Eban Hernandez Email & Phone Number

Yokosuka, Kanagawa, Japan

• NASO Exchange SME (Advanced incident support with first-line infrastructure troubleshooting).• Creates and maintains mailboxes, public folders, and distribution groups. • Troubleshoots message delivery issues and handles spillage events. • Maintains Exchange servers supporting Japan, Korea, Singapore, Guam, and Diego Garcia.• Supports over 1,200 DOD BlackBerry enable Apple devices via UEM client software. • Expedites support for all Far East DOD customers by managing, monitoring, and troubleshooting systems and applications supported by the Theatre Network Operations & Security Center (TNOSC). • Troubleshoots complex connectivity issues between various commercial, federal, and DOD systems. • Escalation point for complex issues unresolved by the Service Desk.

Yokosuka, Kanagawa

Yokosuka, Japan

Yokohama, Kanagawa, Japan

• Monitors, troubleshoots and assists users located in Japan, Korea and Diego Garcia.• Reviews and distributes incoming service tickets to local resources. • Opens, tracks and resolves Remedy based trouble tickets, while maintaining strict HIPPA and PII based IT policies and procedures. • Manages user accounts with Active Directory (creating, updating and deleting).• Re-images workstations, installs software, changes out and repairs computer hardware. • Part of team responsible for scheduling and upgrading/ deploying over 2000 WIN 10 PCs.• Participated as a team member on defined standards and working practices, identify and improve existing functions, prepare technical documentation.

Yokosuka, Japan

• Managed and supported all IT resources and applications for GSA stores and offices located in Asia and Guam including; opening, working and resolving IT tickets and imaging/ re-imaging all PCs.• Operated the IT help desk for Asia and Guam, including 24hr technical support and emergency dispatch services.• Onsite technician: traveled to all sites in Asia and Guam to identify problems and install/ support IT systems and applications.• Co-managed project to resolve security scan issues to obtain ATO in the new GEKO environment.• Part of team that planned, scheduled, implemented and documented equipment refresh for all Asia stores.• Local project manager for GSA Asia infrastructure upgrade. o Tracked project’s progress and reported to project team on a weekly basis o Coordinated with military bases and local ILECs to install fiber to GSA locations o Traveled to sites to install and verify connectivity of GSA routers

Yokosuka, Japan

Yokosuka, Kanagawa Japan

• Managed the planning, documentation and execution of customer requested projects.• Maintained continuous communication with developers, programmers and administrators to ensure delivery of all products and services requested by customers in a timely manner.• Initiated customer product reviews to ensure all requirements are met in a satisfactory manner.• Reviewed and analyzed applications and services to ensure they continued to meet the needs and requirements of our customers.• Performed duties as SRF’s Webpage administrator.o Verified all change/ add requests are DOD/DON Web compliant.o Modified webpages as requested by divisional managers.o Corrected broken links and adds/removes new/old job postings.o Worked with Webmaster for overall webpage design changes.

Bachelor'S Degree, Computer Science

Master, Executive Mba

Ba, Anthropology, Concentration In Archeology

Mateo Ricci College Program

Education record