Iuvany Rivera Email & Phone Number

4545 E River Rd Suite 210, West Henrietta, Ny 14586

342 N. Goodman St Rochester, Ny 14607

Victor, Ny

Responsible for all aspects of system support to users of CostGuard B/OSS. A product expert in the multi-faceted operation of the software, providing guidance/assistance to customers with a vast array of concerns including software installation, configuration, product functionality, problem-solving and day-to-day operations.

Triage, troubleshoot, and resolve basic/complex issues against all versions of the SumTotal Suite of products and environment configurations. Serve as Technical Account Manager for multiple Enterprise Level Premier accounts.Provide Technical Account Manager Services for Premier accounts and or critically escalated accounts. - Manage all open incidents and owned problem resolution plans. - Communicate timely incident updates to assure all issues were resolved based on client impact. - Developed in depth knowledge of client specific environments, customization's, and business practices to better evaluate and diagnose issues which assist the account in better leveraging the SumTotal Suite of products. Triaging of network and database issues: connectivity, performance, data corruption, and configuration. SQL data mining to supplement the data corruption.Ensure adherence to internal/external Service Level Agreements and metric driven standards. Meet all goals and objectives for cross-department collaboration tickets/projects, including development/implementation/hosting resource allocation, communication management, and execution of all responsibilities within the established constraints.Provide quarterly submissions of internal/external knowledge base articles for workarounds and hot fix references.

Provided internal/external support for web based student management system (schooltool) for New York State school districts. Worked closely with Development / QA departments to provide detailed information on enhancement requests, defect recreation and district specific features that are reported from the field.Responsible for quickly assessing / assigning issues to appropriate team members to guarantee prompt resolutions due to strict district and state guidelines.Assisted Technical staff at school districts with configuring and maintaining schooltool servers. - Deploying software updates and creating Microsoft SQL Server maintenance plans. - Ad-hoc SQL script creating in order to update / import / delete data to ensure data integrity.Aided Technical Support Manager in developing processes that improved inter-departmental and external communication between Mindex departments and its clients.

Provided telephone support for Photo Imaging Controller (PIC) and Fuji Color Processing Kiosk. Proactively monitored, fixed and escalated to stores that had lost connectivity to the Fujifilm e-Systems (FES) Data Center. Supported the (PIC) and Fuji Color Processing kiosk deployment, troubleshooting any issues with PIC software / hardware that revolve around connectivity and remote order delivery.Assisted in tracking all 1-hour orders to ensure they arrive at retailer locations in a timely manner.Used FES Custom Web Tools to monitor PIC communication and remote order delivery

Provided advanced level feature functionality validation testing on variable data software application that was co-developed by NexPress Solutions LLC / Datalogic Inc., prior to releasing software to Workflow Alpha Test Group.Established the process for effectively testing and reporting of NexTreme DL-100 / DL-1000 software. Developed and wrote the Advanced Development Acceptance Criteria and Feature Test Plan.Created, updated and maintained status of all defects and enhancement request using a Lotus Notes Database.Reported all defects/enhancements to Advanced Development Team and Datalogics, Inc.Completed developmental testing of NexTreme DL-100 and DL-1000 variable data software.Used Quark XPress, InDesign, ATM, Acrobat, and Photoshop to verify that all features are fully functional and comply with Marketing Requirement Documents.Reviewed and validated XML code created by NexPress DL-100 / DL-1000 variable data software.Provided Tier III technical support to the Workflow Alpha Test Group and Client Service & Support Team.

Including all duties listed below of a Technical Support Specialist/ Field Technician.Responsible for enforcing departmental procedures and policies.Mentor new Technical Support Specialists on troubleshooting and configuring AHT products.

Escalate all requests for onsite training/support, product feature request and product defects to Technical Support Manager.Provided Bi-lingual support for all customers located in South America and Spain.Provided telephone/onsite Tier II and III Technical Support and Network Consulting.Configure TCP / IP, Samba, Netatalk and AHT SUN servers to work with high volume printers.Troubleshoot issues with network connectivity, SUN OS 2.5.1 and hardware on customer networks.Used Quark XPress, Adobe Design Collection, and printer drivers to test and resolve customer issues.Documented support calls, email, product defects, and problem resolution using Action Request System

Provide Tier 1 technical support to 20,000+ national Internet service subscribers.Install and configure Internet services on Windows 3.11/9x/NT WS and Macintosh (8.x & higher).Create, update, and maintain Internet accounts and keep accurate records of activity.

Responsible for regression and performance testing of DocuSP for DT 6065 (Tahoe). - Submit regression suite to DT6065 (Tahoe) through various clients (WIN 95 / NT, UNIX, DOS, and Mac) - Upgrade and installation of Sun Solaris 2.5.1, DocuSP and other related software. - Work with Engineers in problem investigation, defect tracking, and enter events into Action Remedy Database.Validate systems requirements for high volume, network-printing system such as DT135, DT 6135, and DT 6180.Y2K software testing of DT135.

Testing and certification of trial and finished products. - Verifying that materials produced were within client specification. - Age tested materials to verify that finished product stays within specification. - Supply clients with detailed product certificates on a timely manner.Type and route, throughout manufacturing, product specifications and trial reports.Generate and maintain purchase orders and computer logs.Assist in shipping of trial materials.

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Activities and Societies: OLT Co-ed Social Society - http://oltfraternity.com/

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Education record