Guillermo Pena

Implemented robust backup strategies, safeguarding critical data from loss or corruption.

• Managed IT projects to successful completion, ensuring timely delivery within budget constraints.
• Collaborated with vendors to negotiate contracts, resulting in significant cost savings without compromising quality or service levels.
• Conducted thorough risk assessments before implementing any changes to systems or processes, minimizing negative impact on operations.
• Maintained up-to-date inventory of hardware and software assets, optimizing resource allocation and cost control.

Resolve local network and communication issues to maintain operational readiness.

• Maintain and support local Cisco VoIP telephones and related equipment.

• Maintenance of the local Active Directory OU, installation and configuration of local network applications, servers, file shares, network services and associated objects in accordance with company policies and procedures.

• Development and maintenance of business unit IT documentation to enable consistent standards and operating procedures.

• Preform the testing of the local Disaster Recovery and Business Continuity plans to ensure minimal downtime in the event of a disaster.

• Coordinate the acquisition, installation, configuration, and maintenance of IT equipment in compliance with corporate standards.

• Preform the maintenance of hardware inventory, licensing and asset rotation consistent with company policies and procedures.

• Assist with the design, installation, requirement gathering, and maintenance of IT resources for acquisitions, large projects and joint ventures to ensure compliance with corporate standards.

• Support business applications to ensure compliance with corporate standards.

• Assist Business Unit management in determining future IT needs at the location, enterprise initiatives, budgets, forecasts, licensing and asset rotation to ensure profitability and alignment with Company goals and objectives.

• Maintain open communication with Group IT Manager and to ensure effective problem resolution and establishment of priorities.

• Conducted thorough risk assessments before implementing any changes to systems or processes, minimizing negative impact on operations.
• Streamlined IT processes for enhanced productivity through regular system audits and maintenance.

Resolve local network and communication issues to maintain operational readiness.
• Maintain and support local Cisco VoIP telephones and related equipment.
• Assist in the maintenance of the local Active Directory OU, installation and configuration of local network applications, servers, file shares, network services and associated objects in accordance with company policies and procedures.
• Assist in the development and maintenance of business unit IT documentation to enable consistent standards and operating procedures.
• Assist in the testing of the local Disaster Recovery and Business Continuity plans to ensure minimal downtime in the event of a disaster.
• Assist in coordinating the acquisition, installation, configuration, and maintenance of IT equipment in compliance with corporate standards.
• Assist in the maintenance of hardware inventory, licensing and asset rotation consistent with company policies and procedures.
• Assist with the design, installation, requirement gathering, and maintenance of IT resources for acquisitions, large projects and joint ventures to ensure compliance with corporate standards.
• Support business applications to ensure compliance with corporate standards.
• Assist Business Unit management in determining future IT needs at the location, enterprise initiatives, budgets, forecasts, licensing and asset rotation to ensure profitability and alignment with Company goals and objectives.
• Maintain open communication with Group IT Manager and to ensure effective problem resolution and establishment of priorities.

• Conducted thorough risk assessments before implementing any changes to systems or processes, minimizing negative impact on operations.
• Streamlined IT processes for enhanced productivity through regular system audits and maintenance.

• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Patched software and installed new versions to eliminate security problems and protect data.
• Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
• Installed, modified and repaired software and hardware to resolve technical issues.
• Installed and Configured hardware, devices and software to set up work stations for employees.
• Trained and supported end-users with software, hardware and network standards and use processes.
• Answered 60- 110 incoming calls daily and assisted with all technical needs .

• Performed general clean-up of systems and routine computer maintenance, upgraded computer hardware, and installed operating systems
• Network hardware setup and configuration
• Perform upgrades, repairs, and maintenance on computers: both hardware and software
• Install and maintain hardware and software, diagnose deficiencies, and maintain IT hardware across multiple platforms and networks as well as building custom PC's for clients
• Performed in-house PC troubleshooting and repair for customers which involved identification and repair of software and hardware related issues.
• Managed over 30 Clients Simultaneously

• Handle 50-70 customer inquiries both over phone and by email
• Manage and resolve customer complaints
• Support customers on VPN resets and password resets
• Identify and escalate priority issues
• Document all call information according to standard operating procedures
• Responded to customer comments and questions via Live Chat during shifts

• Plan, layout, install, and repair wiring, conduit, electrical fixtures, apparatus and control equipment
• Prepare sketches showing location of wiring and equipment or follows diagrams or blue prints insuring that concealed wiring is installed before completion of future walls, ceilings, and flooring
• Measure, cut, bend, thread, assembles and installed electrical conduit using such tools as hacksaw, pipe threader, rules and conduit benders
• Splice wires by stripping insulation from terminal leads with knife or pliers, twisting or soldering wires together and applying tape or terminal caps
• Saved $500-1000 by implementing cost-saving initiatives that addressed long-standing problems