Nathan Rivera
Linden,TN
Summary
Agile Technical Support Engineer adapts to providing service via phone, email, remote desktop systems and more. Committed to successfully resolving all issues and complaints to support business continuity and operational throughput. Dynamic manager of company-wide technical health and technological integrity.
Overview
8
8
years of professional experience
Work History
Technical Support Engineer
Safe Network Solutions
Nashville, TN
08.2023 - 01.2024
- Designed and executed solutions for off-grid networking and surveillance setups, incorporating solar-powered equipment to support the operation and energize onsite networking tools and long-distance point-to-point communications
- Established efficient management protocols for site maintenance schedules and implemented proactive upgrades for aging equipment
- Led the design and scoping of installation requirements for new sites, coordinating project planning and collaboration between Safe Network Solutions and the Elephant Sanctuary
- Proficiently employed Connectwise for ticketing, reporting site maintenance issues, and overseeing project scopes and requirements
- Managed an intricate network infrastructure covering 3200 acres of land and multiple sites across the Elephant Sanctuary.
- Utilize Microsoft Azure Active Directory, and Microsoft Entra ID to manage, and maintain users, and workstations as required.
- Developed documentation of the Sancruary's technical environment including network topology diagrams and asset inventories.
Research & Development Engineer
Sumuri
Magnolia, DE
09.2022 - 07.2023
- Established and implemented new design standards for workstations and servers to address the evolving requirements and challenges faced by government agencies
- Created and streamlined media pipeline and marketing assets to enhance public outreach and awareness efforts
- Built an asset library using tools like Substance Painter and Blender for use in marketing
- Developed custom software solutions using cutting-edge tools to deliver innovative customer experiences.
Senior Technical Support Engineer
Circle Systems
Bristol, TN
03.2022 - 09.2022
- Created a dynamic and immersive website along with a customer-facing support forum utilizing the capabilities of Wordpress and Oxygen
- Engineered and seamlessly integrated cutting-edge systems aimed at optimizing customer support operations, yielding expedited and highly efficient support processes
- Devised and executed a strategic troubleshooting workflow, seamlessly integrated with Salesforce, leading to a notably enhanced and effective support process
- Assumed supplementary responsibilities beyond the designated job scope, actively contributing to the successful public launch of a startup enterprise.
Augmented Reality and 3D Art Developer
Apple
Sunnyvale, CA
06.2020 - 11.2020
- Proactively demonstrated an advanced skill set encompassing 3D modeling, texturing, lighting, and rendering techniques
- Produced high-fidelity 3D assets meticulously tailored for augmented reality applications
- Led the development and meticulous management of the end-to-end pipeline for 3D asset creation, encompassing proficient handling of modeling, texturing, and implementing physically based rendering techniques
- Engaged in seamless collaboration with developers and designers, ensuring precise alignment of assets with their vision and expectations
- Showcased a formidable array of artistic talents, adeptly encompassing composition, lighting, and color theory, manifesting in exceptional visual creations.
Technical Support Engineer
Wholefoods
San Francisco, CA
01.2020 - 06.2020
- Oversaw and upheld Wide Area Networks, switches, and servers essential for the optimal functioning of stores, ensuring uninterrupted store operations and network reliability
- Oversee network performance and security, adeptly identifying and proactively addressing potential vulnerabilities and threats
- Assumed the role of the primary point of contact for all computer and system-related inquiries from clients and colleagues, displaying a strong sense of ownership by promptly addressing and resolving issues to ensure exceptional service delivery
- Proficiently managed and maintained Active Directory services, encompassing Wide Area Networks, switches, and servers critical to store operations, guaranteeing uninterrupted functionality and network reliability for multiple locations across the San Francisco region.
Software Support Engineer
Autodesk
San Rafael, CA
09.2016 - 09.2019
- Leveraged Salesforce as a comprehensive tool to thoroughly document and diagnose client issues, ensuring timely and efficient identification and resolution of all concerns
- Conducted thorough troubleshooting for Windows, Mac OS, and Linux-based issues, encompassing both client-side and server-side applications
- Demonstrating adeptness in resolving technical challenges across diverse operating environments
- Provided precise software guidance by promptly addressing inquiries concerning functions, features, and usage of Autodesk software, ensuring customers achieved effective and proficient utilization of the software.
Technical Support Consultant
Redshift Business Networks
Novato, CA
08.2015 - 03.2016
- Engaged in meetings with clients to discern network and hardware requirements, defining the project scope to ensure a clear and well-defined path for successful project execution
- Formulated requirements for network infrastructure, surpassing the clients' needs while operating within the confines of the project scope and budget, to deliver optimal solutions that align with their objectives
- Assist in the deployment and configuration of new software and hardware, ensuring compatibility and security compliance.
Education
Bachelor of Science - Computer Information Systems
Devry University
Fremont, CA09-2017
Full Stack Development Bootcamp -
Revature
Skills
- Operating Systems: Windows, MacOS, Linux
- Helpdesk Support
- Hardware and Software Troubleshooting
- Remote Desktop Support
- User Training and Onboarding
- Ticketing Systems: Salesforce, Zendesk, Jira, Connectwise
- Server Management Storage Solutions
- Active Directory Management
- Technical Documentation
- System Troubleshooting
- Training Material Development
Languages
English
Awards
Dean's list: Academic achievement.
Projects
Mechwarrior Living Legends - 3D Artist
Timeline
Technical Support Engineer
Safe Network Solutions
08.2023 - 01.2024
Research & Development Engineer
Sumuri
09.2022 - 07.2023
Senior Technical Support Engineer
Circle Systems
03.2022 - 09.2022
Augmented Reality and 3D Art Developer
Apple
06.2020 - 11.2020
Technical Support Engineer
Wholefoods
01.2020 - 06.2020
Software Support Engineer
Autodesk
09.2016 - 09.2019
Technical Support Consultant
Redshift Business Networks
08.2015 - 03.2016
Bachelor of Science - Computer Information Systems
Devry University
Full Stack Development Bootcamp -
Revature
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