Robert Pena Email & Phone Number

Calgary, Alberta, Canada

Calgary, Canada Area

Calgary, Canada Area

• Hired to assume the responsibilities of the Dog Star Systems’ Technical Support Analyst when Hewlett Packard Enterprise took over the Mark’s Work Wearhouse outsourcing contract and transitioned to provide network and.
• Configured client access on Check Point and Cisco firewalls and Watchguard appliances to enable or remove access to/from desktops, servers and services.
• Used Check Point, Cisco and Watchguard administrative tools to investigate access issues and suspicious activities by analysing logs and connection data, resulting in corrective measures that restored service or.
• Assisted network and network security projects by installing/configuring network equipment (routers, switches and firewalls) in a timely matter, which resulted in completion of projects on schedule.
• Managed Cisco and Watchguard VPN user accounts to grant/remove access to services and enforce network security, resulting in a more secured environment.
• Led Project to configure, implement and test cellular modems as a backup alternative for 100+ sites in 2 months, to optimize network availability.

• Provided technical support for 500+ users and 200+ retail stores of The Forzani Group Limited involving personal computers (desktops and laptops), Point of Sales and access point devices.
• Configured and shipped printers, point of sale hard drives, Portable Data Terminals, and Access Points to stores with hardware problems to replace and restore services and functionality.
• Analysed, evaluated, and resolved hardware/software problems related to network connectivity issues and application problems, and documenting troubleshooting efforts in problem tickets.
• Troubleshot software, hardware and network issues for stores across Canada, affecting: IBM Point of Sales, Retail PC, Desktop PC, Laptops, Citrix, Xerox Multifunction printers, Cisco VOIP.

• Initially hired as a Help Desk Analyst and promoted to Technical Support Analyst of the Network team responsible for handling network connectivity issues for Mark’s Work Wearhouse - 700+ users in Corporate and remote.
• Responded to network connectivity issues escalated by the Service Desk for 200+ stores nationwide to restore debit/credit transaction processing capabilities as soon as possible, minimizing the number of sales losses.
• Configured Routers and Switches to be installed at Corporate Office and 370 retail stores by on site technicians to establish and/or optimize the network connection required by the corporate users, point of sales and.
• Implemented network connectivity back up, Cellular and Dial up equipment for 200+ stores to maximize network availability to support point of sales.
• Spearheaded Project to migrate 150+ stores in 6 months from Bell ISP to Rogers ISP.
• Monitored network equipment (LAN and WAN) and servers using “What’s up Gold” solution proactively to minimize equipment downtime.