Jeremy Rivera

***** * ******* ***

Las Vegas, NV 89052

Phone: 925-***-****

E-mail: adhlu7@r.postjobfree.com

Objectives

Detail oriented with strong organizational skills. Independent; works with minimal supervision and contributes to a team. Effectively handles multiple tasks simultaneously. Success oriented and outgoing with a positive attitude. Works well under pressure, diplomatically and tactfully. Excellent customer service skills to vendor and end user support. Looking for a position with room for growth and potential in the IT field.

Education

California State University Long beach (2000-2004)

De La Salle High School, Concord, Ca (1996-2000)

-High school Diploma

Experience

IT Support Specialist (September 2020 –Present)

UNLV School of Medicine, Las Vegas, NV

Supports a wide range of technology across multiple remote locations for UNLV Medicine clinic and administrative operations. Interacts with customers across the organization at all levels. Support computers (desktop and laptop), applications, Active Directory Administration, Onboarding/Off boarding administration, cisco/cox communication telephony administration, printers, peripherals, and AV solutions. Also in addition to network support which includes network connectivity testing, port punch down, port configuration, and wireless troubleshooting.

IT Systems Administrator (February 2019 – September 2020)

Bishop Wisecarver Corp., Pittsburg, CA

-Hands-on installation and maintenance of systems and network environment for the organization.

-Diagnose, troubleshoot, and resolve hardware, software and network issues.

-Provide hands-on remote support to end users for computer, server, printer, software, and telecom (Mitel) needs and monitor issues through our support / ticketing system (ZenDesk) to ensure a timely resolution.

-Executive VIP support to CEO and Executive leadership team

-Ensure the proper implementation and management of cybersecurity controls.

-Administration of network environment (meraki) to ensure network security and availability for all system users.

-Manage servers (virtual and physical) and computer configuration

-Manage system updates and systems backup

-Manage Active Directory and O365 environments

-Managed IT asset inventory and implemented Asset Panada as IT asset tracking tool

-Actively review reports of computer, server, and peripheral equipment

-Recommend plans for system and network upgrades

-Onboarding and Offboarding account administration

-Department budgeting and reconciliation via Concur

-Bay Alarm administration (badge and security camera system)

-Support the following applications and platforms currently in use:

Office 365, MFA, SharePoint, OneDrive, Meraki, Zendesk, Mitel phone system, Magento, Network Solutions, Syspro, Marketo, Adaptive Insights, Zoom admin, showpad, Mylivechat, Creo, Solidworks, AutoCad.

Accomplishments –

-Deployed and Implemented Asset tracking software called Asset Panda

-Deployed Self-Service Receptionist Kiosk (Envoy)

-Helped design, configure, and implement company Intranet

-Helped design, configure, implement and transition from Skype for Business to Microsoft Teams

-Implemented Digital Receptionist Kiosk with Envoy

-Deployed MFA for all users

-Raised Microsoft security score by 60%

-Created over 25+ Governance and SOPs Documentations

-Took over Cyber security duties, deployed internal company phishing test

-Streamlined and cleaned up of over 400+ tickets in Zendesk from predecessor

-Office 365 administration

-Conference room refresh; new equipment including TV, video conferencing, and Ipad connector setup.

IT Systems Administrator(March 2018 – February 2019)

Valley Fine Foods, Benicia, CA

-Maintain network infrastructure (switches, firewalls and routers).

-Monitor servers’ status (including CPU, memories, hard disks, temperature and UPS batteries).

-Web/application access control through web filter.

-Setup network devices, such as NAS, for network storage and data sharing.

-Respond to IT requests in a timely manner and prioritize tasks accordingly.

-Troubleshoot computers, printers, copy/fax machines, IP phones and mobile devices issues onsite, or via phone, e-mail or remote programs for supporting branch office and remote users.

-Track IT assets.

-Install/maintain software and hardware (computers, printers/copiers, scanner guns).

-Make recommendation/research on purchasing new software and IT equipment’s.

-Manage Active Directory and Exchange servers (create/update user accounts and mailboxes).

-Schedule/Monitor server backup. Manage backup tapes and troubleshoot backup issues.

-Manage IP phone systems.

-Assign/modify access permissions on ACME security system (Key Fob) for employees.

-Manage wireless accounts (update features, track data usage, setup devices, renew contracts).

-Create training programs and user manuals for hardware and software products.

-Coordinate with creating or standardizing network policies and IT procedures.

-Work with internal project teams to implement software systems.

- Executive VIP support to CEO, COO, CIO, CFO

-Work during after-hours and weekends for system upgrade/maintenance.

-Travel to branch office and setup/maintain IT equipment’s.

Respond to servers/network emergencies quickly.

Accomplishments –

-Researched/Implemented/Deployed new Help Desk ticketing system (Freshdesk)

- Researched/Implemented/Deployed new Asset Tracking software (AssetPanda) and inventoried all equipment (3 Plants)

-Installed/completed security camera project for Yuba City, Ca plant.

-Participated in upgrading and installed VOIP phone system (Yealink) project in Forest City, NC plant

-upgraded and assigned licenses to all users for office 365

End User Support Specialist(April 2015 – January 2018)

Arch Mortgage Insurance, Walnut Creek, CA

Responsible for basic work assigned from a problem or incident management queue to final resolution.

- Identifies, solves, and prevents the re-occurrence of technical problems affecting the Windows desktop OS, the applications installed on them, mobile end points and voice services.

- Reviews and investigates all IT related problems to determine cause and most appropriate solution.

- Keeps end user updated on status of open trouble tickets. Escalates more complex problems or issues outside of area of responsibility to other support teams. Updates problem tickets including call notes with status and categorization changes.

- Participates in the IT Service Desk call rotation 90% of time.

- Completes requests to install and set up new user physical and virtual desktops (VMWARE). Delivers packaged software installations as needed. Carries out corporate policies regarding acquisition and use of approved hardware and software.

- Completes requests to install\change Voip phone setups, contact center groups, attendant console, web and voice conferencing with assistance from peers.

- Responsible for administration all of the following end user support functions: physical and virtual desktop environments, telephone systems, remote desktop access, mobile end points, anti-virus, client firewall, thin client management, collaboration, incident management.

- Contributor to the education of End User Support Team through the use of knowledge base articles and knowledge transfer sessions.

- Identifies opportunities for process improvements to the IT service delivery and represents the end user’s perspective in policy improvement discussions.

- Participates in the IT service metrics gathering and delivery process to ensure our service level agreements are being met.

Accounts Provisioning

-Retrieve all necessary information and management approvals related to user account access

Validate proper user account access

-Create audit trail records for each access request

-Process access request or forward to appropriate team to process in a timely manner to meet strict SLAs

-Active Directory Administration

-AS400 account Administration

Service Desk Analyst (June 2014 - April 2015)

Central Garden & Pet, Walnut Creek, CA

-Provide Level 1 & 2 Service Desk/Desktop Support for all client technology issues between 3500 users across North America.

-VIP executive support to CEO and board members

-Provide schedule flexibility to ensure adequate Service Desk staffing between 6am and 6pm daily.

- Password re-sets and unlock LAN accounts within Active Directory

-SAP support for password re-set and unlock accounts

- Remote desktop support via Landesk

- Image, install and configure software and hardware on workstations

- Computer software installation and deployment

- Phone and e-mail technical support

- Diagnose and resolve hardware, systems software, and network problems

- Investigate root cause and Problem Resolution

- Incident Management

- Monitoring, tracking, and communications throughout the lifecycle of an incident or service request.

- Ensure compliance with Incident Management process by reviewing tickets for accuracy and completeness.

-Iron mountain robot backup data tapes removal and replacement

-Webex Connect Administrator

-Mobile Device support and Administrator (iPhone, Ipad, Blackberry) via Mobile Iron

-VPN setup and support via Cisco VPN client, and Palo Alto GlobalProtect

- Maintain customer-focused interaction via phone, email and “drive bys” with a courteous and professional manner.

-Verizon wireless activation and support for mobile devices and air cards.

-Microsoft Exchange Server 2007 – enable/disable activesync mailbox features, add/remove user from distribution groups

-Active Directory administration

Senior Desktop Support Technician Level 3 (April 2007 –June 2014)

Bayer Healthcare/Pomeroy IT Solutions, Berkeley, CA

-Provide support for (but not limited to) the following areas: desktop break/fix (hardware/software), third-party software/hardware applications

- V.I.P support to Top Executives and Berkeley Site Lead

-Support 10 buildings totaling in approximately 500 users and machines.

-Dell and Lenovo certified and trained

-Diagnose, troubleshoot, and resolve intricate PC and network issues

-Setup, configure, and install Cisco VPN Anyconnect for remote users

-Establishes network connectivity and PC hardware/software configuration

-Assist business experts in needs analysis and preparation of service requests

-Keep incident tracking system, HP service center, accurate and up-to-date

-Jr, Administrator for Blackberry Enterprise Activation support

-iDevice configuration for mobile device management (MDM) - iPhone and iPad

-Lotus notes setup and support

-Work with level 1,2,3 support and network team determine to identify, troubleshoot, and solve problems received from clients.

-Participated in windows XP to windows 7 migration project

-Extensive knowledge of all Microsoft office suites and programs

-Cable patching when needed in LAN areas

-Vendor support for lab instruments and software.

Accomplishments –

-An active member of IT Department that supports 3000 plus users in 4 campuses

-Maintained a monthly average 99% for SLA (Service Lease Agreement)

-Recovered an average of 90% of EOL (End of Lease) computers for each quarter

-Participated in the migration of Novartis to Bayer Machines

Skills

Experience in phone, e-mail, remote, and “hands on” support within a pharmaceutical and corporate environment. Proven ability to install and support various hardware and software. Able to quickly adapt to new technologies. Possess exceptional communication skills to lead and work within diverse groups effectively.

Microsoft Office XP/2003/2007/2010/Office 365: Word, Excel, PowerPoint, Access, internet explorer, Project, Visio, Azure, and Outlook

Microsoft Deployment Tool (MDT)

Windows 95/98/ME/2000/XP/Window 7/Windows 8/Windows 10

Dell and Lenovo hardware certified

Active Directory/Azure

Syspro ERP

PC assembly

Network Troubleshooting

Wireless network installation

AutoCad and Bentley installation and configuration

Lotus Notes

HP Peregrine Service Center ticket management

VDI

VMware Service Manager

VMware Horizon Veiw Client (Virtual Machine)

VMware Horizon View Administrator

VMware vSphere Client

AS400

Lansweeper Network Inventory

Webex Connect

Spy ware removal tools: Ad-aware, Spybot, Malware Anti-bytes, Trend Mirco, Norton, Macafee, Symantec Endpoint Protection, CCleaner

Juniper Odyssey, Cisco VPN AnyConnect, and PaloAlto GlobalProtect VPN

Agilent Open Lab and CDS installation and configuration

Local and Network Printer Configuration

Data migration tools: Norton Ghost, Online Backup, Bayer Bruda Back Up

Blackberry Enterprise Activation and troubleshooting

MDM mobile device management for Iphone, Ipads, and android devices

Mobile Iron Administrator – create, retire, and provision accounts (MDM)

Microsoft MFA

RSA securID Administration

Blackberry (Good) Works Administration

Landesk Remote Agent

GoToAssist remote agent

Splashtop Remote Agent administration

Microsoft Lync/skype for business

Microsoft Teams

FootPrints Ticketing system

Zendesk, Jira Service dest

Dameware Remote Agent, Goto Assist remote

Adobe Acrobat Stand and Professional 9,10, and 11

Mclaren (EDMS) Installation and configuration

Adobe Photoshop suite

JMP 9 installation and configuration

Agilent Open Lab installation and configuration

Microsoft Exchange Server 2007

References

Sterling Kaleikini

IT Director - Kahi Mohala Behavioral Health

415-***-****

Email: adhlu7@r.postjobfree.com

Jay Scott

Regional Systems Coordinator - Littler Mendelson

707-***-****

Email: adhlu7@r.postjobfree.com

Roger Collier

Underwriter - Arch MI

510-***-****

Email: adhlu7@r.postjobfree.com

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