Help Desk IT Support

Joseph M. Hernandez

26626 Jane Avenue

Hayward California 94544

Home: (510) 581 – 1609





  • Microsoft Certified Systems Engineer (MCSE) since 2000 including  six courses

    • Administering Microsoft NT 4.0

    • Supporting Microsoft NT Core Technologies

    • TCP/IP on Windows NT 4.0, #688

    • Networking Essentials MS578

    • Creating & Configuring a Web Server using Microsoft Internet Information Server-MS936

    • 689 Supporting Windows NT 4.0 in the Enterprise

  • Software Packages: Office 2003, Office XP, Office 2000 Professional,  Adobe Acrobat, Adobe Illustrator 10, Adobe Photoshop 6.0, Symantec Antivirus Enterprise Edition 8.0, McAfee Antivirus, Symantec pcAnywhere,  Computer Associates BrightStor backup software,

  • Communication Packages: Earthlink, Eudora, Netscape, TCP 3270,

  • Operating Systems: Windows 2003 Server, Windows 2000 Server, Windows NT Server4.0, Windows XP Professional, Windows 2000 Professional, Windows NT Workstation 4.0, Windows 98, Windows 95

  • Administering Microsoft SQL200 data base

  • Polycom and audio video support

  • Supported audio visual equipment

  • Setup and supported audio video equipment for meetings both onsite and offsite

  • Setup and supported Windows and Android mobile devices

  • Imaged and Provisioned 1600 Macs to OSX Yosemite

  • Supported Macintosh OS 10.x

  • Provide support for over 250 Microsoft users

  • Implementing Microsoft Windows 2000 Professional and Server

  • Implementing and Administering  Microsoft Windows 2003 Active Directory Domain

  • Implementing and Administering Microsoft Windows 2000 Directory Services

  • Designing a Microsoft Windows 2000 Directory Services Infrastructure

  • Implementing  Windows NT Security



TCS                                                                                         June 22, 2016 – September 30, 2016

IT Systems Analyst


Support Windows 7 and Windows 8 Desktops and laptops

Image Dell laptops to Windows 8

Support MS Office 2013

Migrate and support transition to Google  gmail and docs

Resolve network connection problems

Help connect users to vpn

Facilitate password resets

Use and install Skype for business



Resource Solutions Group                                                  December 7,2015 – January 29, 2016

Support Technician


Provision new lines of service for mobile devices
Provision upgrades for mobile devices
Facilitate warranty exchanges and replacements of mobile devices
Scan asset barcodes and organize assets as needed
Load applications as requested following SFDC-provided process
Migrate user data as requested
Manage the inventories of unassigned new, return, Hot Swap and

Directly resolve discrepancies or issues with mobile asset records in the Asset Management          Database that can be achieved by Supplier
Regarding assets that were being tracked in the asset management system as “active” and later categorized as “missing,” change the status to reflect the missing state
Help resolve asset management system discrepancies that may result in report errors


CompuCom                                                                                                             June 9– August 25 2015

Consultant Mac Provisioning Technician


Provisioned 1600 Macs to OSX Yosemite

Performed remote swaps using Gotomeeting

Backed up and restored the users data

Used Active Directory to create computer accounts and reset passwords

Updated and maintained inventory records of deployed Macs



University of San Francisco                                                             January 12 – March 30            2015

Client Support Specialist

  • Supported Windows 7   

  • Supported Macintosh OS 10.x  and above

  • Trouble shoot Mac Book Pro

  • Resolved wireless connectivity issues

  • Supported Iphones and Android phones

  • Open trouble tickets for end users reporting various problems in Service Now

  • Provide 1st and 2nd tier support to clients

  • Image both Macintosh and Pc computers using Ghost

  • Perform quality assurance on newly imaged computers      


Lehigh Technical                                                                                January – June            2014

Customer/Desktop Support Representative

  • Perform computer moves

  • Set up computers and tested connectivity


Proactive Business Solutions,  Inc                                                             Oct  - Dec      2013

Project Based Desktop Technician

  • Perform computer moves for clients

  • Set up, Configured computers and tested connectivity

  • Created diagrams of workstations


United States Citizenship and Immigrations                                      August 10  – Oct 12 2012

Apex Systems Inc.

Desktop Support Analyst

  • Performed desktop support including all peripheral (printers, scanners and storage devise)

  • Repaired hardware replaced mother boards and peripheral cards

  • Supported users using Windows XP Pro

  • Supported users in Windows 2003 AD domain

  • Performed phone and remote support for satellite offices

  • Used Remedy to record completion of desktop support tickets



Academic Affairs: Research & Graduate Studies-Innovation Alliances and Services   Nov 2009 – Aug 2011

University of California Office of the President, Oakland, California

IEdison Analyst – Industry-University Partnership Initiatives      

  • Support the IUP Information Technology Infrastructure

  • Design and Implement data collection mechanisms and reporting tools

  • Contribute to the design and development of systems and protocols in support of information

collection, quality and reporting

  • Develop customized data objects and data definitions to streamline reports

  • Identify opportunities for standard reports to be made available through reporting library

  • Analyze and enter data into the federal government invention reporting system

  • Develop procedures for reporting inventions to federal agencies



Academic Affairs University of California Office of the President, Oakland, California     Feb 2004 – Oct 2008

Network Administrator and Computer Resource Specialist

  • Performed desktop support including all peripheral (printers, scanners and storage devise)

  • Supported Dell desktop computers laptops and servers

  • Protected users from viruses with Symantec anti virus

  • Set up and trouble shooted smart phones and PDAS

  • Supporting Windows 2003 Active Directory Domain

  • Performing nightly backups of all servers

  • Migrating users to Microsoft Windows 2000 Active Directory domain

  • Maintaining Microsoft Exchange Server version 2000

  • Applied group Policy objects to domain

  • Used Group Policy Preferences to secure access to domain

  • Writing script for backing up workstations

  • Maintaining Windows SUS server

  • Administering Symantec Enterprise Anti-Virus server

  • Installing and using Cisco VPN Client

  • Knowledge of Vmware

  • Built, administered and secured  SQL server

  • Knowledge of Windows 2008 server

  • Experience in creating, implementing and trouble shooting Symantec Ghost images

  • Teamed with supervisor on individual projects

  • Moved up from assistant network administrator to lead network administrator 

  • Supported and setup Polycom devices for executive meetings

  • Supported audio video equipment for conferences and meetings



MESA University of California Office of the President, Oakland, California   Feb 2000 – Feb 2004 Senior Administrative Analyst

  • Set up and supported Windows 2000 Professional, Windows XP Professional, Windows98, Windows NT, Workstation4.0

  • Deployed and supported McAfee antivirus in my domain

  • Supported offsite users

  • Installed and maintained multiple PDAs

  • Set up multiple printers, scanners and all in ones

  • Managed NT4.0 Network Domain

  • Managed NT4.0 IIS Web Server

  • Maintained Microsoft Exchange Server version 5.5

  • Performed nightly backups of all servers

  • Maintained Microsoft NT RAS server

  • Designed and implemented Microsoft Windows 2000 Active Directory domain

  • Migrated users to Microsoft Windows 2000 Active Directory domain

  • Designed and built HP NetServers

  • Managed Purchasing process for all hardware and software

  • Team of three supporting 25 clients



Shared Medical Systems, Oakland, California                                April 1998 – April 1999

Patient Data Systems Programmer Analyst

  • Investigated and resolved customer’s software problems dealing with disk management, database management, and data recovery on VAX operating system.

  • Installed critical code fixes.

  • Debugged and analyzed the flow of programs.


United Behavioral Health, Oakland, California                                March 1997 – March 1998

       End User Support Analyst

  • Analyzed and solved complex software questions involving communication connectivity, disk management, and database management on VAX operating systems.

  • Created data tapes for clients to enhance electronic claiming and electronic payment processing.

  • Created and printed clinical data reports outlining patient treatment.

  • Performed data analysis, reporting and testing to solve problems reported by end users.






California State University, Hayward, California

BS Statistics

BS Computer Science

Minor in mathematics (completed 36 units towards MS Statistics)






  • ID#: 112905
  • Location: Hayward, CA , 94544

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