Raul J. Pena Email & Phone Number

Alpharetta, Ga, Us

-Act as single point of contact and trusted data center solution advisor for all complex support requirements -Contribute to process improvement initiatives that improve customer satisfaction and lead unique continuous improvement activities-Lead customer-requested meetings and quarterly business reviews, ensuring effective communication and coordination between Flexential and strategic accounts.-Coordinate with technical teams, vendor(s), and customers delivery team to ensure the timely delivery of project milestones.

o Resolved conflicts between Managed Services and other departments and utilized such situations as learning opportunities for team leads.o Informed team of performance metrics and regularly shared performance results—worked with team leads to develop opportunities for improvement.o Listened to employee concerns and resolved issues in accordance with company policy and standards.o Coached employees to highest potential and provided coaching and course correction to improve performance.o Oversaw execution of service level standards and technical processes.o Lead ticket and project management, including closure of all tickets and completion of projects on schedule and on-time.o Managed and planned employee schedules to meet service and performance requirements of all Service Level Agreements (SLA) while also accounting for on-call coverage, holidays, and Personal Time Off (PTO).o Collaborated with Network Operations Center (NOC) leaders to resolve monitoring and alerting issues: shared suggestions for improvements.o Collaborated with Regional Director associate(s) on business process improvement and execution: identified areas of improvement, consolidation, and streamlining of process, including management issues where resolution may set a standard across company.o Developed and nurtured relationships with customers and contributed to customer success by advancing and sharing personal knowledge of customer’s needs and expectations.o Served as escalation point for issues related to technician behavior/communication and involved appropriate resources to assist in resolution.o Served as escalation point on technical issues: determined when to activate incident response team and/or referred issue to Professional Services staff.o Ensured customer onboardings met or exceed standards.o Assisted as needed with customer off-boarding to provide customer assurance of excellent service throughout SLA term.

• End to End Ownership of assigned ITSM Processes (Design, Implement, and Execute).• Report on process KPIs to demonstrate effectiveness and compliance.• Gather requirements from business units and stakeholders to implement corrective actions on processes.• Proactively strive to increase process maturity level in accordance with Capability Maturity Model.• Proactively makes decisions and implements actions that will have a continuing effect on the improvedquality of processes owned by SMC.• Partners with Internal and External Stakeholders to Design Processes and Definition of KPIs.• Serve as liaison between Operations and Governance teamfor audit related inquiries.

Miami/Fort Lauderdale Area

- Manage local 24x7x365 data center support personnel- Lead, mentor, and coach Technical Assistant Associates to provide a consistent and professional support environment- Provide accurate and timely communication to all applicable parties on any customer support issues- Monitor specific KPIs to ensure proper execution of support- Maintain all scheduling and coordination of Technical Assistance Associates- Participate in Internal Incident Report review process to diagnose areas for improvement- Perform periodic performance reviews on all Technical Assistance Associates- Work with Director of Market Operations on escalated customer support issues- Manage resource allocation for provisioning tasks- Assign workflow task items to Technical Assistance Associates based on availability and experience- Perform Quality Assurance checks on all work assigned to Technical Assistance Associates- Communicate deadlines and possible time constraints to applicable stakeholders and requesters- Assist in training of new processes, procedures, and tools related to provisioning process- Coordinate with Critical Infrastructure Managers on facility related tasks- Work with market and regional facility resources on delegating and performing facility related tasks- Participate in training programs and provide post-training refreshers for Technical Assistance Associates- Help ensure that facility is always "audit ready"- Assist Critical Infrastructure Manager with vendor management- Collaborate with central resources on customer support issues- Communicate with central support supervisors and/or managers on any customer or process issues- Provide feedback on all company-wide support processes- Maintain relationship with central support to facilitate market to market consistency- Communicate and drive the expectation that all Technical Assistance Associates are continually providing support worthy of being validated by NPS survey

Norcross, Ga

-Timely resolution and/or escalation of customer issues-Maintain a level of professionalism while engaging with customers-Troubleshoot and document technical issues using Peak 10 ticketing system-Follow Peak 10 Support processes and procedures-Complete Facility Rounds-Secure receipt and shipping of packages-General data center upkeep-Follow Peak 10 data center policies and procedures-Participate in Facility Training Programs-Work with Market Facility Operations Engineer on daily data center management-Assist and/or complete physical and logical installations of Peak 10 services-Update all relevant and required documentation-Manage assigned workflow tasks in order to provide timely turnaround to customersRecipient of the "President's Award" two years in a row for exceptional attitude, commitment to supporting others, motivation to go beyond expectations, and an uncompromising commitment to excellence.

Bachelor Of Science - Bs, Network Operations And Security

In response to an increasing demand for network operations and security professionals, the Bachelor of Science, Network Operations.

Associate'S Degree, Networking Specialist Microsoft Concentration

Activities and Societies: Association for Information Technology Professionals (AITP)

High School Diploma, Dual Seal Technology/College Prep

Dual -seal Diploma College Prep and Technology/Career Prep with Distinction