Manasés Rivera Email and Phone Number

 Manage all on site installation, repair, maintenance and test tasks  Participate in continuous improvement practices to ensure the delivery of effective, timely, and professional Technical and Customer Service.  Diagnose errors or technical problems and determine proper solutions  Assist end-users in finding IT solutions for normal business activities; share ‘Best Practices’ in technology across the group  Comprehend customer requirements and make appropriate recommendations/briefings  Visit field locations as required to support applications and selling/delivery systems, provide assistance with IT hardware, Telecommunications equipment and LAN/WAN equipment

 System administration: Active Directory, Exchange, Windows Server (2003+), SCCM, Cisco(CUCM, UCCX, CUC), Citrix, Service Desk Plus Strong problem solving and communication skills, extensive and broad exposure to varying ITenvironments, collaboration with other IT groups (including 3rd party), Project planning experience NOC experience: Network, Server & Application monitoring and troubleshooting, Ciscoenvironment, two Data Centers, outage management Provide remote phone support to users at various sites throughout the US and internationalDistribution Centers for up to 20,000 users using Service Desk Plus MSP and Service NOWticketing systems Perform server maintenance, monitoring and administration using VMWare virtualization toolswithin Windows server 2003, 2008 & 2012 environments Perform Active Directory & Exchange user creations, removals, changes & administration Exposure to a two forest, five domain Quest Migration driven AD/Exchange environment Other experience: Cisco IOS, JD Edwards, AS400, SAP, CAS SFA, SharePoint, Manhattan WMS,SolarWinds, AirWatch, Service IT/Now Created training manual for new employees – with metrics to measure training progression