JOSAL RIVERA
Orange Park,FL
Summary
Dynamic IT professional with over 5 years of experience in technical support and system management, dedicated to enhancing user satisfaction through exceptional communication and expert troubleshooting. Demonstrated success in coordinating and resolving complex support requests while consistently delivering effective solutions under pressure. Expertise in network security and incident response underscores a commitment to safeguarding organizational assets and maintaining operational efficiency.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Field Service Specialist
Henry Schein
05.2025 - Current
- As an IT Field Service Specialist, I specialized in managing support requests and enhancing system functionality for distribution center staff.
- Implemented and Inventoried devices through Endpoint management (Manage Engine).
- Installed and managed Microsoft teams powered phones, ensuring seamless communication across the facility.
- Handled incidents through ServiceNow, utilizing tools such as KBAs for known incidents and SLAs for vendor services.
- Utilized the AS400 platform to manage user permissions and monitor system logs effectively.
- Managed Network and Internet capability applying IP Addresses, DNS and Subnets manually to user devices.
IT Support Technician
University of St. Augustine for Health Sciences
04.2021 - 05.2025
- As an IT Support Technician, I provided hands-on technical assistance to over 4000 users in an educational environment, focusing on precise problem-solving and enhancing user satisfaction.
- Supervised and aided with different tools such as Ringcentral, Cisco VPN access and other functions within the Salesforce CRM platform.
- Created knowledge base articles and technical documentation through Zendesk, reducing repetitive inquiries by 40% and improving support efficiency.
- Managed policies and accounts with scripting through Powershell for both windows and M365 products.
- Monitored security protocols by analyzing logs and managing security groups in Azure and Active Directory.
- Managed Apple Mac OS and iOS devices by creating blueprints and using least privilege security protocols within Jamf Pro.
- Collaborated with faculty and staff to resolve IT-related inquiries efficiently.
- Mentored junior support staff, fostering skill development and knowledge sharing.
Service Desk Technician
Bank of America
08.2020 - 03.2021
- As a Service Desk technician I specialized in optimizing IT operations and enhancing user satisfaction In a large corporation.
- Collaborated with teams to improve product quality and functionality in a timely manner.
- Managed Cisco hardware and software to optimize network infrastructure.
- Diagnosed and rectified over 10 weekly remote access complications via VMware Horizon, RDP, and VPN, curtailing user downtime by 8%.
- Utilized mobile device management tools to improve security and usability of mobile devices.
- Diagnosed and resolved hardware and software issues for end-users across multiple platforms.
Advanced Repair Agent
Best Buy
03.2016 - 08.2020
- As an Advanced Repair Agent, I focused on delivering exceptional technical services and streamlining support processes.
- Assisted a team of IT professionals in providing efficient technical services and repairs.
- Successfully resolved complex hardware and software issues, exceeding client expectations.
- Worked alongside senior technicians to conduct workshops, enhancing IT skills among staff.
- Demonstrated strong troubleshooting capabilities, significantly reducing repair time and improving customer satisfaction.
- Collaborated with team members to streamline repair processes, improving turnaround time on service requests.
Education
Associates in Art - Computer Science
Florida State College At Jacksonville
Jacksonville, FL08-2027
Skills
- Jamf Pro management
- Endpoint Management
- Remote support
- ServiceNow administrator
- Microsoft Azure expertise
- Active Directory management
- Server Management
- Okta user management
- Microsoft 365 administration
- VPN
- Network configuration
- Troubleshooting and repair
Certification
- Security + Certification, CompTIA Aug 2025 — Aug 2028
- Google Cybersecurity Professional Certification, Coursera Apr 2025
- Programming in Python, Meta Jun 2023
Timeline
IT Field Service Specialist
Henry Schein
05.2025 - Current
IT Support Technician
University of St. Augustine for Health Sciences
04.2021 - 05.2025
Service Desk Technician
Bank of America
08.2020 - 03.2021
Advanced Repair Agent
Best Buy
03.2016 - 08.2020
Associates in Art - Computer Science
Florida State College At Jacksonville
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