Emmanuel Hernandez Fernandez
Palm Bay,FL
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
15
15
years of professional experience
Work History
Technical Support Analyst
Element Logic
03.2022 - Current
- Provided technical support for software and hardware issues, enhancing user experience and satisfaction.
- Diagnosed and resolved complex technical problems using remote support tools to ensure efficient service delivery.
- Developed and maintained documentation for troubleshooting procedures, improving team knowledge base and resource accessibility.
- Collaborated with cross-functional teams to implement system upgrades, ensuring minimal disruption and seamless transitions.
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Provided on-site support to systems ranging from Legacy to AutoStore.
Manager
Tata's Kitchen & Juice Bar
11.2021 - 03.2022
- Effectively controlled budgets and optimized expenses.
- Answered all customer queries with friendliness and expertise.
- Led recruitment efforts and training of new employees.
- Evaluated and improved operations and financial outlooks.
- Successfully handled visual merchandising, and worked to promote company vision.
Relationship Manager
Bank of America
07.2012 - 01.2021
- Responsible for offering and providing financial knowledge and services (i.e. Credit Cards, CDs, Loans) to both consumer and small business customers.
- Meet and exceed quarterly sales goals.
- Routinely work with customers and small business clients, to build and deepen relationships by uncovering financial needs, and recommending the best products, services and solutions to meet those needs.
- Help to create an excellent customer experience. Reach out to customers on proactive calls to check on their financial well being.
- Reach out to more than 30 customers per week on routine sales calls.
- Proactively manage risk in every business, product, and service transaction leveraging the Risk Framework.
- Monitored sales and feedback from customers.
- Continually researched new business opportunities in the market.
- Answered customer queries and concerns to the best of my ability.
Teller
Chase Bank
03.2011 - 07.2012
- Provide our customers with a great service experience.
- Perform various aspects of depositor services.
- Increase deposit growth and production by cross selling products and services including New Accounts, Investments and Mortgage Lending products.
- Worked to ensure a positive and hassle-free customer experience.
Education
Bachelor of Computer Science - Cyber Security
UCF
Orlando05-2028
AS - undefined
Brevard Community College
Palm Bay01-2009
High School Diploma - undefined
Palm Bay High School
Melbourne03-2006
Skills
- Fast Learner
- Customer Service
- Communication Skills
- Ability to Work in a Team
- Ability to Work Under Pressure
- Good Communication
- Objective Setting and Benchmarking
- Remote technical support
- Data analysis
- Customer support
- Microsoft SQL
- Reliability
- Critical thinking
- Database monitoring
- SQL server analysis services
LANGUAGES
Spanish; Native speaker
Castilian
Timeline
Technical Support Analyst
Element Logic
03.2022 - Current
Manager
Tata's Kitchen & Juice Bar
11.2021 - 03.2022
Relationship Manager
Bank of America
07.2012 - 01.2021
Teller
Chase Bank
03.2011 - 07.2012
AS - undefined
Brevard Community College
High School Diploma - undefined
Palm Bay High School
Bachelor of Computer Science - Cyber Security
UCF