Information Technology Support Leader

KEN “DOC” RIVERA

 Technical Support Leader accomplished at cradle-to-grave management of network infrastructure deployments and enhancements. Highly proficient

communicator effective managing relationships between customers, strategic leadership, and third-party vendors. Detail-oriented planner with a track record of delivering infrastructure enhancements to business critical

systems on time and with minimal impacts to production. Expert developing policies and procedures for information security, business

continuity, and technical administration.

ABOUT ME

• Born and raised in Brooklyn, New York City

• Married with 3 amazing daughters, Ages 24, 17 and 12

• Studied at Borough of Manhattan Community College (N.Y.C.) Information Technology Major.

• Currently studying for the Microsoft MCITP certification.

• Will begin Six Sigma Green Belt & ITIL project management certification course work in the very near future.

After a successful 8 years at Maimonides Medical Center in

Brooklyn, NY an Acute Care & Trauma One facility, 4 Years as a Dietetic

Assistant and 4 years as the Patient Representative/ER Administrator on Duty acquiring impeccable customer

service skills, I was given the opportunity to join the Discovery

Channel IT team on Cinco de Mayo, 1995 and the legend of “Doc” was

born !

After working hard honing my skills as an IT Professional, I earned the opportunity to join the Discovery Channel Production team as a Technical Advisor/Production Assistant. I worked such expeditions as Titanic Live

“98”. As a reward for outstanding technical work, I was allowed to join the crew for two dives to Titanic. Needless to say an incredible experience!

Several members of the TL “98” expedition crew were responsible with tagging me with the nickname “Doc” calling me “Doctor Cure All” during our

time together on the expedition due to my prior experience as a Medical Support Professional & my uncanny ability to trouble shoot and resolve any

and all technical issues.

THE BIG MOVE

After a successful 10+ years as an IT Professional in New York City, I decided to move to Tampa, FL in

January 2006 and bring my technical expertise to the central

Florida region.

Promoted and relocated to Fort Lauderdale, FL by Baxter

Healthcare/Unisys to become the Sr. Regional Technical

Specialist/Project Lead for the Latin America Region in Sept.

2009.

Hardware•System Processor's: Intel - Xeon, Centrino, Duo Core 2, i3, i5, i7, and Quad Core systems.

•Dell, HP, Compaq, IBM, Gateway, Sony, and Toshiba Desktop, Laptop Systems and Servers.

•All 10/100 and Gigabyte Ethernet cards. Wireless Router and Access point configuration.

•Trouble shooting and repair of a broad range of HP LaserJet and Color LaserJet printers.

•Apple G4, G5, IMAC, Power Book.

•A/V Equipment. Video Conferencing and Cisco TelePresence.

Software• Relevant Operating systems: Windows 2000, XP and Vista, Linux Ubuntu, Solaris 8-11, Windows 7

•Server Operating Systems: Windows Sever 2003-2008, Exchange Server 2003-2008, BlackBerry Enterprise Server (BES)

•Apple operating systems: 7 -10x, Tiger, Snow Leopard & Lion

•E Mail Platforms: Microsoft Outlook 2003 - 2010, Lotus Notes 6.5.4, 8 and  Eudora

•Office Software: Microsoft Office 2003 - 2010, Corel Word Perfect Suite, Open Office Suite

•Database Software: Microsoft Access 2000 - 2010,  PeopleSoft, Oracle, AS 400, Citrix and SAP 

•Re-imaging Software: Ghost, Windows Deployment Services

•VoIP & PBX Telephony:  ProComm Plus PBX, Trix-Box VoIP, Cisco VoIP, Avaya PBX, Nortel Call Pilot

•Trouble Ticket Software: Service Center, Remedy, Lotus Notes, Ticket Pro, CA Unicenter, Trivoli Based

•Remote Software: VNC, LANDesk, GOTOMYPC, LOGMEIN, DameWare, CrossLoop, Team Viewer

•Software Install, Systems Update/Push: Altiris, Marimba, WSUS

•Virtualization Software: Citrix Xen App & Desktop, VMware, VirtualBox, Parallels, QEMU, Windows Virtual PC

TECHNICAL EXPERTISE & COMPETENCIES

SUPERVISORY COMPETENCIES

• Resolved problems, queries, emergencies and complaints affecting quality or availability of services. • Monitored and recommended standards for software and hardware. • Responded to technical, sensitive or complex inquires or service complaints. • Planned and coordinated the installation of software, hardware and data communication updates,

enhancements, and updates. • Suggested future directions or new IT projects. Properly managed assigned areas for system security, access

involving external and internal access and recovery standards and procedures. • Interfaced, liaised and negotiated support contracts with third party technical support vendors and support

personnel. • Provided technical advice to IT staff and other departments on software, system, hardware, and data

communication. • Responsible for day to day activities. • Sometimes making suggestions for improvements to current process or system inventory. • Providing direction of assigned staff to meet new system development and user requests. • Takes initiative and participates in IT strategic planning process. • Responsible for classes and trainings offered in support of assigned business systems.• Works on projects, as assigned. • Supervised IT personnel. • Performed other duties as assigned.

5+ yr.'s combined experience as a Supervisor and/or Technical Lead @ FPL, IBM, HP, Bank of America, Baxter Healthcare, JLG Medical Transcription,

Port Authority of NY & NJ and Discovery Channel

MOST RECENT WORK EXPERIENCE

Univison (Sports Division) Doral , Fl 2/2012 to present

Desktop Support/Systems Administrator/Studio, News & Productions Support • Supporting 1000+ clients for network’s live programming @ Univison Deportes and UniMas

Networks. • Production desktop and laptop re-imaging, Active directory Server administration. • Providing News Floor support before during and after live & recorded broadcast’s Providing on-

call • support for Univision and Galavision & UniMas networks. • Preparing Studio IT props ie: Studio laptops and other IT related equipment to be used during live & recorded broadcasts. • Avid Interplay Access, News Cutter, Media Composer, Symphony and iNews support.• Live Events, Studio, News Room, Production Floor, Control Rooms & Master Control support. • Senior Desktop/Systems Administrator/Studio, News & Production support at the FIFA World Cup 2014 Brazil

IBM, Bank United, FPL & HP Miami/Fort Lauderdale 7/2010 – Present

Sr. Desktop Support/Deployment Tech @ IBM | Sr. Desktop Deployment Tech @ Bank United | Sr. Project Lead @ HP | Sr. Desktop Deployment Lead @ FPL – Independent Consultant

Senior Deployment tech Responsible for Dell and IBM Lenovo desktop and laptop imaging and deployment, Windows XP and Windows 7 OS, Office 2007, and Lotus Notes 8 and outlook 2007 deployment. OU and GP Administration via Active Directory. VPN Setup & Configuration. Responsible for troubleshooting and maintenance of all assets and worked with repair technicians in accordance with asset warranties and procedures. Responsible for end of lease new asset procurement. Responsible for infrastructure Server 2007, Desktop and Laptop deployment and configuration at IBM Client Sites and Bank United corporate offices and Branch locations. Project Lead for HP Print Optimization @ Bank of America. Citrix Xen Desktop and Xen App support & Administration, responsible for App publishing & Licensing. Technical Project Lead for General Dynamic tough book deployment for over 1500 Power Line trucks @ FPL/CompuCom

2nd Most Recent Professional Experience

3rd Most Recent Professional Experience

Baxter Healthcare Tampa & Fort Lauderdale, FL 1/2009 – 6/2010 Senior Latin America Regional Technical Specialist/Supervisor – Unisys Consultant

Baxter Healthcare is a 30,000+ user; International Fortune 200 FDA regulated Medical Supply Corporation. Baxter runs a Windows Server 2K3, 2K8 Cisco backbone, and Lotus Notes network environment. Responsible for setup, configuration and trouble shooting for all in house and remote clients. Responsible for HP and Dell desktop and

laptop Ghost imaging and trouble shooting of proprietary applications, Windows XP and Vista OS, Office 2003, 2007, and Lotus Notes 6.54. User, OU and GP Administration via Active Directory. VMware workstation

Configuration and support, VPN Configuration. Responsible for troubleshooting and maintenance of all assets and worked with repair technician in accordance with asset warranties a procedures. Peregrine Service Center

trouble ticket system. AS 400/Rumba support. Marimba and Marimba Tuner administration, ClearCase ClearQuest support. Doors Support. Linux workstation support. SharePoint Support. SAN and NAS support. Avaya PBX and

Nortel Call Pilot & VoIP Telephony administration and basic knowledge of VM ware. Veritas Enterprise 6.x. Cisco switches, APC and Liebert Nfinity UPS Backup setup and configuration. Maintained and updated site servers.

Responsible for end of lease new asset procurement, imaging, configuration and deployment. Responsible for setup and configuration of A/V equipment and Video Conferencing. Responsible for the evaluation of vendor

proposals and benefits of changes in hardware, communications protocols Cisco routing show-only privileges for troubleshooting purposes. Project lead for the IT close out of the Pinellas Park facility. Promoted to Sr. Latin

America Regional Technical Specialist at the Corporate Office’s in Fort Lauderdale 9/2009. Project Lead for Xerox Print Solutions Project. Project Lead for VoIP Cisco phone Project. Project Lead for site infrastructure upgrade consisting of consolidating, upgrading and/or removing legacy servers. Created and administered a SharePoint Knowledge Base based on fixes for commonly known issues, trouble shooting tips, virus and malware updates

and IT updates and software and/or Marimba pushes.

IF YOU HIRE ME….You’ll get a tremendous asset to your company. I have been in the IT Support field

since 1995. My vast experience shows my diversity from working in multi platform IT Enterprise models. I take tremendous pride in being one who always takes the initiative in effective problem solving, education and project leadership to better the efficiency of

the IT department so that it becomes self sufficient and not a financial liability.

I am a total team player, believing in team synergy and working towards a goal greater than individual success, the optimal result always being effective IT resolutions &

client satisfaction. I have excellent leadership skills, work well alone, within a team environment or as a technical and/or project lead.

I am a Technical Generalist that has worked for several Fortune 500 companies. I am an expert in desktop support but also have experience and exposure to many other

technical job functions. My client service skills are impeccable due to heavy customer service exposure both as an IT professional and the 8 years in the acute care hospital

field as a Medical Support Professional before hand. As you can see I am very comfortable working under high pressure, deadlines and/or Executive Leadership

environments.

TAKE A CHANCE ON ME ! …. You’ll be glad you did so !