Open to opportunities

Samuel Rivera

@samuelrivera

IT Support Specialist and Junior Cybersecurity Analyst focused on fast troubleshooting and proactive cyber risk reduction.

Dominican Republic

Message

What I'm looking for

I’m looking for a team where I can deliver Tier 1 support, strengthen access security with MFA/credentialing, and keep improving systems through proactive risk management—while building deeper cloud and cybersecurity expertise.

I’m an IT Support Specialist skilled at resolving complex technical issues while managing the IT asset lifecycle. In my remote Tier 1 helpdesk work, I supported 24/7 operations by delivering hardware, software, and network support, troubleshooting proprietary POS (Point-of-Sale), inventory, and infrastructure failures through root-cause analysis.

I bring security into everyday support by managing enterprise-wide password resets and MFA (Multi-Factor Authentication) protocols, reducing risk through proactive identification of system weaknesses and improvements in operational efficiency. I also supported client migrations and account configurations as a Cloud Security Specialization Onboarding Specialist, and earlier handled customer success and collections with strong regulatory compliance (FDCPA/TCPA) and careful management of sensitive data.

Experience

Work history, roles, and key accomplishments

Tier 1 IT Helpdesk Support

Love’s Travel Stops

Jan 2023 - Jan 2025 (2 years)

Provided Tier 1 support for hardware, software, and network issues across corporate and remote travel stop locations, maintaining 24/7 operational continuity. Troubleshot proprietary POS and inventory infrastructure, and handled enterprise password resets and MFA credentialing for secure access.

Troubleshooting Root Cause Analysis Password Resets System Security

Onboarding Specialist

Constant Contact

Jan 2021 - Jan 2023 (2 years)

Onboarded new clients by configuring accounts and digital engagement tools aligned to customer KPIs and marketing goals. Guided platform migrations and trained clients on email marketing automation, list segmentation, and API-driven digital tools to drive adoption.

Client Onboarding Platform Implementation Email Marketing Automation Training API Integration Migration Support Customer Success

Customer Service/Collections

Santander Consumer USA

Jan 2016 - Jan 2020 (4 years)

Performed customer service and collections activities while maintaining regulatory compliance and accurate documentation. Managed sensitive PII and handled secure electronic payments using proprietary financial databases and CRM systems.

Customer Service Collections Regulatory Compliance TCPA CRM Database Management Data Integrity Process Optimization Critical Thinking