GovCIO

Gather information concerning the capabilities of Company products; investigate the technical capabilities of Company products and competing equipment and solutions; stay abreast of developments in hardware and software. Generates quantifiable requirements based on customer description, system planning & design and ensures requirements are complied with through formal verification methods. Translates high-level product development strategies into network and system requirement specifications and works with other engineering disciplines to develop lower-level detailed implementation requirements. Establishes and coordinates the development of standards, practices, and procedures related to the overall network and system development. Design interfaces and combine network and system elements to work as a whole. Assesses performance using evaluation criteria and technical performance measures. Customer liaison and support for business development activities and understanding and shaping requirements.

	• Work in a fast-paced environment alongside a team of highly specialized Engineers, providing engineering and implementation action for integration, modernization, and new installations for partner nations and allies in the Southern & European Command areas of responsibilities.
	• Ability to install network equipment, and cabling, in complex data center environments.
	• Provide operation and integration support for a multi-vendor infrastructure, including various routers and switches, vendor firewalls, and vendor servers.
	• Aid senior engineers and the team with routing and switching support with an intermediate understanding of designing, testing, and implementing dynamic routing protocols (both IGP and EGP), a core understanding of layer two technologies and concepts, and familiarity with any of the major vendor CLI (Cisco IoS, JunOS, PanOS) environments.
Configure and manage: MPLS, VLAN, OSPF, BGP, EIGRP, QoS, LAN, WAN, CAN, SAN, IP Multicast, etc.

Jr Network Engineer

United States Air Force

Design, test, install, document, and support network systems, including LAN/MAN/WAN systems on  Both DHA and DoD at the MacDill AFB. (Contracted with Both Abacus Technology and RSC2). Compile and maintain records, reports, and change management logs concerning network performance issues. In addition, I configure and manage switches, routers, WAP, and other network infrastructure equipment. Monitor network traffic and respond to facility hardware and software problems. Interact with vendor support service groups to ensure proper escalation during outages or periods of degraded system performance. Elevate issues to the government lead for support at a Program Management Office level. I maintain and update operating systems, security patches, and upgrades ensuring 99% network up-time during business hours. Manage network Internet Protocol ranges and scopes. Provide technical guidance and monitor information systems operations. Perform system-level design and configuration of products including determination of hardware, operating system, and other platform specifications. Plan large-scale systems projects through vendor comparison and cost studies. Perform various systems engineering tasks and activities that are broad in nature and are concerned with major systems design, integration, and implementation, including, hardware, software, budgetary, and support facilities and equipment. Perform quality assurance review and evaluation of new and existing software products. Perform network and systems operations activities, including computer and telecommunications, etc assist in hiring technical employees, train new hires, drive new projects, host project meetings, and deploy and install Network components. Assigned as the Project Manager for current Network Projects. Besides managing the staff of Various Contractors, I train and assist new hires from any contracting company to develop their skills and enhance their technical performance as a Network Admin.

Lead Network Infrastructure Engineer (Technical Program Manager)

KnowBe4

● Consult with the organization’s customers or end-users regarding the implementation and configuration of KnowBe4’s products to modify it to suit the customer’s needs
● Test and configure KnowBe4’s products and modify it so that it could function in each customer’s unique environment
● Work in conjunction with the Product team to provide feedback or other information needed to enhance KnowBe4’s products
● Consult with customers for new product ideas and enhancements related to the KMSAT console
● Communicate directly with clients or end-users to gather details as needed to fully define issues or new requirements
● Work collaboratively with CSM team to quickly resolve customer’s issues
● Investigate and document technical issues and communicate any trends or patterns to the Research & Development team
● Monitor the ticketing queue to prioritize, allocate and ensure timely resolution of issue reports and change requests
● Apply troubleshooting and problem-solving skills to guide and assist the end-user community on issues related to design, development and deployment of KnowBe4 products
● Investigate and document issue reports and communicate findings to development team or clients as required
● Present technical walk throughs to customers
● Work with the sales reps and CSMs to give demonstrations of the KMSAT console to the customers and/or end-users
● Train customers and end-users on how to best use our training platform including the discussion of best practices to fully deploy the training to its employees
● Attend prospect and customer meetings, supporting the sales team as a KMSAT console subject matter expert
● Work in conjunction with the Product team to provide feedback or other information needed to enhance KnowBe4’s products by consulting with customers for new product ideas and enhancements related to the KMSAT console

Cybersecurity Systems Support

PharMerica

*Remote Support Technician for Laptops, Desktops, and Medical Devices and Pixies machines (Contracted by Apex Systems)
*RDP and VPN set up for WFH customers.
*Support for AS400 iSeries, iBMI medical billing systems.
*Avaya and Mitel Softphone and Hard phone troubleshooting.
*Mobile Iron(iOS and Android) and Email troubleshooting set up for Mobile devices.
*Troubleshoot Citrix, Citrix Storefront, and XenApp, and Citrix Receiver, and Mobil Citrix, and Web access.
*Support for SCS, Docutrack, AWS, ViewMaster Rx, EzMar Paperless, Frameworks, Credits&Returns, Okta, Smart Temperatures for Rx machines, Solar Winds Alert, GoToAssist, GoToMeeting, ADP, and Kronos.
*Network drives mapping and support.
*Streaming support for Teams, WebEx, and Zoom (Headset and Camera set up).
*Software support for Microsoft 2010, 2013, 2016, and O365.
*Network break-fix connection.
*Printer setup (network printers and drivers updates), and order kits and printer equipment.
*Devices Driver updates.
*Browser Set up and Troubleshooting (Chrome, IE, Firefox, and Safari).
*Experienced in Apple, Windows 7, and Win 10 OS.
*Active Directory, Group Policy, and Active Roles experience.
*Service Now ticketing.

Technical Support Analyst

Vology

•	On-site remote technical support, 
*       Dispatching and creating tickets.
•	First response escalations through to completion or next escalation using ticketing through Salesforce (OPUS) and MITEL softphone system
*       Submission of ticketing systems using SNOW.
•	Support Tech’s to troubleshoot devices and best troubleshooting practices.
•	Negotiate counter offers and pricing on technical jobs
•	Respond to escalate requests through emails.
•	Negotiated and coordinated work order with Tata Consulting, StrataCache, CenturyLink, T-Mobile NOC, At&t NOC, Owens Corning, Publix, and Medline Industries

Technical Support Specialist

Tech Data

*Experienced in Active Directory, Microsoft 2016, O365, Project Professional, Visio, Dia, Visual Basic, SharePoint Designer, JavaScript, MAC, Hardware Installation, CTI, Cisco IP Communication, Cisco Finesse, XML, Windows Server 2008 and 2012, Microsoft Exchange Server, Linux, Network Security, Cisco VPN, BitLocker, Citrix Server, SAP, Siebel, and VMware*
On-site, shop and remote technology support actions including performing desktop and laptop build, post-sales break-fix work, projects, migrations, moves/adds/changes, etc.
*Train new hires to execute the required materials*
Working on a variety of hardware products (servers, workstations, etc.) from Dell, HP, Lenovo, firewall products, antivirus and anti-malware software, operating systems, cloud applications, monitoring software, etc.
Work select First Responses escalations through to completion or next escalation.
Maintain reporting, documentation, issue resolution, communication, and client satisfaction.
Essential Activities
Communicate and interact successfully with a diverse customer base to develop rapport and maintain positive interaction.
Maintain high attention to detail.
Work both independently and as a team member.
Probe into and achieve an understanding of a problem or request to offer the most appropriate possible solution.
Travel to client sites to deliver onsite technical support, resolving them expeditiously and professionally
Work with internal and external staff and partners, escalating issues when appropriate
Primary People Contacts
Clients (IT personnel and end-users)
Partner support personnel
Service Desk personnel
Managed Services Team personnel (sales, vCIO’s, leadership, field technical staff, engineering and project staff, administrative team)
Working in a fast-paced environment
Proactive, responsible, & reliable.
Other roles within the company include IT Service Desk Analysts*
Originally Contracted by Kelly Services for about 6 months and eventually hired fulltime.

Desktop Support Analyst

Field Nation

Work part-time as a freelance tech with contract Platforms such as FieldNation ( https://www.fieldnation.com/signup ), WorkMarket ( https://www.workmarket.com ), and OnForce ( OnForce was acquired by WorkMarket in 2017) . Travel to client sites to deliver onsite technical support, resolving them expeditiously and professionally. Completed onsite Projects include Citi group, Peak Systems Inc, and ITI Industries.
*Repairing TV's and LCD's from a variety of manufacturers by replacing Main Board, Power Board, T-Con Board, configuring network and gaming consoles, troubleshooting/ diagnostics of problems and errors. 
*Laptop and PC repairs.
*Troubleshooting Network connections
*Cable management.
*Cable tracing
*Re-imaging OS
*Installing Windows and Drivers
*Avaya and Cisco Phone installation and configuration set up
*Router Installation and Updates

Freelance Technician

Verizon

•	Awarded top representative for Wireless Protection addition, equipment and accessory sales, and Excellent Customer Service in the Five Star program. 
* Train new hires to execute required materials*
•	Provided remote technical support (Tier 1) and troubleshot for Verizon wireless phones, internet connectivity both LAN/WAN, WINDOWS 7 and 8, XP, 3G/4G network, MAC and digital cable services.
•	Analyzed CDMA, GSM using the company’s Global Wizard and ensure global wireless connections with network engineers.
•	Conducted data searches utilizing ATHENA, ACSS, INFO MANAGER, AGENTWEBSTATION, EROS, NETACE, and company’s web site to locate additional resources for problem resolution and design best-option solutions. 
•	Reviewed accounts within the SWITCH and MTAS to sort troubles in user, devices, voice network, and data/video and computer software issues. Operate a PC/Data Terminal to maintain a status of service orders and trouble tickets 
•	Escalated technical issues using REMEDY to appropriate Tier and set accounts for further technical investigation.
•	Managed accounts in both English and Spanish for billing system concerns and worked with upper management to improve wireless customer accounts.
•	Guided customers through expanding their wireless service utilizing innovative new technology devices.
•	Successfully Completed company’s online programs in A+, A+ Essentials and Network+
*Other roles within the company include Help Desk Support, Escalations Desk, Financial Service Analyst, Retention Coordinator, Sales Specialist, and Agent Support. (All roles bilingual support in Spanish and English)*

Bilingual Coordinator Systems Support

Army National Guard

Supported wireless and Technical industry as a bilingual
technical support representative (in English and Spanish) for over
20 years. Technology has always been my passion.
My dream and goals are to become a female executive who will
help change the IT industry. I enjoy reading books focused on
motivation and self-improvement. In 2015, I graduated for the first
time from ITT Technical Institute with an Associate in Network
Systems Administration (which was a life-changing experience). In the year 2019 I graduate with my first Bachelors with a concentration in Business Management. In 2020 I graduated with a Master of Science
in Information Systems from Strayer University (Concentration in
Enterprise Network Management ABOA). In 2021 I achieved my second Master's Degree in Information Assurance with a concentration in Cyber Security. Also in 2021 passed my Security + 601 and CCNA. 
I can see my future growing day
by day. I love to inspire others and appreciate being encouraged in
return. I am a workaholic, fast learner, and independent, with strong
leadership skills. Reliable and willing to work extra hours. I can work
in a team culture without continuous supervision. Creative problem
solver with any scenario. Capable of developing and executing
a technical plan to consolidate, upgrade, and enhancing existing
services.
Project history includes:
· Network Inventory, Network administration and management of multiple Government facilities.
· Relocating workstations, Cisco and Avaya phones and Stacking network devices.
· Troubleshooting and Configuration of wireless devices as well as Firewall.
· Configuring & re-imaging PCs and Lap Tops (OS include XP,
Win 7, 8, 8.5, 10, and MAC).
· Training new hires to execute the required material.

Taplio

Ivelisse Rivera MISM, MSIA, CCNA, Security ce, Secret T3's Linkedin Analytics

Ivelisse Rivera MISM, MSIA, CCNA, Security ce, Secret T3

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