Mark Rivera Email & Phone Number

Dallas, Texas, United States

Oversee IT operations across 30+ locations in 7 states, ensuring seamless service delivery and support.Plan, organize, and evaluate IT and electronic data operations to enhance efficiency and effectiveness.Design, develop, implement, and coordinate systems, policies, and procedures to optimize IT infrastructure.Ensure the security of data, network access, and backup systems through robust security measures.Configure Cisco firewalls, DNS, DHCP, routing, and switching to maximize… Show more Oversee IT operations across 30+ locations in 7 states, ensuring seamless service delivery and support.Plan, organize, and evaluate IT and electronic data operations to enhance efficiency and effectiveness.Design, develop, implement, and coordinate systems, policies, and procedures to optimize IT infrastructure.Ensure the security of data, network access, and backup systems through robust security measures.Configure Cisco firewalls, DNS, DHCP, routing, and switching to maximize network security and performance.Update websites and user interfaces using standard HTML/CSS practices, integrating data from back-end databases and services for improved user experience.Configure, deploy, and manage Office 365 as a Global Administrator, focusing on:Exchange Online Protection and Threat Management, including audit logging, anti-spam, and anti-malware protection.Behavioral analytics and anomaly detection to identify risky IP addresses, monitor activity rates, and detect ransomware or suspicious account activity.Implement Microsoft Enterprise Mobility and Security solutions, including Cloud App Security, Azure Information Protection, and Advanced Threat Protection.Manage In-tune for unified endpoint management, including mobile device management (MDM), security policy creation, single sign-on, multi-factor authentication (MFA), and remote data wiping for terminated employees.Lead migrations to the Azure cloud platform, ensuring smooth transitions and minimal disruption.Develop Microsoft Azure Cloud Services (PaaS, IaaS) and Web Apps to enhance scalability and flexibility.Plan and design Microsoft SharePoint environments to support collaboration and document management.Conduct and participate in annual disaster recovery exercises to ensure business continuity.Perform risk assessments on servers, networks, and data confidentiality to identify potential vulnerabilities and breaches. Show less

Irving, Texas, United States

Provide comprehensive IT support in a large corporate environment, specializing in desktop and laptop troubleshooting for both Mac and PC.Administer Windows 7/10 operating systems, ensuring optimal performance and user satisfaction.Support a variety of mobile devices, printers, scanners, wireless connections, and VPN services.Execute IMAC (Install/Move/Add/Change) support for IT equipment, ensuring smooth transitions and setups.Maintain and repair IT equipment… Show more Provide comprehensive IT support in a large corporate environment, specializing in desktop and laptop troubleshooting for both Mac and PC.Administer Windows 7/10 operating systems, ensuring optimal performance and user satisfaction.Support a variety of mobile devices, printers, scanners, wireless connections, and VPN services.Execute IMAC (Install/Move/Add/Change) support for IT equipment, ensuring smooth transitions and setups.Maintain and repair IT equipment, managing spare parts and components effectively.Ensure system configurations and documentation are up to date and accurate.Track and resolve customer incidents and requests efficiently using the client’s ticketing system.Troubleshoot and resolve hardware and software issues for Windows devices to minimize downtime.Manage backup, restoration, and migration of user data to ensure data integrity and availability.Provide Smart Hands support for networking, server, and telecommunications technologies.Offer support for printers and peripheral devices, ensuring seamless functionality.Oversee inventory management of IT assets, including conducting regular asset audits.Deliver executive-level support to the entire executive team, prioritizing their IT needs.Resolve tickets promptly to meet SLA timelines and maintain high service standards.Conduct monthly compliance reports on existing workstations to ensure adherence to organizational policies. Show less

Richardson, Texas, United States

Responsible for the on-site and remote installation, implementation, maintenance, troubleshooting, and repair of desktops, notebooks, printers, and associated peripherals.Perform troubleshooting, parts replacement, system upgrades, and basic deployments and repairs on client assets in both campus and remote locations.Resolve hardware, software, and networking issues during school integrations for both PC and Mac platforms.Manage and supervise laptop and desktop… Show more Responsible for the on-site and remote installation, implementation, maintenance, troubleshooting, and repair of desktops, notebooks, printers, and associated peripherals.Perform troubleshooting, parts replacement, system upgrades, and basic deployments and repairs on client assets in both campus and remote locations.Resolve hardware, software, and networking issues during school integrations for both PC and Mac platforms.Manage and supervise laptop and desktop deployments, providing documented summaries of work assignments for transparency and accountability.Deploy new assets for end users based on prior assessments and restore existing data to ensure seamless transitions.Install, test, and configure wireless devices, integrating laptops and desktops with Mac servers and Active Directory.Support computer users by installing basic hardware, software, and networking components to meet their personal computing needs. Show less

Remote

Responsible for delivering exceptional technical support, with a proven track record in help desk and phone support.Expertise in supporting Windows 7 and 10, utilizing remote assistance tools to effectively resolve user issues.Highly proficient in Microsoft Office Suite, Outlook, MS Teams, and WebEx, ensuring users receive comprehensive assistance.Prior experience in setting up VPN certificates, coupled with strong troubleshooting skills for network connectivity issues.

Dallas, Texas

Responsible for on-site and remote installation, implementation, maintenance, troubleshooting, and repair of desktops, notebooks, printers, and associated peripherals; serves as the primary liaison between the company and customers for both administrative and technical matters.Provide technical support and incident management through service desk functions, ensuring timely resolution of issues.Review, troubleshoot, and ensure the operational quality of desktops, notebooks… Show more Responsible for on-site and remote installation, implementation, maintenance, troubleshooting, and repair of desktops, notebooks, printers, and associated peripherals; serves as the primary liaison between the company and customers for both administrative and technical matters.Provide technical support and incident management through service desk functions, ensuring timely resolution of issues.Review, troubleshoot, and ensure the operational quality of desktops, notebooks, printers, and peripherals.Install, maintain, and optimize desktop and notebook configurations at customer sites to enhance performance and user satisfaction.Diagnose and resolve product performance issues, ensuring minimal disruption to users.Perform maintenance and repair services to uphold equipment reliability and functionality.Instruct customers on the operation and maintenance of systems, empowering them to effectively utilize their technology. Show less

Dallas, Tx

Provides basic troubleshooting assistance and ticket resolution for personal computer users.Supports computer users with installation of basic hardware/software and networking components to meet personal computer needs.Diagnoses and troubleshoots basic problems with individual or multiple computer systems in order to maintain proper functioning; resolves issues including contacting and assisting vendors.Recommends hardware solutions regarding personal computers in assigned… Show more Provides basic troubleshooting assistance and ticket resolution for personal computer users.Supports computer users with installation of basic hardware/software and networking components to meet personal computer needs.Diagnoses and troubleshoots basic problems with individual or multiple computer systems in order to maintain proper functioning; resolves issues including contacting and assisting vendors.Recommends hardware solutions regarding personal computers in assigned areas.Assists with computer studies, projects, and implementation of policies throughout area of assignment.Conducts diagnostic reviews and produces error reports as requested by customers in order to identify and correct any problems. Show less

Dallas Texas

Effectively handle phone calls, emails, and chat sessions from customers who are experiencing problems with our productsAsking clarifying questions, gathering information; researching, locating answers and providing information to clientHelp customers by providing answers to questions about our software applicationsShare information with other team members on how problems or issues were solvedPost relevant information in the knowledge databaseMaintain constructive… Show more Effectively handle phone calls, emails, and chat sessions from customers who are experiencing problems with our productsAsking clarifying questions, gathering information; researching, locating answers and providing information to clientHelp customers by providing answers to questions about our software applicationsShare information with other team members on how problems or issues were solvedPost relevant information in the knowledge databaseMaintain constructive relationships with customersBring to the attention of the manager any recurrent issues/inquiries Show less

Hauppauge, New York

● Resolve hardware, software and networking issues during school integrations of both PC and Mac platforms.● Manage/supervise laptop and desktop deployments and provided documented summaries of work assignments.Install, test and configure wireless devices and integrated laptop/desktop to Mac servers/Active Directory.● Provide post-integration support for newly constructed school and existing end users.● In conjunction with Northwell healthcare system, perform surveys of old… Show more ● Resolve hardware, software and networking issues during school integrations of both PC and Mac platforms.● Manage/supervise laptop and desktop deployments and provided documented summaries of work assignments.Install, test and configure wireless devices and integrated laptop/desktop to Mac servers/Active Directory.● Provide post-integration support for newly constructed school and existing end users.● In conjunction with Northwell healthcare system, perform surveys of old assets that will be refreshed at a later time.● Performed backups of end user data during the deployment stage so all information gets retrieved● Deployment of new assets for end users that were previously surveyed and restoration of their existing data.● Troubleshoot and support end user with specific applications and other hardware linked to their assets via face to face communication, over the phone and remotely. Show less

Greater New York City Area

● Provided support for clients throughout the New York City Area.● Responsible for the support of Laptop, Desktop and printers for multiple end users.● Image, troubleshoot and repair a wide variety of units.● Performed Windows, Macs and antivirus updates.● Remote support for different users using logmein and teamviewer.

Nyc Department Of Education - Dnps(Division Of Non-Public Schools)

● Provide technical support and asset management to the NYC Department Of Education - DNPS(Division ofNon-Public Schools) project supporting over 20,000 units including laptops, printers and videoconference equipment.● Re-image computer systems, backup, configuring Bios and windows settings.● Routine maintenance, troubleshooting and replacing faulty assets.● Configure wireless printers and wireless access points.● Process online forms for deployment, pickup and… Show more ● Provide technical support and asset management to the NYC Department Of Education - DNPS(Division ofNon-Public Schools) project supporting over 20,000 units including laptops, printers and videoconference equipment.● Re-image computer systems, backup, configuring Bios and windows settings.● Routine maintenance, troubleshooting and replacing faulty assets.● Configure wireless printers and wireless access points.● Process online forms for deployment, pickup and delivery.● Create follow-up and closing tickets on an in-house ticket system.● Pack and organize deployment routes and installation of network carts and/or media equipment. Show less

Associate’S Degree, Information Technology

Specializations in business, accounting, information technology, criminal justice, health care administration, human services management.

High School Diploma, Academic