VERONIKA ERIKA COLON

ad2j5k@r.postjobfree.com 626-***-****

SUMMARY: ● Experience in help desk/ desk top support opportunities with responsibilities in troubleshooting technical issues both remotely and hands on ● Has experience in high inbound call center environments answering 60-80 calls daily ● Experienced in multiple ticketing systems to include: ServiceDesk, Remedy, Heat, HP Openview, and has experience with ACD reports in Remedy ● Extensive experience identifying, diagnosing and resolving user problems or escalated problems to Tier 2/Tier3 support for resolution. ● Maintained 90% first call resolution and assisted in training of colleagues ● Comfortable working flexible business hours to include weekends SKILLS: ● Windows Server 2003 / 2008, 2012 R2, Office 365, Windows XP/7/8, Android, MS Office, Active Directory, Microsoft Exchange 2007/2010, Virtualization with Vmware, ConnectWise, Symantec Backup, TCP/IP, DNS, DHCP, SMS, RAS, TeleNet, PCAnywhere, VPN, MS Outlook, Lotus Notes, USMT, PXE, Ghosting imaging, Server and Workstation Imaging, Server, Cable/Network Installation, Hardware Upgrades, Salesforce, Anydesk, Teamviewer,

EDUCATION: ● Bachelor's, Computer Information Systems, Bernard Baruch College, New York, NY (Graduated)

EXPERIENCE

Employer: Talent Burst, Client: L.A. County Internal Service Department- Mainframe Support 5/2020 - Present IBM mainframe operations and production control environment including ordering, holding, submitting, cancelling, and monitoring production jobs using the scheduling software application, Control-M; managing incident tickets using Cherwell; mainframe software Endevor to move the customer application programs and application source elements such as Job Control Language (JCL), Procedures (PROCS) and Control Statements to Endevor libraries.

EnvisionTec / Desktop Metal Technical Support – Tier 1 Field Service Engine 11/2017 - 3/2020 Supports customers through product demonstration, troubleshooting and repairs; setting up and demonstrating 3-D printer equipment; this includes Envision One cDLM, D4K Pro and other DLP printers; Service Now, Slack.

Employer: Robert Half, Client: CHLA, Los Angeles, CA Systems Technician 1/2013 – 11/2017 Hardware refresh; ThinClient 3040; set up computers/hardware, COW, Act Dir, config settings, imaging

Employer: CNS Services, Client: Disney, Pasadena, CA Senior POS Technician 9/2008 – 1/2013 Resolved all issues involving the Disney store POS systems and wireless mobile POS systems; IOS Involved in the POS upgrade of over 200 stores to the new Disney mobile POS application. Supported maintenance for Disney POS system, printers, monitors, phone systems and Verifone/PAX debit terminals in both Canada, Puerto Rico and the United States. Worked closely with software developers to quickly diagnose and resolve all issues that affected the POS systems, so both managers and Disney cast members could work with a minimum amount of downtime.

Employer: KForce, Client: LACare, Los Angeles, CA Senior Help Desk Technician 9/2007 - 9/2008 Provides workstation phone and onsite support for users and/or clients; setting up accounts for new user; Plans, analyzes, configures, and installs new pc systems, determine user specifications for hardware/software upgrades; read/write access; Maintains and repairs existing computers, laptops, including audio equipment, projectors, microphones;Documentation and communication for help desk support operations, achieving user comfort level on applications Environment: Windows Server 2003 / 2008, Windows XP/7, QMEIS, MEIS, MHC, QNXT, Essette, Telnet, WebVPN, Citrix, LogMeIn, ACD Manager, Footprints, Windows Sharepoint, Jabber, SSO, MS Outlook