JOSE A. RIVERA

***** ****** ******* ********** ** 20874

MOBILE: 240-***-****

EMAIL: ac4ng1@r.postjobfree.com

SUMMARY

Solid hands-on work experience in the Software Development, Information System, and Help Desk fields. Exceptionally analytic individual with vast experience in many areas. Looking forward to gaining more skills and experience to benefit the company where employed. Willing to relocate for better opportunities.

HIGHLISTS

Quick Learner

Proficient Multi-tasker

Network Configurations and Support

Exceptional Troubleshooter

Extensive Windows Experience

Advanced TCP/IP Knowledge

Data Center support

AREAS OF EXPERTISE

QA Engineering

Security Assessments

Logic Flaws Determination

Service Improvement

Break/Fix Support

Policies Development

Vulnerability Assessment

ITILv3 Trained

Help Desk Operations

PROFESSIONAL EXPERIENCE

10/2017- Present Express Professional Rockville MD

Help Desk Consultant

Working for Westat on the National Assessment of Educational Progress (NAEP), widely known as The Nation's Report Card.

Researched, resolved, and responded to end-user issues by email and phone.

Created tickets in reporting software called Zendesk.

Used Log Me In remote access.

Familiar with Event Viewer for remoting into client systems.

1/2017-10/2017 Astrazeneca Gaithersburg MD

Queue Manager

Worked with Active Directory.

Managed the Deskside Support queue.

Assign tickets to Technicians.

Diagnose and repair computers.

Install and setup computer systems in Data Center.

Provide Tier 1 & 2 support.

Desktop, laptop, mobile device, and network troubleshooting.

Desktop OS and application support, including Microsoft Office and a wide range of third party applications

Networking protocols and applications (TCP/IP, DHCP, VPN, DNS)

E-mail functionality at the workstation and device levels to include Exchange, IMAP, POP, and SMTP

Malware/Virus troubleshooting.

Familiarity with Office 365

6/2016-1/2017 Best Buy Germantown MD

Computer Analyst

Sales of computer systems and devices.

Diagnose and repair computers.

Installed and setup computer systems.

01/2015-5/2016 Medix Staffing Rockville MD

Service Desk Consultant

A contractor working the Nomad Digital help desk. We were receiving multiple calls to fix proprietary software used on the client's hardware with included customers such as Amtrak.

Involved with the day to day calls to the service desk and had to constantly monitor trains sets.

Monitored tools for faults and trends in train sets.

Remotely resolved issues on Linux routers and other systems via Team Viewer.

Created and updated tickets to ensure accurate information was recorded in the ticketing system.

Acted as a point of contact for customers, train conductors, and others users.

Work closely with field service technicians to resolve on-site issues within SLAs.

Used VMware to simulate client machines to use in testing and in diagnosing customer problems.

Excellent experience with Microsoft Office.

Use my networking skills to fix issues on board wireless access points on trains.

Used Linux Redhat 7.0 as server for small test environment

09/2014-12/2014 S Corp Rockville MD

IT Help Desk Consultant

Working for Westat on the National Assessment of Educational Progress (NAEP), widely known as The Nation's Report Card.

Researched, resolved, and responded to end-user issues by email and phone.

Fluent knowledge of computer software and systems.

Knowledge of computer terminology and a good comfort level

explaining to a novice how to navigate a website.

Strong listening and problem-solving skills.

Exceptional Windows 7, Active Directory, MS OFFICE experience.

Utilized Live Chat environment.

3/2014-6/2014 Artelye Marble & Granite Beltsville MD

IT Help Desk Consultant

Troubleshot, repaired, maintained, and performed testing on various types of computer equipment, peripherals, data communication, and computer network systems.

Support desktop and laptop PC's, printers, and other miscellaneous equipment.

Basic system administration.

Maintained company LAN, wireless networks, and Windows Servers.

Designed, installed and maintained the network architecture as needed to ensure smooth company operations.

Installed security updates, patches, upgrade software with new versions, and maintained and managed Inventory.

Installed, connected, and moved devices and equipment.

Configured and setup servers to work with various programs. Ensure server backups are performed on a regular basis.

Actively worked on web management and design for the company’s main website.

Responded to incoming technical support requests in a timely efficient manner.

09/2013-07/2014 Geeks On Site Rockville MD

Appointment Setter/PC Technician

In charge of speaking to customer calls for repairs.

Setup appointments for technicians to service customers.

Maintained, analyzed, troubleshot and repaired computer systems, hardware, and peripherals.

3/2013-3/2014 Indisoft LLC Columbia MD

Network Administrator

In charge of network administration.

Configured Office 365 subscription.

Responded to helpdesk calls, tickets, and e-mails.

Installed, configured, deployed, maintained, and troubleshot laptops and desktops.

Maintained an asset management system and inventory of all desktops, laptops, monitors, peripherals, software, and other IT equipment.

Provided occasional basic training to users on new systems.

Active Directory user account management.

Assisted with Active Directory domain, network, and hardware management.

Management of existing company-wide Symantec anti-virus deployment.

Assisted Sr. IT personnel with server patching and maintenance as required.

Maintained daily, weekly, and monthly backups for multiple systems.

Basic user side administration of a VOIP phone system.

Liaised with third-party support and PC equipment vendors to arranged repairs as necessary

05/2010–06/2014 Unleashed by Petco Gaithersburg MD

General Manager

Assisted with Grand Openings of four Unleashed store fronts.

Independently prioritized and accomplished multiple management tasks within established timeframes by effectively planning and managing workload, delegating work, and supervising, monitoring and directing subordinate manager and other associates

Marketed the store and its products, oversaw the planning of in-store and community events, such as adoptions, school visits and other local promotions, and animal-welfare events.

Management of store merchandising.

Management of associates to include recruiting, reviewing job applications and interviewing job applicants, checking references, conducting pre-employment background checks, hiring and training.

12/2009–05/2010 Neausys Inc. Rockville MD

QA Engineer Consultant

Software testing services for company’s client (Morris Griffin).

Worked on a mortgage application for various government housing programs.

Decomposed product requirements into functional test cases.

Developed test cases for regression testing.

Worked with Product Manager and Developers to ensure that test cases cover all testable requirements.

Executed tests in multiple environments.

Updated documentation with test results.

Reported comprehensive defects in defect tracker.

Tested front-end as well as back-end processes and systems.

Work with Systems Operations team to deploy new code and software during off hours.

2006-2010 CompuLab Designs Inc. Gaithersburg, MD

Owner

Provided IT services to businesses and individuals.

Worked to remove Virus, Adware, and Malware from customer’s computers.

09/2006-12/2006 Symantec Columbia, MD

Quality Assurance Engineer Consultant

Provided software quality assurance testing of IDS & IPS security product called SCSP

Usability testing to make sure the Front End (GUI) was customer friendly

Interacted with Business Analysts and Developers in requirements analysis, design reviews, testing and documentation for application developed

11/2005–9/2006 Insight Global Rockville, MD

Performance Test Consultant

Tested the performance of Thomson Financial investment application using automation tool, which included updating and maintaining test scripts

Used Silk Performer to test scripts written for financial application backend

11/2004-11/2005 AWS Convergence Technologies Gaithersburg, MD

QA Test Engineer

Manual testing of HTML, JavaScript, & XML graphical user interface for a company product called WeatherBug

Involved in wireless testing the product on Microsoft & Motorola Smart & Java phones using SMS with the Microsoft SQL database backend

10/2002-10/2004 Secure Computing Gaithersburg, MD

Software Quality Assurance Tester

Helped generate $8.2 million in 2003 from sales, installation, &

upgrades by providing timely releases of the flagship UNIX product "Sidewinder"

Assisted with customer transitions by providing a quality product that was better than the product the customer had in production. Self-managed QA tests efforts in remote office

Lead 4 test engineers on a patch release for firewall product, which included automated GUI testing using WinRunner

10/2000-10/2002 McAfee ( Network Associates ) Various Locations

Lead QA Engineer -PGP Business Unit

Team lead for 8 QA engineer while testing appliance UNIX firewall, VPN, and Antivirus product with over $2 million in sales

Learned and put into practice knowledge of Capability Maturity Model, which helped bring the QA team from a level 0 to level 2

Participated in weekly status meetings with Senior Management

On many occasions, provided second-line support on Oracle & security issues to field test sites like the President's Council on Year 2000 Conversion

Used Rational Clear Quest for bug tracking

10/1997 – 10/2000 McAfee (Network Associates)

Lead Quality Assurance Engineer - MAGIC HELPDESK Business Unit

Lead QA engineering of a web-based enterprise help desk solution

Implemented an NT network for QA department, with a saving in installation cost of $100k then shared responsibility for routine hardware maintenance and upgrading cutting department cost by 50%

Worked on the database schemas with DBAs to get table relationships into a usability standpoint, this helped determine what table logic would be user-friendly

07/1997-10/1997

Helix Software Inc. Queens, NY

Technical Support/QA Engineer

Used in-depth knowledge of MSDOS, WINDOWS, WIN95, and WinNT to provide the customers with easy configurations and solutions for flagship product Nuts & Bolts

Promoted to QA and started testing of desktop utility software (McAfee Office, McAfee Utilities, Guard Dog, & Uninstaller)

07/1992-7/1997

Self-Taught. Long Island, NY

Computer Building and Repair

Worked on building and repairing computers for family and friends.

Installed Windows and DOS on computers.

EDUCATION

2010 Montgomery Community College Rockville MD

Major: General Studies

PERSONAL

Bilingual - Fluent in Spanish

REFERENCES

Available upon request

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