Raymond Hernandez Ho Email & Phone Number

New York, Ny, Us

New York, New York, United States

New York,Ny

Investigate incidents caused by malicious activities, and identify false positivesDeployed and maintained all aspects of PC/Macs/ iPads for multiple large companies including but not limited to MDM, Mosyle, Jamf, Remote support, deployment, onboarding & offboarding end usersResolved numerous tickets ranging from software to hardware support through remote support and moreProvided troubleshooting support to end users to both software like Autocad, Google apps, Microsoft office, Adobe and hardware both Mac and PCGoogle workspace account creation, approval, routing, blocking, drive management, etc…Microsoft admin account creation, license delegation, etc….On site networking, troubleshooting, office creation and breakdown

New York City Metropolitan Area

-Track record of influencing and gaining the support of others through skilled use of diplomacy and tact.-Delegated and distributed assignment and decisions appropriately based on velocity and competence. -Oversaw skills validation of team members and provided actionable feedback.-Created and curated specialized training to address concerns based on negative customer feedback or Key Performance Indicators.-Troubleshoot MacOS, iOS, and other software related complications for Consumer accounts, Business Accounts, and POS symptoms.-Ensured teams compliance with policies and procedures by maintaining a deep understanding of all retail business programs and offerings.-Interpreted data to create weekly reports for team Managers to ensure accountability and improve metrics.-Utilized CRM, a Customer Relationship Management tool, to follow up on business leads, contacts, and inquiries, revenue, and generated solutions.

New York City Metropolitan Area

-Led an international team of logistics and investigation support specialists.-Conveyed clear performance expectations and followed up consistently. -Monitored progress by maintaining an opening dialogue on work, expectations, and results.-Provided appropriate guidance and direction based on individuals capabilities and competencies.-Assessed data and trends to schedule team based on the volume of anticipated inbound interactions.-Facilitated weekly trainings across multiple teams to encourage networking connections, foster career driven aspirations, and to help bridge knowledge gaps.-Helped deploy and train a team of over 800 remote customer service agents during the Covid-19 epidemic to meet our customers’ where they were at.

New York City Metropolitan Area

-Created a positive and motivating work environment during peak holiday season to maximize morale and create a powerful culture.-Resolved escalated customer concerns through a direct solve or appropriate hand-off to respective parties.-Used interpersonal savvy to understand what motivated different sub-sets of people to maximize their skills.-Audited and adjusted pre-approved schedule daily to proactively address potential concerns before they arise.-Provided actionable feedback and recognition to help foster a culture of development and accountability.

New York City Metropolitan Area

-Delivered exceptional customer service by tailoring a unique solution based on each individuals needs.-Set up consumer and business devices by creating, retrieving, and exchanging data and information. -Drove brand loyalty by providing excellent customer service and offering every service that suited the customers current or potential needs.-Troubleshooted iOS, iPadOS, and MacOS problems and faults to uncover why systems and softwares are not working as intended and solved the root issue.

New York City Metropolitan Area

-Created meaningful relationships with clients by empowering a lifestyle that maximized both personal and professional performance. -Created and maintained working relationships with clients by utilizing goal setting to create a disciplined approach toward success.-Refined my approach to programming training regimens by utilizing undulating workout routines reinforced by an in depth knowledge of detailed sciences and muscular pathologies. -Build modulated exercise programs that helped bolster customer satisfaction ratings for clients by providing a professional dedicated service.

New York City Metropolitan Area

-Created a positive work culture to generate an enthusiastic team that was motivated to meet and exceed goals and customer satisfaction. -Trained & hired employees in sales, product knowledge, and operational frameworks.-Opened, closed, and operated a retail facility and all retail procedures including but not limited to cash handling, maintaining inventory accuracy, and deposits.-Responsible for ordering merchandise and supplies to maintaining appropriate inventory levels based on consumer and market trends.-Maneuvered through school as a full-time student while maintaining a top 10 GNC store in the most competitive GNC market in the world.

Education record

Education record

High School Diploma, Science, 9-12

Education record