Luis Manuel Hernández Nava

• Directed budgeting studies on current and proposed IT spending plans, determining maximally impactful business enhancements and minimizing wasteful spending.
• Created remote service interaction scenario manuals, defining appropriate triage and response policies for common ticket types.
• Assessed business requirements to forecast annual budgetary operational costs.
• Reviewed deficiencies based on internal audits and suggested remedies.
• Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Developed multi-site IT execution strategies, aligning work orders at 25+ locations to effectively align available resources with historical service data.
• Updated technical documentation, product specifications and technical training materials.
• Collaborated with multidisciplinary teams to design and implement new technology features.
• Developed functional databases, applications and servers to support websites on back-end.
• Developed software apps cloud based and cross-platform for Mac, iOS, Android, Linux, web and Windows systems.
• Configured and implemented IT initiatives to produce measurable business value.
• Developed and led large-scale technology initiatives for long-term strategic plans and solutions.

• Resolved issues and escalated problems with knowledgeable support and quality service.
• Planned and implemented upgrades to system hardware and software.
• Maximized system availability through development and testing of contingency plans.
• Implemented, developed and tested installation and update of file servers, print servers and application servers.
• Designed and evaluated WAN and LAN connectivity technologies.
• Installed and configured network printers and other peripheral devices.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Maintained office PCs, networks and mobile devices.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.

I currently coordinate this area in conjunction with TI department.

Tenders and Contracts:

• Managed, supervised and controlled execution of contracts ranging from $1M to $120M.
• Monitored incoming contracts and service agreements for correct pricing and information.
• Drafted, reviewed and revised contracts for accuracy and completeness.
• Stored and filed contract documents in orderly, organized systems
• Tracked contracts for management and issued regular tracking reports covering current status and upcoming milestones.

Currently I offer my independent services to this company.

• Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
• Created service level agreement for IT operational functions and help desk operations.
• Planned and developed interfaces that simplified overall management and offered ease of use.
• Made recommendations and performed upgrades, assisting businesses in technology planning aligned with growth projections.
• Recommended and installed upgrades and helped businesses to plan for technology to match growth.
• Adjusted design parameters to incorporate new features.

• Offered each customer top-notch, personal service to boost sales and customer satisfaction.
• Assisted call-in customers with questions and orders.
• Greeted customers entering store and offered assistance with requirements.
• Remained calm and composed in tense situations involving angry or upset customers.
• Maintained orderly and clean work areas for maximum productivity.
• Completed daily tasks accurately and on-time to support shop needs.
• Collected payment by cash, debit or credit card and used Point of Sale system to process transaction.
• Stocked merchandise, clearly labeling items, and arranging according to size or color.