Martin Pena
Sr Service Desk Analyst @Martin Marietta
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WORK HISTORY
Sr Service Desk Analyst @Martin Marietta
Support both Internal and External Clients with PC, Application, and all Hardware issues.•Manage workstations via Citrix Console and LANDesk as needed to assistance both in house and external Users.•Troubleshot and install VPN Clients as needed for remote connections.•Assist with creating Knowledge Base Support Desk Articles.•Assist with processing Users Service Request Forms.•Manage all Users profiles and accounts via Active Directory.•Assist and process all incoming email Support Desk requests.•Follow up with both End Users and Field Techs to assure SLA’s Business Rules.
EDUCATION
DOVER BUSINESS COLLEGE
Diploma, Computer Information Specialist
MONTCLAIR STATE UNIVERSITY
Bachelor of Arts, History
Hackensack High School
GED, General Studies
SKILLS
ABOUT MARTIN PENA
Highly motivated award winning IT and Customer Service professional with strong listening, verbal, and written skills. Excellent interaction abilities at all levels of an organization with sound negotiation, problem solving, and multitasking talents to achieve individual and team goals. Diverse background, committed to quality and excellence. Interests: Computers, History, Books, Travel and Leisure. Professional Highlights: Migrations of Operating Systems, Implementation of McAfee Server Remedy Help Desk ticketing agent and the installation of software for end users, Led and taught computer training classes, as well as teaching high school U.S. History to inner city students.
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