Jacob Hernandez Email & Phone Number

Dallas, Texas, Us

- Develop processes to identify and organize needs while working with IT implementation projects.- Research applications for needs required by facilities to improve workflow and daily tasks.- Gather, interpret, and use complex data to develop actionable steps that will improve processes and identify trends.- Conduct insightful, ad hoc analyses to investigate ongoing or one-time operational issues based on client and internal needs/requirements.- Assist with pilots, project management activities, i.e., writing scope documents, managing small projects.- Document / track the applications that are in the enterprise; keep the information up-to-date and available for reference.- Clearly communicate technical and operational information to both internal and external stakeholders, both verbally and in writing.- Vendor management: the status of vendor contracts, renewals, participate in quarterly vendor calls- Review requests from the surgical hospitals and ambulatory surgery centers to determine if vendor/ functionality already exits, needs a security review, and manage this request through its full life cycle.- Assist with the interpretation of customer requirements into feasible options and communicating these back to the business stakeholders.- Work with stakeholders and project team to prioritize collected requirements.- Assist in interpreting, evaluating and interrelate research data and develop integrated business analyses and projections for incorporation into strategic decision-making.- Create informative, actionable, and repeatable reporting that highlights relevant business trends and opportunities for improvement.- Volunteer Program Leadership, Tenet Summer Internship Program assisting as a mentor for over 45 interns- Volunteer Fire Safety Warden

Dallas, Texas, Us

- Provide project management for new hardware installations and phone and data communications systems.- Works with appropriate team and department/branch personnel to provide products and services as required. by location requests (new and existing branches), to include such items as voice and data provisioning, telephone and computer hardware, printer/scanner equipment, cabling, etc.- Gather information for outlining assignments and tasks for field and corporate requests for new, moves, additions/expansions, closures, and changes.- Anticipates voice/data hardware needs for branches from a planning and budgeting perspective.- Track and report on all tasks for the branch/department requests to achieve assignments and to ensure customer requirements are being met by team members and contractors within the time and budget estimated.- Participate in the planning, implementing, and developing of risk mitigation strategies to ensure the quality of service is integrated into field and corporate assignments.- Work with vendors and clients to schedule moves, timely installation and delivery of all necessary products services, and equipment for assignments.- Prioritize conflicting demands

Dallas, Texas, Us

- Ran weekly meetings for two merging companies to verify that planned changes are tested, communicated, and trained before the change is implemented into production.- Assisted in the transition of all tasks and reports from older ticketing system into a newer and updated system as well as manage changes during a merger. - Regularly review Impactful Events calendar and provides feedback on the impact of planned Outages.- Created, managed, and ran daily reports in ServiceNow and RemedyForce to allow my team to manage changes and keep organized.- Ensure all change requests progress through activity lifecycle in accordance with approved Service Level Agreements and agreed lead-times.- Worked with customers and vendors to implement strategies defined by Tenet Change Management leadership.- Identify opportunities for process improvement and implement solutions.

Dallas, Texas, Us

- Assistant Manager that lead staff in a fast-paced environment (averaging 400+ calls daily) through proactive communication, positive feedback, and monthly awards.- Managed projects such as XP to Windows 7 upgrades, testing of new security programs, hospital equipment installations, and hospital network upgrades.- Was the direct contact for IT teams to make suggestions, inform of updates, request assistance, or write knowledge base articles. - Recruited and interviewed possible employees for the team. 4 directly hired by me have successfully been promoted to further positions in the company. - Supported staff development and goal attainment by focusing on skill development, training sessions, and job satisfaction.- Created, managed, and ran reports in ServiceNow that allowed us to assess workloads to meet seasonal fluctuation needs and maintain positive SLAs.- Ran training sessions and meetings for the staff on upcoming changes and possible troubleshooting methods.- Planned team outing events to build communication skills, collaboration skills, and teamwork.

Dallas, Texas, Us

- Began as an Intern and promoted in 3 months to full time. - Offered hands-on and remote assistance to 19,000+ employees, assessing needs and maintaining current knowledge of preferences while sustaining customer satisfaction.- Managed numerous high-visibility projects for VPs while also managing a personal relationship to allow them to request me when needed. - Managed Cisco Unified Communications for network team to allow employees access to phone system, extensions, Cisco Jabber, VPN, and Remote Access. - 2 CITES recognition awards for Teamwork/Service given to an outstanding IT staff who has gone above and beyond in support. - Awarded ‘Top Performer’ 4 years in a row in yearly evaluations.- Created and Maintained knowledge base articles used for training and customer facing portal. - Averaged 40 calls per day ranging from password resets, access control, reimages, updates, and advanced troubleshooting.

Dallas, Texas, Us

- Proactively communicated with managers to learn of new drinks and food items to stay current with our changes.- Received the 2010 top-seller award in the area for most margaritas sold during month-long competition. - Maintained high levels of bar safety by closely monitoring guests’ conditions and discontinuing service or asking patrons to leave.- Upheld high standards of service by keeping detailed records of alcohol and mixer inventories.- Visited new customers within 5 minutes to make introductions, discuss specials, take drink orders and build a connection with guests.- Trained incoming bartenders and servers on restaurant's practices, culture, and procedures to maximize job satisfaction and productivity.

- Maintained a detailed report of income and contacts to effectively negotiate job opportunities. - Awarded free A+ certification testing for being top of the high school computer repair class. - Created promotion flyers and advertised the business via emails and word of mouth.- Developed and maintained relationships with customers through email and phone.- Contracted with 4 companies to maintain computer systems and backups. - Built a loyal account base and long-term business relationships by quickly resolving issues and following up monthly.

Associate'S Degree, Communication, General

Education record