Christopher Pena Email & Phone Number

Ocoee, Florida, United States

Miami, Florida, United States

• Project Management: Led 15+ IT projects to timely completion, ensuring adherence to budget and delivery schedules, contributing to a 20% increase in operational efficiency.
• Technical Support: Reduced hardware, software, and network issue resolution time by 30%, minimizing downtime for 200+ end-users.
• Security: Developed and implemented comprehensive security protocols and conducted security awareness training, reducing security incidents by 40%.
• Compliance: Conducted ISO and SOC 2 compliance audits, leading to successful certifications and a 25% improvement in security posture.
• Access Control: Optimized user settings, strengthened access control, and streamlined identity management via Google Workspace, boosting security and increasing productivity by 20%.

Miami/Fort Lauderdale Area

• Stakeholder Support: Delivered onsite technical support for the executive office, achieving 99.9% operational uptime.
• Access Management: Administered the Access Card System, ensuring secure access for 300+ employees and vendors.
• Collaboration: Conducted technical training for 75+ new hires, facilitating seamless technology integration.
• Networking: Resolved LAN/Switch issues, enhancing and maintaining network performance.
• Security: Collaborated with security teams to provide audit evidence, ensuring compliance with internal policies and standards.

Miami, Florida

• Break Fix: Earned Dell EMC Certification, enabling precise diagnosis and resolution of warranty inquiries on Dell products, enhancing customer satisfaction.
• Incident Resolution: Executed incident resolution processes via Bold360 and ServiceNow ticketing systems, achieving a 98% SLA compliance rate for user issue resolutions.
• Desktop Support: Collaborated with onsite technicians to deliver hands-on assistance, fostering a collaborative environment and ensuring comprehensive user support.

Miami/Fort Lauderdale Area

• Incident Management: Generated and tracked incident requests using Remedy IT, ensuring efficient resolution and maintaining a high-resolution rate.
• User Support: Delivered hands-on and remote troubleshooting for end-user equipment, including mobile devices, desktops, and laptops, utilizing Bomgar software, increasing user satisfaction.
• Access Control: Administered access management through Oracle Identity Manager, enhancing system security and user productivity.
• Change Management: Adhered to change management, incident management, and escalation processes, ensuring procedural compliance and maintaining high standards of operation.