Jessica Herrera

Experience

1. Technical Support Engineer

   Splashtop Inc.

   May 2023 — Present

   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

Education

• Year Up United

  Project Management

  2018 — 2019

• University of California, Berkeley

  Cyber Security , Information & Cyber Security Engineering

• San Jose City College

  Business Administration and Management, General

  2015