Jesus Hernandez Email & Phone Number

Chicago

Schaumburg, Il

At Arkadin we offered support for Audio/Web/Video Conferencing and Unified Communications solutions. We provided inbound/outbound support for employees and customers for video conferencing. We managed many high profile calls that were conducted on our bridges.-Managed and assisted in high profile video conference calls (Town Halls, Investor Relations Calls).-Scheduled video call using Cisco TelePresence Management Suite-Monitored call on Codian, TelePresence, Polycom RMX, and Polycom MGC Bridges.-All video sites would be certified to confirm no issues on the bridges.-Vidyo by Arkadin powers enterprise collaboration, customer and patient engagement, and embedded video. -Users are able to conduct video conference calls using several platforms: Mobile Devices, Windows, Apple, or Video Legacy Devices (Tandbergs, Polycom, Lifesize, Sony).-Performed first level support for our users regarding issues such as: Reset Password, Firewalls, Peripherals or Audio-Reviewed logs from devices connecting to troubleshoot the issue using Notepad ++-Worked with Vendors on escalated ticket in a timely manner to solve the issue. -My solving ticket % on these cases were 95%.1st Line Support Senior Technician Engineer (2016 -2018)I was promoted to Senior Technician Engineer of our Level 1 team. This involved Vidyo Support along with Video Conference Support. As Senior Technician Engineers we would provide leadership and support for our level 1 team. Our responsibilities involved providing first level of support for our Unified Communication customers. When escalating these tickets we would work alongside with our partners to come to a conclusion on solving the issue at hand. The platforms below was what we supported Adobe ConnectClarity ConnectCisco SparkWebex / Webex CMRMicrosoft Office 365BlueJeansSkype for BusinessPexipVidyo

Rosemont, Il

• Provided inbound/outbound support for employees and customers for video conferencing services in a call center environment. Demonstrated. Strong leadership skills with positive and productive team building ability.• Collaborated with customers and engineers to certify ISDN (Integrated Services Digital Network), IP (Internet Protocol) and SIP (Session Initiation Protocol) networks for full video/audio connection, documenting database to ensure cross-functional teams had access to current certification history, which was critical to customer satisfaction• Worked with engineers on user acceptance testing (UAT) for new features, products and service to be rolled out for customers at future date. Testing was done on Timberline reservation system and Polycom, Tandberg/Cisco bridging platform.• Support Video customer Managed services • Concierge Video Service Offerings-Providing exclusive support for high end customers. • Installation and Configuration of Internal mobile communication Services (Jabber/Real Presence) = Unified Communication tools for Internal Access to instant messaging, video, desktop sharing and conferencing.• Immersive B2B Interexchange Services/ Connection of a call Business 2 Business.• Assisted Sales in tutoring new business to our customers.

Skokie

Helped people that was having problem with bad credit. Those that were not able to received a major credit card would come in to attend a seminar. The seminar would help them understand how they can help get their credit back to a higher score. We will offer them some credit options from a merchant credit card or a major credit card. Only those that became members of the organization were able to receive these options. Out of 50 people that came in to the seminar I had to sell 50% a day to become a member.

Chicago Ridge

Helped customers with technical support regarding Xerox equipment. We were a call center that received about 150 calls per day for each customer service rep. Out of those 150 we had to have a least a 10% solution return. Would follow a script to help the customer with step by step assistance on fixing a problem that the machine was showing from using certain error codes. If the problem could not be fixed over the phone than we would send out a technician to the location. We would also assist the technician on certain machines when needed.

Glenview, Il

Stared as part-time the first 2 years. The 3rd year became a full time employee and worked as maintenance. Doing several things from landscaping, electrical, auto mechanic, carpenter, and custodian. After the 5th year became a level 2 maintenance and was managing a team of 4 to do weekend work. Was involved in attending safety seminars and teaching that to our team. Taught all employees in my team to follow guidelines and complete all task.

Associate Of Science (A.S.), Information Technology, Gpa 3.97

• Program: Associates of Science in Information Technology • Graduated: June 2015 • Credits Earned: 92 • Achievements: Within the 17.

Education record