Cristian Heredia has experience providing desktop support, helpdesk services, and network support. He is fluent in Spanish and has strong skills in hardware, networking, and various software programs. Currently he works as a Desktop Support Specialist at Children's Hospital Boston where he assists over 150 users and troubleshoots hardware, software, and network issues. Previously he held contracting roles providing helpdesk support and was an intern managing network incidents and monitoring systems. He completed a one-year information technology career training program through Year Up and Cambridge College to prepare for his career in IT support roles.
Analytical Technical Support representative adept to resolve complex network issues. Critical thinker who addresses customer support issues quickly, level headed and calm in stressful situation with experience in help desk environments.
Analytical Technical Support representative adept to resolve complex network issues. Critical thinker who addresses customer support issues quickly, level headed and calm in stressful situation with experience in help desk environments.
PROFESSIONAL SUMMARY
Program / Project Manager with a successful record of managing full project life-cycle initiatives. Expertise includes a combination of both Application Development and Infrastructure experience. I’ve acted as both developer and then App Dev PM while with the State of Missouri. I rate my SDLC experience as an 8/10 as I personally did VB development and acted as the PM for entire application delivery from development through SQL and into production. An exceptionally strong Program / Project Manager with the following qualifications:
• PM experience covers product planning, scheduling, testing, change management, implementations and ROI analysis
• Successfully managed projects for domestic and international corporations including BP, State of MO-DOR, Salton/Toastmaster
• Recognized for surpassing corporate and customer expectations for quality and focus by configuring, implementing, training, mergers and acquisitions
• Experienced in handling projects in rapidly changing functional, procedural and engineering environments including international offshore (Brazil, Columbia, UK, Trinidad, Argentina, Mexico) testing/development teams
• Provides disciplined, assertive, tactful leadership to resolve challenges in an efficient, cost-effective manner
• Skilled in developing and maintaining strong customer relations and fostering cohesive, consensus-building project team interactions
• Recognized for being a highly-motivated, self-directed, enthusiastic project manager with a positive, creative attitude for balancing schedules, costs and priorities
• Recognized as an “idea leader” with flexibility to handle assignments with analytical test equipment and to develop quality assurance best practices/processes
• Excels in developing and maintaining project plans without being dependent on technical resources for input.
• Successfully transitioned to a portfolio of 65 projects International with a blend of waterfall and agile teams with ~$75 million budget. Overseeing multiple vertical project managers, business analyst, functional analyst, and working with the communications team. All in a ~2 month onboarding to the account.
• Apply communication strategies to engage International-level stakeholders in order to understand product objectives, customer service processes, development teams, and define strategies for opposing developing techniques to timely and with budget constraints. Supports SAFe (Scaled Agile Framework) as the “Release Train Engineer.
• Manage the flow of value through the program and value stream Kanban’s to increase outlook into new work and into the work flow. Establishing connections among the Portfolio, Journey mapping, value stream, and programs levels.
1. Cristian Heredia
42 Oldfields Rd. Boston, MA 02121 | (857) 269-8583 | Chrisraider54@gmail.com
Skills
Languages: Fluent in Spanish
Hardware: Add and remove RAM, CPU, Motherboard, and Expansion Card
Networking: Run cables, troubleshoot connection, identify and activate external ports
Software: Microsoft Office, Windows, Mac OSX, Active Directory, ISM, NICE, NetCool, Black Baud
CRM, EPIX, VPN, GreatBay, MacAfee, and Java
Experience
Children’s Hospital Trust Boston, MA
Desktop Support Specialist - Contractor April 2016 – Current
Provide helpdesk support to 150 end user
Troubleshoot and resolve hardware, software, and network issues
Ran diagnostic scans like Check Disk and Defrag for malfunctioning machines
Assists with training, advising and aiding staff as new functions are rolled-out
Monitor, troubleshoot, and support Windows servers,
Desktop/laptop/thin-client PCs, local/wide area networks, and data storage systems
Partners Health Care Wellesley, MA
Service Desk Analyst - Contractor March 2016 – April 2016
Answers Help Desk calls in a courteous, friendly and knowledgeable manner
Utilize stored information and documentation to help resolve issues
Document actions to resolve problems and update end-users on status of problems in a timely manner
Utilize Remote Management software to remotely install software, setup printers and assist customers
with problems
Prioritize and escalate problems within given guidelines
Provide 1st level technical support for networked devices to include desktop PCs, laptops, printers, and
PDAs and peripheral devices
State Street Global Technical Services Quincy, MA
Network Support – Intern July 2015 – February 2016
Provide technical expertise for each event, incident, problem and change within service levels
Managing ticket resolution and event monitoring processes
Utilize software and hardware tools to perform critical and urgent incidents via NetCool
Manage the appropriate support partners to provide problem solution for all network platforms
Serve as a first point of contact to manage all business impacting critical and urgent incidents
Answer all calls and address issues accordingly with users/clients, vendors and support groups
Authorize guests to access corporate network by following formal procedure to log system and user
details prior to enabling access through Great Bay
Education
Year Up / Cambridge College Boston, MA
Information Technology Training March 2015 – February 2016
Year Up is a leading one-year career-development program 250 corporate partners around the country;
the program includes college-level courses, professional training, and six month internship
Enrolled in the Information Technology track to prepare for a Tier 1 technician or helpdesk role
Earning 24 college credits towards a Bachelor of Science in partnership with Cambridge College