Leslie J Rivera
IT MANAGEMENT PROFESSIONAL
I help provide administrative and technical support by identifying, analyzing and resolving known and unknown issues to achieve service level agreements, heighten customer satisfaction, and meet organizational goals.
SUMMARY OF QUALIFICATIONS
Extensive experience in management, Microsoft Applications, Analytical problem solving, project management, Linux, UNIX and SQL Based operating system environments and trusted domains.
Proven skills utilizing Windows 7/Vista/XP, MS Exchange 2007 & 2010, Remedy Siebel and Service Manager Ticketing Systems, Microsoft SharePoint 2007/ 2010/2013, Nice Logger, and Avaya Call Management and Integrated Management Systems.
Adept in system security issues and solutions, proven organizational, multitasking and attention to detail skills, Active Directory, and LDAP technology.
Training in Configuring & Troubleshooting Windows Server 2008, Desktop Support, and Active Directory
Administrative experience with Mobility accounts and devices, Asset Management and Cyber Security
Proficient in virtual desktop applications Citrix Workspace Environments
Certifications A+, MCTS, MCITP, HDI Support Center Analyst, ITIL, SharePoint Designer, SharePoint Administrator
Experience in PowerShell, SQL, HTML and CSS script
Experience with the metadata and taxonomy features within SharePoint
Fluent in Spanish
Cloud Services Administrator Gensler Denver, CO October 2015 – August 2017 Responsible for support of Gensler’s implementation of Office 365 ProPlus infrastructure. The primary focus areas include: reporting and administration of Gensler Office 365 services from Microsoft to Gensler end users, security user profile accounts, data loss prevention, and Active Directory services. Provide research, data collection, and assist in the deployment of OneDrive and SharePoint.
The Denver Firmwide Operations Center is the primary response team for centralized services operations, and collaborates with the global Firm-wide operations team and regional IT operations.
Use PowerShell to perform functions such as reporting and administration in the O365 Tenant
Perform end-user account management and maintain Gensler and Microsoft security policies and configurations.
Work with regional, distributed support staff in troubleshooting Office 365 Messaging service and performance issues with computers and mobile devices in a timely and professional manner.
Identify products and solutions to improve the security, reliability and efficiency of existing Office 365 infrastructure to the team.
Manage settings, user accounts, and subscriptions for the customer organization. Develop, document, and perform tasks for establishing new user accounts, privileges, changes, and removal of Office 365 user accounts
Perform eDiscovery searches to gather data for analysis and reporting
Create Data Loss Prevention and Active Directory Rights Management policy
Develop and maintain Messaging policy and procedure documentation.
Assist in implementing changes in accordance with the established change management processes.
Lead Project for SharePoint on-prem to SharePoint online migration
Lead team with SharePoint Online design including master pages, styles, site templates and webservices.
Provided primary support for cloud services including SharePoint Online, Microsoft Groups, OneDrive, OneNote and Microsoft Teams.
IT Service Desk Manager Gensler Denver, CO Dec 2013 - Present
Daily Operations responsibilities consist of managing all Service Desk processes (ITIL) using System Center Service Manager, which include Gensler’s Messaging, Network (LAN/WAN), VoIP, Server and Workstation functional areas. Management responsibilities include personnel management of tier I/II/III service desk technicians in Denver and communication with regional IT staff. Standards adherence is done in a collaborative and active interaction in conjunction with the Regional IT Leaders. Active participation in the development, deployment and adherence to standards.
Develop, monitor and report on progress in completing projects assigning tasks to IT technicians as appropriate. Accomplishing Service Level Objectives (SLO), and establish, communicate and interpret changes in guidelines, policies, procedures and other related matters to the Infrastructure Director and CTO. Actively communicate with leadership, regional IT Leaders and end-users to inform, educate and monitor technology innovations, adoption, usage and satisfaction. Participate in firm-wide workstation and server taskforces. Deploy standards within timetables agreed upon by IT Leadership. Ensure Service Desk compliance with standards processes and procedures. Assist in developing standard processes and procedures with Firmwide Technologies.
Manage Service Operations Team hiring, evaluating and developing Service Operations personnel. Conduct mentoring and personal development sessions with team members assuring adequate training and application of standard operations and procedures. Manage team schedules, workload, time/allocation, and coordination of afterhours support. Facilitate team communications, focus, issues and concerns.
SharePoint Administrator for the firm for 3+ years
Project Management: Lead for several high priority projects including SharePoint migration to O365 online platform.
Support Specialist I & II Gensler Denver, CO Feb 2012 – Dec 2013
Primary responsibility working as a member the service desk team and providing 1st and 2nd level end-user technology support with an emphasis on Active Directory, Microsoft Exchange, FTP and SharePoint.
Provide a high level of troubleshooting skills and customer service including; workstations, laptops, printers, plotters, video conferencing and other peripherals, such as Blackberry and Smartphone’s.
Perform workstation imaging/deployments and telephone adds/moves/changes.
Maintain and support administrative, graphics and CAD applications.
Administrative tasks include: desktop support documentation, system backup and recovery, application upgrades and asset management, leading projects, supporting and guiding Tier I technicians.
Service Desk Technician Robert Half Technology Denver, CO Oct 2011- Feb 2012
Contract position for Gensler providing Service Desk and Desktop Support.
Provide 1st and 2nd level end-user technology support with an emphasis on Microsoft Exchange.
Provide high level troubleshooting skills and customer service: workstations, laptops, printers, plotters, video conferencing and mobile devices.
Perform workstation imaging/deployments and telephone add/move/changes
Administrative tasks: desktop support documentation, system backup and recovery and application upgrades
Projects as assigned
Service Desk Analyst VMware Broomfield, CO May 2011 – Oct 2011
I am the first point of contact for all VMware employees requiring any kind of support ranging in technical, application, HR and/or facilities. I provide support services for hardware and software fault diagnosis and resolution.
Respond to and/or triage incoming customer inquiries (calls, emails, tickets, etc.) and provide assistance and information to callers using team resources and knowledgebase searches.
Triage, troubleshoot and resolve employee issues pertaining to VPN, Outlook/Zimbra email, Oracle, network connectivity, mobile devices, VMware View, and file/print sharing; providing support for desktop/laptop applications and password resets when required.
Work closely with VNOC to engage the appropriate level 2 support teams and report any trends/patterns that arise and provide updates and/or workarounds to employees as implemented
Escalate trouble tickets in queue to appropriate functional areas and follow up to ensure completion within designated SLAs
Administer user accounts on OTRS, MozyPro, Oracle, Active Directory, Microsoft Exchange 2007, BES Server
Push out software to users via Altiris and Appstore Software portal
Contribute to knowledge base documents for IT Support teams detailing up to date training/fixes for Windows, Zimbra and mobile device issues.
Create and manage mailman distribution lists via Linux user management/Create and manage mailbox and distribution lists via MS Exchange 2007.
Admin lead for mobility handling new requests, escalating requests, troubleshooting devices and primary contact with Major Telephone carriers.
CLC Management Associate Avaya Inc. Highlands Ranch, CO September 2006 - March 2010
I prioritized work based on Service Level Agreements and ensured requests were handled in a timely manner by analyzing, designing, developing, deploying, maintaining and improving systems to support various teams throughout the organization and provided solutions to a diverse range of moderately complex problems.
Served as a point of contact for all voice-of-the-customer data and information issues and provided guidance necessary to improve business performance and enhance customer satisfaction and loyalty.
As shift to shift handoff of trouble tickets were increasingly disorganized and lacked accountability, I created and managed a system to directly link managers and associates to issues until resolution. My actions assisted the company’s goals of providing excellent customer service and meeting service level agreements.
As a crucial function of the Command Center I monitored new and existing issues until resolution, intervening when appropriate, utilizing a web based supervising tool.
Helped streamline customer calls and trouble cases by reviewing and adjusting tier 2 job skills for service desk associates utilizing Avaya Call Management Systems and trusted ticketing systems.
AVP. Help Desk Analyst/Specialist Diners Club Citigroup Englewood, CO September 2005 - September 2006
I assisted the vice president of production support by providing ongoing customer service & technical support to clients of PC/electronic products supported by IPS, participating in Project Management and providing cross functional support as needed.
As a dedicated liaison an essential function of my position was problem determination and resolution of system functionality for high end clients by identifying errors/issues with but not limited to telecommunications, data transfer hardware and software relative to client inquiries.
Assisted in the analysis and recommendations of products to support clients' needs.
Trained clients in utilizing internet-based reporting tools to monitor employee expenses and create financial reports.
Served as a contact between external and internal customers, including Sales/Sales Support, Marketing and Operations at all levels of management.
During monthly web maintenance I provided cross functional support by assisting developers test SQL scripts, executed user acceptance testing of new software products and/or enhancements to existing products, and defect tracking of automated test scripts.
Technician. II. IT.ICC ADT Security Services Aurora, CO February 2001-September 2005
Provided Level 2 support by monitoring all receivers and related communication equipment on a national system, independently resolve communication failures and distribute documentation and notification of complex issues to all levels of management.
Daily responsibilities included reporting and resolving multiplex communication and equipment failures to phone companies and local technicians.
By observing operation of equipment I would identify and respond to error messages and/or faulty output, manipulate console as needed, re-sequence jobs if interrupted and maintain documentation of processed problems and actions taken.
Routinely performed internal backup network procedures.
Assisted in orienting, training, assigning and supervising lower level employees.
Created and modified procedure manuals for existing and newly acquired processes.
Recurrent issues with legacy equipment prompted me to develop a central worksheet importing data to reflect costs by the customer and the company and resulted in providing tangible data to validate upgrades.
EDUCATION & TRAINING
Bachelor of Science in Business Management, Metropolitan State College of Denver, Denver, CO
Training in Windows Server 2008, Desktop Support and Active Directory, LeaderQuest, Centennial, CO
Certifications: A+, MCTS, MCITP, HDI Support Center Analyst, ITIL
References available upon requests