Andrew Hernandez's Email Addresses & Phone Numbers

📖 Summary

Specialist-Network Support @ AT&T • Surveillance and maintenance of 10000+ servers within the U-Verse IPTV Mediaroom production environment using SCOM (System Center Operations Manager 2007 R2)• Monitor day to day health of the network using SCOM 2007.• Own and manage all day-to-day maintenance, system administration, and performance engineering of the U-Verse IPTV Windows 2008 Platform.• Maintain uptime and availability of the IPTV servers, NLB, Clustering, hardware failures, etc. using SCOM nationally. • Proactive and reactive fault management of the U-verse network and support applications for AT&T’s corporate initiative to deliver IPTV to our customers.• Responsible for technical troubleshooting, root cause analysis, work around identification, testing and implementation of fixes and change management activity. • Oversee work performed on the platform and work closely with engineering, ATS, and vendors for any upgrades or enhancements. • Data Platforms/elements supported include, but not limited to: Microsoft Mediaroom, Microsoft SCOM, Microsoft SCCM, Microsoft SQL Server, IIS, Active Directory, .NET Framework, XML, Terminal Server, PowerShell, etc. • Assist with various projects technical in nature that address processes, methods & procedures and coordination between internal and external groups including vendors.• Self-starter and capable of troubleshooting, configuring, installation and repair of virtual computer servers, telecommunication platforms and network system applications.• Image/Re-imaging of servers through SCCM.• Successfully identified and spearheaded initiative to resolve MTTR in Remedy AOTS by 30% From March 2013 to November 2016 (3 years 9 months) Irving, TXTechnical Support Rep II @ AT&T •Successfully completed 4 Green Belt Projects and acquired 5 Six Sigma Awards while managing Team Lead responsibilities• Develop presentations to streamline methods & procedures / processes for U-verse IPTV, CVOIP and HSIA• Design, manage, and maintain the U-verse Escalations website to simplify the performance / productivity tracking• Create reports and data analysis to reduce costs, improve metrics, quantify savings and develop new goals which resulted in $5M of cost savings 2nd Quarter 2012• Senior Team Lead responsible for data analysis and developing reports for leadership• Implemented new processes pertaining to Escalation procedures and developed the Escalations Team From October 2009 to March 2013 (3 years 6 months) Technical Support Rep II @ The Plus Group • Develop presentations to streamline methods & procedures / processes for U-verse IPTV, CVOIP and HSIA• Design, manage, and maintain the U-verse Escalations website to simplify the performance / productivity tracking• Create reports and data analysis to reduce costs, improve metrics, quantify savings and develop new goals which resulted in $5M of cost savings 2nd Quarter 2012• Senior Team Lead responsible for data analysis and developing reports for leadership• Implemented new processes pertaining to Escalation procedures and developed the Escalations Team From January 2008 to October 2009 (1 year 10 months) Richardson, TXMentor / Technical Support @ Telvista Inc. • Supervised and monitored calls on Quality and Accuracy and coached Level 1 Technicians• Mentored new hires and facilitated training classes on escalation call handling• Provided advanced technical support on operation or maintenance of personal computers and/or peripherals using documented procedures and available tools From December 2005 to January 2008 (2 years 2 months) Supply Management Apprentice @ U.S. Air Force Reserves • Perform and supervise standard base supply system (SBSS) operations.• Establish sensitive, classified, radioactive, hazardous, and inflammable storage areas.• Inventories base supply stock, prepares inventory adjustments, and analyzes inspection reports.• Protect and manage supplies and equipment for which the Chief of Supply has storage and inventory responsibility. From June 2004 to May 2007 (3 years) Automated Logistical Specialist @ U.S. Army • Supervised and assigned work to perform warehouse functions in order to maintain equipment records and parts• Stored, retrieved, and manipulated data for stock records and other documents such as inventory, material control, accounting and supply reports• Prepared reports and correspondence concerning project specifications, activities and status• Trained users to use new / modified equipment From March 1998 to January 2004 (5 years 11 months) Financial Advisor/Collections @ Capital One F.S.B • Managed accounts that were 60-180 days delinquent. • Resolved delinquency by negotiating solutions that are beneficial to the cardholder and Capital One, by reducing the risk of loss to the bank.• Negotiated payments and/or promises to pay with specific payment dates and amounts. From April 2001 to September 2002 (1 year 6 months)