Diego Rivera Email & Phone Number

San Antonio, Tx, Us

San Antonio, Texas, United States

Bilingual (Español/English) solutions architect with vast experience in Cloud management and Contact Center solutions. Customer Obsessed with a passion for innovation, solving problems by architecting and building solutions. Always willing to learn. Curiosity feeds ingenuity.

Colombia

Designed action plans to resolve system issues by engaging and coordinating personnel across multiple countries to carry out activities within set time frameDeveloped methods, policies, documentation and procedures to improve customer experience with products and services while providing feedback to executive managementProactively managed, improved, and extended strong relations with customers and partners throughout Latin America by engaging customers at all levels of client organizationImproved customer experience with product by creating and administering technical workshops and demonstrationsProvided training on Presence ACD/CTI software features and Tier I-II troubleshooting techniques to customers and partners to anticipate issues and to reduce response time in case of an incidence or problem.Key Achievements: Implementation of a quantitative qualification system to monitor Tier I-II technical partner improvement which allowed a 15% improvement on partner technical independence (15% fewer cases escalated to Tier III-IV)

Colombia

Performed a wide range of internal management activities in addition to technical support tasks including task assignments, technician schedules, and performance reviewsResponsible for managing scheduled interventions for customers according to time and available resourcesServed as a liaison to Director of Support Operations and Regional Management giving feedback concerning previous actions and possible future actions regarding the resolution of cases, improved customer relations, and use of techniciansPerformed a wide range of internal management activities in addition to technical support tasks including task assignments, technician schedules, and performance reviewsResponsible for managing scheduled interventions for customers according to time and available resourcesAutomation of monitoring task by implementing Powershell scriptsContinued performing all of the support technician duties and tasksKey Achievements: Managerial recognition of the fact that the company project to bring the support department off-shore would have not been possible if it was not for my outstanding performance, keeping customers from the USA and LATAM satisfied which represented about $4M business.

Colombia

Analyzed incidences and provided technical assistance regarding errors or problems in the software and/or hardware Provided customization and work-a-round solutions for maximum customer satisfaction.Tested, debugged, and installed software ensuring optimal performance according to customers’ needs Installed and maintained VMWare environment to host multiple application servers (Windows 2003/2008 and CentOS)Configured Avaya VDNs/Skills/Logins/Stations on a controlled environment to replicate issues reported by customersAnalyzed TSAPI application logs to identify reported telephony issuesConfigured Asterisk extensions and context for asterisk based Dialer to replicate telephony issues reported by customersTroubleshot issues reported on Voip systems by analyzing SIP/IAX logs to identify root problems and recommend solutions to current customersUsed Wireshark to troubleshoot network related issues that could affect voip qualityInstalled of MSSQL and Oracle (10g-11g) DB engines and relational Databases on production environment as well on testing environment. Update DB repositories. Executed queries to troubleshot data and databases related issues on CTI/Dialer systems.Installed of Apache and IIS (6 and 7) web servers to meet Presence ACD/CTI platform needs Key Achievements: Defined procedures and took actions to lead the newly created Technical Support office in Latin America. Based on performance, I was promoted as Technical Support manager within the first year of working with the company.

Lexington, Kentucky Area

Reduction operations and synchronization strategies on Nvidia GPUsDiagnosed, repaired, and redesigned the hardware implementation of KAPERS AFN (Aggregate Function Network) on printed circuit boardDesign, develop via hardware description and simulate via HDL CAD tool of a Special Purpose processor Design, develop via hardware description and simulate via HDL CAD tool of a Memory - Register architecture processor Collaborated with peers to coordinate research areas, papers, and presentationsDesigned and gave research presentations at Super Computing conference in 2007 and 2008

Colombia

Designed queries to gather information to cross reference information from various sourcesMonitored transactions to identify threads in terms of money laundering operationsDeveloped and delivered presentations concerning risks and prevention of fraud and the tools available to identify suspicious banking operations Queries created resulted in multiple arrests involving fraud

Colombia

Executed processes and operations on S/390 and AS/400 mainframes to complete various banking tasks

Master, Electrical And Computer Engineering

Activities and Societies: Member IEEE (Institute of Electrical and Electronics Engineers Member of Society of Hispanic Professional.

Ba, Electronic Engineering