Summary
Overview
Work History
Education
Skills
Timeline
Generic

Luis Hernandez

Customer Support Engineer
San Jose

Summary

I've worked in customer care and technical support for over 12 years, and gained a wide range of experience in different areas. The list of skills and experience include data entry, bug testing, application support, product management, marketing. Hardware inspection, technical support, web support, performance testing, surveillance installation, and some network engineering experience.

Overview

20
20
years of professional experience
1
1
Language

Work History

Independent Contractor

Uber
01.2023 - Current
  • Picked up passengers at designated locations and transported them to their destinations safely and efficiently.
  • Followed all applicable traffic laws and regulations.
  • Used GPS technology to navigate routes effectively.
  • Maintained a clean and presentable vehicle.
  • Provided excellent customer service and responded to passenger inquiries and requests.

Quality Service Engineer

Meshare/iSmartlarm
11.2014 - 10.2022
  • Collaborated with engineering to help solve any
    bugs related issues for IOS or Android.
  • Closed 60-80 support tickets per day
    and answered 20-30 escalated calls.
  • Coordinated with engineers and managers to discuss and
    resolve product quality issues raised by customers.
  • Responded back to escalated technical support cases.
  • Identified areas for improvement in quality processes and procedures, recommending and implementing changes to enhance quality and efficiency.
  • Provideded ongoing assistance for application users, including troubleshooting problems and resolving issues.

Application Support Consultant

YesVideo Inc
08.2010 - 09.2014
  • Handled escalated calls related to website and application related issues.
  • Managed ticket system for all technical support inquiries.
  • Responded to 50-80 tickets per day.
  • Created new tickets in Salesforce for Shipping, Receiving, Tech Support, and Escalated cases.
  • Diagnosed and resolved technical issues with software applications

Website Administrator/ Data Entry

Dealsofsteel
07.2005 - 05.2009
  • Maintaining product information, promotional adds, and anything website related.
  • Learned great skills with photo manipulation for website layout.
  • Increased sales by adding promotional videos, banners, and promotions for certain products.
  • Provided information by collecting, analyzing, and summarizing data and trends.

Education

Associate of Arts - Sociology

Foothill College
Los Altos, CA
06-2016

Skills

Quality assuranc

Application bug tester iOS

Data Entry

Home network support

Timeline

Independent Contractor

Uber
01.2023 - Current

Quality Service Engineer

Meshare/iSmartlarm
11.2014 - 10.2022

Application Support Consultant

YesVideo Inc
08.2010 - 09.2014

Website Administrator/ Data Entry

Dealsofsteel
07.2005 - 05.2009

Associate of Arts - Sociology

Foothill College

Similar Profiles

CREATE PROFILE
Luis HernandezCustomer Support Engineer