Francisco Hernandez
san nicolas de los garza,nuevo leon
Summary
Highly skilled and results-driven Network Operations professional with extensive experience in IT infrastructure management, incident resolution, and process optimization. Analyzing complex issues and prioritizing information dissemination before execution are second nature, enabling me to maintain the highest quality standards and achieve optimal operational efficiency. Committed to continuous improvement and strategic decision-making to drive business success. Key skills include network operations, IT infrastructure management, incident resolution, troubleshooting, process optimization, operational efficiency, strategic communication, information management, leadership, team coordination, service delivery, and performance monitoring.
Overview
13
13
years of professional experience
Work History
NETWORK OPERATIONS MANAGER
RIO BRAVO SYSTEMS
07.2023 - Current
- Currently in charge of the operations Engineers, attending different customers
- Currently technologies involved are Juniper SRX, Cisco, Aruba wireless
- POC of escalated incidents, mitigation plan RCAs
- Attend weekly meets to improve our performance with stakeholders
- Network Supervision and Monitoring Continuously monitor the network to detect and respond to problems before they affect end users
- Incident Response: Coordinate the response to network incidents and ensure quick and effective resolution
- Root Cause Analysis: Perform root cause analysis for recurring problems and develop action plans to prevent their recurrence
- Personnel Supervision: Direct and supervise the NOC team of technicians and operators
- Training and Development: Provide ongoing training and professional development opportunities
NETWORK LEAD OPERATIONS
HEXAWARE
07.2021 - 07.2023
- Currently assigned to worldwide project for search engine company
- Currently technologies involved are Juniper SRX, Cisco Nexus and Catalyst, Aruba wireless, Palo Alto and ESDN
- Managing different types of incidents related to routing protocols and switching protocols (BGP, ISIS, OSPF, STP)
- Monitoring alarms generated which will impact the operations, in charge of around 10 engineers per shift
- Client business globally and troubleshooting as per the alert received, majorly related to the core network
- Which includes juniper routers cisco switches and firewalls juniper and Palo Alto
- Being the POC of escalated incidents, join troubleshooting with vendor (Aruba, Arista, Juniper, Cisco, Palo Alto)
- Coordinate with ISP until the resolution (involving join troubleshooting with ISP and TAC as well)
- Maintaining network stability by configuring and implementing redundancy to avoid point of failure
- Include (upgrades, replacements) but no limited to have hands in any major affection for office (meeting bridge with upper management)
INFRASTRUCTURE NETWORK SERVICES
CONDUENT
11.2019 - 07.2021
- Responsible for coordinating and maintaining the infrastructure banks, stores, warehouses for different clients such a BBT, Chase, Walmart, Ryder, Soriana
- Provide technical support to any incoming issue related to affect the daily operation, including the hvac environment and lighting
- Job responsibilities
- Monitoring any incoming alerts or warnings that might impact the bank operations
- Conduct a root cause Analysis of devices malfunctions
- Create and Implement Repair strategies
- Document Malfunctions and Corresponding actions taken
- Provide Training and technical support kb's
- Responsible for Walmart project Mexico to set up all the devices who will handle all the store need such a lighting solution, around 1249 devices were set up during the project process
SERVICE SUPPORT ENGINEER
HEXAWARE TECHNOLOGIES
03.2019 - 11.2019
- Respond to queries either in person or over the phone
- Write training manuals
- Train computer users
- Maintain daily performance of computer systems
- Respond to email messages for customers seeking help
- Ask questions to determine nature of issue
- Walk the customer through the problem-solving process
- I ‘ve working on Hexaware as primary engineer contact to attend technical request, clean up computer, install computers peripherals, gain feedback from users and follow up with the end users to ensure the issue has been resolved
TRILINGUAL HELP DESK ANALYST
ATOS
10.2018 - 03.2019
- Provides technical support for any aspect of the information systems department, including computer hardware, operating systems, applications, and networks
SALES AND SUPPORT
GODADDY
01.2018 - 10.2018
- Able to offer to a potential customer the GoDaddy products and tech support related to the products that we offer, sales skills, providing a high degree of professional assistance
FINANCIAL ADVISOR
SORIANA FALABELLA
11.2017 - 01.2018
- Able to offer to a potentials customers the credit card, sales skills, providing a high degree of professional assistance
TEAM MANAGER
ARVATO NETFLIX
02.2015 - 10.2017
- Monitors agents demeanor and customer service performance, meeting and maintaining KPI (key performance indicators) for company's policies for the call center agents and ACD phone system statistics
- Ensures that all issues and requests for service are processed correctly and in a timely manner
- Able to answer incoming phone calls and emails (and/or incoming e-mail or chat) on support lines, providing a high degree of professional assistance
SALES REPRESENTATIVE
ENGLISH TOWN
11.2014 - 02.2015
- Able to offers English course to potential customer, incoming phone calls, providing a high degree of professional assistance, scheduled callback to close the possible sale, create list for follow-up calls of open activities
- Still monitoring every day and updated my personal calendar, one of my commitments it was not ended the day without sales
- Still pushing in every call contact to close the sale, rescheduled callback and create with the possible customer a strong compromise to close the sale in the next interaction
SUPPORT AND SALES
TELEPERFORMANCE HISPANIC
10.2013 - 09.2014
- Able to handle customers calls for doubts, questions or provide them technical assistance with their Comcast product such a cable boxes, phone, or internet service
- Attend Incoming phone calls, providing an excellent, high degree of professional assistance
- Also, part of my job was to offer in any call more benefits such more channels, probably different data plan or adding more TV boxes it was one of my monthly metrics
SUPPORT REPRESENTATIVE
TELEPERFORMANCE SPRINT
07.2012 - 08.2013
- Able to answer incoming phone calls and emails on support lines, providing a high degree of professional assistance
- Responsible to provide assistance in any technical issue with their devices, guideline, educated, clear up doubts and questions such as billing statements
Education
High school's degree -
Preparatory No. 1 downtown UANL
Software developer - IT Engineering and Information technology Telecommunications
Universidad Tecnologica de Santa Catarina
01.2025
Skills
- Active Listening Skills
- Ability to analyze problems
- Good management of employees
- Excel in leadership
- Fast learning
- Maintains composure in critical situations
- Ability to handle matters
- Easy adaptation
- Project manager skills
- Customer support
- Telecommunications
- Incident management
- IT governance
- ITIL processes
- Service level agreements
- Business continuity plans
- Teamwork
- Reporting and documentation
- Teamwork and collaboration
- Quick learner
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Organizational skills
- Excellent communication
- Decision-making
- Task prioritization
- Self motivation
- Analytical thinking
Credentials
l 21872775, CCNP ENCORE
Personal Information
- Place of Birth: Monterrey, Nuevo León, Mexico
- Date of Birth: 07/01/94
Timeline
NETWORK OPERATIONS MANAGER
RIO BRAVO SYSTEMS
07.2023 - Current
NETWORK LEAD OPERATIONS
HEXAWARE
07.2021 - 07.2023
INFRASTRUCTURE NETWORK SERVICES
CONDUENT
11.2019 - 07.2021
SERVICE SUPPORT ENGINEER
HEXAWARE TECHNOLOGIES
03.2019 - 11.2019
TRILINGUAL HELP DESK ANALYST
ATOS
10.2018 - 03.2019
SALES AND SUPPORT
GODADDY
01.2018 - 10.2018
FINANCIAL ADVISOR
SORIANA FALABELLA
11.2017 - 01.2018
TEAM MANAGER
ARVATO NETFLIX
02.2015 - 10.2017
SALES REPRESENTATIVE
ENGLISH TOWN
11.2014 - 02.2015
SUPPORT AND SALES
TELEPERFORMANCE HISPANIC
10.2013 - 09.2014
SUPPORT REPRESENTATIVE
TELEPERFORMANCE SPRINT
07.2012 - 08.2013
Software developer - IT Engineering and Information technology Telecommunications
Universidad Tecnologica de Santa Catarina
High school's degree -
Preparatory No. 1 downtown UANL
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