Summary
Overview
Work History
Education
Skills
Timeline
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Vincente Hernandez

Phoenix,AZ

Summary

Experienced software engineering professional with expertise in developing robust and scalable applications. Skilled at fostering team collaboration and driving projects to successful completion, while remaining adaptable to evolving requirements. Proficient in multiple programming languages, frameworks, and tools. Committed to delivering high-quality results and creating a productive work environment.

Overview

25
25
years of professional experience

Work History

Senior Telephony Software Engineer

Brillio
01.2023 - Current
  • Company Overview: Contract to RNL
  • InContact user maintenance activities
  • Twilio Management
  • Five9 Administrative
  • Hiya Administrative
  • Removing inactive and terminated users
  • Number management and optimization
  • Streamlining user access and validating security profiles
  • Meet with InContact regarding any reporting inaccuracies
  • Missing metric types
  • Lagging real-time reports
  • Track hours of operation (InContact) and calls reported coming in after business hours
  • Incoming call times are time stamped an hour ahead
  • Okta password resets
  • Configure and reset users VPN and Passwords
  • Provide help documentation
  • Troubleshoot InContact call quality
  • Complete system updates for remote employees
  • Troubleshoot InView outgoing report failures
  • Update enrollment emails
  • Troubleshoot enroll alerts
  • New User onboarding and offboarding
  • Enroll and provide access for all partners working with InContact
  • DID build with voicemail for partners
  • Email with distribution list Management
  • Laptop/System builds
  • SFTP Management
  • Create all new partner builds
  • Include access for designated persons
  • Provide guides walk through with partners and designated personnel for file access
  • Desktop support and troubleshooting
  • Support all of Helix with any issues including: InContact, Enroll, emails, SFTP files, VPN etc
  • Contract to RNL
  • System to System import and integration.
  • Consistently met project deadlines by effectively managing time and prioritizing tasks according to importance.
  • Analyzed proposed technical solutions based on customer requirements.
  • Collaborated with management, internal and development partners regarding software application design status and project progress.
  • Enhanced user experience with intuitive interface design and responsive web applications.

Application Support Engineer

Helix Education
01.2018 - Current
  • Company Overview: Acquired by RNL
  • Promoted to Applications support engineer from desktop team
  • InContact user maintenance activities
  • Removing inactive and terminated users
  • Number management and optimization
  • Streamlining user access and validating security profiles
  • Meet with InContact regarding any reporting inaccuracies
  • Missing metric types
  • Lagging real-time reports
  • Track hours of operation (InContact) and calls reported coming in after business hours
  • Incoming call times are time stamped an hour ahead
  • Okta password resets
  • Configure and reset users VPN and Passwords
  • Provide help documentation
  • Troubleshoot InContact call quality
  • Resetting C&C
  • Checking headset settings
  • Complete system updates for remote employees
  • Troubleshoot InView outgoing report failures
  • Update enrollment emails
  • Troubleshoot enroll alerts
  • New User onboarding and offboarding
  • Enroll and provide access for all partners working with InContact
  • DID build with voicemail for partners
  • Email with distribution list
  • Any and all troubleshooting
  • Create all new partner builds
  • Include access for designated persons
  • Provide guides walk through with partners and designated personnel for file access
  • Desktop support and troubleshooting
  • Support all of Helix with any issues including: InContact, Enroll, emails, SFTP files, VPN etc
  • Acquired by RNL

Customer Service Operations Specialist

Helix Education
01.2013 - 01.2018
  • Under general supervision, direct and respond to a high volume of inbound and outbound service of information and customer related calls
  • Conducts student recruitment activities by contacting prospective students to answer routine inquiries and schedule meetings and appointments
  • Responsible for properly documenting and tracking customer feedback into company database
  • Providing tier one technical support
  • Learn all new technology; responsible for training schools and clients on all new technology introduced
  • Hire and train/mentor new associates

Restaurant Manager

Pink Pony
01.2014 - 01.2016
  • Responsible for business performance of the restaurant
  • Organized marketing activities, such as promotional events and private dinners
  • Prepared reports at the end of the shift/week, including staff control
  • Managed staff and providing them with feedback
  • Respond to customer complaints and praises
  • Recruited, trained and motivated staff
  • Supervised shifts and personnel
  • Set budgets and reviewed/ presented them to senior management
  • Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.

Lead Supervisor Rental Agent

Enterprise Holdings
01.2004 - 01.2013
  • Top sales performer, recognized on numerous occasions at the national level
  • Managed sales team and bolstered location sales numbers and team performance
  • Resolved customer concerns through responsive, professional communications in person, via email and on the phone
  • Provided training and coaching to new and existing team members
  • Reconciled inventory, coordinating with team members and other locations as necessary
  • Daily cash management duties
  • Applied consultative sales techniques to increase per customer revenue percentages
  • Matched customers individual needs with relevant products and services
  • Processed contracts with an attention to detailed information
  • Received four promotions throughout my tenure with organization, increasing levels of responsibility

Assistant Manager

Molly's Tamales
01.2000 - 01.2004
  • Provided customers with efficient, personalized service in a high volume fast paced environment
  • Increased sales 20% by offering combination items and group discounts
  • Coordinated Farmers Market and events schedule
  • Trained new associates and generated schedules
  • Maintained inventory and ordered restock shipments
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.

Education

Some College (No Degree) - Business

Arizona State University
Tempe, AZ

High School Diploma -

John Marshall High
Los Angeles, CA
05-2002

Skills

  • Experienced with Multiple Programming Languages
  • Web Application Development
  • AWS Proficiency
  • Team Leadership
  • Programming languages
  • Web application development
  • Project leadership
  • Software development
  • Build releases
  • New employee mentoring
  • Testing and debugging
  • Problem-solving mindset
  • DevOps best practices
  • System improvements
  • Application release maintenance
  • Performance improvements
  • Troubleshooting
  • Software development lifecycle
  • Configuration management
  • Staff education and training
  • Technical support
  • Software applications
  • Hardware and software installation
  • End-to-end testing

Timeline

Senior Telephony Software Engineer

Brillio
01.2023 - Current

Application Support Engineer

Helix Education
01.2018 - Current

Restaurant Manager

Pink Pony
01.2014 - 01.2016

Customer Service Operations Specialist

Helix Education
01.2013 - 01.2018

Lead Supervisor Rental Agent

Enterprise Holdings
01.2004 - 01.2013

Assistant Manager

Molly's Tamales
01.2000 - 01.2004

Some College (No Degree) - Business

Arizona State University

High School Diploma -

John Marshall High

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Vincente Hernandez