Support Specialist Help Desk

RAFAEL RIVERA Phone: 914-***-****

*** ******** ** *****: **********@*****.***

Charlotte, NC 28262

LinkedIn: https://www.linkedin.com/in/rafael-rivera-3b20952a

SUMMARY

An Information Systems Specialist on the application of technology to business functions in corporate environments. Strengths include over 35 years of customer support (Help Desk, general and upper management users), data manipulation, Disaster Recovery Planning, hardware/software upgrades, phone systems, and LAN Administration.

PROFESSIONAL EXPERIENCE

STEELFAB-INC, IT Project Coordinator / IT Administrator 07/2011 – 05/09/2025

First level support assisted users by entering calls using a web-based ticketing system.

Processed new users in AD, assigned groups and allocated them to the correct OU.

Applied MS updates and security patches to assigned servers monthly.

Originated and participated in the afterhours/weekends on call process.

Configured and maintained 450+ users on web base phone system (Nextiva).

In charge of the standardization and leasing contract approvals for the accounting department for the offices.

Purchased, configured and maintained time clocks and digital signage devices (Spectrio) for in-house info for all shops.

Replaced internal components on desktop devices (laptops, desktops, printers, etc.) when needed.

GINGO RESIDENTIAL (BBR), Implementation and Support Specialist 09/2007 – 1/18/11

ST. PAUL RE, INC. / PLATINUM UNDERWRITERS RE, Senior Tech Support Specialist 05/1996 – 01/2004

NAVIGATORS MANAGEMENT CORP., PC Support Specialist / Network Administrator 05/1993 – 05/1996

REMY AMERIQUE, INC., PC Programmer / Analyst 1989 – 05/1993

CONSULTING ASSIGNMENTS

LEADSINGER, IT Support Specialist 08/2006 – 07/2007

PFIZER, Field Technician (SOLOMON-PAGE GROUP LLC) 11/2005 – 08/2006

PFIZER, PC Tech (SOLOMON-PAGE GROUP LLC) 03/2005 – 04/2005

BANK OF NEW YORK, Tech Support Specialist (CITYWIDE, INC) 02/2004 – 01/2005

EDUCATION

A.A.S., Data Processing (Programming), Borough of Manhattan Community College (BMCC)

ACCOMPLISHMENTS

Implemented WEB phone system (Nextiva), replaced Cisco and over 450 Cisco desk phones as well as calls configuration.

Configured and replaced time clocks for local and remote shops, maintaining a higher security protocol.

Replaced and implemented equipment in all conference rooms for general and executive meetings (screens, cameras, etc.).

Implemented a faster local process for the purchasing department, cutting time from several hours to minutes in the 1st year.

Implemented Inventory System (Fishbowl) to control sales and merchandise relocation.

Chairman’s Award – St. Paul Re, Inc., 1998 – Supported and assisted the Executive Management team.

PROFESSIONAL TRAINING

Implementing and Administrating Windows OS

IBM Three days AS400 System Operator

MS Accelerated Training / Administrating NT 4.0

Citrix Administration & Support

SPECIAL SKILLS

Bilingual (Spanish/English), Supply Specialist, IBM & Compatible PC maintenance, as well as related hardware. Hands on experience on time clocks, digital signage devices and phones’ configuration (Avaya, Cisco, Yealink).

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