Summary
Overview
Work History
Education
Skills
Language
Military Service
Timeline
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Russay Hernandez

Russay Hernandez

McAllen

Summary

Experienced IT professional with a strong background in technical support, system integration, and software troubleshooting across Windows, iOS, and Linux platforms. Skilled in improving user experience, resolving complex issues, and collaborating across teams. Proficient in Adobe Creative Suite with additional expertise in UX and graphic design.

Overview

20
20
years of professional experience

Work History

Key Account Support Engineer

Entrata
05.2022 - Current
  • Liaison between Entrata and key clients to ensure platform functionality and satisfaction.
  • Troubleshoot integration issues with internal teams and clients like Greystar.
  • Perform root cause analysis, testing, and coordinate build rollouts to prevent disruptions.
  • Translate user feedback into solutions that improve usability and reduce support needs.
  • Ensure clear, proactive communication across teams for smooth implementation.

Access Tier 1 Technician

Fusion Connect
06.2021 - 05.2022
  • Diagnosed and resolved circuit/connectivity issues to reduce downtime.
  • Coordinated with vendors and engineers for hardware and network repairs.
  • Delivered timely, high-quality support in a fast-paced environment.

T2 Mac+ Senior Advisor

AppleCare
01.2017 - 03.2021
  • Supported advisors with complex AppleCare and Apple software issues.
  • Handled escalations, ensured quick resolutions, and mentored team members.

United States Marine

U.S. Marine Corps
01.2006 - 01.2012
  • Provided security, leadership, and operational support in high-stress environments.
  • Recognized for service, communication, and crisis management skills.

Education

BACHELOR'S - DESIGN AND DEVELOPMENT

Full Sail University
Orlando, FL
08.2025

HIGH SCHOOL DIPLOMA - undefined

Celebration HS
Celebration, FL
01.2004

Skills

  • Bilingual communication skills
  • Technical support expertise
  • OS troubleshooting (Windows, iOS)
  • Network & DNS support
  • HTML/CSS/JavaScript/PHP
  • MySQL, SQL, Java
  • Adobe Creative Suite
  • UX/UI design skills
  • Team leadership & mentoring
  • Salesforce & Yardi experience
  • Remote support
  • Troubleshooting skills

Language

English - Fluent
Spanish - Fluent

Military Service

  • Branch: United States Marine Corps
  • Service Country: United States
  • Rank: E4
  • April 2006 to July 2012

Timeline

Key Account Support Engineer

Entrata
05.2022 - Current

Access Tier 1 Technician

Fusion Connect
06.2021 - 05.2022

T2 Mac+ Senior Advisor

AppleCare
01.2017 - 03.2021

United States Marine

U.S. Marine Corps
01.2006 - 01.2012

HIGH SCHOOL DIPLOMA - undefined

Celebration HS

BACHELOR'S - DESIGN AND DEVELOPMENT

Full Sail University

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