Victor Hernandez

Professional Experience

Agilant Solutions

• Troubleshooting and diagnosing a wide range of hardware, software, and network connectivity issues for end users via inbound support calls in an MSP environment
• Providing coaching and guidance for operation of desktop and laptop computers, as well as for the configuration of printers, smart phones, tablets, and routers
• Creating tickets and coordinating with Tier 2 support with clear and concise documentation of client issues and completed troubleshooting steps
• Exhibiting exceptional customer service and communication skills, maintaining a calm and confident demeanor on every phone call
• Regularly exceeding target metrics by keeping call length below expected average and maintaining consistently high customer satisfaction scores
• Creating and maintaining documentation for knowledgebase

Technology Proficiencies

• Windows 10/11, macOS, iOS, Android
  • Troubleshooting and diagnosing issues as well as providing direction to clients on effective usage for above operating systems at Agilant Solutions
• LAN, DHCP, VPN, DNS, Mesh Wi-Fi
  • Configuring virtual switches and routers using Boson Network Simulator and Cisco Packet Tracer software in preparation for CCNA exam
• Hardware Maintenance
  • Over the phone troubleshooting and configuration for printers and physical components of desktop/laptop computers (monitors, peripherals, etc) at Agilant Solutions
  • Personal interest in building and upgrading desktop computers for optimal performance (memory, speed, storage, graphics)
• Linux
  • Familiar with command line and filesystem, basic bash scripting, utilized courses on linuxjourney.com
  • Installed and configured in virtual machines and bare metal (Arch, Debian, Mint, Ubuntu)

Education + Certifications