Luis F. Rivera II

LFR 2

Luis F. Rivera II


Prologue

I am a technology enthusiast with a wide range of skills and interests. For fun, I have set up and maintained Web sites, game servers, and CMS software. For work, I have supported users across multiple versions of Windows and OS X. Most importantly, while supporting them, I delivered the highest tier of customer service.

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Super Skills


Experience

Desktop Support Technician
TerpSys January 2013 – Present (8 months) Bethesda, Maryland

I provide technical assistance to a large end-user base via face-to-face and telephone contact on both PC and Macintosh systems. I perform as a technical specialist and diagnostician responsible for troubleshooting, problem solving, and maintaining government systems at NIH. I am responsible for all aspects of systems configuration, performance, and operation.

Genius
Apple September 2011 – January 2013 (1 year 5 months) Columbia, Maryland

I provided insightful advice and friendly, hands-on technical support to Apple customers in need. I needed to quickly diagnose product issues on the spot, explaining situations with patience and empathy. After determining whether repairs can be done or a replacement is needed, I offered solutions to quickly get users up and running again. Even when I was juggling more than one customer, I stayed conscious of their time demands as well as my own.To be the most successful, I had to earn the trust of customers and coworkers alike as I offered guidance, knowledge, and even tips and training.

Family Room Specialist
Apple October 2010 – September 2011 (1 year) Columbia, Maryland

I added all of my skills as a Mac Specialist to be able to diagnose and fix issues experienced by customers with their iOS devices. I needed to diagnose iPods, iPhones, and iPads on the spot while determining the best solution

Mac Specialist
Apple September 2008 – October 2010 (2 years 2 months) Columbia, Maryland

I needed to be highly skilled at uncovering customers’ needs, following through with enlightening solutions. I guided the customers — advising, selling, and even setting up their new products. I did this while performing other roles within the store as well. I helped to maintain Apple’s high visual merchandising standards and assisted team members by serving as a mentor.


Education & Certifications

University of Maryland Baltimore County

Bachelor of Science (B.S.), Management Information Systems and Services 2006 - 2011

Certifications