Desktop PC Support Analyst in Cleveland Akron OH Resume Darren Riva

Darren Riva Akron, OH 44313 330.864.4274 ∣ [email protected]

https://www.linkedin.com/in/darrenriva

Desktop Integration Analyst Versatile, motivated Desktop Analyst with significant technical and customer support roles exceeding performance expectations, completing projects under strict deadlines and playing a key role in providing both technical and customer support. Self-driven, “Hands-on” philosophy with ability to others in order to achieve best performance throughout pre-set processes with meticulous emphasis on total quality, customer satisfaction and profitability.

AREAS OF STRENGTH AND TECHNICAL SKILL         

Project Management Inventory Control Hardware & Software Support Windows XP/7/10 Computer Hardware IT Service Manager / HP Service Manager SCCM 2007/2012 Citrix GoToAssist Active Directory

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Customer Service Productivity Enhancement Vendor Management & Negotiations Staff Management & Development ITIL WinZip Lync 2010 Office 2010 Avaya VoIP phone configuration

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Troubleshooting Quality Control Process Improvement Strategic Planning Disaster Recovery Microsoft USMT MS Server 2003/2008

PROFESSIONAL EXPERIENCE 1985 to 2015

Allstate, Hudson OH

Feb 1998 to Aug 2015 Desktop Integration Analyst Provided critical on-site hardware and software pc desktop, laptop, end user phone, tablet and network printer support for 1200 clients at the Allstate Hudson Data Center. Key Accomplishments:  Key collaborator in the development and implementation of an on-line ticketing system which specifically categorized PC issues and assigned to appropriate team member subsequently improving the overall efficiency of ticket distribution. Combined new on-line system with cross-training of key employees resulting in a reduction in staff from 8 to 2 and significantly improved costs and increased company revenue.  Worked as part of a team to develop a personalized support for key business clients in rd which complex pc hardware and software issues were escalated to 3 level application support teams, or to hardware vendors. Received performance bonus for directing the Windows XP rollout for the Allstate National Claims Service Center covering 500 employees/pcs over a 4 month period.  Collaborated with home office and call center teams across the country to roll-out Office 2010 and Internet Explorer 8 to several thousand desktop pcs  Earned performance bonus in 2009 for involvement with office move of 200 employees.  Directly involved with negotiating service contracts with phone vendors based on service level agreements. Negotiated swapping out of equipment for over 1500.  Directed Windows 7 desktop imaging rollout.  Successfully implemented Microsoft User State Migration tool into client backup process  Actively engaged with periodic changes to VPN technology and Microsoft Computer Management and Active Directory Tools  Consistently recognized as a stand-out delivering high quality customer service.

Darren Riva

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May 1991 to Feb 1998 Associate Analyst, Network Professional Worked as key member of 3 person team to manage employee workstation environments which consisted of fixed function terminals, controllers housed on mainframe, and phones. Oversaw the management of hardware, software, and data communication expenses for data center.

Key Accomplishments:  Utilized SAP to track inventory across entire region. Identified and corrected inventory discrepancies between SAP/Netman and implemented bar code scanning process to record serial number and compare to physical inventory. Achieved 98% inventory system reconciliation, correctly planned and allocated CRE costs within 2% over/under budget. Dec 1985 to May 1991 Computer Operator Managed all computer related issues for nightly alert premium and claims batch processing schedule, printing reports, performing mainframe system IPL and CICS online application restores. Key Accomplishments:  Reduced nightly batch cycle processing time by analysing job processing schedule to determine specific input sources. Identified 10% of jobs that could be combined to streamline process while producing the same output effectively improving the efficiency of the night schedule and allowing for quick retrieval of online information as well as claims and premium payments to be made next day.

EDUCATION Bachelor of Arts, Mathematics, Computer Science, University of Cincinnati, Cincinnati, OH Certified, ITIL Foundations