Help Desk It Support

Ismael Hernandez

IT Help Desk Representative

ad6ya1@r.postjobfree.com

Laguna Niguel, CA

Ismael hernandez

949-***-****

Ismael Hernandez

Professional Experience

IT Help Desk Representative, Addvantage Credit Union Staffing

•Provided onsite/remote support for 200+ users, diagnosing and repairing system crashes, software issues, and network problems, ensuring minimal downtime

2023 Mar – 2024 Jan

Rancho Mirage

•Resolved printing and scanning issues, reducing user downtime and increasing productivity

•Conducted advanced troubleshooting for Office 365 applications, ensuring seamless user experience and operational efficiency

•Managed user accounts and access permissions in Active Directory, enhancing security and onboarding processes

•Set up and configured new computer systems, including imaging and installing software on laptops and desktops, ensuring seamless integration and user readiness

•Diagnosed and resolved LAN and VPN issues, leveraging in-depth knowledge of network protocols

•Installed, configured, and repaired computer hardware and software applications, ensuring optimal performance and user satisfaction

•Utilized Fresh-Service ticketing system for meticulous tracking and documentation of technical issues, fostering efficient problem resolution and knowledge sharing within the support team

•Demonstrated strong self-management skills, prioritizing and executing work activities to meet stringent deadlines with minimal supervision Frontend Developer Intern, Boys & Girls Club

•Programmed design for the overall flow of a QR scanning site using Whimsical and Figma; allowing me to work on about 55% of overall project 2022 Mar – 2022 May

Conejo Valley (Remote)

•Constructed routing of check-in, activity check-in, and check-out so that admins could track the kid's sentiment using 9 emojis in total

•Implemented all emojis that needed to be sent toward the backend and used by admins within React

•Mapped the whole site for mobile-friendly use for both tablets and phones using styled-components that count for about 49.7% of overall users Skills

IT: MS Office 365, Outlook, Active Directory, VPN, LAN, WAN, Switches, Mac OS, Network, Ticketing

systems, Problem-solving, Team oriented, Server

2012, 2016, Python, HP technologies, Genesys,

Microsoft Intune, VNC Connect

Software Engineering: HTML, CSS, JavaScript,

Java, Node, SQL, Postgress SQL, Git, Github

Security: CrowdStrike, Azure Data Explorer,

Query

Education

Full Stack Web Development and Computer

Science, Bloom Institute of Technology

2022

Automotive and General Education,

Saddleback College

2023 – 2025

Microsoft Cybersecurity Analyst Professional

Certificate, Microsoft Coursera

2024

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