Frank Hernandez

IT Service Desk & Endpoint Management Manager with 10+ years of experience leading enterprise IT support operations in regulated financial institutions. Expert in modern endpoint management, Windows 10/11 governance, ITIL-aligned service delivery, and vendor oversight. Proven ability to build high-performing teams, strengthen endpoint compliance, and stabilize mission-critical IT services across distributed environments.

Recognized for improving service reliability, audit readiness, and end-user satisfaction.

IT Service Desk & Endpoint Management Manager at First Foundation Bank (2023-01 – 2026-04)

Lead enterprise IT Service Desk and endpoint operations across multiple banking locations, ensuring service reliability, endpoint compliance, and operational continuity.

• Lead and develop a high-performing service desk team supporting enterprise users across distributed sites.
• Oversee SLAs, ticket workflows, escalations, and MSP accountability.
• Govern SOPs, knowledge base accuracy, and service documentation.
• Manage staffing, scheduling, and workload distribution.
• Executive escalation point for critical production incidents.
• Lead major incident calls, RCA reviews, and post-incident reporting.
• Drive problem management to eliminate recurring issues.
• Ensure adherence to change management processes.
• Oversee Windows 10/11, macOS, Citrix, and VMware endpoint environments.
• Manage Intune, SCCM, WSUS, and IGEL UMS for patching, configuration, and compliance.
• Govern device lifecycle: procurement, imaging, deployment, refresh, decommissioning.
• Maintain Windows build standards, GPOs, and configuration baselines.
• Conduct QBRs/MBRs with MSPs and hardware vendors.
• Ensure compliance with FFIEC, SOX, and internal audit requirements.
• Maintain audit documentation and remediation plans.
• Improved patch reliability and configuration compliance through standardized update cycles and automated IGEL firmware governance.
• Strengthened vendor performance through structured metrics and escalation processes.
• Enhanced communication between IT and business teams, accelerating issue resolution and improving satisfaction.

IT Support Engineer (Endpoint & Infrastructure) at First Foundation Bank (2018-07 – 2023-01)

Provided advanced support across Windows OS, server infrastructure, and enterprise applications in a regulated environment.

• Supported SCCM, WSUS, and endpoint security platforms to maintain device health and compliance.
• Played a key role in enterprise rollouts including Microsoft Teams and endpoint protection.
• Improved user satisfaction by ~20% through faster response and proactive issue resolution.
• Contributed to enterprise-wide deployment of collaboration and security platforms.

IT Support Analyst at Premier Business Bank (2016-11 – 2018-07)

Delivered enterprise technical support across software, hardware, and network environments.

• Reduced ticket resolution time by 25% through improved triage and workflow optimization.
• Enhanced backup protocols, improving system reliability and data protection.

Certificate in Computer Technician – New Horizons Computer Learning Centers

Business Administration – California State University, Los Angeles

Associate of Arts – East Los Angeles College