Raymond Hernandez
Customer Work Flow, Migrations, and Projects Engineer at Blue Layer- Claim this Profile
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Bio
Credentials
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AWS Certified Cloud Practitioner
Amazon Web Services (AWS)Nov, 2022- Nov, 2024 -
CompTIA Server+ Certification
CompTIANov, 2022- Nov, 2024 -
Microsoft Certified: Azure Fundamentals
MicrosoftNov, 2022- Nov, 2024 -
CompTIA Project+ Certification
CompTIAApr, 2022- Nov, 2024 -
LE-1: Linux Essentials
Linux Professional InstituteDec, 2020- Nov, 2024 -
CompTIA Network Infrastructure Professional – CNIP Stackable Certification
CompTIANov, 2022- Nov, 2024 -
ITIL 4 ® Foundation
AXELOS Global Best PracticeJan, 2023- Nov, 2024 -
CompTIA Secure Infrastructure Specialist – CSIS Stackable Certification
CompTIAOct, 2022- Nov, 2024 -
CompTIA Security+ ce Certification
CompTIAOct, 2022- Nov, 2024 -
CompTIA IT Operations Specialist – CIOS Stackable Certification
CompTIAAug, 2022- Nov, 2024 -
CompTIA Network+ ce Certification
CompTIAAug, 2022- Nov, 2024 -
CompTIA A+ ce Certification
CompTIAAug, 2021- Nov, 2024
Experience
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Blue Layer
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United States
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Computer and Network Security
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1 - 100 Employee
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Customer Work Flow, Migrations, and Projects Engineer
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Mar 2020 - Present
As the Customer Work Flow Engineer, my responsibilities shifted again to a higher level of technician within the company. I was also tasked with building, updating, and maintaining a customer portal through a system that integrated with our ticketing system known as CloudRadial. This is a Junior Engineering position within Blue Layer.- Began monitoring and managing server/network alerts and notification for clients via an Alerts Board.l.- Acted as Liaison and next step between Support/Team Leads and the Senior Engineers to aid with issues they may have gotten stuck on. - Took up more management responsibilities within our Hosted DNS, Hosted Website, and Hosted POP/IMAP email servers in our CPanel Environment. - Built and Maintained our Customer facing ticketing portal with CloudRadial and worked alongside support to customize that as they saw fit to match our clients needs.- As part of the Onboarding process I began handling Domain Migrations and Email migrations into our own hosted POP/IMAP server or 365 based on the customer's price range. This meant backing up old emails, setting up the new mail environment, scheduling cutovers with the client, Updating DNS settings for the new server, and deploying the new system once live and tested. - Began handling data and user share migrations from old servers to new as clients replaced or upgraded server hardware and operating systems. - Acted as the server engineer who aided the projects team with onboarding new client and deployment of new systems and hardware.
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Level 2 Technician / Team Lead
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Aug 2018 - Mar 2020
As a team lead I continued my role as a level 2 but moved into a bit more of a managerial role. -Led team of 3-5 people on tickets and issues to best figure out a way to resolve the customer's issue-Took higher level escalation calls and ticket and worked alongside engineers to come up with fixes-Maintained my Cpanel and server management work and began picking up tickets regarding hosted DNS changes and troubleshooting for websites and mail systems.
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Level 2 Support Technician
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Jun 2017 - Aug 2018
As a level 2, my focus was shifted away from all inbound calls and more to tickets escalated from other technicians. While general issues would hit my board at times, I began delving more into Server management, Routers and networking, Web Hosting changes, Ring Central phone systems, and Security Awareness Training for users through KnowBe4-Handled escalation tickets from Level 1 Technicians for a deeper look at issues they could not figure out-Began basic troubleshooting into issues related to Mikrotik and Cisco Meraki router networking issues and changes.-Began handling basic server maintenance and management such as terminal server program updates and server software troubleshooting-Handled basic webhosting and hosted email issues in our CPanel environment
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Level 1 Support
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Mar 2014 - Jun 2017
As a Level 1 I was essentially a front-line technician for the company.. -Handled Inbound calls and created tickets via Connectwise ticketing system-Worked said tickets mainly dealing with troubleshooting software and password issues, virus scans, and general operating system issues-Tickets that could not be handled in a timely manner were escalated up to engineers and higher level techs.
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City of Lubbock
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United States
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Government Administration
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400 - 500 Employee
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Temporary Consultant
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Jun 2013 - Mar 2014
-Temp hired through itsQuest for the City of Lubbock -Responsibilities included the inventory, management, and imaging and re-imaging of machines for City of Lubbock Employees and Police. -Temp hired through itsQuest for the City of Lubbock -Responsibilities included the inventory, management, and imaging and re-imaging of machines for City of Lubbock Employees and Police.
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Covenant Health
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United States
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Hospitals and Health Care
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700 & Above Employee
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Computer Installation Consultant
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Apr 2013 - Jun 2013
-IT Consultant through Insight Global for Bedside Computer rollout -Worked with small team to inventory new computer shipments, unpack machines, ready the operating system and deploy the devices as mounted bedside computers for the hospital rooms. -Secondary responsibilities included the installation of Wall Mounted computer brackets and the cabling of devices on said brackets. -IT Consultant through Insight Global for Bedside Computer rollout -Worked with small team to inventory new computer shipments, unpack machines, ready the operating system and deploy the devices as mounted bedside computers for the hospital rooms. -Secondary responsibilities included the installation of Wall Mounted computer brackets and the cabling of devices on said brackets.
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Concho
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United States
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Oil and Gas
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300 - 400 Employee
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Windows 7 Migration Consultant
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Oct 2012 - Apr 2013
-Consultant hired via Platinum Staffing Group -Acted as part of a small team to interview users to determine hardware and software needs. -Once user needs had been determined machines would be replaced for more modern hardware or re-imaged to Windows 7 using Microsoft's Migration utilities and the SCCM client. -Consultant hired via Platinum Staffing Group -Acted as part of a small team to interview users to determine hardware and software needs. -Once user needs had been determined machines would be replaced for more modern hardware or re-imaged to Windows 7 using Microsoft's Migration utilities and the SCCM client.
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Convergys
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United States
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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New England IP Help Desk
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2012 - 2012
-Call Center customer support for Comcast's New England IP division. -Handled inbound troubleshooting calls for both Phone systems and Internet issue -Call Center customer support for Comcast's New England IP division. -Handled inbound troubleshooting calls for both Phone systems and Internet issue
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Angelo State University
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United States
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Higher Education
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700 & Above Employee
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AV Technician
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2009 - 2011
A company part of the Angelo State University college system that dealt with events occurring on campus, both student and outside events, and provided necessary planning, communication involving the setup and running of the event, and equipment necessary to put on the even. Dealt With computing hardware, Audio hardware such as Mixers, microphones, cabling, speakers, amplifiers, pre-amps and other components necessary for live events open to the public: lights, light boards etc. A company part of the Angelo State University college system that dealt with events occurring on campus, both student and outside events, and provided necessary planning, communication involving the setup and running of the event, and equipment necessary to put on the even. Dealt With computing hardware, Audio hardware such as Mixers, microphones, cabling, speakers, amplifiers, pre-amps and other components necessary for live events open to the public: lights, light boards etc.
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Thermo Dynamic Insulation
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Idalou, Texas
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Foam Insulation Laborer
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Jun 2008 - Aug 2008
Summer Job, Foam insulation Laborers. We'd prep houses/buldings, then the spray team would come through and fill the space between studs with expanding foam. After curing we'd remove excess to be flush with the studs. After all desired walls/roofs were finished, we'd clean up the job site and leave to allow the next step of construction to move in. Summer Job, Foam insulation Laborers. We'd prep houses/buldings, then the spray team would come through and fill the space between studs with expanding foam. After curing we'd remove excess to be flush with the studs. After all desired walls/roofs were finished, we'd clean up the job site and leave to allow the next step of construction to move in.
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Education
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2020 - 2023
Western Governors University
Bachelor's degree, Information Technology
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