Jonathan Pena Email & Phone Number

American Fork, Ut, Us

Midvale, Utah, United States

• Chosen by management to be the lead vendor support for Credit application. This included support for major application upgrades, patches, reporting, documentation, and end users’ technical issues. Gained leadership of large tax project that was in the middle of development. Led project to completion which saved over 1000 hours a week for end users. Project was delivered ahead of schedule.• Worked and led requirement gathering for major upgrade to systems. Met with business to identify major stakeholders and basic requirements. Facilitated meeting with major business stakeholders and developer to finalize requirements for upgrade. Led go-no-go meeting on pushing upgrades to production. Exceeded expectations by delivering ahead of schedule and on budget.• Created detailed testing procedures to discover issues within pre-production, by extensive testing from common use cases to edge use cases. Saved over seven million dollars in lost productivity from outages per quarter.• Worked with project owner to create new support ticket intake method for the Credit application. This was done by reviewing current support ticket intake process, identifying choke points with ticketing systems wording. This led to a more streamlined ticketing intake process and saved the support team 30 hours of work a week.

Salt Lake City, Utah, United States

• Strengthened existing internal documentation, knowledge base articles, and application runbooks. This was done by actively reviewing all documentation on a quarterly basis to make sure it was up to date. Guided the review of knowledge base articles with end users to get their feedback. These changes made documentation more consistent and user friendly.• Modernized ticket intake process and other internal processes. This was done by creating a ticketing dashboard in the ServiceNow CRM the company was using and modifying phone scripts to get more information from customers. This led to an increase of calls, tickets, and issues being resolved before SLA was reached.• Answered second level support calls and emails quickly and professionally. This was done by answering calls with friendliness and understanding, and when writing emails reviewing them to make sure the main point was simple to understand. This led to customer satisfaction being in the upper quartile of analytics.

Greater Salt Lake City Area

• Contributed to the speedy remediation of priority 1 production issues. This was done by managing end users calls and tickets coming into the system and providing them with up-to-date information on the status of the outage. This allowed for consistent flow of information to users to alleviate the worry about the outage. • Executed technical support to internal users regarding errors, problems, and complex system questions. This was done by triaging the main issue the user was having, and if issue was able to be resolved quickly, would resolve it. Engaged with the relevant teams to resolve large issues within 24 to 72 hours.

Greater Salt Lake City Area

Help schools and therapist with technical issues through Webcam, chats and phone calls, with video, audio, and networking issues.Educate therapist on the use of Presence Learning platform to better facilitate the session between therapist and students.Work with SalesForce to document case that therapist and schools bring with technical issues, adding therapist to the platform.Report Issues and bugs on the platform to Tier 2 support to push to the product team

Greater Salt Lake City Area

-Work in office to replace broken and unused parts of PC, and other POS peripherals.-Work with local businesses on their troubleshooting issue in person-Install Cat5 cabling into business to extend range of network-Work with Windows Server and other windows products to service clients IT needs, such as adding Employees to network. -Set up different Wireless Networks for Businesses and their guest-Install and change phone system for different businesses.

Murray, Ut

-Consult with Customers on their car buying needs.-Provide accurate and detail information on all vehicles in Tim Dahle Nissan Lot.-Use Ipads and other devices to help access Customer Needs.-Work on Financial paperwork with Customer and deal with sensitive information

Greater Salt Lake City Area

Dedicated to helping timeshare owner in knowing rules of their ownership and how to book reservations with their ownershipLook over sensitive information and help owners and other to organize and correct any incorrect informationDocument and connect with owners when they have complaints and challenges with properties and reservation bookingsTake phone calls from owners to help with their financial needs with properties such as loan payments and property bill statement.Ability to Navigate DOS based systems and commands, to help Customers and other works

Professional Education, Full Stack Web Development

Associate Of Science - As, General Studies

Bachelor'S Degree, Computer And Information Sciences And Support Services