Darren Riva

Akron, OH 44313
330.864.4274 ndarren@sbcglobal.net

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

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

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