Valerie K Hernandez
IT Support Professional
Prescott,AZ
Summary
Software professional with solid foundation in technical support and software maintenance. Known for effectively diagnosing and resolving software issues, contributing to overall system efficiency. Brings collaborative approach to team projects and adapts fluidly to changing technical requirements, ensuring reliable support and smooth operations.
Overview
10
10
years of professional experience
Work History
IT Software Technician
Heartland Dental
12.2023 - 01.2024
Deskside Support Technician
Pomeroy/Stryker
03.2022 - 01.2023
- Troubleshoot any software and hardware issues that arise with Windows (HP laptops/desktops) and Mac laptops (personal or Stryker issued computers)
- Document any troubleshooting and corrective actions taken to resolve Windows and Mac desktop/laptop issues in Service Now
- Provide technical support for both Windows 10 and Mac operating systems (Mac OS X/macOS) and various Apple tools and applications
IT Specialist
Crisis Preparation & Recovery Inc
10.2021 - 02.2022
- Respond to field support request tickets for Helpdesk and Next Step Support
- Create and maintain SQL reports as required
- Work with IT personnel to provide unbiased and accurate information, analysis, and consultation
- Work collaboratively with the IT team
- Help with other tasks as assigned by the IT manager and IT Director
Database Report Writer
Maricopa County (DOT)
04.2020 - 11.2020
- Design, build, test, and publish standardized and ad hoc custom reports for in-house applications
- Collaborate with other IT professionals among her team (developers, technical support, project managers, business analysts etc.)
- Identify, manage, and discover process improvements as they relate to report delivery
- Aid in data discovery for cleanup activities with users and project teams for conversion purposes
End User Testing Analyst
Apex Systems/Wells Fargo
08.2018 - 09.2018
- Attend team meetings to coordinate project and project tasks
- Complete HR and UAT training courses
- Test UAT team servicing side systems
- Log testing hours in team Access database
CS IV
SmartLink LLC(Contract)/Vonage
01.2018 - 03.2018
- Provide Telecom/VoIP Support for our residential and business clients
- Assist customers via inbound call queue and customer support tickets
- Perform add/change/delete requests in state-of-the-art Hosted VoIP/PBX platforms
- Troubleshoot IP Phone registration, call quality and call flow issues through replication
- Provision new user service on IP phones (Polycom, YeaLink, and Panasonic)
Technical Support Rep.
ClearValue Consulting
08.2016 - 10.2017
- Provide remote software support for our CONNECT website and Acuity web application
- Answer CONNECT website registration questions and concerns from vendors and their clients
- Troubleshoot user and system errors in Acuity software application and CONNECT website
- Assess and maintain customers servers using Windows task manager, IIS sites, and more
- Deploy new Acuity application code onto customer’s web and application servers
Software Support Analyst
CTDI
05.2014 - 01.2016
- Write, edit and update PL/SQL scripts, SQL reports, and queries
- Run SQL queries and scheduled jobs against real time production databases
- Evaluate in house desktop application software
- Oversee warehouse departments desktops, laptops, and printers
Education
Bachelor of Science - Computer Information Systems
DeVry University
Phoenix, AZ04.2014
Skills
- Windows XP
- Windows 7
- Windows 10
- IOS
- Android
- Mac OS X
- MacOS
- MS Office 365
- MS Teams
- Service Now
- Zendesk
- Zoho
- Mosyle MDM
- MS Software Center
- Google Admin
- MS Exchange Admin Center
- MS 365 Admin Center
- Active Directory
- Azure Active Directory
- LogMeIn123
- RDP
- SQL Server Management Studio
- Transact-SQL
- Software documentation
- Software testing
- Operating systems
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Organizational skills
- Active listening
- Network support
- Team collaboration
- Effective communication
- Remote technical support
- Decision-making
- Remote support
- Relationship building
- Verbal and written communication
- Adaptability and flexibility
- Friendly and patient
- Software installation
- Troubleshooting network issues
- Team building
- Self motivation
Certifications And Awards
Cisco Scholarship
Timeline
IT Software Technician
Heartland Dental
12.2023 - 01.2024
Deskside Support Technician
Pomeroy/Stryker
03.2022 - 01.2023
IT Specialist
Crisis Preparation & Recovery Inc
10.2021 - 02.2022
Database Report Writer
Maricopa County (DOT)
04.2020 - 11.2020
End User Testing Analyst
Apex Systems/Wells Fargo
08.2018 - 09.2018
CS IV
SmartLink LLC(Contract)/Vonage
01.2018 - 03.2018
Technical Support Rep.
ClearValue Consulting
08.2016 - 10.2017
Software Support Analyst
CTDI
05.2014 - 01.2016
Bachelor of Science - Computer Information Systems
DeVry University
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