David Rivera
Fontana,CA
Summary
Results-driven IT consultant with 2 years of experience in higher education at California State University, San Bernardino (CSUSB). Proven track record of ensuring compliance with university policies, providing technical support, and managing complex IT problems. Adept at troubleshooting, system administration, and offering excellent customer service to a diverse set of users. Skilled in desktop hardware, software technologies, networking, and MDM solutions such as Intune and Jamf.
Overview
9
9
years of professional experience
Work History
Information Technology Consultant
California State University San Bernardino
04.2024 - Current
- Provide technical support for computer and information systems on campus under guidance from Information Technology Services (ITS) staff
- Administer, maintain, configure, and deploy computer systems for University Hall administrative departments and other ITS-supported areas
- Collaborate with college departments, ITS staff, and student assistant technicians to ensure operational and secure computer systems that comply with campus standards
- Assist in providing customer service to managers and other users for UH administration areas and desktop support skills
- Research new equipment, obtain quotes, and assist in implementing systems as technologies change and new projects arise
- Perform systems administration for numerous mission application servers, including maintaining software updates, packaging specific applications, conducting regular security checks/audits, backing up data, and repairing/replacing hardware as needed
- Ensure employee computers remain updated and maintained
Administrative Support Coordinator-Office Of The Registrar
California State University San Bernardino
12.2023 - 04.2024
- Efficiently manage student records and registration processes, ensuring accuracy and compliance with university guidelines
- Coordinate communication between faculty, staff, and students regarding registration deadlines, course schedules, and academic policies
- Collaborate with other university departments to streamline processes and improve customer service for students and staff
- Proficient in PeopleSoft with familiarity in CSUSB/Higher Education Registration Policies and Processes.
- Experienced in providing customer service within a high-volume office or company.
- Experienced in working with diverse populations encompassing various cultural backgrounds, disabilities, and age groups.
- Strong attention to detail, adept time management skills, and excellent communication abilities (both oral and written).
- Ability to thrive under pressure and meet deadlines consistently.
- Proficient in Microsoft Excel, Word, and PowerPoint.
Desktop Support Technician/Student Assistant
California State University San Bernardino
08.2022 - 12.2023
- Installed, configured, and maintained operating systems, software, and peripheral devices to ensure optimum performance and functionality
- Collaborated with IT team members to resolve complex technical issues and deliver exceptional customer service to end users
- Proficient in diagnosing and resolving routine computer issues, with the discernment to escalate complex problems to higher-level support for streamlined resolution.
- Maintained structured reporting systems, ensuring clear and concise documentation of completed tickets, fostering transparent and organized records of work.
- Exhibited exceptional customer service skills by prioritizing effective communication to empathetically address user concerns, thereby enhancing overall user satisfaction.
- Possessed foundational knowledge of networking and system administration, aiding in the understanding and resolution of tier 1 and tier 2 related issues, bridging the gap between user problems and technical solutions.
- Demonstrated strong problem-solving abilities, effectively recognizing when issues required escalation and routing tickets to the appropriate teams for timely resolution, minimizing downtime for end-users.
- Showcased adaptability by working both independently and collaboratively within a team, ensuring prompt and efficient ticket resolution regardless of complexity or nature.
Help Desk-Student Assistant
California State University San Beranrdino
08.2022 - 12.2022
- Provided technical support and assistance to students with software and hardware issues
- Troubleshot and resolved basic connectivity issues for computers and printers
- Assisted in the setup and configuration of software and devices for student use
- Escalated complex technical issues to appropriate resources for prompt resolution
- Delivered excellent customer service by addressing inquiries and concerns in a timely and professional manner
Customer Service Specialist
Crown Toyota
08.2015 - 12.2022
- Resolved customer inquiries and complaints efficiently and effectively, maintaining a high level of professionalism at all times
- Collaborated with cross-functional teams to streamline processes and improve overall customer service experience
- Built and maintained strong relationships with customers to ensure repeat business and positive word-of-mouth referrals
- Maintained cleanliness and organization of parking area
- Communicated effectively with team members and hotel staff to ensure smooth operation
- Followed all safety protocols and procedures to prevent accidents and damage
Education
Bachelor of Science - Information Technology-Cyber Security
California State University San Bernardino
San Bernardino05-2023
Skills
- Provide coordination to multiple and varied projects of a complex nature
- Assist in maintaining an updated training handbook
- Proficiency in desktop hardware, printers, applications, and software technologies
- Foundation knowledge and skills in technical information systems and application program packages
- Ability to develop processes to test, evaluate, and recommend the use of computing technologies
- Ability to provide user consultation support and communicate effectively with stakeholders
- Professional experience working in a higher education environment
- Coordinate clerical and administrative support functions for the unit
- Assist in delegating and monitoring student assistant workload
- Provide excellent customer service by greeting guests and screening visitors and callers
- Assist and troubleshoot complex records and registration issues
- Apply FERPA regulations and identify Red Flags
- Patience and well-developed interpersonal relations skills
- Ability to recognize problems, identify possible causes, and refer to appropriate party for resolution
Timeline
Information Technology Consultant
California State University San Bernardino
04.2024 - Current
Administrative Support Coordinator-Office Of The Registrar
California State University San Bernardino
12.2023 - 04.2024
Desktop Support Technician/Student Assistant
California State University San Bernardino
08.2022 - 12.2023
Help Desk-Student Assistant
California State University San Beranrdino
08.2022 - 12.2022
Customer Service Specialist
Crown Toyota
08.2015 - 12.2022
Bachelor of Science - Information Technology-Cyber Security
California State University San Bernardino
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