Summary
Overview
Work History
Skills
Timeline
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Bernardo Hernandez

Bernardo Hernandez

Las Vegas

Summary

In my professional journey I have built extensive experience in providing technical support and troubleshooting for Apple products and services. Actively seeking to leverage expertise in customer service, problem-solving, and data analysis to excel in a fast-paced environment while contributing to the growth of Apple.

Overview

7
7
years of professional experience

Work History

Technical Expert

Apple Retail
01.2018 - Current
  • In my role as a Technical Expert, I provide technical support and skilled troubleshooting for a range of iOS devices including Apple TV, Apple Watch, Beats, and AirPods, along with other iOS-enabled devices. I make sure to empathize with customers, breaking down technical issues into understandable terms to maintain a positive customer experience. Balancing priorities is crucial to achieving both individual and team productivity and performance goals. This ensures timely support for all customers. I diligently capture and validate pertinent customer details, recording all transactions meticulously to maintain service and inventory part accuracy. Additionally, I continuously develop my product knowledge, researching required information using available tools and resources to enhance customer support. My goal is to foster an inclusive environment by respecting differences and demonstrating inclusivity in all interactions.

Lead Slot Technician

Century Gaming Technologies
01.2019 - 06.2021
  • In my role as a slot technician, I possess proficiency in repairing and maintaining mechanical components of slot machines, such as reels, levers, and coin mechanisms. I also have a solid understanding of electrical systems and circuits, including wiring, voltage, and current. Interacting with casino patrons in a professional and courteous manner to address their concerns and inquiries regarding slot machines. Additionally, I have the capability to analyze data and performance metrics to optimize the operation of slot machines, ultimately enhancing the overall customer experience.

Skills

  • Proficient in macOS, watchOS, and iOS Operating Systems
  • Basic understanding of Wireless and Cellular Technologies
  • Demonstrates an independent and proactive work ethic
  • Excellent verbal and interpersonal communication skills
  • Technologically savvy with a deep understanding of Education Theory and Adult Learning Principles
  • Experienced in Curriculum Management, Learning Modalities, and Technology Integration
  • Proficient in Keynote and Learning Management Systems
  • Skilled in Instructional Design and Presentation Skills
  • Capable of conducting Needs Analysis and developing Competency Architecture
  • Effective in managing complexity and taking action to drive results
  • Collaborative and adaptable, with a nimble learning approach
  • Demonstrates situational adaptability and leadership qualities
  • Embraces a leadership palette focusing on simplification, moment sensing, flexibility in problem-solving, and curiosity

Timeline

Lead Slot Technician

Century Gaming Technologies
01.2019 - 06.2021

Technical Expert

Apple Retail
01.2018 - Current

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Bernardo Hernandez