Gerald Hernandez Email & Phone Number

San Jose, Ca, Us

Mountain View, California, Us

- Provided helpdesk support to 200+ end-users in both US offices (primarily) onsite and remotely (most employees in the Korea office) with problem solving skills- Configured hardware and apps for new hires and existing employees- Effectively tracked inventory of all IT equipment, replaced use of Google Sheets to an asset management system (Reftab)- Properly performed Onboarding and Offboarding, closely coordinates with the HR team- Created and managed user accounts and groups in Google Workspace, Slack, Zoom and other SaaS- Lead and co-lead some of the IT projects, comfortably worked with service providers/consultants utilizing project management skills- Collaborated with the Data, Security and Privacy team by creating and providing documentations to assist with obtaining certifications for the company such as COPPA and ISO27000

Plano, Texas, Us

- Converted to a FTE (from a sub-contractor), supported the same client (Thermo Fisher Scientific) with about 500 employees onsite and remote- Provided white-glove support to executives and leadership team onsite/remote, via phone calls, MS Teams or Team Viewer – including hosting the quarterly Virtual Townhall meetings via Cisco Webex- Assisted with Win7 Remediation Projects (re- imaged computers to Win10, replaced obsolete computers, including user's data transfer)- Properly processed electronic wastes disposal through the vendor- Performed light Active Directory administration (computer and user accounts, assign/reset temporary passwords)- Served as 'smart hands' to Systems Administrator (replaced backup tapes in the data center and patched network cables in IDF rooms)- Installed/troubleshot various software/apps: Pulse Secure (VPN) setup/troubleshooting, RemoteDesktop Protocol, Product Center, SolidWorks, Symantec Endpoint Protection/Encryption, SAP, OneDrive, Crowdstrike, etc.

Glen Allen, Va, Us

- Performed desktop support functions for 500+ users to the client, Thermo Fisher Scientific- Identified issues and implemented appropriate solutions to deliver quick and effective remediation- Configured new employee workstations (including all hardware, peripherals and software installations) ensuring proper IT onboarding were followed- Reimaged computers with Windows XP, 7 & 10- Updated software versions with patches and new installations to close security loopholes and protect users- Effectively utilized the ticketing system (Service- Now), followed proper SLA for incidents/requests/tasks

Oakland, Ca, Us

- Precisely fulfilled standardized sheets and documentation of IT equipment/peripherals, including port connections pre and post- relocation, setup PC hardware, servers and peripherals onsite- Prepared operational reports and provided information to supervisors

General Education Transfer Requirement Classes

Comptia A+ Certified, Computer Technician A+ Course

Computer Networking Fundamentals

Audio Technician Mixing Class Certificate, Audio Technician Mixing Class