Mark Rivera Email & Phone Number

Mississauga, Ontario, Canada

• Provides customers with local and telephone support by resolving, prioritizing and escalating issues if needed• Assists members with desktop operating systems, email, Microsoft office, PC hardware and remote access• Assists with imaging workstations and deployments• Communicates any current outage/critical incident status to callers and, if new information/symptoms reported notify IT management team• Fix issues with end-user workstations, printers, peripherals, e-mail release/verification/scanning, tablet/projector setups, troubleshooting and support.• Provides Tier 1 and Tier 2 support role for members• Documents incident/request specifics in the Incident Management System• Assists with complex solutions development

Ontario, Canada

• Monitored and responded to incoming requests to the Service Desk via telephone, e-mail and in-person to ensure courteous, timely and effective resolution of end user issues• Collaboratively prioritized and managed the queue of service desk requests to ensure consistent and effective service delivery• Tracked, logged, follow-up and closed all calls or incidents into the incident management system• Communicated information to users in a clear and easy-to-understand manner• Exercised patience, understanding and professionalism to all calls received• Listened and provided accurate detailed resolutions to incidents• Maintained current network and systems infrastructure and policies• Managed servers, including e-mail, print and backup servers and their associated operating systems and software• Redirected calls to the appropriate teams as per the nature of the incidents• Performed remote troubleshooting through diagnostic techniques and pertinent questions

Ontario, Canada

• Disassembled, inspected and tested computer equipment that is donated for reuse or recycling• Inventory of computer equipment and associated parts • Adjusted, aligned, replaced or repaired computer equipment, assemblies and software• Cleaned, verified and packaged computers for delivery to customers• Diagnosed and located computer component equipment faults• Installed computer software programs as per the customer’s request• Performed Quality Check of completed assemblies to ensure a high-quality product• Trained in the use of the ERP system

Mississauga, Ontario

• Provided first level, front line communication to clients regarding inquiries, orders, information or follow-ups.• Identified and diagnosed network and application issues• Organized and optimized database records at a daily basis• Programmed macros to assist and enhance the departments operations• Implemented network and database recovery protocols to minimize the downtime of the network in the event of an outage and service interruption• Verified databases to ensure its up-to-date and accurate• Assisted with providing feedback to the local IT department for errors and identify areas of improvement• Communicated with multiple local departments and clients for changes via email and phone at a daily basis• Managed shift break schedules and tasks

Mississauga, Ontario

• Communicated with clients in regards to transportation regulation requirements and other inquiries via phone, email and in-center consultation• Arranged and scheduled the transit of goods for both inbound and outbound shipments• Verified shipment documentations such as commercial invoices, certificate of origins and FDA forms • Traced lost or misdirected shipments and relayed information to our legal department for processing claims• Provided rates and transit times to domestic and international shipments• Performed visual and audio checks for both incoming and outgoing shipments for damages, improper packaging and possible security risks• Updated shipment status thru the ERP system • Ensured proper operating procedures and standards are met in compliance with transport regulations• Followed safety procedures for transporting and handling of dangerous goods and verified if all required documentations are met• Troubleshoot, recover and assisted clients with file issues • Worked with internal and external parties to organize various components needed to initiate, run major print projects and meet deadlines• Communicated and assisted coworkers with ongoing projects and schedules