Igor Herrera

Experience

• 

  VAS Venezuela S.A

  Sept 2013 - Jul 2015

  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through final resolution. • Respond to support requests in the IT Helpdesk both in person and via a ticketing system (SIMA).• Troubleshoot hardware and software problems with Windows OS (Win7. Win 10. Server 2008 R2. Server 2012 R2) SQL, products including desktop/laptop and server.• Receive & Respond to incoming calls, pages, and/or e-mails regarding desktop problems.• Manage MS Office Suite, Exchange mail service with user’s configuration and active directory.• Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.• Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment. Show less

  • IT System Analyst

    Jan 2014 - Jul 2015

  • IT Intern

    Sept 2013 - Jan 2014
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  Representaciones Ayala Jordan, C.A.

  Jul 2016 - Mar 2018

  IT Support Specialist

  • Perform stellar technical support that keeps our employees functioning optimally. • Serve as site SME in performing advanced troubleshooting to client and home-network. • Responsible for site IT initiatives and roll-outs of new products and services. • Assist in the development of technical support processes and practices. • Assist in architecting new solutions to improve efficiency, promote productivity and automate day to day operations. • Integrate with the rest of the team to deliver on goals and projects to improve company and departmental performance.• Work closely with clients, business analysts and team members to understand the business requirements that drive the analysis and design of quality technical solutions.• Contribute to network reliability and administration continuous improvement plan.• Manage Level 3 Operations Incidents & Problems. Show less

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  Gold Data

  Mar 2018 - Apr 2024

  • Collaborated with international ISP carriers to resolve network-related issues.• Provided efficient customer service support.• Utilized advanced knowledge of ticketing systems and monitoring tools.• Proficient at troubleshooting LAN, VLAN, WLAN, NAT devices, and DHCP servers, one Ciena, Mikrotik,Arista device.• Experienced at using tools and technologies such as SolarWinds and PRTG.• Deep understanding of TCP/IP protocol suite, including TCP, STP, ARP, Ethernet, OSPF, and IP Management.• Maintained and updated network documentation to new standards.• Worked closely with engineering and operations teams to troubleshoot and resolve critical, escalated issues. Show less

  • Incident Management Specialist Team Leader

    Dec 2021 - Apr 2024

  • Incident Management Analyst

    Jan 2020 - Dec 2021

  • Customer Service Consultant

    Mar 2018 - Jan 2020
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  Orchest Technologies

  Aug 2024 - now

  Senior NOC