Summary
Overview
Work History
Education
Skills
Timeline
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Reinier Rivera

Tampa,FL

Summary

With experience in various technical environments, I excel in providing analytical support and troubleshooting services to optimize system and equipment performance. I have a proven track record of diagnosing and resolving complex issues, delivering exceptional customer service, and ensuring user satisfaction. My expertise includes implementing and integrating technologies, and I possess excellent analytical and problem-solving skills. I am a valuable asset for enhancing operational efficiency and minimizing downtime in any technical setting.

Overview

11
11
years of professional experience

Work History

Technical Support Analyst

Nielsen
03.2016 - Current
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Generated reports to track performance and analyze trends.
  • Tested new software and hardware prior to deployment.
  • Configured and tested new software and hardware.
  • Researched and identified solutions to technical problems.
  • Offered assistance in implementing and developing training programs.
  • Analyzed data to identify root causes of problems and recommend corrective actions.
  • Created data models to support decision-making processes.
  • Run reports in dashboards to monitor, analyze metrics, and KPIs.
  • Installed hardware, software and digital components for customers.
  • Prepared and delivered instructor-led training sessions for virtual product suite.
  • Strong hands-on experience with Sales Force, Service Now, and Avaya data
    warehousing, dashboarding and reporting, involving large datasets and multiple data
    sources.

Bilingual Inbound Video Customer Service Represent

Nielsen
03.2015 - 03.2016
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Trained new personnel regarding company operations, policies and services.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Increased efficiency and team productivity by promoting operational best practices.

Bilingual Research Interviewer

Nielsen
03.2014 - 03.2015
  • Practiced exceptional customer service and telephone techniques and followed strict guidelines for obtaining consistent, unbiased data.
  • Edited completed interview questionnaires for completeness, legibility and accuracy with reference to bilingual content when applicable.
  • Collaborated closely with others to develop new surveys and questionnaires, test survey links and proofread documentation.
  • Reviewed, classified and recorded survey data in preparation for computer analysis.
  • Entered responses from survey participants into internal database using Excel to later compile reports or conduct analysis.
  • Conducted interviews with participants to assess eligibility.
  • Collected, coded and entered study information into databases, assisting in data compilation.

Education

Associate of Science - Criminalistics

Hillsborough Community College
Tampa, FL

High School Diploma -

Leto High School
Tampa, FL
06-2014

Skills

  • Customer experience management
  • Hardware upgrades
  • Remote desktop services and support
  • Application installations
  • Technical troubleshooting
  • Provide technical support for software
    applications and operating systems
  • Bilingual (Spanish)
  • Ability to manage multiple tasks with
    frequent interruptions, occasionally in
    urgent situations

Timeline

Technical Support Analyst

Nielsen
03.2016 - Current

Bilingual Inbound Video Customer Service Represent

Nielsen
03.2015 - 03.2016

Bilingual Research Interviewer

Nielsen
03.2014 - 03.2015

Associate of Science - Criminalistics

Hillsborough Community College

High School Diploma -

Leto High School

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Reinier Rivera