Pedro Alexis Colon

Brooklyn, NY 347-***-**** ad2h9w@r.postjobfree.com

https://www.linkedin.com/in/pedroacolon/

Career Summary

Senior desktop support specialist skilled in identifying and correcting a wide range of hardware and software problems by interacting with PC end users, application developers, network administrators and software systems engineering. Deliver timely resolution with minimal end-user impact. Flexible, reliable and adaptable customer service professional.

Understand core networking concepts including TCP/IP, DHCP and DNS, Firewall/UTM management and troubleshooting, network security topologies, server virtualization, Group Policy and Active Directory.

Highlights

Help Desk Support Virtualization DHCP

Technical Support IT Service Management Virtual Private Network (VPN)

Data Center Operating System Domain Name System (DNS)

Information Security TCP/IP Systems Administration

Software Installation Network Administration Disaster Recovery

Certifications

Comptia:

IT Operations Specialist – CIOS, Secure Infrastructure Specialist – CSIS, A+, Cloud Essentials, Cloud+, Security+, Network+

Microsoft:

MCP, MCSA Office 365, Server 2012 R2, Cloud Platform & Windows 10, MS Hyper-V, Implementing Azure Infrastructure Solutions & Architecting Azure, Solutions, Developing Azure Solutions, MCTS System Center Configuration Manager 2012, MCSD Azure Solutions Architect, MCSE Cloud Platform & Infrastructure

Technology Summary

Windows OS 10/11, Microsoft Office & Antivirus software, Active Directory, MS Exchange, ServiceNow Ticketing System, Duo Mobile Security, Cisco VPN

Microsoft: Windows OS, Windows Server, Outlook/Exchange, Exchange Online & Office 365, MS Office, ChromeOS, Linux, OSX

PC Hardware, Printers, Laptops, Mobile Devices, Android, IOS & Windows Phone OS. Networking Components, Remote Desktop Support, VMware, Microsoft Hyper V, MS Azure

Professional Experience

Orion Office REIT, 11/2021 – May 2023

Senior Desktop Support Engineer / Systems Administrator

Serviced 50+ remote users and 5 executives to resolve computer problems and provide onsite white glove support.

Troubleshoot and conduct root cause analysis and diagnosis to identify and resolve software and hardware problems.

Administer and troubleshoot software like MRI, Avid, Adobe Acrobat, Docusign and other products

Administer Users & Groups in Azure Active Directory, Teams and Sharepoint

Manage Office/365 Exchange Administration, including mailbox management, moves, permissions, onboarding and offboarding users, shared mailboxes, distribution lists, listing domains, and Outlook issue troubleshooting.

Perform software and hardware installations and upgrades

Troubleshoot several proprietary software programs the company uses to track properties in the portfolio

Exposure to Cyber Security products such as Darktrace, CrowdStrike & MS Defender

Vereit, Inc., 02/2018 – 11/2021

Senior Desktop Support Engineer / Systems Administrator

Serviced 150+ remote users and 15 executives to resolve computer problems and provide onsite white glove support.

Troubleshoot and conduct root cause analysis and diagnosis to identify and resolve software and hardware problems.

Manage Office/365 Exchange Administration, including mailbox management, moves, permissions, onboarding and offboarding users, shared mailboxes, distribution lists, listing domains, and Outlook issue troubleshooting.

Perform software and hardware installations and upgrades

Configure VPN & MFA Access to various users who work remotely and install/update software remotely to computer to troubleshoot issues via SCCM, modified and repaired hardware and resolved technical issues.

Computer Integrated Services, 10/2016 – 11/2017

Senior Desktop Support Engineer/Systems Administrator

Served more than 5,000 users to address and resolve computer problems on site, by phone and via email.

Tracked and logged incidents impacting computer hardware and software and networks for resolution.

Executed services for Office 365\Exchange Administration including mailbox management, user permissions, and troubleshooting of Outlook issues.

Used ConnectWise Ticketing System to track customer requests

Configured VPN and MFA access for remote users and installed software and hardware installations and upgrades.

Taos Mountain/Digital Realty, 11/2015 – 06/2016

Senior Desktop Support Engineer/Systems Administrator

Installed and configured software and hardware: software to include operating systems and different products that the company uses, hardware to include desktop and infrastructure.

Provided technical support for both hardware and software issues.

Manage network servers and administered infrastructure including firewalls, networking equipment, malware/virus and security processes.

Installed and tested peripheral devices such as printers, scanners, security cameras, etc.

Experis/HP, 03/2015 – 11/2015

Enterprise Printer Administrator

Provided onsite support for JPMC fleet of over 9,000 networked printers and provided software updates and security templates with HP Webjet Admin.

Supported field technicians for printer deployment and configuration, and serviced outages and updates.

Entered and tracked trouble tickets and ensured timely follow-up and resolution of work orders.

Used Pharos interface software to install, test, maintain and troubleshoot end-user networked printers.

Giove Company/Five Star Carting, 06/2003 – 3/2014

Information Technology Specialist

Installed software, modified and repaired hardware and resolved technical issues for end-users for computer applications, LAN components and peripherals.

Entered, tracked and resolved trouble tickets with deskside support for workstations, printers, and digital standards.

Education

ACE Institute of Technology

LAN & WAN Administrator

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