Emmanuel Rivera

• Enhanced team performance by providing regular coaching, training, and performance feedback to 23 staff members across NSW.
• Collaborate with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals, achieving team commendations for ICT support to NSWPF during times of emergency crisis such as the fires, floods and pandemic from 2019 to 2022.
• Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
• Promote a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
• Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety through hardware, platform and systems enablement to work from home for an end user baseline of twenty thousand across NSW.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement which has seen the promotion of no less than 13 employees within the team and company.

IT Support & Administration Responsibilities

• Level 1 & 2 Support: Phone-based and client-facing assistance
• Active Directory Admin: User account creation, modification, and removal
• Hardware: PC builds, imaging (ghosting), and maintenance
• Software: Install, support & troubleshooting across various applications
• VOIP Support: Cisco Call Manager backend management
• Network/Datacoms: Maintenance and administration
• Backup Management: Daily tape backup procedures and upkeep
• Office & Vendor Admin: Procurement, asset tracking, and office support
• Service Desk: Problem tracking and resolution via Ops Manager

Technologies & Systems Used

• Operating Environment: Windows XP
• Productivity Tools: MS Office & Outlook (2003 & 2007), Exchange 2003
• Communication & Case Systems: IPFX, Sirius I & II, Navigator (FINEOS), TRIM (Tower)
• Service Desk Tools: Ops Manager – Service Desk
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• Key responsibility was to interpret and implement client ICT and business requirements.
• Quantify and qualify business solutions within a given project scope.
• Develop and implement technical solutions in a timely and cost-effective manner.
• Coordinate and manage various technical and non-technical resources across various departments within ED.
• Act as bridge or hub between clients and technical teams of EDS to deliver cost effective and practical solution to client’s requirements, while managing client expectations.

Core functions have included:

• Client requirement analysis
• Creation of technical solutions to deliver client requirements
• Forecasted and actual costing analysis of technical solutions
• Scheduling and forecasting of project events, critical time lines and resources
• Organisation of client and team meetings
• Co-ordination of project team members - both technical and non-technical
• Creation of implementation plans
• Management of actual project implementation
• Management of procurement for new technology, hardware and software
• Crisis management as part of the project execution process
• Management for the completion of all deliverables within the project scope
• Closedown and sign-off for projects within the scheduled timeframes
• Project analysis for milestone issues and quality purposes

• Field Support Systems Administrator involved variety of technical support functions and responsibilities in both project coordination and implementation, and day to day business operations.

Core functions:

• Ongoing technical support across several accounts which have included CBA, Colonial First State, Caltex, TCNZA and EDS internal
• Desktop/Laptop Support and Troubleshooting on various platforms, XP environment most recent.
• Server Support /Troubleshooting and general backups.
• WAN/LAN Network Support
• Technical leader and secondary technical support role on various projects for relocations, refresh assignments, installations and server upgrades.
• Coordination of various departments’ responsibilities within scope of service request and tasks.
• Diagnostics, troubleshooting and implementation of technical resolutions with the overview of the end to end process
• Ongoing client liaison, education and training
• Workflow scheduling among both clients and within internal teams
• Day to day administration of end to end workflow process and outcomes
• Server management and disaster recovery process management
• Data management, backup and restoration
• Technologies used include: Microsoft SQL Server 2000, Arcserve 2000 and NT backups, Microsoft Visio 2000, Microsoft XP, 2000, NT, MS98, MS95, Office suite 97, 98, 2000, 2002, 2003, Project Standard and Project Professional, Access 97, 2000, 2003, Adobe Reader, Writer, Standard and Professional, Lotus Notes, Microsoft Exchange and Microsoft Outlook 97, 2000, 2003

• After commencing employment with EDS as a Help Desk Analyst, I was promoted to the role of Team Supervisor after approximately six months. As Team Supervisor I management up to forty staff members of a 24/7 technical support desk for various CBA accounts, nationwide ATMs, EFTPOS facilities and other Help Desks platforms.

Core functions included:

• Creating, managing and maintaining a 24/7 rotating shift-work calendar and environment
• Supervise and oversee helpdesk support function of forty staff members
• People care, counseling, motivation and call monitoring for staff performance quality assurance
• Career development including staff reviews and implementation of individual key performance indicators
• Development and implementation of staff incentive programs
• Introduction of new technologies and innovations within the help desk environment
• Creation of more efficient processes in collaboration with other team leaders and management
• Maintain operational service level agreements via to satisfactory levels
• Escalation point for technical support service
• Coordination of resources across separate help desks within the department
• Initiation and moderation of monthly team meetings among both team leaders and personal team
• Staff training and orientation
• Day to day administration of all help desk matters including financials, personnel matters such as leave and roster rotation, and payroll
• Maintain and support bank security for ATMs nationwide
• Technologies used include: Microsoft Visio 2000, Microsoft 2000, NT, MS98, MS95, Office suite 97, 98, 2000, Project Standard and Project Professional, Access 97, 2000, Adobe Reader, Writer, Standard and Professional, Microsoft Exchange and Microsoft Outlook 97, 2000, ATM and POS mainframe applications, SAP and Peoplesoft, Aspect Help desk phone system

• My role at Standards Australia, and its subsidiary Quality Assurance Services, focused on the coordination of accounts for month-end and year-end processing culminating in the creation of financial reports for both public release and for internal board-members.
• My core functions included:
• Financial service to both internal customers from Standards Australia and internal customers from Quality Assurance
• Preparing month to month general ledger accounts
• Entering monthly journals and adjustments in the accounting system
• Preparation of profit and loss statement, and monthly balance sheets via coordination of various departments
• Preparation of monthly company reports for inclusion in company prospectus
• Creation and maintenance of financial spreadsheets
• Maintenance of fixed asset register
• General and management accounts enquiries
• Management of output from Accounts Receivable, Accounts Payable, Payroll, Inventory, Cash Sales and Expense
• Staff training on various financial and IT packages
• Quality Assurance officer responsible for ensuring adherence to company quality procedures and preparation for Quality Assurance audits
• Technologies used include: Prophecy Financial System, Max Asset Registry System, Crystal Reporting, Windows 95, 98, Office Suite 97, particularly Excel and Word, Outlook 98