Michael S. Rivera Email & Phone Number

Greater New York City Area

Lead the installation and upgrade of Media Asset Management systems at multiple sites across the Americas, Caribbean, enhancing operational efficiency and customer satisfaction.Executed installations and upgrades at major Enterprise Accounts in Eastern US areas, contributing to client retention.

Greater New York City Area

Manage team of Broadcast Engineers who provide first line support for editors, producers, etc. in a Avid, VMware environment.Spearheaded project planning and resourcing for training sessions, ensuring seamless delivery and client readiness.

Greater New York City Area

As a Project Manager, I led a team of Avid Professional Services Engineers for Avid, onsite at a major broadcast media company in New York. Also Project Managed, installations, upgrades, training's for Avid at various media entertainment companies throughout Latin America. As a Sr. Project Engineer, I worked installing and upgrading Avid products including Interplay PAM, NEXIS at various media and entertainment companies throughout the US and Latin America.

Greater New York City Area

Handle overall responsibility for managing the customer relationship and establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with MorphoTrust USA products.Act as a liaison between Tier3 Support Organizations and the customer with a focus on communicating to the customer the resolution of issues and root cause in addition to prioritizing and driving resolution on escalated customer issues.Developing success plans for customers that outline their critical success factors, metrics for open/closed issues, potential issues, and provide recommendations.Working closely with Program Managers to facilitate transitions following initial or follow-on deployments.Monitoring and facilitating the customer’s adoption of MorphoTrust USA solution features and functionality by providing internal teams an understanding of customer overall business needs as they relate to MorphoTrust USA products.Promoting opportunities for two-way communication.Keeping customers informed of process and procedural changes.

Manage customers technical support requests. Ensure timely resolution of customer issues by referring issues to product specialists or more experienced team members i.e mission critical.Work with accounts to develop and maintain a support plan. Communicate proactively with accounts regarding product and program information, supportability issues, and strategic product plans where appropriate. Maintain effective working relationships with customers, Avid internal Sales Enterprise account teams

Consulting Network Engineer at Verizon responsible for the maintaining, provisioning, and troubleshooting Layer 2-4 switches at various locations throughout New York Metro Region. Worked with individual LAN Managers at Verizon to address performance concerns related Lotus Notes, SQL Servers, and Email Servers. Configured and installed WAN Acceleration products. Analyzed CIFS, MAPI, network protocols utilizing Ethereal protocol analysis tool

Managed a team of 12 Field Engineers located throughout the continental U.S.Maintained customer relationships by addressing issues and concerns as they related to Lucent products.Provided hands-on technical support for field engineers including configuration of T1/E1, ATM, Frame-Relay circuits on Core and Remote Access switches.Researched and analyzed LAN/WAN issues with Network Management Systems, and accurately deciphered debug information resulting in swift problem resolution and increased productivity.Installed and configured Lucent Network Management Software and NAVIS Radius on UNIX and Linux servers.Successfully managed the integration of Lucent Core & Remote Access Switches at various Major Account Wireline customers