Jaylene Pena
Bronx
Summary
Friendly Help Desk Technician with 3 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
5
5
years of professional experience
Work History
Network and System Administrator
U.S. Marine Corps
12.2019 - 03.2023
- Company Overview: Marine Corp
- Performed account management in active directory for over 1000 users and groups in the Joint Staff Support Center by creating/disabling/deleting accounts; assigning appropriate permissions; and ensuring compliance with regulations and organizational policies
- Experienced in helpdesk ticket systems
- Maintained/monitored/analyzed various servers' system performance, ensuring 100% availability
- Managed database access to over 30k users globally and diagnosed and troubleshooted database errors
- Worked with users to determine areas of technology in need of improved usability.
- Provided customer service for technical support and assistance resulting in 98% first-time resolution rate
- Responded to customer requests for products, services, and troubleshooting information.
- Supervised, trained, and monitored personnel, ensuring excellent customer service was provided to GCCS-J, JPES, and PCC customers worldwide
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Installed and configured network printers and other peripheral devices.
- Diagnosed and executed resolution for network and server issues.
- Diagnosed and resolved hardware and software issues.
Customer Service Cashier
Home Depot
04.2019 - 11.2019
- Answered product questions using knowledge of sales and store promotions.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Met customer service goals and exceeded customer expectations.
- Worked with floor team and managers to meet wide range of customer needs.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Responded promptly to requests for assistance, spills and customer inquiries.
Customer Service Representative
Salvation Army Thrift Store
01.2018 - 09.2018
- Trained staff on operating procedures and company services.
- Built relationships with customers and community to promote long term business growth.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
Education
Bachelor of Science - Computer Networking
Western Governors University
Salt Lake City, UT05-2027
High School Diploma - undefined
Lebanon High School
Lebanon, Pennsylvania06.2016
Skills
- Network Security
- Active directory
- Helpdesk operations
- Technical Support
- In-depth Knowledge of Operating Systems
- Knowledge of Coding and Networking
- Network Operations Center
- Desktop troubleshooting
- Windows server
Timeline
Network and System Administrator
U.S. Marine Corps
12.2019 - 03.2023
Customer Service Cashier
Home Depot
04.2019 - 11.2019
Customer Service Representative
Salvation Army Thrift Store
01.2018 - 09.2018
High School Diploma - undefined
Lebanon High School
Bachelor of Science - Computer Networking
Western Governors University
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