Carlos Rodolfo Rivera González

Technical Operations & Industrial Systems
Computer Systems Engineer

📍 Ciudad Juárez, Chihuahua, México
🔗 LinkedIn

Computer Systems Engineer working at the intersection of technical operations, industrial systems, and process optimization.

From airport operations to industrial systems, my path has always revolved around structure, execution, and making complex environments run reliably.

Lead advanced technical support for industrial networking environments, resolving complex connectivity issues across field devices and cloud systems with a ~90% first-call resolution rate on escalated cases.
Help structure how escalations are handled, improving root-cause clarity and reducing repeat issues by refining workflows and internal documentation.
Work closely with QA and engineering teams to reproduce firmware issues, provide structured debug insights, and improve overall system reliability.
Built and maintained 30+ practical Help Center guides and troubleshooting frameworks, improving team efficiency and reducing internal search time by over 20%.
Mentor agents on diagnostic discipline, field best practices, and clear technical communication – strengthening independent resolution capacity across the team.

Delivered hands-on technical support and hardware diagnostics in high-volume service environments, solving real-world issues face-to-face under strict time pressure.
Replaced manual tracking systems with structured digital workflows for inventory and work orders, improving turnaround time and operational visibility.
Managed daily small-business operations including scheduling, vendor coordination, and service logistics, reinforcing disciplined execution and accountability.
During the pandemic, operated in cross-border and time-critical environments, handling long-haul logistics and regional delivery operations across West Texas – strengthening route planning, deadline discipline, and performance under regulatory and traffic constraints.
Continued freelance technical consulting while navigating operational uncertainty, reinforcing adaptability, composure, and sustained performance under pressure.

Designed and maintained dynamic KPI dashboards across multiple departments, giving operations leaders real-time visibility into performance and risk areas.
Automated high-volume reporting processes using advanced Excel macros, saving 20+ staff hours per week and reducing manual errors by ~95%.
Analyzed workforce performance data to identify inefficiencies and support operational improvements that increased productivity by ~15%.
Built proactive tracking models that detected process failures early, cutting response time to anomalies by ~40%.
Maintained audit-ready documentation and partnered with IT and operations teams to ensure data integrity and reporting accuracy at an executive level.

Promoted from frontline agent to supervisory and branch leadership roles, driven by performance in passenger satisfaction, on-time departures, and regulatory compliance.
Directed daily operations for 14–18 flight movements per day, coordinating up to 500+ passengers per shift in a time-critical environment.
Led and optimized teams of 20+ employees and third-party providers, reducing passenger wait times by ~25% and maintaining strict operational benchmarks.
Coordinated directly with federal aviation authorities and airport security to ensure 100% compliance with safety and regulatory standards.
Managed scheduling, ground operations, and emergency response scenarios, maintaining reliability and service continuity under pressure.

Began in a university computational center, supporting 60+ workstations, managing user accounts, server access, and network stability — maintaining near-continuous uptime during peak academic periods.
Assisted with system administration tasks, database updates, and hardware maintenance, improving operational efficiency and reducing manual processes.
Transitioned into retail tech and telecommunications, quickly moving into team supervision roles and managing a sales team of 10 representatives.
Consistently exceeded sales targets by 20–30% while handling technical troubleshooting and customer retention in high-volume environments.

Focused on systems architecture, networking, databases, and applied software engineering.