Reno Rivera
Quincy,MA
Summary
Detail‑oriented IT Support Lead with 10+ years of hands‑on experience supporting enterprise environments across Mac, Windows, and mobile ecosystems. Known for expert-level troubleshooting, process optimization, and technical mentorship. Adept at managing device deployments, improving support workflows, and delivering exceptional end‑user experiences in fast‑paced, global organizations.
Overview
11
11
years of professional experience
Work History
Senior IT Support Engineer
Woodard & Curran
Canton, MA
05.2022 - 05.2025
- Configure and manage enterprise computer systems, telephony access, and user accounts across the organization.
- Install, repair, and optimize hardware and software to maintain system reliability.
- Provide Tier 2–3 support for complex issues involving desktops, mobile devices, and enterprise applications.
- Guide users through troubleshooting and ensure timely resolution of technical issues.
- Analyze support trends and recommend improvements to enhance service delivery.
- Mentor junior technicians and lead training initiatives to elevate team capabilities.
- Develop training programs and documentation to support organizational technology adoption.
- Identify and implement process efficiencies across IT systems and workflows.
- Provide technical consultation to IT leadership and cross‑functional teams.
Desk-side Technician (Mac)
Moderna
Cambridge, MA
08.2021 - 05.2022
- Subject matter expert for Apple ecosystems including Mac hardware, imaging, and application deployment.
- Manage Apple device enrollment (Mac & iOS) using AirWatch, including packaging, deployment, and inventory.
- Support mobile device provisioning through AT&T Premier and corporate mobility workflows.
- Provide technical support for laboratory systems, coordinating with vendors for specialized hardware/software.
- Execute onboarding and offboarding processes ensuring seamless user transitions.
- Configure Cisco conference room systems and maintain room calendar integrations.
- Create and maintain knowledge base articles to standardize team processes.
- Support global teams across Korea, Japan, Spain, Switzerland, and additional regions.
Desktop Support Technician
Monster Worldwide Inc.
Weston, USA
08.2019 - 08.2021
- Deliver high‑level desktop support with specialization in macOS and cross‑platform environments.
- Install and configure hardware/software to meet user and organizational specifications.
- Test and validate system configurations to ensure optimal performance.
- Troubleshoot hardware and software issues using structured problem‑solving methodologies.
- Research emerging technologies to support continuous improvement.
- Collaborate with lead technicians on complex technical challenges.
- Develop knowledge base content for macOS troubleshooting and application support.
- Test new applications and packages to identify bugs and compatibility issues.
Genius Administrator
Apple, Inc.
Boston, Massachusetts
03.2014 - 11.2019
- Managed all in‑store repair operations and served as liaison with remote repair facilities.
- Collaborated with internal IT teams to maintain store network and equipment functionality.
- Supervised Genius Bar technicians including scheduling, coaching, and workflow management.
- Oversaw repair room inventory and ensured compliance with Apple standards.
- Diagnosed hardware/software issues across all Apple product lines.
- Identified emerging product issues and escalated findings to prevent widespread impact.
Education
Bachelor of Science - Cyber Security
Southern New Hampshire University
Manchester, NH05.2029
High School Diploma -
Snowden International High
Boston, MA05-2013
GED -
Somerville High School
Somerville, MA02.2012
Skills
Software, Tools, and Operating Systems
- Office 365 Suite, iWork, Adobe Suite
- Active Directory, Azure AD, Exchange Admin, Teams Communication Admin
- Teams Meeting Room Admin Console
- Google Admin
- JAMF Pro, Intune, AirWatch
- ServiceNow, Splunk, Carbon Black
- Cisco Secure Client, Webex Admin
- Zscaler, RSA Console
- VirtualBox, SSCM, LogMeIn
- Okta Admin, PingID
- Vivantio, FreshDesk
- macOS 106
- Windows XP
- Windows Server 2019
- Ubuntu Linux
Languages
- Fluent Spanish
- Beginner Japanese
Timeline
Senior IT Support Engineer
Woodard & Curran
05.2022 - 05.2025
Desk-side Technician (Mac)
Moderna
08.2021 - 05.2022
Desktop Support Technician
Monster Worldwide Inc.
08.2019 - 08.2021
Genius Administrator
Apple, Inc.
03.2014 - 11.2019
Bachelor of Science - Cyber Security
Southern New Hampshire University
High School Diploma -
Snowden International High
GED -
Somerville High School