Oscar Herrera
Cleveland
Summary
Accomplished IT professional with extensive experience in Tier 1–2 technical support, IT operations, document management, and high-volume production environments. Expertise in troubleshooting complex hardware and software issues, managing multi-step workflows, mentoring staff, and optimizing enterprise processes. Proven ability to deliver timely, high-quality solutions while collaborating across technical and non-technical teams. Recognized for problem-solving, clear communication, and ownership of projects, with a strong commitment to data confidentiality, operational efficiency, and exceptional user experience.
Overview
21
21
years of professional experience
Work History
Senior IT Support Analyst - Service Desk
SQUIRE PATTON BOGGS (US) LLP
01.2024 - Current
- Provided timely and professional first- and second-level technical support via phone, email, and ticketing system, ensuring rapid resolution of user issues.
- Logged, categorized, prioritized, and managed support requests, escalating complex network or system issues to appropriate teams while maintaining ownership of high-priority tickets.
- Troubleshot advanced issues related to Windows OS, Microsoft 365, VPN/remote access, mobile devices, printers, and desktop hardware, delivering reliable solutions for end users.
- Coached and mentored Level I and II technicians, sharing technical expertise, best practices, and troubleshooting strategies to improve team performance and knowledge retention.
- Developed, documented, and maintained procedures and standard practices, disseminating knowledge across the support team to enhance consistency and efficiency.
- Communicated system outages, incidents, and updates to end users, ensuring transparency and minimizing downtime impact.
- Assisted with software testing, project implementation, and creation/review of end-user documentation to support IT initiatives.
- Maintained confidentiality and managed sensitive information with discretion and professionalism.
- Provided technical support locally and at other office locations as needed, ensuring seamless operations across sites.
- Proactively support the team by adjusting hours and ensuring coverage to meet departmental and client needs.
IT Support Analyst II- Service Desk
SQUIRE PATTON BOGGS (US) LLP
01.2023 - 01.2024
- Received, tracked, and managed support requests via a ticketing system, ensuring each issue was prioritized, documented, and resolved efficiently.
- Provided advanced technical support to users, researching complex issues, troubleshooting, and delivering effective solutions.
- Diagnosed and resolved client problems, guiding users through corrective steps for hardware, software, and IT system issues.
- Delivered prompt, high-quality assistance with information technology systems, both remotely and in person.
- Configured, maintained, and optimized systems, ensuring performance, reliability, and user satisfaction.
- Trained and mentored new personnel in hardware, software, and department procedures, providing guidance and feedback to supervisors.
- Responded to inquiries professionally, offering clear, user-friendly explanations of programs, policies, and services.
- Managed multiple projects simultaneously, maintaining high-quality output and meeting deadlines while ensuring compliance with customer specifications.
IT Support Analyst- Service Desk
SQUIRE PATTON BOGGS (US) LLP
01.2021 - 01.2023
- Received and managed requests via a ticketing system, ensuring each request was accurately tracked, prioritized, and completed on time.
- Provided technical support to users, researching issues, troubleshooting problems, and delivering effective solutions.
- Provide quick and effective assistance with information technology systems.
- Guided clients remotely and in person through systems configuration, troubleshooting, and maintenance.
- Listened attentively to customers’ questions and concerns, offering optimal solutions tailored to their needs.
- Trained new personnel on department procedures, hardware, and software products, providing constructive feedback to supervisors.
- Answered inquiries in a user-friendly manner regarding programs, policies, and services.
- Maintained high performance and quality standards, delivering timely, accurate work while managing multiple projects simultaneously.
- Proactively support the team by adjusting hours and ensuring coverage to meet departmental and client needs.
Secretarial & Document Services Specialist
SQUIRE PATTON BOGGS (US) LLP
01.2019 - 01.2021
- Received and managed requests via a ticketing system, ensuring each request was accurately tracked, prioritized, and completed on time.
- Produced and managed complex legal documents using Microsoft Office Products, Kofax, Best Authority, and other specialized software.
- Made independent decisions on forms, templates, and correspondence while prioritizing tasks to meet overlapping deadlines.
- Collaborated with staff to gather information and ensure timely completion of requests and projects.
- Maintained strict confidentiality of all legal and sensitive materials.
- Assisted with special projects assigned, contributing to process improvements and operational efficiency.
- Trained and mentored new staff and interns, providing guidance on software, procedures, and job responsibilities, and giving constructive feedback to supervisors.
- Responded to inquiries regarding programs, policies, and services in a user-friendly manner.
- Managed multiple priorities simultaneously, consistently delivering high-quality work within deadlines.
- Proactively support the team by adjusting hours and remaining flexible to meet departmental and client needs.
Offices Services Associates Squire Patton Boggs On-Site Contract
WILLIAMS LEA
01.2016 - 01.2019
- Operated high-speed copiers, printers, and scanners to produce client projects in compliance with production SOPs.
- Managed projects and deadlines, ensuring timely completion and adherence to client requirements.
- Prepared and set up digital files for printing, including document preparation for copying and scanning.
- Tracked job totals and billing data accurately to support invoice and financial reporting.
- Collected meter readings and logged results for month-end reports.
- Entered revenue and inventory data for month-end billing processes.
- Performed quality control checks to ensure all projects met client specifications.
- Managed mail processing and delivery, ensuring timely distribution to the appropriate recipients.
Customer Service Associate and Production Staff
CITY BLUEPRINT AND SUPPLY CO.
01.2014 - 01.2016
- Managed digital and physical file processing, including PDF and CAD files received via email, digital media, or in-person from customers.
- Operated advanced printing and finishing equipment, including copiers, printers, scanners, and bindery machines, handling color, wide-format, and engineering prints on HP, KIP, Océ, Canon, and Konica-Minolta systems.
- Advised customers on print solutions, collaborating to determine optimal format, print size, binding/finishing, quantity, and data storage methods.
- Verified billing accuracy and provided detailed invoices, ensuring clarity and transparency for complex printing projects.
Facilities Manager - Atkins North America On-Site Contract
ABC IMAGING
01.2012 - 01.2014
- Oversaw all administrative functions of reprographic operations, including meter readings, time reporting, and equipment maintenance management.
- Managed inventory and supply chain, ensuring seamless availability of materials and cost control.
- Maintained and updated the Facilities Management operations manual, standardizing procedures across multiple locations.
- Trained new employees across Miami, Denver, and Houston facilities on proper procedures, equipment uses, and operational techniques.
- Prepared accurate billing based on customer requirements, labor, and material usage. Ensured equipment reliability through preventive maintenance strategies, collaborating with vendors and technicians for peak performance.
- Performed minor repairs and advanced operator maintenance on Océ, Konica-Minolta, Xerox, and HP equipment to maximize uptime.
- Recommended and implemented new equipment acquisitions, improving productivity, expanding service offerings, and reducing operating costs.
Customer Service Associate and Production Staff, Miami Shop
ABC IMAGING
01.2009 - 01.2012
- Delivered comprehensive printing, bindery, and copying services to clients and walk-in customers.
- Verified billing accuracy at all stages, including pre-work order, pre-billing, and final invoicing.
- Communicated with clients to clarify job specifications, deadlines, and budgets, ensuring expectations were met.
- Managed job workflows from start to finish, tracking progress and closing out completed jobs in the job tracking system.
- Coordinated job scheduling and assignment, explaining job complexities to operators to optimize efficiency.
- Provided production support to meet critical deadlines and maintain smooth operations.
Customer Service Associate and Production Staff, Miami Shop
T-Square Reprographics and Imaging
01.2005 - 01.2009
- Serve as the first point of contact and represent the company with a cheerful, professional, and helpful attitude to create a welcoming client experience.
- Assess project scope, budget, and timeline to provide accurate estimates for large and small format color graphic projects.
- Communicated with clients to clarify job specifications, deadlines, and budgets, ensuring expectations were met.
- Manage customer communications, including answering calls, making calls, and emailing clients to provide updates on order status, invoices, shipping/delivery, delays, and production concerns.
- Review print files for size, color, resolution, and accuracy.
- Provided production support to meet critical deadlines and maintain smooth operations.
- Crosstrain and assist in other departments as needed.
Education
Associate of Applied Science - Information Technology & Networking
DeVry University
Certificate - Networking Essentials
DeVry University
Bachelor's Degree Program - Information Technology & Network, Cloud Based and Virtualization
DeVry University
01.2025
Associate Of Applied Sciences - undefined
Florida Career College
01.2013
Skills
- Additional Strengths and Competencies: Administrative Operations Client Relations & Support Project Management & Scheduling High-Volume Printing & Reprographics Binding & Document Finishing Bilingual Communication (English/Spanish)
Languages
Spanish
Native or Bilingual
Timeline
Senior IT Support Analyst - Service Desk
SQUIRE PATTON BOGGS (US) LLP
01.2024 - Current
IT Support Analyst II- Service Desk
SQUIRE PATTON BOGGS (US) LLP
01.2023 - 01.2024
IT Support Analyst- Service Desk
SQUIRE PATTON BOGGS (US) LLP
01.2021 - 01.2023
Secretarial & Document Services Specialist
SQUIRE PATTON BOGGS (US) LLP
01.2019 - 01.2021
Offices Services Associates Squire Patton Boggs On-Site Contract
WILLIAMS LEA
01.2016 - 01.2019
Customer Service Associate and Production Staff
CITY BLUEPRINT AND SUPPLY CO.
01.2014 - 01.2016
Facilities Manager - Atkins North America On-Site Contract
ABC IMAGING
01.2012 - 01.2014
Customer Service Associate and Production Staff, Miami Shop
ABC IMAGING
01.2009 - 01.2012
Customer Service Associate and Production Staff, Miami Shop
T-Square Reprographics and Imaging
01.2005 - 01.2009
Certificate - Networking Essentials
DeVry University
Bachelor's Degree Program - Information Technology & Network, Cloud Based and Virtualization
DeVry University
Associate Of Applied Sciences - undefined
Florida Career College
Associate of Applied Science - Information Technology & Networking
DeVry University