Frank Rivera Email & Phone Number

Hurst, TX, US

United States

Traveling to multiple ambulatory and surgical centers around the United States upgrading and replacing network and office equipment.

Hurst, Texas, United States

• Delivered exceptional end-user experiences while resolving level one and level two technical issues.
• Supported asset management efforts, including tagging, logging, and tracking assets.
• Reimaged desktop and laptop computers for new deployments and replacements.
• Utilized Dell WYSE to manage Thin Client machines.
• Diagnosed and resolved hardware and software issues for more than 10,000 end-users, ensuring minimal downtime.
• Configured, deployed, and maintained Windows-based operating systems, and performed troubleshooting for network connectivity and software-related issues, email clients, and peripheral devices.

Hurst, TX

• Served as the primary point of escalation for technical issues that could not be resolved by the Tier 1 Support Desk.
• Managed and resolved technical support issues related to hardware, software, and network connectivity, for more than 150 end users, catering to employees at various levels, including managers, VPs, and the Chief.
• Supported property operations, including physical security, system maintenance, conference setup, A/V support, ID bad creation, and responding to critical incidents as a member of the after-hours on-call rotation team.
• Installed and configured five wireless HDMI-equipped TVs in the call center, which enabled customer care representatives to monitor critical SLAs, including hold times and number of calls in the support queue.
• Installed a ceiling-mounted projector that integrated with wireless HDMI technology.
• Implemented secure print technologies that saved $3000 in the first year and were implemented at 11 other locations.

Miami/Fort Lauderdale Area

• Conducted extensive research and troubleshooting to identify the root cause of technical issues for 1100 end users.
• Answered inbound calls and emails from customers located in the US and Puerto Rico.
• Supported Windows Server 2008 and 2003, blackberry mobile devices, and Lenovo laptops with XP and Windows 7.
• Managed user access and permissions in Active Directory, including account lockouts and password changes.
• Verified user identity to ensure compliance with security policies and procedures.
• Oversaw the technology onboarding and offboarding for employees across the organization.

All Over Florida

I installed new registers and server racks with Compucom, for Walgreens pharmacies. My main tasks were not only the installation of the hardware, but communicating with the manager and team members of Walgreens to answer any questions they had with the new registers. While I configured the server racks I had a chance to work with as400 and blade servers. I.

Miami, FL

Mainly an active directory environment. I handled incoming calls and emails from nurses and doctors and hospital staff to help troubleshoot medical applications or unlock or change passwords.

Miami, FL

Very fast paced help desk environment. Tracked all calls through the HP Service Desk ticketing system that must be precise to ensure quality and accuracy. Also troubleshoot hardware components such as printers, desktops, IBM and HP Laptops, cell phones, and Avaya and Cisco phone equipment

Miami, FL

Very heavy in MS office applications. 85-90% of my calls were related to MS Word and Excel. I also set up A/V requests, for training sessions, meetings, and video conferences in meeting rooms.