Summary
Overview
Work History
Education
Skills
Timeline
Generic

Raul Rivera

Harlingen

Summary

Detail-oriented U.S. Military veteran and IT professional with expertise in technical troubleshooting, data analysis, and application support. Skilled in triaging tickets, documenting workflows, and providing at-the-elbow user support during system go-lives. Brings hands-on experience with healthcare IT systems, Service Desk practices, and data-driven reporting. Master’s in Data Analytics, with strong proficiency in SQL, Python, and enterprise applications. Adept at collaborating with diverse teams and ensuring end-user satisfaction through clear communication and effective issue resolution.

Overview

23
23
years of professional experience

Work History

Postal Support Employee

USPS
Brownsville
08.2025 - Current
  • Operate automated systems and troubleshoot sorting/scanning equipment to maintain workflow accuracy.
  • Provide front-line customer support, ensuring resolution of technical and process-related issues.
  • Maintain compliance with federal security and safety standards while processing high volumes of mail.
  • Assisted customers with inquiries and provided exceptional service.
  • Sorted and organized incoming mail for efficient distribution.
  • Collaborated with team members to streamline workflow processes.
  • Resolved customer complaints promptly and effectively to enhance satisfaction.

Data Analyst (Consultant)

Interapt
San Antonio
09.2021 - 10.2021
  • Improved financial reporting accuracy for a major bank by troubleshooting data mapping issues across multiple databases.
  • Utilized SQL and Power BI to validate, visualize, and report data for Federal Reserve submissions.
  • Documented workflows and corrected deficiencies in quarterly regulatory reporting processes.
  • Analyzed large datasets to identify trends and insights for client projects.
  • Collaborated with cross-functional teams to define project requirements and objectives.
  • Conducted data cleaning and validation to ensure accuracy of analysis results.
  • Presented findings and recommendations to stakeholders in clear, understandable formats.
  • Assisted clients in implementing data-driven strategies for business improvement initiatives.

Subrogation Adjuster

Fred Loya Insurance
San Antonio
06.2021 - 08.2021
  • Investigated, analyzed, and triaged over 200 complex liability claims, escalating unresolved issues to specialized teams.
  • Conducted database research (LexisNexis, ISO) to validate claims and support dispute resolution.
  • Recommended process changes to improve data tracking and claims reporting.
  • Investigated claims to assess damages and verify coverage details.
  • Collaborated with clients to gather necessary documentation for claims processing.
  • Communicated findings and recommendations clearly to clients and stakeholders.
  • Managed a high volume of claims while ensuring compliance with company policies.

Law Enforcement Information Systems Specialist

DHS
Olmito
12.2020 - 02.2021
  • Provided real-time technical and analytical support by monitoring databases, video, and sensor systems.
  • Triaged actionable alerts, escalating high-priority events to field teams.
  • Produced detailed intelligence reports for inter-agency collaboration.
  • Managed network infrastructure and ensured system security compliance.
  • Provided technical support for software and hardware issues across departments.

Service Analyst

Texas Health & Human Services
Harlingen
03.2019 - 08.2020
  • Delivered technical and case support for over 250 clients monthly using case management systems.
  • Triaged and resolved application/system issues while maintaining compliance with state and federal standards.
  • Entered and verified data with 102% accuracy rating for six consecutive months.
  • Managed client inquiries and provided timely support solutions.
  • Coordinated with stakeholders to align services with community needs.
  • Developed and maintained relationships with clients to ensure customer satisfaction.
  • Maintained customer service database by recording customer interactions and transactions, updating accounts information, and regularly filing documents.

Application Analyst

Prime HealthCare
Harlingen
08.2017 - 02.2018
  • Supported healthcare application users during system optimization and go-live events.
  • Triaged, documented, and escalated incidents while ensuring workflow continuity.
  • Collaborated with IT and clinical staff to troubleshoot and test applications, ensuring compliance with healthcare regulations.
  • Trained end-users on application utilization and documented knowledgebase guides.
  • Supported end-users by troubleshooting software issues and providing solutions.
  • Implemented software updates and patches to enhance system functionality.
  • Troubleshot existing applications and identified areas for improvement or enhancement.
  • Designed, built, tested and supported new applications and modules for client service line.
  • Provided technical support for applications and users.

Operations Director

U.S. Army
Global
10.2002 - 10.2011
  • Directed operations, logistics, and IT systems for teams of up to 20 personnel.
  • Managed accountability of $1M+ in sensitive equipment and calibrated specialized instruments.
  • Developed and delivered technical training and documentation, improving operational readiness.
  • Conducted inspections, troubleshooting, and maintenance of systems under high-pressure conditions.
  • Coordinated training programs to enhance team performance and skills.
  • Managed day-to-day operations of a large staff in multiple departments.
  • Resolved customer service issues in a timely manner while maintaining high levels of customer satisfaction.
  • Worked with management team to develop operational goals aligned with business strategy.
  • Provided leadership and guidance to subordinate managers and supervisors.

Education

Master of Science - Data Analytics

University of Texas At San Antonio
San Antonio
08-2017

Associate of Science - Biology

Texas State Technical College
Harlingen, TX
05-2016

Bachelor of Science - Multidisciplinary

University of Texas At Brownsville
Brownsville
12-2013

Skills

  • IT helpdesk and service desk support
  • Ticket triage and escalation
  • Team collaboration
  • Customer support
  • Data analysis
  • Problem solving
  • Knowledgebase documentation
  • Technical troubleshooting
  • Healthcare application exposure
  • ServiceNow expertise
  • Case management systems
  • Data analysis and SQL
  • Python programming
  • Excel and Power BI proficiency
  • Process documentation and optimization

Timeline

Postal Support Employee

USPS
08.2025 - Current

Data Analyst (Consultant)

Interapt
09.2021 - 10.2021

Subrogation Adjuster

Fred Loya Insurance
06.2021 - 08.2021

Law Enforcement Information Systems Specialist

DHS
12.2020 - 02.2021

Service Analyst

Texas Health & Human Services
03.2019 - 08.2020

Application Analyst

Prime HealthCare
08.2017 - 02.2018

Operations Director

U.S. Army
10.2002 - 10.2011

Master of Science - Data Analytics

University of Texas At San Antonio

Associate of Science - Biology

Texas State Technical College

Bachelor of Science - Multidisciplinary

University of Texas At Brownsville

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