Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Luis A Rivera II

Fuquay Varina,NC

Summary

Adept at enhancing operational efficiency and customer satisfaction, I leveraged my problem-solving abilities and network troubleshooting skills at Light & Wonder, Inc. to streamline support processes and improve product reliability. My proactive approach and ability to mentor new specialists fostered a culture of continuous improvement, significantly boosting team productivity and client loyalty. Results-driven support professional with proven track record of delivering effective product support and customer satisfaction. Known for expertise in troubleshooting and problem-solving, ensuring seamless product usage. Delivers consistent results through collaborative teamwork and adaptability to evolving requirements, with strong skills in technical support and customer communication. Dynamic individual with various hands-on experience and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.

Overview

13
13
years of professional experience

Work History

Advanced Product Support Specialist

Light & Wonder, Inc.
02.2022 - Current
  • Increased knowledge base usage by creating detailed articles on common product issues and solutions.
  • Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
  • Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
  • Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
  • Developed expertise in multiple products within the company portfolio, becoming a go-to resource for colleagues seeking guidance on specific features or functionalities.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed and configured operating systems and applications.
  • Researched and identified solutions to technical problems.
  • Tested new software and hardware prior to deployment.
  • Optimized workflows by identifying areas for improvement in existing processes and implementing changes accordingly.
  • Developed strong relationships with clients, resulting in increased trust and loyalty to the company''s products.
  • Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
  • Improved the overall efficiency of the support team with streamlined processes and clear communication.
  • Supported clients during critical incidents, demonstrating a calm and reassuring demeanor under pressure while working towards a swift resolution.
  • Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
  • Mentored new Product Support Specialists, fostering a positive work environment that encouraged professional growth.

Field Service Technician II

Light & Wonder, Inc.
03.2019 - 02.2022
  • Responded quickly to emergency maintenance requests for timely on-call support.
  • Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Reviewed technical documentation to complete equipment maintenance and repair.

Meter Technician

Wellington Energy
06.2018 - 03.2019
  • Increased operational efficiency by identifying areas for improvement within current metering systems.
  • Streamlined workload by effectively organizing and prioritizing daily tasks.
  • Enhanced customer satisfaction by efficiently resolving meter-related issues in a timely manner.
  • Reduced downtime during service calls with prompt troubleshooting and corrective action measures.

Remote Field Technician

Dish Network Corp
08.2016 - 04.2018
  • Identified potential problems and prevented equipment failure through performing regular equipment inspections.
  • Collaborated with other field technicians to resolve complex technical issues.
  • Supported team members in addressing challenging technical issues, sharing expertise and knowledge when needed.
  • Delivered high-quality work by diligently following standard operating procedures.
  • Performed troubleshooting and diagnostics of malfunctioning equipment, machinery, tools, and components.
  • Exceeded client expectations with excellent communication skills, keeping them informed throughout the entire resolution process.

Continuous Improvement Data Analyst

Neovia Logistics
12.2011 - 06.2016
  • Conducted regular audits of internal databases to ensure data consistency and compliance with established policies and procedures.
  • Implemented quality control measures for enhanced data integrity, resulting in more accurate insights and recommendations.
  • Managed multiple projects simultaneously while meeting tight deadlines, delivering results on time and within budget constraints.
  • Contributed to a culture of continuous improvement by actively seeking out opportunities for growth and performance optimization within the organization.
  • Enhanced reporting capabilities for better decision-making through meticulous data analysis and presentation.
  • Assisted management in formulating strategic plans based on comprehensive quantitative analysis of historical trends and projections.
  • Optimized business processes for maximum efficiency through rigorous data-driven analysis and recommendations.
  • Trained team members on advanced analytical tools, expanding their skill sets and increasing overall productivity.

Education

No Degree -

East Stroudsburg University
East Stroudsburg, PA

Regents Diploma - Pre-Engineering

Park West High Scool
New York, NY
06.2000

Skills

Network Troubleshooting

Remote Support

Telephone support

Hardware troubleshooting

Problem-solving abilities

Microsoft Windows and Office

Network support

Application installations

Hardware and Software Configuration

Hardware diagnostics

Remote Technical Support

Languages

Spanish
Native or Bilingual

Timeline

Advanced Product Support Specialist

Light & Wonder, Inc.
02.2022 - Current

Field Service Technician II

Light & Wonder, Inc.
03.2019 - 02.2022

Meter Technician

Wellington Energy
06.2018 - 03.2019

Remote Field Technician

Dish Network Corp
08.2016 - 04.2018

Continuous Improvement Data Analyst

Neovia Logistics
12.2011 - 06.2016

No Degree -

East Stroudsburg University

Regents Diploma - Pre-Engineering

Park West High Scool

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Luis A Rivera II