Ricardo Hernandez

Senior Service Desk Analyst @GKN Aerospace

El Cajon, CA, US

Key Contributions:Support the design and deployment of service delivery processes and procedures.Deploy industry best practice and approaches and standards.Actively monitors supported IT systems infrastructure to manage business systems and securityrisks.Actively work with automating IT service management and support delivery.Work with hardware/software vendors to resolve technical issues and manage required updates.Coordinate and work with other IT teams and regional service desk teams to ensure they meet GKNAerospace Standards.Deliver Service Desk support to agreed SLA.Incident Management: log all incidents and resolve as quickly as possible.Request Fulfillment: Manage all requests to resolution or escalation.Change Management: Manage approved changes from Build to Run.Hardware Lifecycle Management: Client asset lifecycle management within region.Continual Service Improvement: Continually looking at existing systems and services to continuously improve them.Knowledge Management: Manage the documentation and dissemination of knowledge within the Service Desk teams and wider business globally.Hardware Refresh.Hardware DeploymentEquipment ProcuringUser account management in Active Directory.