Anderson Eduardo Arias Hernandez

I am a Tier 2 Operations and Support Engineer with with 8 years of experience in customer service

and 3 years in IT actively seeking a secure for an opportunity to grow in a networking or system

administrator role. Previous experience includes configuring computers, servers, and networking to

work within established company and security parameters.

TIER II OPERATIONS & SUPPORT ENGINEER; SIMI VALLEY, CA — 2022–PRESENT
• Lead a team of 6 Tier 1 engineers in all duties according to our SLA and delegated and evaluated
their performances for increased success
• Maintained properties with various network software and equipment while providing product and
device support
• Administered and troubleshot VOD assets for the Mediaroom platform
• Onboarded new hires into company owned devices
• Configured Video/Audio streams for Cloud DVR and Live Services
• Maintained all corporate networking infrastructures
• Created backups for Mediaroom and Mediafirst systems
TIER I OPERATIONS & SUPPORT ENGINEER; SIMI VALLEY, CA — 2019 — 2022
• First line of support for multiple companies with >100,000 users in several international locations
• Monitored IPTV, HLS and DASH streams on Sencore and troubleshot the streams at a Tier I capacity
• Updated and escalated 20+ tickets/emails to the correct team in a timely manner
• Answered 20+ phone calls daily and delivered a premium customer service experience by
troubleshooting and responding a prompt, professional, and courteous manner for Mediafirst and
Mediaroom systems.
• Trained new hires to understand the systems, procedures, and products

LOS ANGELES PIERCE COMMUNITY COLLEGE — CLOUD, NETWORKING AND
CYBERSECURITY - 2024
AWS ACADEMY - AWS ACADEMY CLOUD FOUNDATIONS - 2023