1. Jose L Peña
103 Shonnard Ave.
Freeport, New York 11520
(516) 385-0799
Email: jpena@estee.com
PROJECT MANAGER • IT TEAM LEADER
Superior record of steady career progression over 16-years in IT, mirrors underlying
commitment to deliver robust, customer-responsive services and projects in deadline- and
task-driven environments. Commonsense approach and “big-picture” vision are hallmarks
of a consensus-driven leadership style that encourages problem ownership and empowers
staff to brainstorm solutions. Respected for troubleshooting acuity and capacity to think
“outside the square” for more effective outcomes. Independent work habits, intuitive
business sense, and an instant grasp of new technologies underpin dedication to steer
streamlined operations within a cost-effective and productive IT function.
Professional strengths include:
 Service level agreements
 Strategic planning
 Team management/training
 Performance appraisals
 Staff succession planning
 Technical troubleshooting
 Help Desk Management
 SLA targets
 System expandability &
reliability
 Project management
 Business needs analysis
 Vendor relationships
 Proposal development
 Staff recruitment, induction
 Operations/infrastructure
management
 System/network process
controls
 Workflow prioritization
 Customer service delivery
 Productivity enhancements
 Osha Certified
BENCHMARKS & MILESTONES
Steered extended resolution support centre operations, achieving “fix” rates of 96%
Outstripping previous benchmark of 73%—the established service level agreement standard.
Slashed end-user complaints from 20+ weekly to virtually non-existent levels.
Initiate key performance indicators. that elevate staff productivity rates by more than a third,
Setting the standard for achievable goals in staffs’ yearly performance evaluations.
Successful completion of I.T.I.L Version 3Foundation Requirements within the PC Industry.
Completed an extensive Osha Training
Extensive Active Directory Experience
Completed Industry Standards with regards to PCI Remediation For over 500 Stand Alone
Locations, and completed training for in store staff.

2. Instituted call logging, reinforcing the partnership between attention to detail and successful,
Efficient support operations.
Ran windows 7 upgrade project for NA retail locations over 3000 desktops.
Migration of Pos software to New Oracle based platform( XSTORE)
Cut ACD call abandon rates from 20% plus to just 6.5% in 7-months for Estee Lauder
Companies Retail I.S.
Managed A Wan migration from AT&T TO IRG For over 500 free standing retail locations with
4G Backup on a class 1 segment with PCI Standardization Throughout The Process.
Managed Rollout of Operating systems for over 1800 Pc’s In a retail Environment.
Maintain Retail Images and broadcast via Microsoft SCCM for all Build updates.
Mobileiron-Ground Control Application Support
Coordination Of local wiring vendors, consultants, technical contractors and, Hardware vendors
on a daily Basis.
Deployed office suite and Upgraded all Non Compliant hardware for over 2000 Pc’s in under
8months of a scheduled 12 month timeline.
Work with international contractors to support digital signage for our European counterparts.
Traveled and continue to travel to diagnose and resolve issues all over the country, including
Puerto Rico, and Canada.
Speak Fluent Spanish, read and write as well.
Knowledgeable in Loss Prevention and remote surveillance.
Work with high level management on a daily basis to accomplish and meet the goals set forth.
EMPLOYMENT SNAPSHOT
ESTEE LAUDER COMPANIES , IT Support- Project Manager 1999–Present
Chase Bank, Customer Service Representative 1996-1999
Mercy Medical Center, OR Tech 1989-1996
EMPLOYMENT NARRATIVE
ESTEE LAUDER COMPANIES 1999–Present
IT Support Performance Manager
Produced the Departments Thought process in IT support that was consistently able to
deliver on service, structure, and performance.
Hired new staff, identified deficiencies, and devised solutions for optimizing
communications between the support area and end users.
Actions:
Install and configure Microsoft SCCM Build Process For windows 7., Mobileiron, Ground
control for mobile device management

3. Install and use Windows 7, Live Meeting, BlueJeans Microsoft Office Suite, McAfee Antivirus,
Remote ware, CA Unicenter, Windss, Remedy, Service Now
Troubleshoot with Registry Tweaks, EPO, McAfee Viruscsan/LogMeIn,Nutech DVR
Implementation, WSUS, SCCM And Active Directory.
Assemble HP/DELL PC’s and compatibles including Intel Dual Core 5 V Pro, Intel Core 2 Duo,
Intel P4 Pentium Motherboards in ISA, EISA and VESA, SATA Local Bus Architecture using
DIP, SIP, and SIMM, SDRAM,DDR, DDR2 RAM memory chips, IPADS, MAC Airbook, IMAC.
Install and configure I/O Boards; Mono/EGA, VGA and SVGA Video Cards; IDE and SCSI
Hard Drives; Network Interface Cards; CD-ROMs, DVRS, Fax/Modems and Tape Backups.
Install and configure Windows 3.11 to Windows NT4.0 To Windows XP To Windows 7,
Windows 10
Design and Implement TCP/IP Networks. I pads, Digital Signage
Spearheaded industry best practice enhancements through the implementation of ITIL
Methodologies; continued to consult with management on long-term visions from a global
perspective.
Cut ACD call abandon rates from 20% plus to just 6.5%.
Boosted the reputation of the IT support division winning praiseworthy feedback from end-users
impressed by the steep and rapid improvement in the quality of knowledge and service delivery
From the very first month. Successfully combated a steady increase in IT support calls that had
Risen to 600 calls weekly since the quality problem-resolution had improved.
TECHNOLOGY SUMMARY
Vast exposure over many years to all major operating systems, commercial and custom-
built applications. Expert knowledge of systems, infrastructure, applications, and
hardware—across small and large corporate environments.
Education
Computer Career Center
Major: MCSE - 1998
University New York Institute of Technology

4. Degree: Computer Science 1991-1994
References
James Bell - 631 622 5122
Keith Shands 631-388-0541