Josh Herrera

Background

About Josh Herrera

Experienced IT Professional with a strong background in remote technical support and troubleshooting. Skilled in providing assistance and problem resolution for Point of Sale (PoS) systems, printers, and other peripherals. Proficient in supporting the Okta platform, analyzing HAR files, and resolving network inconsistencies. Adept at maintaining network infrastructure integrity and managing IT accounts. Experienced in workflow automation using Boomi Development and Integration. Strong documentation and troubleshooting abilities with a focus on knowledge sharing. Proficient in Power BI, Cognos Reports, and Postman for data visualization and API scripting. Experienced in User Acceptance Testing (UAT) to ensure optimal system performance. Managed a diverse range of systems, including multiple endpoints and associated devices, ensuring their smooth operation and optimal performance. Oversaw the management and support of a significant number of systems and endpoints, providing technical guidance to associates across the organization. Implemented an effective knowledge sharing strategy by creating comprehensive and user-friendly KB (Knowledge Base) articles. Developed and maintained a centralized repository of KB articles for both current and upcoming associates to access and gather knowledge. These articles covered a wide range of topics, including troubleshooting techniques, system configurations, and best practices. Regularly updated the KB articles to reflect the latest updates and developments in the systems and technologies supported. Utilized a systematic approach to ensure the accuracy, relevance, and accessibility of the information provided in the KB articles. Actively encouraged feedback and suggestions from associates to continually improve the KB content and address any knowledge gaps.