Lisandro Rivera

Chicago, · IL · ***** · Home/Cell: · 773-***-**** · adisyg@r.postjobfree.com

Objective: To obtain a position where I can apply my expertise and exceed my goals in a good work environment.

Education:

Robert Morris University

Currently attending

Bachelor's

Computer Networking

Chicago, IL

Farragut Career Academy

High School

CIS

Chicago, IL

Achievements:

Perfect attendance for 10 months. Employee of the month twice. Top 3 trainer assistant for trainees /new hires.

Experience:

PSAV

September 2016 – Current Title: IT Support Specialist Schiller Park, IL

Responsibilities:

Handle customer technical support cases by phone, email and Cherwell (CRM) ticketing system.

Evaluate systems and application potential through assessing compatible programs (new and old).

Working on improving existing programs and applications by evaluating objectives and specifications, reviewing changes and making recommendations.

Use of Mimecast Mail and Umbrella web security.

Strong use of Active Directory for account creation, group policy and modifications.

Strong use of Microsoft Office 365 cloud apps, such as; Azure, SharePoint, Teams, Excel, PowerApps, etc.

Use of Powershell to run script files on Windows servers.

Strong use of Microsoft Office /Exchange admin portals. Use of email creation, app and licensing assignments for computers and mobile devices.

Updating company technical documents with in-house templates.

Maintain system functionality with testing peripherals and remote applications.

Strong use of Teamviewer remote application on PC and mobile phone.

Strong use of Windows CMD line and Eclipse IDE.

Working within Powershell to run executable commands for java script.

Work within Oracle application to assist finance department users in corporate and on the field.

Reyes Holdings

March 2015 – September 2016 Title: IT Analyst Rosemont, IL

Responsibilities:

Interpreting and analyzing data in a fast paced environment.

Document and report preparation of internal and external data analyzes.

Strong use of Active Directory, account creation, modification and termination.

Strong communication skills, both verbal and written.

Responsible for global support for US and International businesses associated to Reyes Holdings, such as; Martin Brower, Reinhart Food Service, Reyes Beverage Group, and Great Lakes Coca-Cola.

Troubleshoot and repair of hardware and software issues with Windows and Mac OS.

Handle inbound calls from corporate users, end users, warehouse and international users.

Respond to end users by way of email and escalation, if and when needed.

Monitor server, interfaces, routers and access points within Solarwinds application.

Use of both Service Desk Plus (CRM) and Service Now (CRM) for ticket creation.

Responsible for the IT Service Center Checklist on an hourly basis. Monitor several servers, import reports, incoming data and incoming/outgoing tapes for Iron Mountain.

Strong use of Citrix applications. Use of JD Edwards/Enterprise One, AS400, Xatanet, Margin Minder, iSeries, VNC and RDP.

Strong use of SharePoint (internal) site for creating and accessing documentation.

Use of Exchange Manager for Outlook email and distribution group creation and modification.

Use of DHCP and DNS in Windows server environment.

Use of AirWatch for mobile device set-up.

Use of GlobalMeet – Pgi, for conferencing and account creation and modification.

Strong use of Cisco Unified Call Manager (CUCM), Cisco Unity Connections (CUC), and Cisco Unified Express Reporting (UCCX).

Ulta Beauty

July 2014 – February 2015 Title: Help Desk IT Analyst Bolingbrook, IL

Responsibilities:

Worked as a contractor /full-time.

Handle inbound /outbound calls from corporate and Ulta Beauty stores nationwide.

Assisted corporate with resetting passwords, locating data folders, mailboxes and printer issues.

Reset passwords within Active Directory for both corporate and Ulta Beauty associates.

Perform trace route, ping and reboot.

Use of Cisco phone system and troubleshoot Avaya, Vertical Edge and Nortel phones for Ulta Beauty stores.

Use of Dameware mini remote control for supporting stores POS /registers and corporate user computers.

Use of Cherwell (CRM) as ticketing system.

McGraw-Hill Education

July 2011 – June 2014 Title: Help Desk Specialist Burr Ridge, IL

Responsibilities:

●Employed as a contractor/full time.

●Handle inbound calls and respond to emails from inhouse sales representatives, college/university instructors and students.

●Use of salesforce.com as ticketing system.

●Use of Avaya phone system.

●Use of Master Database Product (MHHE), Kronos and Impact 360.

●Troubleshoot McGraw-Hill applications such as; online keyboarding programs (GDP 11/SKB/CPK), Simnet Online, MHHE.com, Create, EZ Test Online, OLC’s, Paris/SAT, SpringCharts, and Medisoft Advanced.

●Troubleshoot CD/DVD installation issues.

●Transfer files to FTP and file formatting (if and when needed).

●Reset passwords for both instructors and students

●Perform trace route/ping and reboot

●Assist instructors with setting up their LMS (Learning Management System) and pairing with McGraw-Hill products.

●Provide support for Windows operating systems: XP/Vista/7 and Mac OS Lion +

Redbox DVD

February 2007 - March 2009 Title: Customer Service/MS Oak Brook, IL

Responsibilities:

●Provide bilingual telephone/technical support for Redbox clients.

●Handle escalated calls from Level I.

●Report software bugs into Quality Control and to Development.

●Setup internal network for servers and clients.

●Configure vpn’s, routers and switches.

●Install local and network printers.

●Install, upgrade and configure Redbox proprietary software on servers and clients.

●Configure Point Of Sale systems hardware and software.

●System recoveries on servers and clients.

●Restore data to servers and transfer files over FTP.

●Test potential new software releases, patches and updates.

●Create training and troubleshooting manuals.

●Support technicians on the phone, dispatching field representatives to fix hardware

●Technical Support Specialist I/Beta Tester (Full-Time, Permanent)

Technical Skills:

Typing (80 wpm), 10-Key, Alpha/Numeric 5000 kph, puTTY, Windows Command Line, tracert, ping, nslookup, JavaScript, Eclipse IDE, MS Office 365, MMC for Windows workstations and servers (Windows 10, Windows 7, Microsoft Office). Hub, Routers (Cisco, HP), PC's (Lenovo, Dell, HP, Macintosh OS, iPad, iMac, Macbook).

Languages: English and Spanish

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