Alfredo (Freddy) Hernandez Email & Phone Number

Eastvale, California, United States

Manage a staff of 31 employees, 26 analysts and 5 leads. Provide staff merit planning and reviews, career coaching and development, leave of absences, schedules, training, one-on-one sessions, secession planning, time card reviews, continual communication, and disciplinary actions such as performance improvement plans, verbal warnings, letters of caution, final written warning, etc.

Monrovia, California, United States

Monrovia, Ca

Business Analyst II (2010-present)/Interim Service Desk Manager (2015-present); Quality Assurance II (2006-2010)• Successfully lead a project to migrate the legacy Java based Help Desk Tool to a more efficient and updated web-based version by managing quotes, tasks, schedules, and quality throughout the project with vendors and other key stakeholders.• Reviewed project performance in order to report and identify potential risks and recommend process improvements on a monthly base, which were then assessed by the client for possible SLA penalties during monthly meetings, thus reducing the possibility of penalties and maintaining a nearly perfect record in 12 years.• Implemented process changes on the HP side and have caused the client to also review and implement changes on their end based on trend analysis in order to mitigate risks.• Review active Service Change Orders and Requests for updates and discussions with the 39 Counties on a staggered monthly meeting, building rapport and improving client satisfaction.• Backed the Project Manager, Service Desk Manager and Quality Assurance in their daily tasks as needed, to ensure no projects or duties were left undone or missed in their absence, ensure client satisfaction remains at high levels.• Created, documented, implemented and trained on several processes and procedures to maintain uniformed and structured teams within HP, again increasing client satisfaction and good-will. Processes include the Request and Change Order Matrices, the intranet website, Site Change Process, and the HP Office Polices Manual.• Assigned to work with other accounts as well, such as San Diego County, SFIS, LA GEARS, See Beyond, and CMIPS. Assisting in the creation of an RFP, process changes, process implementations, quality assurance, and documentation.• Assigned as Temporary Service Desk Manager, handling new and updated processes and procedures, client problem resolution, and primary liaison to client management.

Monrovia, Ca

Hewlett Packard (HP) purchased Electronic Data Systems as a company of and is now named HP Enterprise Services.

Brea, Ca

IT Project Coordinator (1997 – 2006)• Managed various IT projects throughout the division nationwide. This included managing the financials, planning efforts and developing a schedule to meet the project objectives and deliverables.• Managed a project to install and implement the Express Software Manager to track and assist in software and hardware asset management throughout Avery Dennison Office Products Division nationwide (16 remote locations, 2,000 user base plus 200 remote users, and 17 databases).• Contributed to the development of standards and processes, maintained audit compliance and conducted various training when necessary.MIS Operations Supervisor (1996 – 1997)• Managed a project to install and implement the Bendata HEAT system to track and assist in helpdesk management. Customized forms and implemented a knowledge base for resolved issues.• Hired, trained, conducted performance reviews; made recommendations regarding promotions and salary increases for staff of six Senior Computer Operators.• Assisted in essential security and disaster recovery planning, implementation and testing for the Data Center.MIS Computer Operator / Sr. Computer Operator (1990 – 1996)• Operated mid-range computer equipment including peripherals and communications.• Maintained, managed, and troubleshot the file server, mail post office, hubs, routers, and full network backup, with tape rotations for off-site storage.• Fielded all incoming first level Helpdesk calls and performed first call resolution.Quality Assurance Lab Technician (1983 – 1985)• Tested and identified all non-conformance materials utilizing test procedures and mathematical analysis in order to maintain a measurable quality of service.• Learned and implemented the use of new testing equipment and procedures and made continual improvements in the identification of non-conformance materials.• Assisted manufacturing group in new techniques and processes to help improve their quality of work.