Robert Herrera Email & Phone Number

San Antonio, Texas Metropolitan Area

In my role at ASM Research, I handle over 1,000 cases in Tier 1.5 support, resolving complex issues related to Salesforce functionality, user access, and data management. My efforts have contributed to a consistently high customer satisfaction rating of around 92%, a reflection of my commitment to exceptional user experience.Beyond individual support, I play a critical role in quality assurance by reviewing and auditing help desk tickets to ensure our service level agreements (SLAs) are met. Through detailed case audits, I verify that agents adhere to established processes and maintain professional, clear communication, fostering both compliance and high service standards. My work bridges technical and non-technical needs, optimizes platform use, and helps create a dependable support environment for all Salesforce users.

San Antonio, Texas Metropolitan Area

As a Network Technician with a strong focus on optimizing connectivity and enhancing network security, I am committed to delivering reliable and efficient network performance across multiple restaurant locations. In my role, I manage the installation, configuration, and repair of network equipment, including Cisco routers, switches, and firewalls, ensuring secure and seamless connectivity for over 100 workstations. I proactively maintain the network infrastructure through regular monitoring, updates, patches, and troubleshooting to minimize downtime and enhance system stability. Collaborating with external partners, I implement robust network security protocols that significantly improve data protection across all sites. I also prioritize thorough documentation of network configurations and procedures to support consistent infrastructure management.

At the U.S. Army, I managed network services for 5 units, configuring Cisco firewalls, routers, switches, and servers to support over 500 devices and reduce network downtime. I developed a training program that cut onboarding time by and increased customer satisfaction. I actively monitored network performance, identifying vulnerabilities and implementing security measures to protect sensitive data. Additionally, I conducted regular audits to ensure compliance with military standards and supported the maintenance of Ethernet cabling, fiber optics, and wireless networks. Leading a team, I secured encrypted communications during missions, enhancing data integrity.