Andrew Pena

Experience

• 

  Montclair State University

  Jun 2018 - Feb 2021

  Familiar with SCCM and JAMFMonitor completed online Equipment Disposal submissions and create Service Desk incidents as necessary.Maintain standard software images for standard hardware models and ensuring that all OIT maintained images are up-to-date and properly deployed.Conduct basic troubleshooting of data backup and data restores on multiple platforms with varied configurations.Work closely with other personnel on completing large scale computer deployments and re-imaging assignments. Show less -Provide Mac and PC technical support for faculty, staff and students by email, phone support, remote support, live chat and walk in support in a timely manner -Utilize Service desk tracking software to create, update, escalate and close resolved incidents for all phone, email and in person requests, questions or problems -Maintain organized notes and troubleshooting steps in all tickets -Consistently answer the IT Service Desk phones and escalate calls as needed via the Ticket Tracking Software -Responsible for keeping up-to-date on the latest documentation, procedures and policies for the Division of Information Technology -Responsible for following the emergency escalation protocol for system wide outages -Responsible for following the proper procedure for loaning out equipment and software Show less

  • Desktop Technician

    Jan 2020 - Feb 2021

  • Application Support Technician

    Aug 2019 - Jan 2020

  • Phone Support Technician

    Jun 2018 - Aug 2019
• 

  PCL Solutions

  Sept 2021 - Jun 2022

  Systems Engineer

  • Onboard clients by creating and configuring Office 365, Active Directory accounts, and deploying staged workstations. • Train new hires in troubleshooting concepts, customer service, and provide documentation. • Troubleshoot complex IT issues without the use of a standard operating procedure from the opening of the incident to its resolution. • Build and manage Domain Controllers, VPN Servers, and Virtual Machines in various environments. • Set up and mange our Linux based master and slave servers for use as hosts for our VPS clients. • Created and mange a VM to host our billing website for our VPS system in order to automate the creation of new Virtual private servers as well as the billing process for new and existing customers.• Automate installations of standard software across multiple workstations through remote execute or running custom made batch scripts. Show less

• 

  FM:Systems

  Jul 2022 - now

  Application Support Technician

  • Maintains all responsibilities of the Technical Support Dispatcher role while simultaneously engaging in new, more advanced Level I Application Support Specialist tasks.• Using SQL skills to correct database errors and SQL job failures to live client databases.• Uses critical thinking and problem-solving skills to troubleshoot and resolve Level I software support issues, utilizing both front-end application and back-end server troubleshooting.• Documents all details of troubleshooting steps, client Interactions, and solutions for each support request.• Manages and prioritizes a consistent workload of 50+ support tickets.• Conduct interviews with potential new employees and oversee training of new employees.• Efficiently escalates urgent and advanced requests to Level II team.• Consistently maintained a 98% or higher customer satisfaction rating. Show less