ANGEL J. DIAZ RIVERA
Clearfield,UT
Summary
Dynamic IT professional with a solid foundation in network support, IT principles, and software development. Skilled in problem-solving and open-minded collaboration to deliver innovative solutions that boost team performance and organizational growth. Dedicated to continuous learning and staying current with industry advancements to ensure top-quality service delivery.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Network Administrator
Leidos/TEKSystems | Hill Air Force Base
Utah, USA
08.2024 - 09.2025
- Troubleshoot and maintain data transport systems, including CTP, MSPP, T1, DWDM, ODXC, and encryption transport systems such as SafeNet and WSE.
- Provide Tier 1–3 support to global clients via ServiceNow, managing incident and service request tickets while ensuring SLA compliance.
- Troubleshoot and resolve hardware, software, and network-related issues across Cisco, Juniper, CIENA, and ODXC's, escalating complex cases to higher-level teams as needed.
- Monitored and analyzed network performance using Grafana, Cisco Transport Controller, Silvx, CIENA MCP, and Linux-based tools, ensuring system stability and availability.
- Collaborated with cross-functional and vendor teams worldwide to restore services using SONET/SDH, OTN, and DWDM technologies.
- Supported DoD-cleared environments by safeguarding network infrastructure and sensitive information.
- Assisted vendor and DISA planned maintenances and emergency maintenances by proactively setting up bridges between vendors and customers to troubleshoot outages.
- Troubleshooted fiber connections and light levels using logical and physical loop-backs to isolate issues and bounce, reseat and replace equipment and completed transport device configurations and changes.
- Worked on the backbone of the DISA implementations and monitoring team ensuring system availability and proactive ticket creation to deal with outages promptly leading to fast restorations.
Network Support Specialist
Mission 1st PR
San Juan, Puerto Rico, USA
01.2024 - 07.2024
- Acted as the central point of contact for government clients, resolving service desk tickets (Tier 1–3) using Service Desk+ and escalating when appropriate.
- Diagnosed hardware, software, and network issues; configured routing protocols (RIP, OSPF, EIGRP) and implemented VLANs, WLANs, and firewall rules for secure connectivity.
- Monitored system and network performance using SNMP and troubleshooting tools, providing timely updates to customers and maintaining documentation.
- Assisted with IAM projects, including OKTA SSO integrations and Office 365 management, enhancing security and user accessibility.
- Delivered high-quality support aligned with ITIL practices, ensuring incident classification, prioritization, and resolution.
Network Operating Center Controller
Claro PR/PRTC
Guaynabo, Puerto Rico, USA
01.2022 - 01.2024
- Monitored IT infrastructure and network systems health in a 24/7 NOC environment using SolarWinds and internal tools, ensuring rapid response to outages and incidents.
- Triaged and updated incident tickets, coordinated with field technicians, and provided status updates to customers to minimize downtime.
- Performed root cause analysis for recurring issues, escalating to specialized teams when required.
- Generated reports on system performance and availability for internal and external stakeholders.
- Ensured accurate logging of VRAD, GPON, DSLAM, and router/switch activity, maintaining compliance with operational standards.
IT Field Support
Metro IT Resources (MMM Healthcare)
Guaynabo, Puerto Rico, USA
08.2021 - 12.2021
- Delivered Tier 1 service desk support to end-users, diagnosing and resolving hardware, software, and network issues.
- Supported ticket resolution, escalating complex cases and ensuring timely follow-up with users.
- Installed, configured, and troubleshot VoIP, desktops, and networking equipment, including switch cabling and LAN connectivity.
- Documented IT support actions, maintained accurate inventory, and provided user training on system functionality.
IT COOP Analyst
Ethicon, LLC
San Lorenzo, Puerto Rico, USA
01.2020 - 02.2021
- Executed projects that increased process efficiencies, reduced cycle time and costs, and improved overall quality within communication departments.
- Supported IT projects by writing technical documentation, validating processes, and assisting with system testing.
- Contributed to process efficiency initiatives, improving quality and reducing costs across IT and engineering operations.
- Collaborated with IT teams to support product development and technical problem-solving.
Signal Support Systems Specialist
US Army Reserves
Juana Diaz, Puerto Rico, USA
12.2014 - 01.2021
- Installed, maintained, and troubleshot communication and IT systems, including radios, data distribution systems, and user-end devices, ensuring reliable connectivity in mission-critical environments.
- Executed troubleshooting procedures to diagnose and resolve equipment malfunctions efficiently.
- Provided Tier 1–2 technical support and training to soldiers on hardware and communication equipment, serving as the first point of contact for resolving user issues.
- Performed incident troubleshooting, escalating complex technical issues when needed, and maintained detailed records of repairs, supply requests, and system readiness.
- Delivered customer-focused service by preparing and processing maintenance and supply requests for unit-level signal and IT support.
- Operated and maintained vehicles and power generators to ensure continuous availability of IT and communication systems in deployed or field environments.
Education
Bachelor of Science - Computer Engineering
Polytechnic University of Puerto Rico
San Juan, Puerto RicoSkills
- Windows OS
- Network, Hardware and Software Troubleshooting
- LAN/WAN Support
- Subnetting and Supernetting
- Ethernet LANs
- IP Routing Protocols (OSPF, EIGRP, RIP)
- Microsoft Office/Office 365
- Proficient in Computer Programming(C, Java, HTML, CSS)
- Router configuration
- Firewall management
- IP addressing
- Network repairs and maintenance
- Network performance monitoring
- Switch configuration
- IP addressing and subnetting
- Static Routing
- VLAN Trunking (VTP & DTP)
Certification
- Cisco Certified Network Associate (CCNA)
- Fortinet Certified Associate in Cybersecurity
- CompTIA Security+ CE
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Network Administrator
Leidos/TEKSystems | Hill Air Force Base
08.2024 - 09.2025
Network Support Specialist
Mission 1st PR
01.2024 - 07.2024
Network Operating Center Controller
Claro PR/PRTC
01.2022 - 01.2024
IT Field Support
Metro IT Resources (MMM Healthcare)
08.2021 - 12.2021
IT COOP Analyst
Ethicon, LLC
01.2020 - 02.2021
Signal Support Systems Specialist
US Army Reserves
12.2014 - 01.2021
Bachelor of Science - Computer Engineering
Polytechnic University of Puerto Rico