Florencia Rivera

• Diagnose and resolve a wide range of technical support issues by independently investigating root causes and applying critical troubleshooting skills.

• Manage onboarding tasks including account creation, device configuration, application access, and ensuring new hires are fully operational on day one.

• Communicate directly with supervisors and department managers to collect necessary access requirements and verify correct permission levels.

• Document resolutions clearly within ticketing software to support efficiency and knowledge-sharing across the team.

• Prioritize tickets based on urgency and business impact while maintaining responsiveness and professional communication with end users.

• Handle assignments without step-by-step Standard Operating Procedures (SOPs), making informed decisions and escalating when needed to reduce downtime.

• Support both remote and on-site users with login issues, password resets, software installs, and hardware troubleshooting.

• Coordinate off boarding workflows to ensure timely removal of access and company equipment retrieval.

• Proficient in company software to assist in troubleshooting and account creations in the following: Sedona, Custom apps, Docusign, Azure, Wesuite and other branch specific software.

• Collaborated with lead teacher in executing activities and learning exercises, contributing to the development of a friendly and inclusive atmosphere for all students.
• Contributed to a positive school culture by actively participating in staff meetings, training workshops, and school-wide initiatives.
• Took part in professional development workshops to boost skills.
• Maintained accurate records of attendance while keeping track of each student''s developmental progress using assessment tools.

• During my time as a Veterinary assistant, I performed job duties that were critical for the smooth operation of daily tasks within the clinic, to include feeding and caring for the animals, assisting Veterinarians during examinations and operations, performing administrative duties, and communicating with owners and families on surgery and recovery instructions.
• Positioned animals for diagnostic imaging such as x-rays and scans.
• Assisted in the administration of medications, vaccinations, and treatments as prescribed by the veterinarian.
• Ensured accuracy of medical records by diligently documenting all relevant information for each patient visit.
• Facilitated efficient inventory management through regular stock checks, ordering supplies, and organizing storage areas.
• Provided customer support to clients, answering questions and addressing concerns.
• Helped with training of new veterinary assistants and support staff to improve individuals' capabilities.
• Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.

• Provided counseling services as a Choice Counseling Specialist at Automated Health Systems
• Engaged in counseling sessions with Florida Medicaid recipients, providing guidance and support in choosing the optimal health plan for their individual needs.
• Championed the adoption of new software tools that streamlined workflows across multiple departments.
• Followed all company policies and procedures to deliver quality work.
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
• Enhanced customer satisfaction with timely and accurate issue resolution.
• Generated reports detailing findings and recommendations.
• Provided guidance to newly hired personnel