Edwin Rivera Email & Phone Number

San Juan, Puerto Rico

San Juan, Puerto Rico

Oversee IT Operations, Infrastructure and Facilities for CGS Puerto Rico. Key contributor in the ground up construction of 654 Plaza call center, consisting of a 30k sq. ft. facility integrating modern architecture with state-of-the-art technology.Implement and manage technologies for call center, network, conference room and facilities.Lead ITSM asset, incident, change, and problem management practices for CGS PR operations.Responsible for:Strategic oversight and delivery of enterprise application and system solutions for Carelon Global Solutions PR.Directing IT Operations, Infratructure and Facilities for CGS PR.IT strategic planning, analysis, execution of IT functional plans, business value analysis, creation of executive level communications to ensure growth and performance aligns with the organization's strategic intent, business strategy and direction.Partnership with other peer leaders from Business, Technology, Data, IT Architecture and Digital areas to support and further the maturity of business capability and value streams. Governance and oversight of IT functions delivery governance, quality governance, Program management, Portfolio governance.

Developed and implemented the Problem Management practice for Abarca Health with the main focus of erradicating systematic issues from all IT environments. Identified systematic problems, known issues and investigated root causes based on ITIL standards and ITSM best practices. Provided guidance to customer areas, drove problem resolution activities towards permanent problem erradication. Implemented Problem Management ITIL best practices.Provided recommendations for service, technology and infratructure improvements resulting in increased availability, improved service levels, reduced costs, and improved customer satisfaction.Reduced the number of operational problems and known issues.Defined and implemented processes to report and resolve problems.Investigated and diagnosed problems using relevant subject matter experts to assess and analyze root causes.

Aguadilla, Puerto Rico

Problem Management, Operational Resiliency and Data Analytics Provided direct support to LM Service Desk Sr. Management regarding Operational Resiliency, Data Analytics / Metrics, Technology evaluation and Problem Management.Operational Resiliency – Participated in design and development of organizational strategy for supporting business continuity, business disruptions and major incident management.Data Analytics and Metrics – Designed, developed and provided solutions related to data trends, dashboards, reports and data analysis.Problem Management – Provided event management, incident pattern analysis, recurring problem detection in addition to ensuring compliance of problem management best practices across LM business areas. Technology Evaluation – Evaluated, researched technology and provided recommendations based on program impact or benefit.

Aguadilla, Puerto Rico

Call Center Operations SupervisorImplemented and planed staff support for call centers. Provided optimal call flow management, customer service, and employee staffing. Responsible for coordinating subordinate employee recruitment, selection and training, performance assessment, work assignments, salary, and recognition/disciplinary actions. Using Automated Call Center (ACD) data, forecasted and scheduled staff. Trained and coached call center personnel to improve service and maximize staff utilization.Developed and implemented process improvement & tools as required.As LMSD Quality Lead developed process improvements for quality assurance evaluation. As LMSD Data Analytics Lead developed reporting automation and process improvements for call center reporting, data analysis and executive presentation.

Isabela, Puerto Rico

Information Security Capability LeadResponsible of employee development via employee training, evaluation and resourcing. In charge of process development, staffing & hiring.Network activity monitoring, data transfer analysis and approval of multiple security processes & requests such as mailboxes, Mass File Transfers, Workflow and data access requests for Pratt & Whitney Business Unit. Served as the first POC to investigate data transfer incidents gather data and resolve security incidents.Provided users support regarding tool access and content. In charge of annual re-certification, managing users, approving accesses, reporting metrics and overall system compliance.

Mayaguez, Puerto Rico

Site Point of Contact for Mission Systems and Training and Missiles & Fire Control business units. Provided technical, operations, and training support to users of company's personal computers by telephone and on-site relative to desktop support operations. Assisted in planning and designing personal computer support systems. Acted as liaison for data transfer systems design and implementation. Utilized Remedy to develop reports and update database information. Provided technical support to company analysts and internal/external clients. Created and maintained documentation via Knowledge Management Repository. Monitored incidents and provided quality feedback to management. Documented, presented and implemented process changes as required. Performed analyst mentoring and guidance.

Member of Remote Desk side Support team. Provided second level support and serve as the initial point of escalation for resolving customer questions or problems concerning Information Technology automation systems, software and/or hardware problems, network accounts, password issues, Blackberry, email, and RAS/VPN issues.

Resolved technical problems and answered queries by telephone in support of internal and/or external customer computer hardware, software, network, and telecommunications systems. Diagnosed, identified, isolated and analyzed problems utilizing historical database records. Routed calls to product line specialists. Maintained and updated records and tracking databases. Alerted management to recurring problems and patterns of problems