Keddy Rivera
Stratford
Summary
I am an IT professional with hands-on experience supporting faculty and staff at Yale University, providing reliable desktop and endpoint support across both Windows and macOS environments. I specialize in Windows 11 migrations, device imaging and deployment using Intune and SCCM, hardware setup, network configuration, and software installation.
My work includes supporting Microsoft 365 applications (OneDrive, Teams, SharePoint), resolving account and MFA issues, managing printers, and ensuring smooth day-to-day operations for users. I’m known for being proactive, solutions-focused, and easy to work with—consistently delivering fast, effective support and a positive user experience.
Overview
2026
2026
years of professional experience
Work History
IT Support Specialist
Yale University / Contractor
New Haven, CT
2025 - Current
- Provide technical support for faculty and staff across Windows and macOS platforms, troubleshooting issues including Microsoft 365 apps (OneDrive, Teams, SharePoint), printers, passwords, FileVault, MFA, and general system errors.
- Deploy, configure, and set up laptops, tablets, and other devices, including Windows 11 migrations, macOS configurations, and device management using Intune and SCCM.
- Manage secure device returns, reimaging, and software installations to ensure compliance, maintain IT inventory, and optimize endpoint performance.
I.T Field Technician
Trinity Information Systems / Contractor
Hartford, CT
2024 - 2025
- Conducted remote testing and troubleshooting for EPIC systems.
- Assisted with reimaging and Windows 11 conversion projects and provided technical support.
- Deploying and managing type 1 and 2 devices.
- Established a strong professional reputation with clients through consistent delivery of high-quality service and technical expertise.
- Assisted in the development of IT policies and procedures to ensure compliance with industry best practices and regulatory requirements.
Manager
Chipotle Grill
2022 - 2024
- Led a team in daily operations, including food prep, inventory management, and customer service.
- Trained staff, improved team performance, and ensured compliance with health regulations.
- Managed scheduling, payroll, and resolved customer issues to maintain high satisfaction.
Call center Representative
Eastern Account System
2021 - 2022
- Handled inbound customer calls related to billing inquiries and payment processing.
- Resolved disputes and documented interactions in the company database.
- Met performance targets for call handling and payment accuracy.
Education
Bachelor of Science - Information Technology
Purdue Global
West Lafayette03-2026
Student/IT technician - Computer & Networking Technologies
Porter And Chester Institute
Waterbury, CT03.2024
Skills
- CompTIA: A
- Operating Systems: Windows 10/11, macOS, Linux
- Identity, Device & Endpoint Management
Active Directory (on-prem & Azure AD/Entra ID), Group Policy, Intune (MDM/MAM), Autopilot, FileVault, BitLocker - Networking & Security
TCP/IP, DNS, DHCP, VLANs, routing fundamentals, VPN, MFA, endpoint security, least-privilege access
- Cloud, Virtualization & Tools
Microsoft Azure, VMware, Hyper-V, Oracle VM, ZenWorks, PowerShell, Microsoft 365 Admin Center, switches and routers - Support & Troubleshooting
Tier 2 end-user support, hardware and software troubleshooting, device imaging and deployment, OneDrive, printers, password and access issues, data and device migrations - Professional Skills
Team collaboration, technical documentation, user training, customer service, time management
Timeline
IT Support Specialist
Yale University / Contractor
2025 - Current
I.T Field Technician
Trinity Information Systems / Contractor
2024 - 2025
Manager
Chipotle Grill
2022 - 2024
Call center Representative
Eastern Account System
2021 - 2022
Bachelor of Science - Information Technology
Purdue Global
Student/IT technician - Computer & Networking Technologies
Porter And Chester Institute