Giovanni Hernandez
El Paso,TX
Summary
Experienced computer technician with expertise in hardware installation and customer service at uBreakiFix. Skilled in diagnosing complex issues and implementing solutions to enhance system performance. Recognized for problem-solving abilities and fostering customer loyalty through exceptional service.
Competent professional skilled in resolving issues related to computer systems, mobile devices, and peripheral equipment. Knowledgeable in security standards and usability optimization. Demonstrates ability to troubleshoot and resolve concerns independently, ensuring efficient user support.
Strong problem-solving abilities combined with excellent communication skills. Committed to contributing to team success and achieving positive outcomes. Eager to embrace new challenges and support organizational goals with dedication.
Technical support representative with expertise in delivering clear guidance and actionable solutions to clients. Enhances customer interactions and contributes to engineering initiatives for supported products. Proven ability to simplify complex technical information for diverse audiences.
Overview
8
8
years of professional experience
Work History
Technical Support Analyst
DataXPort for TXDOT
08.2025 - Current
- Facilitated comprehensive software installation support, including troubleshooting and uninstallation if necessary
- Maintained system integrity through prompt resolution of hardware, software, and network issues.
- Streamlined user support through efficient management of password resets and authentication processes.
- Facilitated identification and resolution of phone issues associated with various software and hardware components
- delivered solutions to diverse helpdesk support inquiries
- Established and upheld uniform data collection protocols and standards across multiple databases and projects.
- eliminated malware, ransomware, and other threats from laptops and desktop systems.
- Analyzed and pinpointed solutions to technical challenges.
- Set up and evaluated new software and hardware.
- Evaluated system performance to pinpoint potential issues.
- Identified and resolved hardware, software, and network issues.
- Implemented, optimized, and sustained computer systems and network connections.
- Evaluated new software and hardware prior to deployment.
- Compiled reports to monitor performance and evaluate trends.
- Installed hardware devices and software to establish efficient work stations for employees.
- Set up and optimized operating systems and applications.
- Addressed customer inquiries and delivered technical assistance via phone and other methods of communication
- Established user accounts and allocated permissions.
Computer Technician
UBreakiFix
12.2024 - 12.2025
- Diagnosed and efficiently resolved hardware and software issues for optimal performance.
- Configured network settings to meet specific customer requirements.
- Installed, configured, and maintained computer hardware, software, networks, and peripherals.
- Repaired malfunctioning laptops by replacing components such as motherboards and hard drives.
- Conducted regular maintenance checks to proactively identify potential issues.
- Managed multiple tasks effectively while adhering to strict deadlines.
- Upgraded computers with new hardware components, including processors and RAM.
- Built custom PCs tailored to customer specifications using various manufacturer components.
Equipment Inspector
PAM Transport
01.2023 - 12.2024
- Produced official reports summarizing inspection findings to meet regulatory standards.
- Inspected, tested, and measured materials for compliance with specifications and regulations.
- Calibrated products to align with design and operational specifications.
- Assisted inspectors in troubleshooting issues with malfunctioning parts or components.
- Ensured strict adherence to safety protocols during equipment inspections.
- Matched incoming materials with purchase orders, submitting discrepancy forms as needed.
- Recommended corrective actions based on test results to enhance operational efficiency.
Loyalty Specialist
Alorica
01.2019 - 06.2022
- Monitored customer loyalty programs to maximize performance and retention rates.
- Analyzed customer feedback data to identify improvement opportunities in products and services.
- Resolved customer issues promptly while maintaining professionalism and positive demeanor.
- Developed strategies to encourage repeat business from loyal customers.
- Tracked performance metrics daily, weekly, monthly, and quarterly for loyalty programs.
- Provided personalized customer service to enhance satisfaction and address concerns.
- Identified process improvement opportunities within existing loyalty program frameworks.
- Regularly attended training sessions to remain informed on industry standards and practices.
11C Infantry Motormen
US Army
11.2017 - 12.2019
- Ensured compliance with laws, policies, and regulations during operations.
- Conducted inspections to maintain equipment functionality.
- Responded promptly to routine and critical incidents and emergencies.
Education
High School Diploma -
06.2019
Skills
network diagnostics
Hardware setup
software setup
Client support
Collaborative teamwork
data interpretation
Analytical thinking
IT support
System upgrades
Technical support
networking skills
Inventory control
System analysis
Analytical skills
Technical issue analysis
Remote technical support
Ticketing systems
Operating systems
System diagnostics
Customer support
Remote support
Troubleshooting and Diagnostics
Network administration
Application installations
Application support
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Education and Training
other,true,other
Timeline
Technical Support Analyst - DataXPort for TXDOT
08.2025 - Current
Computer Technician - UBreakiFix
12.2024 - 12.2025
Equipment Inspector - PAM Transport
01.2023 - 12.2024
Loyalty Specialist - Alorica
01.2019 - 06.2022
11C Infantry Motormen - US Army
11.2017 - 12.2019
Austin High School - High School Diploma,