FireEye
Steven Herrera
IT Remote Support Lead
Aurora,CO
Summary
Supportive Team Lead with 3 years of experience leading teams. Expert in following detailed production schedules with distinguished history of maximizing productivity. Committed to proactive reorganization for optimized safety and efficiency.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Business Tech Team Lead
Uc Berkeley
Berkeley, CA
03.2019 - Current
- Led by example, modeling expected support behaviors to build team confidence in standard tactics.
- Liaised between clients and support team to quickly resolve issues.
- Prioritized tasks and projects to meet tight deadlines.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Intern
UC Berkeley, Information Security
Berkeley, CA
02.2021 - 06.2021
- Monitored use of data files and regulated access to protect secure information.
- Monitored computer virus reports to determine when to update virus protection systems.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Business Tech Analyst
UC Berkeley
Berkeley, CA
10.2013 - 03.2019
- Applied knowledge of IT best practices to tackle new challenges and make educated decisions.
- Cultivated professional working relationships with internal personnel, vendors and suppliers.
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
Education
Associate of Science - Information Technology
Heald College
Hayward, CA 02.2011 - 10.2011
Associate of Arts - Information Technology, Network Security
Heald College - Central Administrative Office
Walnut Creek, CA 06.2009 - 01.2011
Skills
Technical Support
Staff education and training
Excellent Communication
Key performance indicators
Data security
Critical thinking skills
Good Telephone Etiquette
Dependable and Responsible
Team leadership and collaboration
Accomplishments
- Supervised team of 16 staff members.
- SANS 301 Course
- SANS 401 Course
Software
Nessus
Global Protect
Timeline
Intern
UC Berkeley, Information Security
02.2021 - 06.2021
Business Tech Team Lead
Uc Berkeley
03.2019 - Current
Business Tech Analyst
UC Berkeley
10.2013 - 03.2019
Associate of Science - Information Technology
Heald College
02.2011 - 10.2011
Associate of Arts - Information Technology, Network Security
Heald College - Central Administrative Office
06.2009 - 01.2011