Miguel Lopez Rivera Email & Phone Number

Boston, Ma, Us

Concord, Massachusetts, United States

Boston, Massachusetts, United States

• Develop JavaScript business rules and scripts in ServiceNow for data validation and integrity.• Resolve weekly bug reports and feature requests on our ServiceNow instance.• Create ServiceNow dashboards for internal teams that have decreased ticket duration time.• Execute ServiceNow upgrades using best practices for testing and deployment to ensure stability.• Delegate application access and permissions through ACL’s, groups, and roles within ServiceNow.• Collaborate within cross-functional teams with technical and non-technical stakeholders to improve our instance.• Supervise, train, and mentor tier 1 helpdesk technicians while acting as their escalation point.• Interview and hire talent for tier 1 helpdesk and co-op positions who stay on until graduation.• Delegate digital resources through Active Directory user accounts, computers, and groups.• Collaborate with internal teams to troubleshoot and resolve complex technical issues• Write and update documentation about technical issues in internal and customer knowledge base.• Analyze and document patterns in recurring incidents to resolve larger-scale, inconsistently reproducible issues.

Amherst, Massachusetts, United States

Trained, mentored, and managed student technicians working at the helpdesk.Provided tier 2 technology support to Isenberg faculty, staff, and graduate students.Guided student technicians through difficult troubleshooting.Resolved more than 25 outstanding tickets on ServiceNow on client issues per week.Triaged client phone calls in the office and through Zoom.Performed in-person, live troubleshoots in classrooms, conference rooms, and offices.Performed troubleshoots over the phone and through Zoom for hybrid/WFH clients.Continuously updated user stories on Jira to reflect progress in larger projects.Applied proper security clearances attributed with clients’ school IDs in Active Directory.Built computer labs: ethernet wiring through walls and ceilings; instructor podium with Echo360 hardware, IP Camera+Mic decoder, Extron AV switcher, Apple TV, and peripherals; individual stations with Windows desktop, monitor, and peripherals. Troubleshot and maintained printing services, both public and in department offices.Conducted demonstrations and training on supported software e.g., Office, Adobe, Echo360, etc.Provided insights on recommended workflows to clients on a case-by-case basis.Took on outstanding projects to allow the office to resolve staffing issues. Monitored and encouraged student technicians to complete tickets, reaching a weekly average of 20 per student.20 hours per week.