Accomplished and IT Solutions and Project Leader

Continued...

CHRISTOPHER PENAMON

Decatur, GA ***03 470-***-**** *********@*****.***

Objective: IT SUPPORT LEADER / HELPDESK MANAGER

Accomplished and award-winning IT Solutions and Project Leader with a proven track record of providing 15+ years of IT service and support. Skilled in IT integration, customized configurations, migrations, and business hardware/software deployment. Specialize in expanding new/emerging technology infrastructure and implementing new hardware/software. Step up to manage complex IT projects, resolve challenging technical issues effectively, and easily collaborate with or lead cross-functional teams. Consult on complex technology infrastructure projects that provide a reliable IT solution for small to large business environments. Deliver problem resolution and effective IT incident response for the City of Atlanta government. Orchestrate and integrate reliable business technology and new platform solutions. Identify cost containment opportunities and drive data/systems reliability and functionality across the organization. Expert in simplifying technical information into an easy-to-understand format. RELEVANT SKILLS

Ticket Tracking/Work Order Systems

14+ Years of IT Support Experience

Skilled in Using Active Directory

Knowledgeable of TCP/IP Networks

Hardware Upgrades/Software Releases

Project Management & Coordination

Easily Adapt to New IT Environments

Change Management Controls

Proven Problem-Resolution Strategist

All MS Operating Systems & SCCM

EMPLOYMENT HISTORY

DESKTOP SUPPORT TECHNICIAN City of Atlanta, Atlanta, GA 2009 to Present Provide computer desktop (hardware, software, and peripherals) support to thousands of city employees. Highly skilled in providing project leadership and support for assigned IT projects and resolving computer systems, printers, and other IT-related hardware/software issues.

Serve as a leader in supporting business objectives for an organization that employs 7,000+ personnel and has even more IT systems.

Lead the division in fulfilling 3,000 incident and project requests throughout tenure.

Utilize stringent IT controls to ensure data integrity and timely solution delivery, working with systems administrators to address and mitigate technology concerns.

Collaborate with IT teams to complete IT change management, security systems support, and change management controls using Active Directory and documented in the Issue Tracking System.

Provide guidance and advice to other support technicians, including appropriate actions and solutions to complex technology issues.

Coordinate Program Releases and Change Management, including system software releases, after-hours support for emergency application releases, and support other IT project assignments.

Partner with IT teams to coordinate project issues, desktop/printer/software issues, and any IT connectivity milestones.

Generate daily communication transaction records and document any issues or actions taken regarding installation or resolution assignments in the ticketing system. IT Response

System Integration

IT Solutions

CHRISTOPHER PENAMON Page 2-470-***-**** *********@*****.***

Train users on using all newly installed systems and software.

Provide key recommendations for software/hardware upgrades.

Manage vendor relations related to asset repair and maintenance.

Oversee or contribute to multiple projects between several City of Atlanta departments, partnering with project managers to complete vendor implementation of new IT plans and execution of emergency systems remediation.

Coordinate and partner with web department management and division leadership while overseeing and implementing IT solutions, software/hardware, remediation, and planning coordination.

Autonomously manage IT support with multiple departments, resolving internal issues that ensure business continuity.

Propose and create best practices documentation that serves as a guideline for current/future IT business processes and practices that reduce downtime and increase overall productivity. EDUCATION / CERTIFICATIONS

A.S., Computer Science Coursework – Georgia Perimeter College

ITIL (IT Governance & Service Management) Certification AWARDS

Employee Recognition Program Award (Fy22/1st Qtr.) – Office of the COO, City of Atlanta TECHNOLOGY

MS Operating Systems, MS Office Suite, Active Directory, Helpdesk Issue Tracking System, Service Now (Incident Reporting, BMC Numara Footprints, ConnectWise – IT Management & Security Software, MS Intune – Endpoint Management, SCCM – MS System Center Configuration Manager,

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