Jessica Herrera Email & Phone Number

• Mastering the Splashtop software in order to efficiently and effectively diagnose, troubleshoot and identify solutions to promptly resolve customer issues including account setups, MFA configuration/ resets, SSO configuration, network latency, firewall/ security restrictions,or product specific• Researching, diagnosing, troubleshooting, reproduction, and identifying solutions to system issues• Properly escalating unresolved issues to appropriate internal teams while providing clear steps to reproduce along with detailed troubleshooting steps• Documenting technical knowledge in the form of notes, blogs, and KB articles for both internal and external audience• Refer to internal database or external resources to provide accurate tech solutions• Perform customer training and demos• Provide quality assurance on company’s product to test and ensure the product is reliable and efficient • Ensuring proper recording and closure of all issues within our ticket system• Liaise between sales/customer success/product teams and customers to properly address customer problems and feedback• Actively engage in learning new technologies and product updates to improve problem solving capabilities• Monitor the Support queue to ensure tickets are properly processed, coded, and assign

San Jose, California, United States

• Assist Ciena end users in analyzing, inspecting, troubleshooting, and resolving Tier 1 escalated tickets• Ascend to Tier 3 support providing steps taken by Tier 2 when needed to • Provisioned new hires computer (MacOS/ Windows), account creation (username/ password), security groups, access• Host new hire orientation, including computer building, Ciena’s security systems, and overall IT processes• Assisted in managing and maintaining user access, including creating and deleting user accounts and managingpermissions and roles.• Create or edit knowledge base articles to help our Service Desk team resolve incoming tickets, which results in reducing the amount of ticket transferring• Provide IT support for our essential office staff such as maintaining printers, desks, etc.• Manage our IT ticketing queue• Support with problem management by identifying reoccurring incidents and finding potential solutions• Assist with account deactivated/ suspension in Okta admin or Active Directory• Maintain computer home stock equipment for computer refresh, replacement, or loaner • Try out new systems and software• Provide Zscaler VPN technical support• Assist with new virtual machine creation through VMWare Fusion/ Horizon

• Process 210+ new hires for onsite and remote users by ensuring equipment ((Mac, Windows, Linux, Z640, Z6) is provisioned and ready to use on a monthly basis • Utilized Active Directory for new hires accounts, usernames, and passwords• Image 10+ laptops for Tech Refreshes, Like for Likes, Swaps, Replacements, and Loaners weekly• Decom 10+ laptops for reusable hardware tickets or to get ready to disposed of no good laptops• Maintain and manage hardware supplies

• Developed and managed documentation for internal support processes such as Standard Operating Procedures manual, policies, and procedures • Created new and improve existing end user content to support IT self service• Analyze knowledge performance metrics and propose data - driven knowledge base improvement opportunities

• Provide physical security within the CoreSite premises. • Provide day-to-day exceptional customer service and support.• Compose detailed reports and daily activity logs.• Monitor cameras, alarm and access/control systems.• Monitor the building fire alarm system.• Perform other duties as specified in the security procedures manual and/or as directed by Management.• Responsible for monitoring CoreSite’s data center facilities and infrastructure for security alarming events.• Manage building service requests through resolution.• Responsible for notifying customers, management and facility teams of security system alarms and security breaches.• Responsible for managing the loading dock shipping and receiving.

• Identify visitors and ask for appropriate documents.• Guard against theft and maintain security.• Inspect windows and doors to ensure locks are in place and working.• Identify visitors and ask for appropriate documents.• Monitor Cameras & Alarm monitoring system.• Inspect warehouse.

• Ensure that the whole bar area is kept clean and organized at all times• Perform opening and closing duties according to established side-work checklist• Handled and counted money and interacted with customers during transactions• Prepared coffee-based and other beverages on request: severed prepared pastries and other food items• Mark items with correct expiration dates are up to date• Performed all support tasks such as cleaning cases and equipment, and restocking display cases• Involves working with chemicals, heated equipment, steam and at other risk conditions

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