Ariel Pena Email & Phone Number

Phoenix, Az

As a Customer Support Engineer Level-2, I am skilled in troubleshooting, installation, and configuration of these suites. I collaborate effectively with field engineers and end-users to troubleshoot hardware and application issues across a wide range of PBX systems. My expertise includes providing excellent customer technical support, including SQL query restore/backup and utilizing SSMS. I generate leads for sales teams to upsell and upgrade current services and create CRT/Jira for enhancement… Show more As a Customer Support Engineer Level-2, I am skilled in troubleshooting, installation, and configuration of these suites. I collaborate effectively with field engineers and end-users to troubleshoot hardware and application issues across a wide range of PBX systems. My expertise includes providing excellent customer technical support, including SQL query restore/backup and utilizing SSMS. I generate leads for sales teams to upsell and upgrade current services and create CRT/Jira for enhancement and development requests.My approach is focused on building rapport with customers and offering attentive and empathetic professional support. I determine the most suitable technical support teams to ensure prompt resolution of critical emergencies and adhere to exceptional standards for the delivery of professional support. I also capture root causes of issues and add findings to the internal knowledge base for future troubleshooting by other team members.Key Accomplishments:► Elevated the department's closed ticket ratio by 30% through diligent attention to all open and pending tickets.► Attained top rank for closed and resolved tickets consecutively for five months.► Identified and resolved technical issues of third-party applications and products associated with exchange server, telephony, and web server integration.► Triaged and evaluated faults, devised proactive investigation plans, and identified root causes for reported issues.► Oversaw accounts and responded to general inquiries regarding configurations, features, and reports. Show less

Tempe, Arizona, United States

In this role, I excel in executing hardware and software solutions within clients' environments. I create and maintain project plans, budgets, and schedules, ensuring they align with project requirements. I have a proven track record of overseeing the intricate implementation of specialized equipment within the Ready-Mix industry. I provide regular project status updates and reports to stakeholders and senior management. My focus on adherence to project management methodologies, tools, and… Show more In this role, I excel in executing hardware and software solutions within clients' environments. I create and maintain project plans, budgets, and schedules, ensuring they align with project requirements. I have a proven track record of overseeing the intricate implementation of specialized equipment within the Ready-Mix industry. I provide regular project status updates and reports to stakeholders and senior management. My focus on adherence to project management methodologies, tools, and processes ensures successful project delivery.Key Accomplishments:► Achieved 100% on-time project completion by delivering precise and comprehensive instructions to all project stakeholders and putting in extra effort to meet client requirements and expectations.► Improved internal procedures as well as optimized better business processes and ROI by providing business analysis.► Managed project risks, changes, and issues to ensure the timely delivery of deliverables within a defined budget and scope. Show less

Scottsdale, Arizona, United States

As a Windows System Admin, I am proficient in overseeing the deployment of updates via Microsoft SCCM and WSUS to ensure system integrity. I implement uniform software updates along with packages across the entire enterprise, ensuring a consistent user experience. My expertise includes arranging and prioritizing software testing and security patch schedules and distributions. I generate packages, advertisements, and collections for effective software distributions, streamlining the update… Show more As a Windows System Admin, I am proficient in overseeing the deployment of updates via Microsoft SCCM and WSUS to ensure system integrity. I implement uniform software updates along with packages across the entire enterprise, ensuring a consistent user experience. My expertise includes arranging and prioritizing software testing and security patch schedules and distributions. I generate packages, advertisements, and collections for effective software distributions, streamlining the update process. Additionally, I supervise and monitor BitLocker compliance, utilizing the Microsoft BitLocker monitoring and administration tool, ensuring that data remains secure at all times.Key Accomplishments:► Enhanced SCCM patch deployment efficiency by 40% through the implementation of various techniques to ensure comprehensive patching of all computer systems.► Administered and sustained complex Windows Server infrastructure comprising diverse Physical and Virtual Servers.► Evaluated and disseminated Microsoft Monthly Patches to ensure optimal system performance and security. Show less

Tempe, Arizona, United States

During this tenure, I am proficient in configuring, managing, and installing patches using Microsoft SCCM and WSUS. I conduct comprehensive end-to-end test procedures to verify system functionality post modifications and incidents. My focus on expeditiously restoring services ensures that production applications, networks, and servers are quickly back up and running. I utilize SCOM to oversee system performance and health, monitoring diverse responsibilities across data centers and field… Show more During this tenure, I am proficient in configuring, managing, and installing patches using Microsoft SCCM and WSUS. I conduct comprehensive end-to-end test procedures to verify system functionality post modifications and incidents. My focus on expeditiously restoring services ensures that production applications, networks, and servers are quickly back up and running. I utilize SCOM to oversee system performance and health, monitoring diverse responsibilities across data centers and field systems.Key Accomplishments:► Boosted departmental closed ticket ratio by 30% by proactively addressing all open and pending tickets.► Consistently achieved top ranking for closed and resolved tickets for three consecutive months.► Oversaw complex multi-server environment, comprising virtual and physical servers running Windows, Solaris, and Unix, operating systems.► Troubleshot and resolved technical issues on time through collaboration with senior-level engineering teams along with site contacts. Show less

Phoenix, Arizona, United States

During this role, I excel in performing user and group management using Active Directory and administering the Nortel phone system. I am highly skilled in administering and maintaining complex server infrastructure comprising physical and Hyper-V servers. My ability to diagnose and resolve issues with smart devices such as iPad, iPhones, and Android devices ensures seamless connectivity for end-users. I ensure backup data stability by monitoring Backup-Exec SAN and NAS devices. My expertise… Show more During this role, I excel in performing user and group management using Active Directory and administering the Nortel phone system. I am highly skilled in administering and maintaining complex server infrastructure comprising physical and Hyper-V servers. My ability to diagnose and resolve issues with smart devices such as iPad, iPhones, and Android devices ensures seamless connectivity for end-users. I ensure backup data stability by monitoring Backup-Exec SAN and NAS devices. My expertise includes conducting research and assessments of technology solutions, presenting best recommendations to senior management. I create and maintain laptop and workstation images using Acronis and guarantee the performance, availability, and security of company databases.Key Accomplishments:► Attained a 95% success ratio and minimized user downtime interruptions throughout the Windows 7 to Windows 10 migration project.► Administered and maintained company Exchange Server, Blackberry users via Blackberry Enterprise Server, vulnerabilities through Kaseya, and Software via WSUS.► Oversaw and provided technical assistance for a Windows computer network comprised of 200+ systems.► Developed and executed mobile device policy, Login Scripts, GPOs, and Batch files to enforce company standard settings. ► Installed patches and software updates as well as diagnosed and resolved issues on time. ► Maintained scanners printers’ plotters and associated hardware. Show less

Phoenix, Arizona, United States

Chandler, Arizona, United States

Bachelor Of Science In Network Technology, Network Technology

Associate Of Occupational Studies In Pc/Network Technology, Pc/Network Technology