Jose M. Rivas Email & Phone Number

Burlington, Ontario, Canada

Toronto, Canada Area

Responsible for Escalated Support requests at Managed IT Service Provider, involving implementations, advanced diagnostics and troubleshooting of client's IT systems.Accomplishments• Met personal and company goals consistently on every quarter review• Great reviews from team members• Improved the response and resolution times on escalation department• Closed Over 2000 tickets the past year againTechnologies• O.S.’s Support: Windows 98, 2000, XP, Vista, 7;… Show more Responsible for Escalated Support requests at Managed IT Service Provider, involving implementations, advanced diagnostics and troubleshooting of client's IT systems.Accomplishments• Met personal and company goals consistently on every quarter review• Great reviews from team members• Improved the response and resolution times on escalation department• Closed Over 2000 tickets the past year againTechnologies• O.S.’s Support: Windows 98, 2000, XP, Vista, 7; Linux Ubuntu, Red hat, Lindows, etc. Mac OS; Android, IOS, Blackberry OS. Windows server 2000, 2003, 2008 and 2012 administration.• Office Applications: QuickBooks, Office 97, 2000, XP, 2003, 2007, 2010, 2013 and 365.• Tracking and ticketing Systems: Connect Wise, Hardware inspector, Custom built software.• Remote monitoring system: Level Platforms• Hardware: Routers, Switches, WAPs, Patch panels, PC’s, Laptops, Tablets, Printers, etc.• Others: Exchange 2007 and 2010, VMWare Esx and Esxi, Cyberoam routers, Trend Micro, AppAsure and Storage Craft Backup System, TCP/IP networking. Show less

Duties: • Supporting TDCNet's Clients as part of the Quick response Help Desk team.• Install, configure, maintain, troubleshoot and upgrade Personal Computers(Desktops, Laptops, and tablets), small networks, printers and related peripherals.• Resolve problems within an identified service level agreement time frame• Provide end-user training on new installations and answer “how-to” questions• Logging all work performed in Help desk and Time management system• Documenting… Show more Duties: • Supporting TDCNet's Clients as part of the Quick response Help Desk team.• Install, configure, maintain, troubleshoot and upgrade Personal Computers(Desktops, Laptops, and tablets), small networks, printers and related peripherals.• Resolve problems within an identified service level agreement time frame• Provide end-user training on new installations and answer “how-to” questions• Logging all work performed in Help desk and Time management system• Documenting changes and devices within our clients and our company.• Remote monitoring and management systemAccomplishments• Met personal and company goals consistently on every quarter review• Great reviews from team members• Scored over 92% average on client's surveys over the past year• Closed Over 2000 tickets the past yearTechnologies• Hardware: PC’s, Laptops, Netbooks, Tablets, Printers, etc. Dell, IBM, Toshiba, HP, Acer, Asus, etc. • O.S.’s Support: Windows 98, 2000, XP, Vista, 7; Linux Ubuntu, Red hat, Lindows, etc. Mac OS; Android, IOS, Blackberry OS. Basic Windows server 2000, 2003 and 2008 administration . Basic Red Hat Server.• Office Applications: QuickBooks, Office 97, 2000, XP, 2003, 2007 and 2010; Open Office, Libre, etc.• Tracking and ticketing Systems: Connect Wise, Hardware inspector, Custom built software.• Remote monitoring system: Level Platforms• Others: VMWare, Trend Micro, AppAsure Backup System, Antivirus Symantec corporate, ESET Nod32, Avast, etc. TCP/IP, Show less

El Salvador

Duties: • Install, configure, maintain, troubleshoot and upgrade Personal Computers(Desktops, Laptops, and tablets), small networks, printers and related peripherals.• Resolve problems within an identified service level agreement time frame• Provide end-user training on new installations and answer “how-to” questionsAccomplishments• Improved the response time and correction of issues time frame for all our clients. In some cases from 1 week to a 2-24 hours frame.•… Show more Duties: • Install, configure, maintain, troubleshoot and upgrade Personal Computers(Desktops, Laptops, and tablets), small networks, printers and related peripherals.• Resolve problems within an identified service level agreement time frame• Provide end-user training on new installations and answer “how-to” questionsAccomplishments• Improved the response time and correction of issues time frame for all our clients. In some cases from 1 week to a 2-24 hours frame.• Implemented, trained and support QuickBooks for several of our clients with outstanding results and excellent feedback.• Hardware inventory tracking system implementation for several of our clients with remarkable results.Technologies• Hardware: PC’s, Laptops, Netbooks, Tablets, Printers, etc. Dell, IBM, Toshiba, HP, Acer, Asus, etc. • O.S.’s Support: Windows 98, 2000, XP, Vista, 7; Linux Ubuntu, Red hat, Lindows, etc. Mac OS; Android, IOS, Blackberry OS. Basic Windows server 2000, 2003 and 2008. Basic Red Hat Server.• Office Applications: QuickBooks, Office 97, 2000, XP, 2003, 2007 and 2010; Open Office, Libre, etc.• Tracking and ticketing Systems: Hardware inspector, Custom built software.• Others: Antivirus Symantec corporate, ESET Nod32, Avast, etc. TCP/IP, Show less

El Salvador

Duties: • Lead the Troubleshooting Level 2 Connectivity issues escalations.• In charged to report anomalies in the technological tools to the suitable channel. (Help desk, MSN or Microsoft.) • Direct Coaching to the members of my team (16), about the technology tools and proper procedures. Accomplishments• Fastest person to be promoted from Level 1 to Level 2 tech support agent and then to Level 2 Team leader in the whole site.Technologies: • Microsoft… Show more Duties: • Lead the Troubleshooting Level 2 Connectivity issues escalations.• In charged to report anomalies in the technological tools to the suitable channel. (Help desk, MSN or Microsoft.) • Direct Coaching to the members of my team (16), about the technology tools and proper procedures. Accomplishments• Fastest person to be promoted from Level 1 to Level 2 tech support agent and then to Level 2 Team leader in the whole site.Technologies: • Microsoft Windows 98, Me, 2000 and XP. Internet Explorer. MSN Explorer. TCP/IP. Dial up. • Others: Sykes Ticketing system, Sykes Site phone Queue metrics system. Show less

El Salvador

• Liaison between Work force and Executives.• Responsible of keeping administrative records (Purchases, Inventory, Sales, etc)• Responsible of the bank deposits and conciliations• Payroll preparation timely and accurately• Face of the company with vendors and business contacts• Designed and created the procedures manuals for all the positions of the company.• Plan and coordinate corporate lunches• Organized the details of special events, travel arrangements, agendas… Show more • Liaison between Work force and Executives.• Responsible of keeping administrative records (Purchases, Inventory, Sales, etc)• Responsible of the bank deposits and conciliations• Payroll preparation timely and accurately• Face of the company with vendors and business contacts• Designed and created the procedures manuals for all the positions of the company.• Plan and coordinate corporate lunches• Organized the details of special events, travel arrangements, agendas and itineraries. Show less