Jose Rivera

Hagerstown, MD *****

adva5d@r.postjobfree.com

240-***-****

Striving to join a company that would use my skills and experiences to better the company's technical position. Also want to manage a team and be part of the bigger picture for the company.

Work Experience

Owner

TopDog Computers. Hagerstown MD Dec 2020 to Present

•Owner and operator of a computer repair and IT service company.

•Provide all types of services for small business and home users.

•Certified Apple repair Technician.

•Please see website for more information (www.topdogcomputers.com).

QC Technician

Decisive Communications Inc. Frederick MD Nov 2019 to March 2020

●Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.

●Escalated identified risk issues, challenges and trends to senior management and delivered risk-related documents for audit and regulatory exams.

●Earned good attendance record and built reputation for being on time and ready to work.

●Provided excellent service and attention to customers in face-to-face encounters and through phone conversations.

●Performed site evaluations, customer surveys and team audits as part of quality assurance program.

●Improved operations by working with team members and customers to find workable solutions.

IT Specialist

Optimal Health Care Inc. - Hagerstown, MD April 2019 to Sept 2019

•Take care of all IT needs in the company along with the IT Manager.

•Support staff in all their desktop needs.

•Setup Mobile Devices.

•Add email accounts to Google console

•Some responsibility with the company’s PBX system.

•Setup CCTV camera systems.

User Support Specialist

Frederick County Public School - Thomas Johnson Middle School

October 2018 to April 2019

•Take care of all IT needs within the school.

•Support all technology needs for student and staff.

•In charge of technology inventory.

•Meaning the staff and the students would have to check out a loaner

Imaging desktops and laptops

•Used AD and SCCM to manage network.

IT Specialist Consultant

DMP Inc. - Hagerstown, MD July 2018 to October 2018

•Take care of all IT needs within the company.

•Create and set users account within Active Directory.

•Maintain all copiers and printers.

•Handle backups for servers.

Desktop Support Consultant

Sony - Herndon, VA April 2018 to July 2018

•Imaged laptops for employee distribution.

•Used Remedy to log and fix user issues.

•Assisted users with their computer fixes.

•Setup laptops for new employees.

•Moved and setup users in different desk locations within the site.

Help Desk Consultant

Express Employment - Rockville, MD

October 2017 to March 2018

•Working on the National Assessment of Educational Progress (NAEP) for Westat.

•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 Team Viewer for remoting into client systems.

•Tested images of proprietary software installed on tablets and laptops.

•Used AnyDesk, Log Me In, and Team Viewer to log into customer's device.

Queue Manager Consultant AstraZeneca/ Medimmune - Gaithersburg, MD

January 2017 to October 2017

•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

Computer Sales

Best Buy - Germantown, MD June 2016 to January 2017

•Sales of computer systems and devices.

•Help customers with their technology purchases

Service Desk Consultant

Medix Staffing - Rockville, MD January 2015 to May 2016

•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.

IT Help Desk Consultant

S Corp Staffing - Rockville, MD September 2014 to December 2014

•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.

Appointment Setter/PC Technician

Geeks On Site - Rockville, MD September 2013 to July 2014

•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.

IT Help Desk Consultant

Artelye Marble & Granite - Beltsville, MD March 2014 to June 2014

•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.

Network Administrator Indisoft LLC - Columbia, MD March 2013 to March 2014

•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

General Manager Petco - Gaithersburg, MD May 2010 to March 2013

• 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.

QA Engineer Consultant Neausys Inc - Rockville, MD December 2009 to May 2010

Owner

CompuLab Designs Inc - Gaithersburg, MD

2006 to 2010

Quality Assurance Engineer Consultant

Symantec - Columbia, MD September 2006 to December 2006

Performance Test Consultant Insight Global - Rockville, MD November 2005 to September 2006

QA Test Engineer WeatherBug - Gaithersburg, MD November 2004 to November 2005

Software Quality Assurance Tester Secure Computing - Gaithersburg, MD October 2002 to October 2004

Lead QA Engineer

Network Associates

October 1997 to October 2002

Technical Support/QA Engineer

Helix Software Inc - Queens, NY

July 1997 to October 1997

Education

Hagerstown Community College – Hagerstown, MD

September 2019 to Present

Montgomery Community College - Rockville, MD

January 2010 to June 2010

Suffolk Community College – Selden, NY

January 1993 to June 1993

Harry S. Truman High School – Bronx, NY

January 1987 to June 1991

GED

Skills

Customer Support, Customer Service, Help Desk, Desktop Support, Direct Support, Data Entry, Apple, Active Directory, Helpdesk Support, Service Desk, Tech Support, Comptia, Active Directory (1 year), Chromebooks (Less than 1 year), Desktop Imaging (2 years), Quality Assurance (5 years)

Certifications/Licenses

Security Guard

References

Connie Kinna FCPS 240-***-****

Derek Beet FCPS 703-***-****

Margaret Gilgallon FCPS 240-***-****

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