Joe Rivera Email & Phone Number

Ontario, California, United States

Information Systems Manager possessing extensive knowledge and experience with technical equipment, hardware and software, as well as manufacturing business operations and practices.Experienced with strategic planning, financial justification and budgeting as well as business leadership beyond IT.

Orange County, California, United States

• Created and maintained IT SOP.• Managed a team of 4 including Jr. Systems administrators and Helpdesk technicians. Trained staff on IT procedures and completed performance reviews for my staff. • Managed the deployment, monitoring, maintenance, development, upgrades & support of all IT systems, including servers, workstations(pc/mac), OSs, hardware, software, firewalls, printers, VOIP, mobile devices (iPhones, iPads, Android) & peripherals.• Improved efficiency by reorganizing the IT department, standardizing job descriptions, training and developing staff to meet growing technical demands.• Managed IT infrastructure for 4 corporate offices and over 32 retail locations including on-prem and Microsoft Azure• Achieved improvements in Windows system and network reliability and availability reducing downtime by as much as 50%.• Increased network performance and security by leading effort to restructure LAN/WAN topology.• Created and maintained all IT documentation: Hardware and Software inventories, network diagrams, and license management.• Lead IT team for multi-site ISP and network upgrades while insuring business ran as usual while integrating each location.• Interfaced with vendors across the country, on a diverse array of projects to insure IT deadlines and deliverables were met on a timely manner and on budget.• Managed all aspects of infrastructure including our large scale warehouse running Dynamics AX, packing stations and inventory management.

Orange, California, United States

• Used strong organizational skills in order to identify, develop and manage client’s technology initiatives• Assessed Client's business goals, technical objectives and product requirements in order to develop and recommend effective solutions from our preferred vendors• Built strong rapport with client’s key decision makers and other staff• Architected fully integrated technology solutions to remediate or improve the client’s IT environment• Created technical plans that map to the client or prospective clients’ business goals• Educated the internal and external customers on best practices and solution capabilities• Participated with the sales team on early-stage prospect interactions• Worked with internal resources such as management, sales, service delivery, and administration• Served as consulting resource to support client-hosted installations and implementations• Demonstrated continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality service• Responsible for ensuring all technical facets of a client organization workflow is clearly documented

Irvine, California, United States

Provided technical support to over 275 end-users in the field and well as over 150 office users, leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation via Helpdesk system, telephone, and remote support tools. Performed security administration functions for user, data, and remote access. Supported both PC and Mac desktops/laptops. Performed system upgrades, planned and designed system replacements. Managed vendor relations, renegotiated vendor contracts, and support renewals. Reported directly to the CFO and managed the IT budget.• Knowledgeable in Windows 7 & 10 Professional, Server OS, Maintain Active Directory OU’s, user accounts, Group Policies, and Distribution groups. Manage DHCP & DNS servers as well as Microsoft Exchange. Office 365, McAfee EPO Server, Kemp Load Balancer, Cisco Routers, HP Switches, AVAYA PBX and Jive Cloud Phone systems, SQL Server, IIS, SonicWALL, Microsoft VPN, Fortinet Firewalls & VPN, Symantec and Cloud Backups, Amazon AWS, Egnyte Cloud Storage, GoDaddy domain management, DYN DNS, PRTG Monitor, Linux CentOS servers, Slack, Jira, and Atlassian admin management.• Acting Google Apps Administrator. Manage Domain accounts and admin console. Completed Google Apps Administrator training• Proficient in Microsoft Hyper-V management. Physical to Virtual server conversions, SCVMM Management, EMC Storage Unit CX-3 Storage unit, Brocade SAN Switch, Backup Exec, iBackup Cloud backups, Dell PowerVault Storage• Enhancing network performance via network monitoring and analysis, and performance tuning; troubleshooting network problems; coordinating with vendor for problem solutions. • Perform network upgrades by working closely with vendors; developing, testing, evaluating, and installing enhancements. • Migrated in-house servers to Google Cloud Storage, and Egnyte Cloud collaboration software• Hired, supervised and motivated IT personnel; completed performance reviews.

Irvine, California, United States

Troubleshooting activities prior to the implementation of new software • Testing systems to ensure the elimination of software bugs • Installing new software and systems on existing equipment.• Maintained 14 Test Lab environments, loading with various operating systems • Assisted project managers with the installation of software and report configuration • Technical phone support to correct software issues • Testing web application, client-server, network, multimedia, and database projects on Windows operating systems • Experience in bug tracking and reporting using Seapine Test Track Pro, .NET 2005 programming and debugging software • Managed new customer installations, training, menu development, upgrades and configuration within the restaurant industry.

Irvine, California, United States

• Onsite service for customers related to both software and hardware issues • Offered excellent customer service in a pleasant and professional manner • Assisted in-house staff and field personnel by solving internal and external concerns or issues • Updated and maintained hardware and performed quarterly preventative maintenance on existing contracted customers • Maintained heavy and light duty equipment including pc’s, servers, and server racks • Created and utilized methods to solve customer issues • Installed new systems and covered all areas in Orange , Los Angeles , Riverside , and San Bernardino Counties

Irvine, California, United States

• Level 3 Support Technician, Field Technician, Software Development, and Project Management• Answered technical questions regarding software products and their requirements within related industries • Investigated issues reported by customers and dealers in a timely and efficient manner • Trained other staff to support over 3000 customers efficiently • Facilitated and participated in conference calls with customers and other departments • Performed data conversions and repairs of customer data in order to meet specified program requirements • Identified and resolved network configuration issues • Created documentation on policy and procedures and ran training classes • Promoted to Level 2 then Level 3 Senior Support Technician • Managed Corporate Accounts for several restaurant corporations including Sonic Drive-In, Specialty Restaurant Group & Mothers Nutritional Centers