Ian Hernandez
Orangevale
Summary
Diligent technical support specialist with extensive experience in managing and resolving technical issues efficiently. Successfully led support teams in delivering high-quality service and improving customer satisfaction. Demonstrated exceptional problem-solving skills and strong technical knowledge in various support environments.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Field System Engineer
Spire Health
01.2024 - 06.2024
- Enhanced system performance by troubleshooting and resolving hardware and software issues.
- Analyzed feedback reported within Technical Support interactions to track issues and trends, which was then reported to QA and Product teams.
- Documented and updated processes and procedures in Confluence while updating associated Standard Operating Procedures and Work Instructions.
- Created SQL queries to pull analytical data that could be used to monitor system reliability.
- Performed Failure Analysis on product complaints for the Q/A department as part of the internal CAPA process.
Technical Support Manager
Spire Health
10.2017 - 01.2024
- Managed the daily operations of a fully remote Technical Support Team handling their scheduling, attendance, and workflow management.
- Tracked KPIs and created continuous improvement plans.
- Collaborated with cross-functional teams to identify and resolve systemic product issues.
- Mentored junior support staff, fostering a culture of collaboration and learning within the team.
- Reduced ticket backlog by implementing efficient case management strategies and prioritization techniques.
- Analyzed support trends to identify opportunities for product enhancements or additional training resources.
- Co-managed life cycle replacement of hardware.
Account Manager
Spire Health
06.2019 - 04.2021
- Provided on-site training to new medical partners introducing them to our Remote Patient Monitoring service.
- Responsible for distributing and keeping inventory of our RPM hardware shipped to and returning from medical and clinical research partners.
- Point of contact for patient enrollment, technical issues, and billing.
- Performed in-person enrollment for our RPM service either on-site or at a patient's residence.
Head Of Customer Support
Spire Health
10.2014 - 10.2017
- Oversaw the daily operations of a fully remote Technical Support Team handling their scheduling, attendance, and workflow management.
- Created and maintained internal and customer-facing knowledge bases and product policy pages.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Responsible for training and supervising team members in product knowledge, problem-resolution techniques, and customer service best practices.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
IS&T Analyst
Apple
05.2013 - 06.2014
- Provided technical and network support to Apple employees, contractors and retail stores via email, chat, phone, and ticketing systems.
- Provided Hardware and Software support for Macs and IOS devices.
- Performed Basic IP-based network troubleshooting.
Website Producer
Plexipixel Inc.
08.2006 - 12.2010
- Worked in unison with Microsoft to update and publish content on their Learning Website pages.
- In charge of weekly conference call meetings with Microsoft Project Managers and internal Production Teams to review assigned tasks and projects.
- Tested and implemented new technology, such as social media links, and RSS feeds, to integrate within site pages.
Desktop Support Technician
Denali Advanced Integration
06.2006 - 08.2006
- Provided technical support for Windows-based workstations and MS Office 2000 / 2007 setups.
- Basic network troubleshooting.
- Assisted in the deployment of new hardware and software, ensuring minimal impact on end-users during transitions.
PC Support Specialist
EDS / Statewide Fingerprint Imaging Systems
07.2004 - 06.2006
- Manual verification of welfare recipient fingerprints based on a 12-point matching process.
- Technical support for NT 4.0-based county Dell workstations/ laptops and docking stations along with their peripheral devices that included a camera, printer, and fingerprint scanner.
- Network support for SFIS intranet.
- Daily, weekly, and monthly database backup of SFIS servers (HP UNIX)
Call Center Representative / Computer Operator
EDS / Healthy Families and Medi-Cal Accounts
05.2001 - 07.2004
- Provided phone support assistance directly to program members and Healthcare Providers.
- Assistance with HIPPA 835/837 ANSI X12 data transactions.
- Answered Medi-Cal Volser/medical billing inquiries from Health Care Providers
Consumer Help Desk Support
Play Incorporated
05.2000 - 11.2000
- Provided technical assistance with various consumer-based products, including 3D modeling software, external video-capturing hardware, and a Windows-based Utility Suite.
- Assisting with software installation and updates.
- Call tracking and consumer correspondence.
Education
A.A.S. in Computer Networking -
Heald School of Business And Technology
Roseville, CA06.2001
A.A.S. in Computer Technology -
Heald School of Business And Technology
Roseville, CA12.2000
Skills
- Active Directory
- Analytical Skills
- Android
- Business Goals
- Call Monitoring
- Confluence
- Corrective and Preventive Action
- Customer Experience
- Customer Service
- Customer Support
- Datadog
- Emerging Technologies
- Enzyme
- Escalation Process
- MDM
- Failure Analysis
- Healthcare
- Help Desk
- HIPAA
- Information Technology
- IOS
- JIRA
- Mac
- MDM
- Metabase
- Microsoft Office
- Microsoft Windows
- Network Troubleshooting
- Performance Metrics
- Process Improvement
- Quality Control
- RPM
- Salesforce
- Software Installation
- SQL
- Standard Operating Procedure
- Team Management
- Time Management
- Windows
- Workflow Management
- Work Instructions
- ZenDesk
Certification
- SQL Associate, 09/01/24, 09/01/26, DataCamp
- MCSE NT 4.0, Microsoft
- MCP +Internet, Microsoft
Timeline
Field System Engineer
Spire Health
01.2024 - 06.2024
Account Manager
Spire Health
06.2019 - 04.2021
Technical Support Manager
Spire Health
10.2017 - 01.2024
Head Of Customer Support
Spire Health
10.2014 - 10.2017
IS&T Analyst
Apple
05.2013 - 06.2014
Website Producer
Plexipixel Inc.
08.2006 - 12.2010
Desktop Support Technician
Denali Advanced Integration
06.2006 - 08.2006
PC Support Specialist
EDS / Statewide Fingerprint Imaging Systems
07.2004 - 06.2006
Call Center Representative / Computer Operator
EDS / Healthy Families and Medi-Cal Accounts
05.2001 - 07.2004
Consumer Help Desk Support
Play Incorporated
05.2000 - 11.2000
A.A.S. in Computer Networking -
Heald School of Business And Technology
A.A.S. in Computer Technology -
Heald School of Business And Technology
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