Steven Hernandez

Experience

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  Northeastern Illinois University

  Jan 2015 - Dec 2018

  Research Assistant – Psychology Department

  Educational Psychology Research Assistant • Operationalized departmental research related to engagement and mirroring as a method for improving grades, learning/comprehension skills, and focus level.• Developed curriculum as a Peer-Leader that held 20 + person weekly tutoring sessions covering statistics, research methods, and SPSS tutorials.• Conducted multivariate statistical analysis using R and SPSS on data to find significant findings with engagement within the classroom. • Managed research laboratory activities including supply stocking, room organization, participant documentation, weekly project management check ins, researcher task delegation, and establishment of standard operating procedures.• Designed a standardized index resource to better aid researchers understand operational variables, examples of those variables, and frequently used terms.• Taught standardized process for coding features of video recordings and ensured researcher rating consistency using interrater statistics. • Oversaw all video and audio recordings (Adobe Captivate) of 10 classrooms and 100 + subjects over multiple semesters, while safeguarding the confidentiality of subjects, as necessary.• Presented research at NEIU Symposiums and national conferences (SACNAS & MPA). Show less

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  Perkolator Cafe

  Sept 2015 - Mar 2021

  Human Resources Associate & Front-of-House Manager

  Human Resources Associate• Developed new company guidelines, policies, and training videos to streamline on-boarding process.• Assisted in the recruitment process by identifying potential candidates, conducted reference checks, and issued employment contracts. • Delegated training shifts in each department ensuring effective cross-training for new hires. Front-of-House Manager• Verified Food Handlers Certifications were up to date among all staff to ensure Perkolator complied with health and safety regulations.• Developed and implemented team building exercises to improve customer satisfaction and sales performance. Show less

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  FreeWheel

  Sept 2021 - now

  Support Engineer

  • Acts as primary point of contact for troubleshooting, and actively drive issues toward resolution.• Responsible for answering all inbound inquiries via telephone, internet-based chat sessions, email or through steward ticketing system; Sales Force (SFDC).• Consistently exercises best judgment and discretion in matters that may have financial impact to the client’s business.• Coordinates and acts as liaison between client and internal departments ensuring clients’ needs are met.• Manages day-to-day issues or concerns for priority clients.• Develop product expertise across assigned software products.• Work directly with third party vendors as needed in the troubleshooting process.• Create departmental documentation such as run books, knowledge articles.• Champion proper customer relationship management (CRM) tool use for issue ticketing; model best practices and procedures for ticket creation, entry and follow up ensuring maintenance of accurate and thorough client support records. Show less