Salvador Hernandez
Mesquite,TX
Summary
Versatile Support Agent skillful in troubleshooting with top-notch repair knowledge and technical expertise. Accustomed to reviewing highly technical documentation to assess scope and develop repair strategy. Focused, reliable and results-driven with good safety records and attention to detail.
Overview
13
13
years of professional experience
Work History
Commercial Support Associate
Peloton
Plano, Texas
03.2024 - Current
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Ensured successful activation of hardware at Commercial properties.
- Assisted with pilot program that became "Member Not at Home". Focused on ensuring accountability between delivery partners.
- Documented customer interactions in detail within the Salesforce system, ensuring comprehensive records were maintained for future reference.
- Used legacy and a new generation ticketing systems to manage and process support actions and requests. Completed 545 cases in 3 months.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department. Reported shortcomings in SOP.
- Diagnosed and troubleshot hardware, software and network issues. Advised on best practices for longevity.
- Created user accounts and assigned permissions. Modified workout histories to address discrepancies.
- Maintained Quality Assessment scores an average of
Member Support Associate
Peloton
10.2020 - 03.2024
- Demonstrated computer skills for data entry and answered broad variety of inquiries.
- Gathered, organized and input data into Zendesk & Salesforce.
- Monitored employee and customer interactions to assess quality of service.
- Answered questions regarding seller inventory, shipping, payments and buyer complaints.
- Adhered to quality and time-sensitive call center metrics when answering inbound phone and chat correspondence.
- Ensured Members received reliable support across all Peloton-related platforms and devices.
- Routinely assisted other Agents in troubleshooting, advice and ticket movement.
- Encouraged Member involvement with newly released features.
Desktop Support Technician
TEKsystems Inc.
12.2019 - 09.2020
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and company policies.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
SALES ASSOCIATE
Ace Hardware
07.2019 - 12.2019
- Duties include managing the stock and appearance of designated aisles within the store, greet customers and recommend items that are ideal for the customer's needs
- Additionally, assist with the offloading and stocking of store merchandise on a weekly basis
PROFESSIONAL SECURITY OFFICER
Lockheed Martin
04.2018 - 08.2018
- Conduct roving patrol overnight to multiple facilities to ensure secret material is secured
- Respond to alarms and reports rapidly to establish a deterrence and provide safety for night shift employees
- Maintained stamina during long periods of sitting, walking, standing or driving while remaining focused and vigilant
Heavy Vehicle Mechanic
USMC
09.2012 - 09.2016
- Provide preventive & corrective maintenance to various heavy vehicles
- Troubleshoot electrical problems then execute the proper procedure of repair
- Guide and mentor Jr Marines within our MOS to enhance their mechanical skill sets
Education
IT Certifications - Network+, Security+, A+
New Horizons LLC
Fort Worth 2018.03 - 2019.02
Certification - Heavy Vehicle Maintenance
MCCSSS
Camp Johnson 2013.01 - 2013.01
High School Diploma -
Garland High School
Garland, TX 2004.08 - 2008.06
Timeline
Commercial Support Associate
Peloton
03.2024 - Current
Member Support Associate
Peloton
10.2020 - 03.2024
Desktop Support Technician
TEKsystems Inc.
12.2019 - 09.2020
SALES ASSOCIATE
Ace Hardware
07.2019 - 12.2019
PROFESSIONAL SECURITY OFFICER
Lockheed Martin
04.2018 - 08.2018
Heavy Vehicle Mechanic
USMC
09.2012 - 09.2016
IT Certifications - Network+, Security+, A+
New Horizons LLC
2018.03 - 2019.02
Certification - Heavy Vehicle Maintenance
MCCSSS
2013.01 - 2013.01
High School Diploma -
Garland High School
2004.08 - 2008.06
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