Craig Mackland-Rivera Email & Phone Number

San Francisco, California, Us

San Francisco, California, Us

Cambridge, Massachusetts, Us

Cambridge, Massachusetts, Us

Responsible for handling all case escalations and direct liaison between R&D and support team. Case management through entire life cycle to ensure proper response and escalation path to meet SLA(s). Work with R&D and Product Management to discuss and prioritize critical fixes and product enhancements. Work with implementation team to overcome technical issues with the installation, configuration and utilization of large, complex deployments.-Take ownership of focus accounts with both positive and negative business impact on any technical or deployment issues-Provide weekly “Lessons Learned” documentation sharing technical and deployment issues within the Services team-Creating internal and external documentation for support and product related topics

Cambridge, Massachusetts, Us

Responsible for Critical cases opened by customers which include system outages, data loss and Negative Value which impacts business productivity. Handle case escalations within support team to identify root cause, mitigate and involve R&D when needed to decrease case lifetime duration. -Consult with customers for advanced configurations during deployment-Trained Services and Support teams for pre-upgrade health checks for platform upgrades-Provided NV Troubleshooting Methodology to quickly isolate and mitigate issues -Work with Technical Account Managers to identify focus accounts-Create plans of action for focus accounts to correct and repair account relationships-Provided “Advanced Topics” Training Sessions for Services Team-Created Training Topics and Documentation for on-boarding employees

Cambridge, Massachusetts, Us

Responsible for the Post Sales customer deployments involving requirements gathering, customer environment info and the planning, installation and configuration of the Aternity FPI platform. Performed customer application activity captures to monitor application performance adding additional value.-Pre-Sales to Technical Services handover for key use case knowledge transfer-Work with customers for requirements gathering and infrastructure info-Create Hardware Requirements Documentation-Performed customizations based on customer use cases and infrastructure-Provided Customer Enablement Sessions after full deployment

Waltham, Ma, Us

Provided 2nd level technical support for 1400 employees including the corporate office, 38 office sand 3 manufacturing facilities. Created new SOPs for new technologies introduced to reduce MTTR and increase productivity.-Opened 8 new locations including the setup and install of all computer and networking equipment-Active Directory (AD) administration including GPO creation-Created WSUS servers for Windows patch deployment-Integrated company wide thin client solution for Citrix farm application access-Support for virtual environments including Citrix farm application servers and VMWare -Researched, planned and implemented firmware upgrades to multiple hardware platforms including thin clients, scanners, printers, phones, wireless routers and switches to increase functionality and security.-Rolled out wireless infrastructure for new inventory control system-Assisted in training of new technical support representatives-Created backup automated backup and restore solution for our Manufacturing equipment eliminating downtime and improved productivity-Worked directly with vendors to troubleshoot all data, VoIP and SAP systems

Pittsburgh, Pa, Us

Provided technical support for fifteen sales locations in the North Region including the administration and monitoring of North East data center.-End User Software support, phone and remote connection-Incorporated Symantec ghost to reduce PC rollout/repair time-Monitor LAN/WAN performance-Hardware/Software installation and maintenance-Work with users to evaluate and define hardware and software network needs-Develop uniform operating procedures for administering LANs and PC’s