Help Desk Desktop Support

ERIKA COLON

**********@***.*** 626-***-****

SUMMARY

Senior-level IT professional with extensive experience in desktop support, help desk operations, and field services. Proven expertise in hardware deployment, software configuration, troubleshooting complex systems, and supporting enterprise-level technologies. Adept in fast-paced environments with a strong record of first-call resolution and cross-functional collaboration.

TECHNICAL SKILLS

Windows Server 2003–2019, Office 365, Windows 7–11, Active Directory, Exchange 2007/2010, VMware, Salesforce, ServiceNow, Remedy, ConnectWise, Symantec Backup, TCP/IP, DNS, DHCP, VPN, PXE, USMT, Ghost Imaging, TeamViewer, AnyDesk, Dameware, Citrix, Lotus Notes, RAdmin, Cherwell, Bluebeam, Crystal Reports, Control M, Endeavor, Entra, Intune, Azure

EDUCATION

B.S. in Computer Information Systems – Bernard Baruch College, New York, NY

PROFESSIONAL EXPERIENCE

Dept. of Public Works (Contract) – Alhambra, CA

PCR Tech Lead 11/2024 – 05/2025

Led technical support and oversight for infrastructure rollout, system optimization, and endpoint deployments.

Managed technical coordination of field equipment, ensured project deadlines were met, and escalated unresolved issues.

Provided advanced troubleshooting, hardware diagnostics, and end-user support across multiple departments.

EnvisionTec / Desktop Metal

IT Supervisor – Field Services & Tier 1 Support 11/2021 – 10/2024

Supervised nationwide Tier 1 technical support staff, assigning tasks, conducting evaluations, and mentoring for performance improvement.

Led diagnostics, firmware updates, and system calibration for industrial 3D printers; resolved complex hardware, software, and network issues.

Directed client training on software integration, print optimization, and secure data handling to support enterprise workflows.

Implemented service process improvements, standardized documentation, and led cross-functional IT projects to reduce downtime and enhance system reliability.

Collaborated with internal teams to align IT services with business goals, track KPIs, and support strategic reporting and compliance initiatives.

PacSun (Remote) – Anaheim, CA

Support Services Agent (POS) 10/2020 – 01/2021

Provided real-time POS and desktop support for 400+ retail locations.

Troubleshot via Remote Desktop, ServiceNow, RingCentral, Active Directory.

LA County – VSAP Elections

Network Field Engineer 09/2020 – 11/2020

Installed Cradlepoint AER2200 routers and ensured secure network connectivity at election sites.

Configured PollPad workstations, printers, and performed speed tests with NOC.

Disney (via US Tech) – Anaheim, CA

POS Technician 04/2019 – 03/2020

Deployed Samsung tablets, barcode scanners, and POS peripherals across Disney properties.

Ensured alignment with PR tech strategy and architectural standards using ServiceNow, Slack, Appetize.

CHLA (via Robert Half) – Los Angeles, CA

Systems Technician 01/2019 – 03/2019

Performed imaging, deployment, and setup of Dell ThinClients and workstation peripherals.

Goodwill (via Robert Half) – Los Angeles, CA

Deployment Technician 11/2018 – 12/2018

Installed and tested POS systems, receipt printers, and credit card terminals across regional stores.

Disney (via CNS Services) – Pasadena, CA

Senior POS Technician 09/2017 – 07/2018

Supported over 200 stores across the U.S., Canada, and Puerto Rico with Disney's new mobile POS rollout.

Diagnosed software/hardware failures, coordinated vendor support, and minimized retail downtime.

Vallarta Supermarket – Los Angeles, CA

Help Desk/Desktop Technician 08/2017 – 09/2017

Resolved software, network, and hardware issues for multiple in-store users.

Kaiser Permanente (via CompuCom) – Pasadena, CA

WPS-Senior Technician 01/2016 – 03/2016

Deployed over 2,500 POS and workstation devices in California-based locations.

LACare (via KForce) – Los Angeles, CA

Senior Help Desk Technician 10/2014 – 03/2015

Provided escalated support for network, VPN, and system access issues in healthcare environments.

Wellspan Hospital (via EBryIT) – York, PA

Deployment Technician 11/2013 – 03/2014

Executed PC refresh and software imaging using Altiris and USMT for hospital systems.

Penndot (via IBusiness Solutions) – Mechanicsburg, PA

IT Technician 04/2013 – 07/2013

Deployed Windows 7 OS, managed Active Directory accounts, and provided remote/onsite troubleshooting.

NovitaSolutions – Camp Hill, PA

EDI Analyst 01/2012 – 11/2012

Supported Medicare providers and vendors on SFTP and DDE systems for claims processing.

Sprint / Nextel – Harrisburg, PA

Technical Support Level II 07/2007 – 12/2008

Provided second-tier diagnostics for 3G/4G mobile networks and resolved customer service tickets.

Dept. of Public Welfare – Harrisburg, PA

Help Desk Analyst 06/2006 – 06/2007

Supported end-users of HCSIS/Promise, handled application issues, access management, and documentation.

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