Technical Support Engineer

Allan L. Herrera

Orem, Utah

phone: 385-***-**** adc0i2@r.postjobfree.com www.linkedin.com/in/allan-herrera

Professional Summary

Highly effective Information Technology Professional with extensive multi-industry experience with exceptional expertise in Corporate and Enterprise level IT operations. Skilled, reliable and dependable team partner, leader, mentor & trainer, who thrives in a fast paced, diverse and demanding environment and always achieves stretch business goals and deadlines.

•Exceptional organizational skills, technical training, and professional certifications to seamlessly transition between different tasks and programs.

•"Outside-the-Box" thinker and problem solver who exceeds customer expectations consistently.

•Certifications include: LPIC/CompTia Linux + 101 Trained/Certified (MATC – Spanish Fork Utah); CompTia A+ Remote Technician Certified; Dell Level 2 Technician Certified; Dell Total Solutions Certified; First Aid Certified; Great Life Foundation Part 1,2, and 3 trained (Class 276)

Core Strengths / Expertise

•Corporate & Enterprise Level IT Operations

•Skilled Partner, Leader, Mentor & Trainer

•Database Management

•“Outside-the-Box” Thinker/Problem Solver

•Wi-Fi/Wired Networking Support

•Fluency in Spanish & English

•Malware/Adware Identification & Removal

•Scripting, 70 WPM, 10 Key

•Log Review & Analysis

•Linux (All versions and distributions)

•Mac OS X All Versions (iPad, iPhone, etc.)

•SQL, MS Office & Windows (All Versions)

Professional Experience

MOZY, Acquired in 2019 By Carbonite, Salt Lake City Metropolitan Area, Utah 2014 – 2020 Technical Support Engineer I/II (2017-2020)

•Provide L1 and L2 Support for MozyHome, MozyPro, Mozy Sync, and Mozy Enterprise product lines: Supported basic and advanced users; performed troubleshooting and resolved all Mozy related issues. Billing, escalations, and Support; collaborate across different departments to ensure complete resolution when necessary.

•Full Case Ownership: Followed up with customers via phone, email, or chat as necessary to troubleshoot and confirm resolutions; created and maintained KB articles; assisted fellow L1s when complicated issues arose; utilized the JIRA ticketing system to submit, track, and resolve Support issues, bugs, and enhancement requests; assisted with how-to and functionality Support; performed log analysis and solution deployment.

•Provided bilingual Spanish language Support and collaborated with Sales to assist with new Partner on-boarding.

Mozy Support L1 (2014-2017)

Contractor Position Through Genuine Recruiting/Advantage

•Provided L1 Support for MozyHome, MozyPro, Mozy Sync, and Mozy Enterprise product lines: supported basic and advanced users; performed troubleshooting and resolved all Mozy related issues; supported billing, escalations, and Support; collaborated across different departments to ensure complete resolution.

•Full Case Ownership: Followed up with customers via phone, email, or chat as necessary to troubleshoot and confirm resolutions; created and maintained KB articles; assisted fellow L1s when complicated issues arose; utilized the JIRA ticketing system to submit, track, and resolve Support issues, bugs, and enhancement requests; assist with how-to and functionality Support; performed log analysis and solution deployment.

•Provided bilingual Spanish language support and collaborated with Sales to assist with new Partner onboarding.

•Linux Subject Matter Expert: Supported all technical issues related to the Mozy Linux client; created and reviewed Mozy Linux KB articles; collaborated with the Linux SME group for establishing best practices and guidelines for resolving all newly uncovered issues with the Linux client; provided training and support for fellow L1s who were novice Linux users so they could become proficient with resolving Mozy Linux issues; resolve Mozy Linux backup client Support escalations; assisted with how-to and functionality Support; performed log analysis and solution deployment; assisted L2 technicians with advance Linux troubleshooting; and provided Linux backup client functionality testing with L3 collaboration.

•Mozy Sync Subject Matter Expert: Supported all technical support issues related to the Mozy Sync application; assisted with how-to and functionality Support; performed log analysis and solution deployment.

•Mozy Community Forum Moderator and Blogger: Maintained and moderated new community content; responded to support inquiry escalations; provided content creation; and logged posts ranging from disaster recovery to Linux backup client and configuration deployment.

PEOPLE, INC., Salt Lake City Metropolitan Area, Utah March 2014 – July 2014

Plumchoice (General IT Support) Cox Cable

Tier 2 Support

•Tier 2 Technical Support Team Member: Provided top tier technical support, sales and customer care for consumer and small/medium business internet and Remote PC Technical Support; minimized down time and resolving issues the first time; provided remote technical support resolving all issues dealing with malware/adware, software, hardware and home networking; kept accurate logs of all maintenance and troubleshooting tasks performed remotely or over the phone.

•Established and maintained a Virtual Desktop to connection via Citrix to perform job duties. The same technology was used to provide customer with excellent remote technical support.

•Successfully removed all manner of malware/adware and PC performance optimization.

•Provided Windows event viewer and log review; identified and resolved network issues on wired and wireless networks.

RIMPORTS, Salt Lake City Metropolitan Area, Utah September 2012 – January 2014

Machine & Production Operation Supervisor

•Operated and provided troubleshooting for multi-million dollar industrial computerized machinery.

•Supervised all aspects of manufacturing for the machine from initial production to quality assurance.

•Collaborated in a team environment yielding consistent and accurate results: identified issues quickly and accurately; minimized down time and resolving issues the first time; kept accurate logs of all maintenance and troubleshooting tasks performed daily.

DIALOGUE MARKETING, Salt Lake City Metropolitan Area, Utah September 2011 – June 2012

Great Call Support L1

Received and resolved inbound customer service and Tier 1 technical support calls for Great Call; create new accounts and provide sales and customer retention support; supported customer's in troubleshooting issues with their cell phones; supported customers of all skill levels.

R & R WINDOWS, Salt Lake City Metropolitan Area, Utah June 2010 – August 2011

Systems Operator

•Continually monitored products to assure that they were meeting quality standards; entered the information into a daily data sheet.

•Customer Service: Maintained a positive attitude with all customers to handle any aspect or purchasing and implementation.

•Communications: Sold to a wider variety of individuals as a bi-lingual representative.

•Shipping/Receiving - Prepared all products to be installed for clients; ran daily reports on the inventory of items being sold and installed; repaired and performed preventative maintenance on all systems; opened and closed maintenance work orders; advised staff on operations of computer systems and training on usage; analyzed software to fit appropriately to the functions needed for the specific company and daily usage.

BUY LOW MARKET, Salt Lake City Metropolitan Area, Utah June 2008 – May 2010

Floor Supervisor

•Environmental Care: Ensured that the environment was a comfortable place for employees as well as customers; kept the environment clean and at the highest standards; performed daily up-keep of the facility; loaded and unloaded products off the trucks daily and checked to make sure no products have been damaged on the way to the store; guided each employee in the right direction to help them overcome any issues they have in the work environment.

•Product Placement: Reviewed the layout of store environment and move products around so that the environment was open and appealing to the customers; helped with any area that was behind schedule to catch up and get the product in on time; installed and developed computer programs to help track routine shipments efficiently; performed inventory counts by scanning, labeling and counting each case as it get unloaded; and conducted constant updates of computer programs for inventory and employee schedules.

TELEPERFORMANCE USA, Salt Lake City Metropolitan Area, Utah October 2005 – April 2008

Dell Small/Medium Business Tier 2 Support

•Technical Support Team Member: Provided top tier technical support, sales and customer care for product line customers; troubleshot technical issues and provided step by step phone instructions to solve problems technical issues; ensured prompt delivery of parts as well as projected delivery dates with shipping carriers such as UPS and FedEx.

•Implemented the MSCRM client relations management system for our sales team and a web- based field service network to support our services worldwide; provided corporate intelligence about company products and services; maintained and repaired computers and computer programs so that each individual could continue to work successfully throughout their work schedule; Performed troubleshooting of technical issues and resolved them in a timely manner; and trained technical support team on how to troubleshoot and resolve computer viruses and programs.

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