MIGUEL HERNANDEZ GONZALEZ
Nashville,TN
Overview
4
4
years of professional experience
Work History
Franchise Technology Specialist II
Servpro Industries
Gallatin, TN
03.2026 - Current
- Partner with the franchise community and internal stakeholders to develop software business requirements for new software integrations or updates to existing software.
- Identify, direct, and assist with the creation of resources associated with SERVPRO technology.
- Partner with the Information Technology team to coordinate and conduct User Acceptance Testing (UAT) to ensure software updates fulfill the needs of the business.
- Work with the Information Technology team to establish pilot test schedules; identify franchise participants for pilot; provide software feedback to the proper stakeholders.
- Function as a subject matter expert representing the technology and process needs of the franchise community while attending project planning/update meetings.
- Communicate all franchise technology support resources to key stakeholders to ensure franchises have access to knowledgeable support.
Product Support Analyst
Servpro Industries
Gallatin, TN
05.2022 - 03.2026
- Managed ticketing system to document support calls, ensuring timely responses and escalating system bugs to development team.
- Managed the level three support ticketing queue to ensure escalated issues are being addressed in a timely fashion.
- Provided front-line technical support to simplify and enhance customer experience.
- Assisted in identifying and analyzing most reported issues to improve support processes.
- Covered incoming help desk calls when calling volume and wait times are at critical levels.
- Assisted in pre- and post-production application releases
- Provided technical assistance in New Franchise Technology classes to enhance participant experience.
Education
BBA - Information Systems, Minor in Computer Science
Loyola University Maryland
Baltimore, MD05-2020
Skills
- Languages: English, Spanish & Italian
- Applications: Microsoft Suite, Tableau, Jira, Workcenter, DBMX, Xactimate, Xactanalysis, & Cotality (Mitigate, DASH, Claims Estimate)
- CS Programming Languages: SQL, Python, Java, JavaScript
Affiliations
HQ Community Alliance
Servpro Industries, Member (IT Representative)
- We work towards creating an inclusive environment where our teammates thrive and grow in their careers, starting with the recruitment process, and following throughout their time with SERVPRO
- Improving communication throughout HQ and franchises on our current state and growth as affected from our initiatives.
Timeline
Franchise Technology Specialist II
Servpro Industries
03.2026 - Current
Product Support Analyst
Servpro Industries
05.2022 - 03.2026
BBA - Information Systems, Minor in Computer Science
Loyola University Maryland