Master of Science - Computer And Information Systems
University of Phoenix
Bachelor of Science - Computer Information Systems
University of Phoenix
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