1. David Hernandez
9701 E. Iliff Ave – Denver, CO 80231
(720) 535-9525 – (719) 251-1218 (mobile)
dave.b.hernandez27@gmail.com
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Objective To obtain a technical position in a dynamic technology company
where my skills and experience will contribute to the overall
mission of the organization
Qualifications Software: Microsoft Office, Project, SharePoint, .NET, IIS, Adobe
Photoshop
OS: Windows 95/98/2000/XP/Vista/7/Server 2000/Server 2003,
UNIX and Linux
Hardware: PC, Macintosh, laptop, printer, scanner, fax, HP
Integrity and ProLiant servers, Alpha XP workstations
Languages: HTML, XHTML, CSS, XML, JavaScript, Java, C++,
SQL, ASP.NET
Networking: Solid working knowledge of switches, routers,
LAN/WAN/WLAN/SSH protocols and SSL security certificates
Database: SQL, MS Access
Education Colorado State University - Pueblo, CO
September 2000 – May 2004
• Bachelor’s of Science in Computer Information Systems
• Minor in Art - Emphasis in Digital Media
• 3.6 GPA - Cum Laude
• Dean's List (6 Semesters)
• USAA All-American Scholar Collegiate Award
• Horizons Scholarship and Atlas Pacific Engineering
Scholarship
INROADS Southern Colorado – Colorado Springs, CO
“The mission of INROADS is to develop and place talented
underserved youth in business and industry and prepare them for
corporate and community leadership.”
Summers of 2001 – 2003
• Participated in workshops that built skills to be a successful
leader in the community and in business
• Coached by an advisor and corporate mentor to increase soft
skills and overall understanding of how to become a high
performer
• Attended the annual Leadership Development Institute which
promoted professionalism, ethics, career management and
networking
• Took part in sessions that provided exciting, interactive and
challenging leadership simulations to prepare to handle even
the most challenging situations with professionalism
• Volunteered in the community by mentoring INROADS
candidates and helped raise money for non-profit
organizations
• Helped raise money to support INROADS’ mission by taking
part in organizing corporate golf and volleyball tournaments
2. Professional HP Enterprise Service Management – Teleworker
Experience September 2011 – Present
Service Delivery Consultant – L3 Application Support
• Provide expert level support to a defined business segment by
investigating and resolving application and infrastructure
related incidents and problems
• Adhere to ITIL defined Request, Incident, Problem and
Change Management processes and required SLAs
• Perform maintenance, performance tuning and optimization for
a web application designed with Microsoft.NET, ASP.Net, IIS
SQL Server, and Oracle 10g
• Collaborate with LDAP, Database, Windows, UNIX/Linux,
Networking, and Engineering teams to resolve issues
• Complete Release to Production activities which includes
installing application updates and patches
• Perform and Implement monitoring on the application
• Participate in On-Call rotation for Severity 1 and 2 incident
resolutions
• Report progress and status on projects, action items, high
severity incidents and root cause records
• Ensure all Incidents and Requests are being worked that are
assigned to L2 and L3
• Responsible for implementing part or all of the technical
solution to clients in accordance to technical design with a
broad spectrum understanding of HP technology
• Provide planning and design support for the development of
solution architectures that are implemented in a multiple
system environment
• Communicate through various mediums across a global client
and business community to add value and demonstrate
execution of the HP strategy
Hewlett Packard – Colorado Springs, CO/Rio Rancho, NM
September 2004 – August 2011
Technical Solutions Consultant II
• Assigned resource responsible for delivering remote services
to UNIX and Linux enterprise customers, focusing on moving
the customer from event driven to experience driven service
• Active member of multiple account teams responsible for the
delivery of remote proactive deliverables to meet contractual
obligations ensuring the highest levels of customer satisfaction
and loyalty
• Deliverables provided to customers include:
System Health Check, call reporting, trend analysis, system
patches, firmware and software revision analysis
• Proactively assist customers to avoid or reduce problem
occurrence
• Responsible for business recovery and technical resolution of
events by utilizing resources and managing cases from start to
finish
3. • Perform critical event management for all high priority cases
which includes coordination and direction of the resolution
efforts
• Maintain technical and business knowledge of the customer’s
environment to assess the level of impact from events
• Team focal and subject matter expert for our call reporting tool
and customer electronic site management guide. Responsible
for helping the team with questions and issues with the tools
• Administrator for team SharePoint to post member information,
important events, mandatory training and organize shared
documents
• Coordinator and focal for lab systems used for testing and
training
• Created and maintained a SharePoint-based forum to improve
communication and collaboration among hundreds of account
team members within the organization
Compaq Computer Corporation - Colorado Springs, CO
Summers of 2001 – 2003
Internship
• Obtained first real world experience in a prestigious IT
corporation
• Learned the company’s business processes from sales and
marketing to call handling and field support by job shadowing
• Assisted in transitioning intranet web pages
• Communicated across the corporation with email, chat, and
phone
• Gained UNIX fundamental skills by installing the OS, patching,
creating user accounts and navigating directories
• Worked in groups doing self-managed projects
• Conducted presentations to local and remote teams
• Took part in team building activities to increase employee
morale and synergy
