Mark Penas

As the 24/7 Service Lead at CloudTech24, I’m responsible for ensuring continuous support coverage across our Service Desk, Security, and IT Operations teams. My role involves managing the scheduling and availability of our Philippines-based staff, providing coaching and guidance, and maintaining high standards of service delivery around the clock. I work to ensure that our clients receive consistent and reliable support, no matter the time of day.

My expertise spans both technical and leadership domains. I bring strong troubleshooting skills across hardware, software, operating systems, and networking, along with proficiency in remote desktop tools and ticketing systems. On the leadership side, I focus on effective communication, team coordination, and making sure our 24/7 operations run smoothly and efficiently. I hold certifications in Identity Management, Abnormal Security Essentials, and am a Kaseya Certified Technician, with over eight years of experience in the field.

One of my proudest accomplishments is my career progression within CloudTech24—from starting as an IT Support Engineer to being promoted to 24/7 Lead. Outside of work, I enjoy relaxing with movies and TV series, and I’m an avid online gamer