Valerie Hernandez
Summary
IT professional with 2 years of enterprise systems and technical support experience across Active Directory, Microsoft Entra, Intune, Exchange, Citrix VDI, and Microsoft 365. Experienced in account administration, endpoint support, authentication, and troubleshooting enterprise environments. B.S. in Computer Science seeking a Systems Administration or Infrastructure role.
Overview
5
5
years of professional experience
Work History
IT Systems Specialist
FirstService Residential
Dania Beach, FL
12.2024 - Current
- Administered Active Directory and Exchange Admin Center accounts to facilitate secure onboarding and access delegation, and ensure timely deactivation to mitigate unauthorized use.
- Configured and supported multi-factor authentication (MFA) for employees across devices, reducing account takeover risk and strengthening organizational security posture.
- Monitored Microsoft Entra sign-in/audit logs for suspicious activity and escalated findings to the security team, contributing to proactive threat detection.
- Resolved 4,000+ IT service tickets in ManageEngine ServiceDesk, addressing access, authentication, and endpoint security issues to enhance user support.
- Supported end-users across Citrix VDI, Microsoft 365, and company applications, while troubleshooting hardware issues with printers, laptops, monitors, and peripherals to sustain operational efficiency.
- Developed comprehensive product support and troubleshooting guides in Confluence, enhancing efficiency and consistency for the IT Tier 1 support team.
Telephone Operator
Ring Savvy, Inc.
05.2024 - 12.2024
- Answered 5,000+ inbound calls for multiple businesses, gathered caller information, and followed client-specific instructions to ensure accurate message delivery.
- Transferred callers to appropriate contacts, facilitating effective communication and delivering professional customer service across diverse industries.
- Operated multi-line phone systems to manage incoming calls efficiently.
- Provided exceptional customer service by addressing caller inquiries promptly.
- Transferred calls to appropriate departments while maintaining communication flow.
Front Desk Receptionist
Eye Center of South Florida
Pembroke Pines, FL
07.2022 - 04.2024
- Managed patient admissions and insurance authorizations for 200+ weekly cases, ensuring data accuracy and confidentiality.
- Streamlined communication processes by managing 200+ weekly calls and 50+ in-office patients, enhancing patient experience.
FOH Member
Bolay
Pembroke Pines, FL
09.2021 - 07.2022
- Mentored 10+ new staff, enhancing service quality and customer satisfaction through structured onboarding.
- Executed efficient multitasking during busy shifts by simultaneously handling cash transactions, bagging orders, and managing curbside pickups, which contributed to a 20% increase in overall sales volume.
Education
Bachelor of Science - Computer Science
Florida International University
Miami12-2024
Associate of Arts - Computer Science Major
Broward College
Davie, FL12-2022
Skills
Systems Administration: Active Directory, Microsoft Entra (Azure AD) Admin Center, Microsoft Intune, Exchange Admin Center, Citrix VDI
Microsoft & IT Operations: Microsoft 365 Suite, ManageEngine ServiceDesk, Confluence, Endpoint Security Compliance
Technical Support: User Access, Authentication, Endpoint Troubleshooting, Hardware & Peripheral Troubleshooting
Programming Languages: Java, HTML, CSS, JavaScript
Spoken Languages: Bilingual in English and Spanish
Projects
- PetGuardian, Aug 2024 – Dec 2024, Developed a full-stack web application with React, Node.js, and SQLite to allow users to easily store pet health records with secure authentication and image uploads., Implemented a location-based vet finder and validated features via Postman and cross-device testing.
- BetterClasses FIU, May 2024 – Jul 2024, Led a 4-member team to develop a Chrome extension using JavaScript, HTML, and CSS that pulls RateMyProfessors.com data to display professor ratings, difficulty, and reviews during class selection., Optimized real-time data display and aggregated professor ratings/research, reducing load times and student research effort while boosting engagement and aiding course selection.
- Student Wallet – PlutoHacks, Oct 2022, Programmed a website with HTML, CSS, JavaScript, and Bootstrap to help students check loan forgiveness., Designed an interactive quiz that automated eligibility checks, improving response accuracy and efficiency.
Timeline
IT Systems Specialist
FirstService Residential
12.2024 - Current
Telephone Operator
Ring Savvy, Inc.
05.2024 - 12.2024
Front Desk Receptionist
Eye Center of South Florida
07.2022 - 04.2024
FOH Member
Bolay
09.2021 - 07.2022
Bachelor of Science - Computer Science
Florida International University
Associate of Arts - Computer Science Major
Broward College