Joe Rivera
Chino,CA
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
23
23
years of professional experience
Work History
IT Systems Manager
NextGen Associates dba ServiceMaster by EMT
05.2021 - Current
- Directed technical projects in alignment with organizational goals that increased annual revenue
- Led efforts to improve business applications and business technology processes through rigorous data collection and analysis
- Fostered a culture of energetic documentation of business applications and company procedures
- Provided financial analysis and custom reporting to management
- Systematized training materials, reducing company-wide on-boarding time for new tools by automating manual processes
- Provided onsite support for over 175 users on PC and mobile devices
- Maintained Servers hosted in AWS
- Maintained Microsoft Office 365 Tenant, Exchange Admin, Defender, Users & Groups
- Automated workflows using Microsoft PowerApps, Power Automate and Power BI
- Maintained MDM using VMWare Workspace One (AirWatch)
- Reconciled and renegotiated IT vendor contracts.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
IT Systems Manager
The Collected Group LLC
10.2019 - 04.2021
- Created and maintained IT SOP
- Managed a team of 4 including Jr Systems Administrators and helpdesk technicians
- Trained staff on IT procedures and completed performance reviews for my staff
- Managed the deployment, monitoring, maintenance, development, upgrades & support of all IT systems, including servers, workstations(pc/mac), OSs, hardware, software, firewalls, printers, VOIP, mobile devices (iPhones, iPads, Android) & peripherals
- Improved efficiency by reorganizing the IT department, standardizing job descriptions, training and developing staff to meet growing technical demands
- Managed IT infrastructure for 4 corporate offices and over 32 retail locations including on-prem and Microsoft Azure
- Achieved improvements in Windows system and network reliability and availability reducing downtime by as much as 50%
- Increased network performance and security by leading effort to restructure LAN/WAN topology
- Created and maintained all IT documentation: Hardware and Software inventories, network diagrams, and license management
- Lead IT team for multi-site ISP and network upgrades while insuring business ran as usual while integrating each location
- Interfaced with vendors across the country, on a diverse array of projects to insure IT deadlines and deliverables were met on a timely manner and on budget
- Managed all aspects of infrastructure including our large scale warehouse running Dynamics AX, packing stations and inventory management.
- Cross-trained existing employees to maximize team agility and performance.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Controlled costs to keep business operating within budget and increase profits.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
IT Consultant
Numa Networks
04.2018 - 10.2019
- Used strong organizational skills in order to identify, develop and manage client’s technology initiatives
- Assessed Client's business goals, technical objectives and product requirements in order to develop and recommend effective solutions from our preferred vendors
- Built strong rapport with client’s key decision makers and other staff
- Architected fully integrated technology solutions to remediate or improve the client’s IT environment
- Created technical plans that map to the client or prospective clients’ business goals
- Educated the internal and external customers on best practices and solution capabilities
- Participated with the sales team on early-stage prospect interactions
- Worked with internal resources such as management, sales, service delivery, and administration
- Served as consulting resource to support client-hosted installations and implementations
- Demonstrated continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality service
- Responsible for ensuring all technical facets of a client organization workflow is clearly documented.
- Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
- Developed clear specifications for project plans using customer requirements.
- Made recommendations and performed upgrades, assisting businesses in technology planning aligned with growth projections.
- Conducted research on network products, services, protocols and standards for network procurement and development efforts.
- Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
- Contributed to project cost estimates and budgets based on assessment of client needs.
Network Systems Manager
Lumina Media, LLC (formerly i-5 Publishing LLC, formerly BowTie Inc.)
02.2008 - 05.2018
- Provided technical support to over 275 end-users in the field and well as over 150 office users, leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation via helpdesk system, telephone, and remote support tools
- Performed security administration functions for user, data, and remote access
- Supported both PC and Mac desktops/laptops
- Was the only IT staff for the company managing everything from Desktop support to infrastructure
- Performed system upgrades, planned and designed system replacements
- Managed vendor relations, renegotiated vendor contracts, and support renewals
- Reported directly to the CFO and managed the IT budget.
Software Quality Assurance & Project Management
Custom Business Solutions
01.2005 - 01.2008
- Troubleshooting activities prior to the implementation of new software
- Testing systems to ensure the elimination of software bugs
- Installing new software and systems on existing equipment
- Maintained 14 Test Lab environments, loading with various operating systems
- Assisted project managers with the installation of software and report configuration
- Technical phone support to correct software issues
- Testing web application, client-server, network, multimedia, and database projects on Windows operating systems
- Experience in bug tracking and reporting using Seapine Test Track Pro, .NET 2005 programming and debugging software
- Managed new customer installations, training, menu development, upgrades and configuration within the restaurant industry.
Field Service Technician
Custom Business Solutions
01.2003 - 01.2005
- Onsite service for customers related to both software and hardware issues
- Offered excellent customer service in a pleasant and professional manner
- Assisted in-house staff and field personnel by solving internal and external concerns or issues
- Updated and maintained hardware and performed quarterly preventative maintenance on existing contracted customers
- Maintained heavy and light duty equipment including pc’s, servers, and server racks
- Created and utilized methods to solve customer issues
- Installed new systems and covered all areas in Orange, Los Angeles, Riverside, and San Bernardino Counties.
- Managed on-site and off-site installation, repair, maintenance, and test tasks.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
Helpdesk Technical Support Specialist
Custom Business Solutions
01.2001 - 01.2003
- Level 3 Support Technician, Field Technician, Software Development, and Project Management
- Answered technical questions regarding software products and their requirements within related industries
- Investigated issues reported by customers and dealers in a timely and efficient manner
- Trained other staff to support over 3000 customers efficiently
- Facilitated and participated in conference calls with customers and other departments
- Performed data conversions and repairs of customer data in order to meet specified program requirements
- Identified and resolved network configuration issues
- Created documentation on policy and procedures and ran training classes
- Promoted to Level 2 then Level 3 Senior Support Technician
- Managed Corporate Accounts for several restaurant corporations including Sonic Drive-In, Specialty Restaurant Group & Mothers Nutritional Centers.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Education
Skills
- Business Administration
- Policy Implementation
- Contract Management
- Workforce Management
- Operations Management
- Staff Development
- Verbal and Written Communication
- Team Leadership
- Budget Control
- Staff Management
- Performance Evaluations
- Staff Training and Development
Languages
Spanish
Native or Bilingual
Timeline
IT Systems Manager
NextGen Associates dba ServiceMaster by EMT
05.2021 - Current
IT Systems Manager
The Collected Group LLC
10.2019 - 04.2021
IT Consultant
Numa Networks
04.2018 - 10.2019
Network Systems Manager
Lumina Media, LLC (formerly i-5 Publishing LLC, formerly BowTie Inc.)
02.2008 - 05.2018
Software Quality Assurance & Project Management
Custom Business Solutions
01.2005 - 01.2008
Field Service Technician
Custom Business Solutions
01.2003 - 01.2005
Helpdesk Technical Support Specialist
Custom Business Solutions
01.2001 - 01.2003
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