Victoria Hernandez

Technical Support Specialist

Actively looking · Member since 1 Oct 2025

Message

Location: United States

Desired salary: from 20 USD/hourly

Work preference: Full Time

Experience level: Not set

About

Professional summary

I am a dedicated Technical Support Specialist with extensive experience providing Tier 1 technical support to federal employees, contractors, and retail locations. I specialize in troubleshooting hardware, software, and connectivity issues, utilizing tools such as ServiceNow, BeyondTrust Remote Support, SCCM, and Active Directory. My work involves supporting Microsoft 365 applications, VPN connectivity, and configuring security features like Microsoft Authenticator to enhance login security.

Throughout my career, I have supported large-scale retail operations, remotely managing POS software and hardware across over 1000 stores. I am skilled in SQL database management, Linux server operations, and remote device management using AirWatch. I have contributed to maintaining and updating technical knowledge bases and creating documentation to improve issue resolution and onboarding efficiency.

I am experienced in handling high-volume inbound support calls professionally and efficiently, ensuring persistent issues are resolved and store operations remain uninterrupted during software conversions. My technical expertise extends to managing user access and provisioning within various systems including Oracle, Triceps, AS400, and Microsoft Azure.

Currently, I am pursuing a Bachelor of Science in Computer Science at Western Governor’s University, further enhancing my technical knowledge and skills. I am detail-oriented, adaptable, and possess strong interpersonal and multitasking abilities, which enable me to thrive in dynamic technical support environments.

I am passionate about leveraging my technical proficiency and analytical skills to provide exceptional support and contribute to the success of the organizations I work with. I am committed to continuous learning and development to stay current with evolving technologies and best practices in technical support.

Skills

6 capabilities

Experience

Career history

Service Desk Analyst Environmental Protection Agency (EPA) | Contractor through IndigoIT

Nov. 24 – Present

Provide Tier 1 technical support for federal employees and contractors, resolving hardware, software, and connectivity issues via ServiceNow’s Service Operations Workspace. Handle daily inbound support calls using Genesys. Troubleshoot VPN connectivity (Pulse Secure and Zscaler), and Microsoft 365 applications including Outlook, Teams, and OneDrive. Assist users in configuring Microsoft Authenticator for passwordless sign-in. Utilize BeyondTrust Remote Support (Bomgar), SCCM, and Active Directory for password resets, remote troubleshooting, and system administration. Aid in installation and uninstallation of authorized applications such as Citrix Workspace and Microsoft Teams. Maintain and contribute to internal knowledge base documentation. Collaborate with technical writing team to create and update knowledge articles.

Store Application Services Support Burlington | Contractor through Insight Global LLC

Nov. 23 – Nov. 24

Provided technical support to various retail locations via phone and email. Remotely supported Oracle ORPOS software and Xstore POS system for about 1000 stores. Managed retail employee access via SQL database. Maintained holiday price changes via SQL database. Set up new retail locations, relocations, and conversions via MobaXterm in Linux servers. Managed tablets via remote software AirWatch. Maintained conversations with stores to ensure persistent issues were corrected. Logged troubleshooting steps in ServiceNow. Assisted in maintaining store operations during conversion from ORPOS to Oracle Xstore. Aided in the conversion of over 1000 stores to new retail POS software. Maintained up-to-date troubleshooting steps for Tier 1 agents.

Technical Support Specialist Save A Lot | Contractor through Provalus

Jan. 21 – Nov. 23

Provided technical support to retail locations via phone and email. Remotely supported POS software and hardware. Walked employees through resolving phone, fax, and network problems in retail locations. Diagnosed and repaired client desktops, laptops, servers, and mobile devices. Managed users and email groups in Active Directory via Microsoft Azure and OneIdentity. Provisioned access within Oracle, Triceps, AS400, and more. Tracked all tickets from initial reporting through resolution in ServiceNow. Troubleshot internet connectivity and networking issues. Created networking, equipment installation, and software configuration guides for technicians and vendors. Monitored 815 stores to ensure network stability. Managed and updated technical knowledge base.