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.

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.

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.

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.

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.

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.

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.