Elio F. Hernandez

Product Support Specialist (Emro) @Trax

Coral Gables, FL, US

As a Product Support Specialist at Trax USA, I work at the intersection of aviation operations and technology, supporting our airline customers and ensuring the successful use of our eMRO software platform.With a background in aviation processes such as Technical Records, Maintenance, Purchasing, Customer Service, and Sales, I bring hands-on expertise to help clients navigate and optimize our solutions. My role involves resolving complex technical issues, delivering personalized training, and acting as a key liaison between our customers and internal teams including Programming, QA, Technical Writing, and Development.In this role, I provide front-line support for airline customers by handling help desk inquiries and troubleshooting software issues. I collaborate with cross-functional teams to resolve technical problems and document system improvements. I conduct remote and on-site training sessions for new and existing users of the eMRO platform. I participate in software testing and quality assurance processes to ensure accurate functionality. I assist in customer implementations and configuration projects as part of our product rollouts. I also maintain strong relationships with clients through ongoing support and proactive communication.I am passionate about improving the efficiency and reliability of aviation operations through innovative software solutions and committed to helping our clients get the most value out of the Trax platform.

Miami Dade College

Associate of Arts - AA