Summary
Overview
Work History
Education
Skills
Websites
Certification
Public Work & Sites
Personal Information
Languages
Timeline
Generic

Daniel Valenzuela Hernandez

Sr IT support Specialist
Mexico

Summary

Computer Technician/Network Engineer with good team leading experience, excellent skills of leadership and negotiation with customers and co-workers. A fast learner driven to improve delivery processes and adaptable to new functions and environments. I possess over 10 years of customer service and IT Projects experience, and 6 years in telecommunications. Experience areas include Customer service, Technology, IT Support, Telecommunications, and Networking.

Professional IT support expert skilled in troubleshooting, system administration, and network management. Adept at driving team collaboration and adapting to dynamic environments. Known for reliability and delivering results through strong technical and interpersonal skills. Proficient with range of software and hardware solutions, ensuring seamless IT operations.

Overview

19
19
years of professional experience
5
5
Certifications
2
2
Languages

Work History

Sr. IT Support Engineer

Inmar Intelligence Inc.
08.2019 - Current
  • Administers most applications and licenses required by Inmar/Aki users.
  • Provides access and installs tools remotely using Screen Connect when required.
  • Acquires equipment and sets it up for new users.
  • Set up new user accounts using Google Workspace.
  • Sets up user access with Azure groups.
  • Provides support for users.
  • Onboard and offboards users.
  • Creates automations to streamline processes.
  • Responsible for Atlassian suite administration:
  • Manages Zoom administration.
  • Handles Slack administration.
  • Administers Google Workspace.
  • Manages and deploys 0365 licenses.
  • Manages Okta implementation, maintenance, administration, and decommission.
  • Utilizes Service Now as ticketing system.
  • Performs VDI administration and deployment.
  • Manages JAMF administration.
  • Handles Intune administration.
  • Performs LDAP administration.
  • Provides Active Directory support and administration.
  • Manages device procurement for all users.

IT Desktop Support Lvl.5

Tech Mahindra
09.2018 - 07.2019
  • Provided Aetna: IT Desktop support.
  • Managed chat support on Service Now.
  • Handled Access management for Aetna Corporate and VIP users.
  • Provisioned network access.
  • Troubleshot network access issues.
  • Managed Active Directory.
  • Handled Priority 1 incidents.
  • Managed Symantec VIP access.
  • Provided support for IOS, MAC OS, Android, and Windows.
  • Offered remote support for executive members (VIPs).
  • Managed database access.
  • Performed LAN troubleshooting.
  • Handled Excel-based metric report generation.
  • Supported VMWare VDZ Access.
  • Provided virtual desktop assistance and provisioning.
  • Supported AirWatch for iOS and Android.
  • Assisted Rockwell automation users with IT support (Tier 1).
  • Supported and provisioned Oracle Database Access.
  • Set up and supported Cisco AnyConnect.
  • Handled password resets and LAN troubleshooting.
  • Remote from Mexico City site
  • Aetna – Insurance

BDS Security Operations

ATOS
02.2017 - 07.2018
  • Monitored Xerox and Conduent network security.
  • Monitored Adaptive Security Appliance (Breach Detection ASA 5585).
  • Managed and reported incidents, escalating compromised devices on the network.
  • Managed E Policy Orchestrator (EPO).
  • Monitored and supported McAfee Security.
  • Investigated network malware attacks.
  • Configured and managed Firewalls (FMC 1000 Module).
  • Managed access control and policies (FP9300).
  • Remote from Mexico City site
  • Xerox – IT services

Security and Service Desk SME Lv2

TATA Consultancy Services
10.2015 - 12.2016
  • Served as IT Service Desk SME for New York Life.
  • Managed access for New York Life corporate users.
  • Provisioned network access.
  • Troubleshot network access issues.
  • Managed Active Directory.
  • Performed password resets and account suspensions.
  • Handled Priority 1 incidents.
  • Conducted performance audits on Service Now.
  • Managed RSA access.
  • Provided support for IOS, MAC OS, Linux, and Windows.
  • Offered remote support for executive members (VIPs).
  • Managed database access.
  • Performed LAN troubleshooting.
  • Handled Excel-based metric report generation.
  • Supported VMWare VDZ Access.
  • Remote from Queretaro site
  • New York Life – Insurance

Technical Support Agent Tier 2

Teletech
11.2014 - 10.2015
  • Provided Time Warner Cable technical support.
  • Offered second-level network and application support for Time Warner Cable customers and agents.
  • Onsite
  • Time Warner Cable – US – ISP

Network Engineer Stage 5

Ericsson
12.2011 - 10.2014
  • Graduate program (December 2011 - January 2012).
  • AT&T GSM Voice Core (January 2012 - August 2014).
  • Performed network engineering, CIQ, and script creation for all voice core nodes (Switch Nortel, Ericsson, and Cisco, Routers, Media Gateways) across all AT&T markets (setup and troubleshooting).
  • Conducted network integration audits from node dumps for script implementation on Nortel, Ericsson, and Cisco Nodes (Switch to Switch).
  • Served as Teamlead on the voice core engineering team, in charge of team activity reporting.
  • Managed project assignments.
  • Scheduled projects.
  • AT&T LTE Optimization (August 2014 - October 2014).
  • Involved in LTE prelaunch, SSD prelaunch, SSV Route Creation, and MSV Reporting generation.
  • Performed access optimization for all AT&T markets on mobile network, supporting node configuration after receiving network scanning dumps.
  • Team training motivation and development.
  • Onsite Mexico City site
  • AT&T – US – Telecommunications

IT SUPPORT REPRESENTATIVE

COMPUCOM
05.2011 - 08.2011
  • Provided IT support for Rockwell automation tier 1.
  • Offered remote assistance for Rockwell automation users.
  • Onsite Mexico site
  • Rockwell Automation – US – Technology

Electrical Technician

THOMAS INNOVATION SENSE
05.2010 - 08.2010
  • I worked as an electrical and network wiring technician.
  • Performed network and electrical installations.
  • Onsite
  • Construction

Bilingual Customer Service Representative

Atento Servicios Mexico
12.2006 - 04.2010
  • Served as a customer service representative.
  • Worked as a reservation’s agent for US Airways.
  • Provided help desk support for US Airways reservations.
  • Acted as a universal agent for Orbitz travel.
  • Onsite Mexico City site
  • Customer Service

Education

High School Diploma -

Escuela Internacional De Nuevas Profesiones
08-2005

Skills

  • Technical: VMWare, Active Directory, Database Management, Lan troubleshooting, Network & Electrical Installation, Oracle Database Access Support and provisioning, Cisco AnyConnect Set up and support, Atlassian suite administration, Zoom administration, Slack administration, Google workspace admin, Okta implementation, maintenance, administration and decommission, VDI admin and deployment, JAMF administration, Intune administration, LDAP admin, Azure groups, Voice Core Engineering (Nortel, Ericsson, Cisco, Routers, Media Gateways), Cisco ASA, Symantec EP, McAfee, EPO, Mainframe AS400
  • Software: Service Now, RSA, Remedy, Excel, MS Office, Tanium, Splunk, Jira, Google Workspace, Airwatch, 0365 (Microsoft 365), Zoom, Slack, Intune, Azure, Jamf, OKTA , VM ware, scripting on python in progress
  • JIRA Admin:

*Created projects Jira

*Created automations in JQL

*Admin licenses for users and integrations with other software (eg Salesforce)

*Created service desk projects and on/offboarded users to jira

*Manage and creation of confluence documentation and spaces

*Troubleshooting of project automations, assignments and integrations

*Maintenance of platform after acquisition

  • Operating Systems: IOS, MAC OS, LINUX, Windows 10/11 , Android
  • Methodologies: Application support, Application access control and active directory management, Security Management, Knowledge Transfer, Remote Support, Trouble Shooting, Incident management and reporting, Access control management and policies actions, Performance audit on service now, Project scheduling, Team lead on voice core engineering team, Device procurement, User onboarding and offboarding, Automation creation
  • Soft Skills: Multitasking, Fast Learner, Teamwork, Analysis and Problem Solving, Excellent Planning, Organization and Coordination, Leadership, Negotiation, Adaptability, Customer service
  • Languages: English, Spanish
  • Incident management
  • Application support
  • Advanced troubleshooting

Websites

Certification

ITIL Foundations course | 2022

Public Work & Sites

https://www.linkedin.com/in/daniel-valenzuela-hernandez-451204a9/

Personal Information

Languages

4,6

Timeline

Sr. IT Support Engineer

Inmar Intelligence Inc.
08.2019 - Current

IT Desktop Support Lvl.5

Tech Mahindra
09.2018 - 07.2019

BDS Security Operations

ATOS
02.2017 - 07.2018

Security and Service Desk SME Lv2

TATA Consultancy Services
10.2015 - 12.2016

Technical Support Agent Tier 2

Teletech
11.2014 - 10.2015

Network Engineer Stage 5

Ericsson
12.2011 - 10.2014

IT SUPPORT REPRESENTATIVE

COMPUCOM
05.2011 - 08.2011

Electrical Technician

THOMAS INNOVATION SENSE
05.2010 - 08.2010

Bilingual Customer Service Representative

Atento Servicios Mexico
12.2006 - 04.2010

High School Diploma -

Escuela Internacional De Nuevas Profesiones

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Daniel Valenzuela HernandezSr IT support Specialist