Peggy Pena

I am an IT Support professional with over 10 years of support experience. I’ve supported and administered Microsoft 365, Intune, Active Directory, Azure/Entra ID, Google Workspace, multiple MDM platforms (Meraki, Mosyle, Apple Business Manager, MaaS360), remote access tools (Citrix, VMware View), and collaboration systems. I’ve led onboarding/o􀆯boarding workflows, maintained compliance-driven documentation, and resolved high-level escalations involving Windows OS, identity management, and enterprise applications. I’ve been the first point of contact for end-users who I have always treated as customers, resolving issues through ticketing systems like Jira and ServiceNow, documenting solutions, and creating clear user guidance. I’ve supported onboarding, managed access requests, maintained accurate asset and tool inventories, and collaborated closely with product, engineering, and operations teams to escalate issues and refine workflows. My background has consistently focused on helping users feel confident, supported, and successful with the tools they rely on.