Alejandro Rivera

Served as a first point of contact for phishing and security incidents, performing initial triage, containment, documentation, and escalation. Responded to a confirmed ransomware attack at a medical clinic by directing staff to disconnect network and Internet access and escalating to the security manager. Investigated and reported phishing emails and managed Active Directory account lockouts and user access decisions.

Remote Technician at Alpine Health Technologies (2025-07 – Present)

• Served as a first point of contact for phishing and security incidents, performing initial triage, containment, documentation, and escalation.
• Responded to a confirmed ransomware attack at a medical clinic by directing staff to disconnect network and Internet access and escalating to the security manager.
• Investigated and reported phishing emails and managed Active Directory account lockouts and user access decisions.
• Configured and supported Fortinet VPN and MFA access for remote users.
• Documented incidents and technical issues while creating user and technician guides and procedures.
• Resolved approximately 70% of issues at first contact while handling ~40% of inbound support volume.

IT Support Technician at GI Smart Technologies (2024-01 – 2025-06)

• Administered Sophos Firewalls, reviewing weekly reports, monitoring connectivity, and modifying firewall rules to support required applications and servers.
• Managed Active Directory users, groups, permissions, passwords, GPOs, account provisioning, and access control.
• Managed Windows Defender endpoint security, Microsoft 365, Google Workspace, and user/device provisioning.
• Managed and verified weekly backups, including configuration, monitoring, and troubleshooting for client environments.
• Supported IT infrastructure for managed-service clients through remote and on-site troubleshooting, maintenance, and system administration.
• Led the organization-wide migration from Timeslip to Timeslip Go, coordinating deployment and user support.

Web Designer / IT Support at Salvación TV (2022-01 – 2023-12)

• Designed and implemented the organization's current website
• Provided basic IT support and troubleshooting for staff as requested by management
• Assisted with technical implementations and general computer support

B.S. in Cloud and Network Engineering – Western Governors University (WGU)

High School Diploma – Academia Adventista Metropolitana