Michael Rivera
Hamilton,NJ
Summary
Experienced Technical Operations Professional with a strong background in leadership and strategic planning, gained through military service. Demonstrated ability to effectively lead diverse teams and manage complex operations in high-stress environments. Skilled in making critical decisions and efficiently allocating resources to achieve optimal results. Committed to delivering excellence and driving success in every endeavor.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Information Technology Analyst
Comcast
10.2023 - Current
- Led a successful migration from legacy systems to modern platforms with minimal disruption, streamlining operations across departments.
- Evaluated emerging technologies to identify potential opportunities for business expansion or process improvement.
- Implemented security protocols and conducted regular audits, resulting in a 25% decrease in security breaches and vulnerabilities.
- Collaborated closely with cross-functional teams to address technology-related challenges impacting other departments within the organization effectively.
- Improved customer satisfaction by providing timely and accurate IT support services.
Senior Communications Technician – CT4
Xfinity (Comcast)
08.2016 - 10.2023
- Demonstrated expertise in troubleshooting and resolving complex technical issues related to Xfinity products, including X1 video, Internet, Digital Voice, and IoT network devices
- Cultivated strong customer relationships, resulting in a 100% satisfaction Net Promoter Score, and ensuring continued business success
- Collaborated with cross-functional teams to develop and implement operational excellence standards, resulting in a 15% increase in efficiency and productivity
- Managed and completed multiple projects, including system upgrades, installations, and network expansions, within designated timelines, ensuring seamless service delivery for Xfinity customers
Signal Support Specialist (25U)
N.J. Army National Guard
03.2009 - 03.2022
- Handled all troubleshooting tasks for signal support services, which included radio, wire and battlefield automated systems.
- Supported mission objectives by designing and implementing custom communication packages tailored to specific operational needs.
- Maximized system performance, troubleshooting complex network issues to restore connectivity quickly during critical situations.
- Increased efficiency in equipment management, conducting inventory and maintenance checks on assigned communication assets.
- Safeguarded sensitive information through diligent COMSEC account management, ensuring proper handling of classified materials and encryption devices.
Technology Sales Supervisor
Staples, Inc.
07.2010 - 08.2016
- Supervised a team of Easy-Tech associates, achieving a 20% increase in customer satisfaction scores through effective management and coaching
- Implemented operational improvements in the Easy-Tech department, resulting in a 15% reduction in customer wait times and a 10% increase in service efficiency
- Developed and delivered comprehensive training programs for Easy-Tech associates, resulting in a 25% improvement in technical skills and product knowledge
- Led the successful launch of new service offerings, such as computer optimization and virus removals, resulting in a 25% increase in revenue for Tech services
- Led projects utilizing the Principle of Reciprocity and Scarcity, resulting in a 25% increase in product visibility and a 15% boost in sales conversion rates
Signal Support Specialist (25U)
U.S. Army
07.2014 - 07.2015
- Deployed with NATO forces to Kosovo (Balkans), providing critical signal support for joint multinational operations, resulting in a 20% improvement in communication reliability
- Coordinated with international counterparts from NATO nations, fostering strong relationships and facilitating seamless interoperability, resulting in a 15% improvement in joint mission coordination
- Led projects to upgrade and maintain communication infrastructure for Tactical Operations Center (TOC), reducing downtime by 30% and increasing signal coverage by 25%
- Conducted regular equipment inspections and preventive maintenance, ensuring 100% functionality and reliability of communication systems in challenging overseas environments
- Implemented robust communication security measures, including encryption protocols and secure transmission, resulting in a 40% decrease in potential security breaches and unauthorized access to sensitive data
Education
Bachelor of Science - Information Technology
University of Phoenix
Tempe, AZ10.2024
Skills
- IT Asset Management
- Signal Intelligence
- Advanced troubleshooting
- Verbal and written communication
- Strategic Planning
- Project Management
- Information Security
- Operational planning
Certification
- (ISC)² Cybersecurity Candidate, Pursuing
- Google Cybersecurity, Pursuing
- IBM IT Project Management, Pursuing
- Google Project Management, 04/01/23
- Google IT Support Professional, 03/01/22
Languages
English
Native or Bilingual
Timeline
Information Technology Analyst
Comcast
10.2023 - Current
Senior Communications Technician – CT4
Xfinity (Comcast)
08.2016 - 10.2023
Signal Support Specialist (25U)
U.S. Army
07.2014 - 07.2015
Technology Sales Supervisor
Staples, Inc.
07.2010 - 08.2016
Signal Support Specialist (25U)
N.J. Army National Guard
03.2009 - 03.2022
- (ISC)² Cybersecurity Candidate, Pursuing
- Google Cybersecurity, Pursuing
- IBM IT Project Management, Pursuing
- Google Project Management, 04/01/23
- Google IT Support Professional, 03/01/22
Bachelor of Science - Information Technology
University of Phoenix
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