James Hernandez Email & Phone Number

New York, Ny, Us

Miami, Florida, Us

● Experienced in leveraging the Cisco ecosystem for network management, including device location tracking, log updates, and ensuring seamless communication across various platforms.● Leveraged Bloomberg Terminal to access financial data and insights, supporting real-time decision-making and facilitating effective issue resolution for trading floor operations.● Utilize ServiceNow to manage and action tickets, ensuring continuity by reviewing both the user's ticket history and the most recent interaction from previous teammates.● Leverage the Cisco interface to locate devices and update logs with current, accurate information.● Maintain clear communication across the organization using Slack, email, phone, and in-person● Navigate the company's hierarchy to escalate and direct information appropriately.● Effectively manage multiple projects simultaneously while delivering results to management without limits on workload.● Resolved network issues affecting entire trade floors during after-hours on three separate occasions, ensuring uninterrupted operations.● Organized and maintained office spaces in a dynamic, fast-changing environment.● I have used the company’s internal portal to troubleshoot and resolve issues with company-specific applications for end users.● Created, managed, and updated live Excel files, coordinating tasks based on updates.

New York, Ny, Us

● Deploying Windows 10 Images with Bloomberg, VDI, and other investor apps already installed● Installed and managed GridMove for end-users to have individualized layout on their PC● Update and manage Bloomberg Terminal on hundreds of systems via Turo Install command (Including troubleshooting and reinstalling Bloomberg Terminal as necessary)● Manage 3-7 Technicians on daily objectives while completing tasks on time ● Communicate and execute clear deployment tactics for daily project expectations ● Assist BlackRock IT department in the installation of over 1,000 users transferring from their old office or WFH into a new building ● Provide white glove service to executives of a Fortune 500 organization comfortably ranked as the world's top asset management firm● Maintain desks uniformly while providing electrical and network troubleshooting as needed● Build rapport with managers and executives as well as colleagues

Elmsford, Ny, Us

● Provide white-glove service to prestigious members in various golf courses across the country● Create solutions that balance customer needs and company objectives

New York, New York, Us

⦁ Completed over 50 tickets a day via ZenDesk for over 200 locations across the globe ⦁ Troubleshoot apps on Microsoft 365 as needed ⦁ Accessed ADEX as an Active Directory alternative to look up users and add/remove/edit⦁ Access ServiceNow to troubleshoot end-users remotely and complete assigned tickets⦁ Managed users via Jamf- Apple and stores via Aloha Configuration Center and Aloha Command Center⦁ Provided clear and concise white glove customer service via Microsoft Teams for end users ⦁ Accessed Grubhub and other command centers to configure store details for online customers

Charlotte, North Carolina, Us

⦁ Assisted over 100 end-users in over 35 different Chase and Morgan Stanley locations⦁ Configured over 300 Mini Forum PCs for Digital Signage at over 25 WeWork locations⦁ Installed over 150 Tablets in Kiosks for COVID at multiple senior centers across NYC⦁ Maintained a 100% customer satisfaction rating for corporate and administrative staff⦁ Worked remotely, on the field, and provided project management for an on-demand IT services company.⦁ Solved any issues presented when completing a ticket. Was able to relay any spontaneous issues to open further tickets if required. Only escalated issues when necessary.⦁ Escorted vendors at high clearance areas of financial institutions & private organizations

Zurich, Ch

⦁ Audio/Visual assistance for staff in conference rooms or offices.⦁ Mobile device troubleshooting for compatibility errors or new users⦁ Accessed Active Directory via Microsoft Forefront Identity Manager to assist user permissions and credentials accordingly including password reset, on-boarding, creating new groups, etc.⦁ Used Symantec Ghost software to deploy Operating System images from a server for multiple devices at a time via KVM equipment.⦁ Accessed Zen Desk ticketing software to resolve issues for faculty and students.⦁ Installed over three hundred thin clients⦁ Connected each device and configured them to interact with local network⦁ Managed cables for the new office and kept an organized area for future desk recipients

Chicago, Illinois, Us

• Travel to Restaurants and Food Trucks to perform Site Surveys and Install Tapingo POS Systems• Assisted with Aloha, Square and other tablets POS troubleshooting and resolving• Configured “Star” and “Epson” printers to communicate with Grubhubs network in restaurants• Provide Project Management and escalate/deescalate tickets as needed• Provide White-Glove Hospitality to customers & staff while representing their business and Grubhub

London, London, Gb

⦁ Installed every Network Switch in all US PRET stores. Matched patch with the projected destination for VLAN rollout⦁ Upgraded older models of Cisco/Meraki Switch and patch panels to more state-of-the-art models⦁ Converted over 75 servers for the US side of the organization to VLAN via Cisco patch panels in small time limits ⦁ Create budget breakdowns to simplify debit and credit summaries for administration ⦁ Provided maximum flexibility in my schedule to go to every store during non-business/slow hours⦁ Visited all US stores providing maximum flexibility to work on Network during non-business hours⦁ Communicated clearly with several colleagues while still completing project management tasks in timely fashion

New York, Ny, Us

⦁ Managed 500 users for a non-profit in the low-income housing sector⦁ Managed Avaya patch panels and Meraki servers for 30 buildings across NYC fixing issues as they arose while along the way organizing cable racks and finding lost connections⦁ Accessed LogMeIn Remote Portal to solve many user inquiries with excellent customer service⦁ Access printers physically and via a network to troubleshoot then resolve issues.⦁ Contacted many vendors and third-party companies and was at all times able to find solutions⦁ Created then implemented a company-wide signature to match all users⦁ Able to guide a non-tech-savvy user through many operations and teach users technology

Milan, Lombardy, It

⦁ Provided clear and concise white glove customer service via Microsoft Teams for end users ⦁ Created Excel spreadsheets based on OTRS data while creating rules, formulas and macros as needed⦁ Access ServiceNow to troubleshoot end-users remotely and complete assigned tickets ⦁ Provide technical phone/email/desk-side support to internal end user⦁ Monitor and manage the OTRS Helpdesk ticketing system daily. ⦁ Assisted supervisors with ADOBE end design⦁ Creates, updates, escalates, and resolves open tickets.⦁ Resolved over 8,000 backlogged tickets on their OTRS ticketing system account.⦁ Went out in the field and provided desk-side support and POS support in high end luxury store fronts

New York, Ny, Us

• Accessed Active Directory via Microsoft Forefront Identity Manager to assist user permissions and credentials accordingly including password reset, on-boarding, creating new groups, etc.• Used Symantec Ghost software to deploy Operating System image from a server for multiple devices at a time via KVM equipment.• Accessed Zen Desk ticketing software to resolve issues for faculty and students.• Assist end-users with mobile devices as needed according to company policies.• Visit the staff member’s desk when needed to solve technical issues.• Take inquiries from staff and forwarded them to specialized departments only when it was necessary

Bronx, Ny, Us

• Monitored IBM AS400 daily via Trax Telnet. Released and Started jobs stuck on the server• Managed software programmer via Upwork. Edited JSON file to Mail Merge and MS Office• Remotely monitored Planet Press, Active Directory, Vendors in India, and Company End Users• Managed multiple projects at a time while providing an ERP Environment with 3 levels of support

New York, Ny, Us

*Migrated workers*Moved electronic/technology setup for individual staff members*Made sure systems were running correctly before and after move*Made sure users signed off remote access systems correctly so their work does not go lost.

A+, Network+, It

Associate'S, Accounting And Business/Management