- Over 10 years of experience providing both remote and on-site technical support to customers and answering high volumes of calls daily. - Experienced in various ticketing systems such as Remedy, Heat, and HP Openview and has worked with multiple operating systems including Windows, Mac, and Android. - History of maintaining high first call resolution rates of around 90% and training other technicians.

1. ERIKA COLON
P.O. Box 93058
Pasadena, CA 91109
626-644-4588
SUMMARY:
● 10+ years experience technical professionals; 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: Remedy, Heat, HP Openview, and has
experience with ACD
reports in Remedy
● Provide analytical, technical problem solving support and mentoring to Medicare providers,
vendors, billing
services, and clearinghouses by leading a technical EDI Help Desk
● 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, 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,
Ghosting imaging, Server and Workstation Imaging, Server, Cable or Network Installation,
Hardware Upgrades
EDUCATION:
● Bachelor's Degree, Computer Information Systems, Bernard Baruch College, New York, NY
(Graduated)
Obtaining Certified Ethical Hacker
EXPERIENCE
Employer: CompuCom, Client: Kaiser, Pasadena, CA
1/2016 – 3/2016
Workstation OPPR Technician
Support a robust Microsoft based network running XP, Windows 7 and Lotus Notes. Server, PC,
MAC and Laptop expertise needed to perform the duties of this position. Under the guidance of IT
representatives, duties may include some or all of the following: receiving assets, moving
equipment within and/or between facilities, staging equipment for build/image activity,
interviewing clients as part of pre-deployment asset discovery, executing equipment replacement

2. activity, updating asset management system to reflect work performed, monitoring daily activity,
installing and maintaining PC hardware and software, troubleshooting network usage and
computer peripherals, perform system backups and data recovery, resolve network
communication problems independently, e-mail administration, disk capacity monitoring and
network security, preparing assets for disposition, other administrative duties.
Employer: KForce, Client: LACare, Los Angeles, CA
10/2014 - 3/2015
Senior Help Desk Technician
● 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
Employer: EBryIT, Client: Wellspan Hospital, York, PA (1099 Contractor)
11/2013- 03/2014
Deployment Technician
● Responsible for PC Refresh for Wellspan Hospitals and clinics in PA
● Handled the basic Installation/de-installation CPU & Monitor
● Responsible for helpdesk technical support for remote troubleshooting for users
● Handled Hard Drive Removal, Life touch automation, reimaging, Altiris, backup and restore,
● Confirmed Bios Password and QA checks with end users
Environment: Windows Server 2003 / 2008, Windows XP/7/8, USMT, Ghosting imaging, Server
and Workstation
Imaging, Server, Cable or Network Installation, Hardware Upgrades, Virtualization with Vmware,
MS Office Suite, Active
Directory, Exchange, Symantec Backup, DNS, SMS, PCAnywhere, ECare
Employer: IBusiness Solutions, Client: Penndot, Mechanicsburg, PA (Contractor)
04/2013 - 07/2013

3. IT Technician
● Responsible for the Implementation of Windows 7 and Active Directory for financial agency
● Handled follow up of computer and user account management
● Handled high volumes of inbound calls to resolve technical issues both remotely and hands on
● Responsible for maintaining the group policy administration and database
● Supported technical support issues for both domain and networks administration
Environment: Virtualization with Vmware, Windows Server 2003 / 2008, Windows XP/7/8,
Active Directory, HP
Openview, SMS, Ghost, TeleNet, Citrix
Employer: NovitaSolutions, Camp Hill, PA (FTE)
01/2012 - 11/2012
EDI Analyst
● Provided analytical, technical problem solving support and mentoring to Medicare providers,
vendors, billing
services, and clearinghouses by leading a technical EDI Help.
● Analyzed, troubleshot, and supported EDI telecommunications via dial-up, SFTP, and DDE
technology as well as
EDI products and services.
● Handled high volumes of inbound calls to resolve technical issues both remotely and hands on
● Identified and reviewed reporting deficiencies, analyze and evaluate data, and pursue any
corrective action
required in order to ensure accurate and timely electronic claims submissions.
Environment: SFTP, DDE, MS Office Suite, Windows Server 2003 / 2008, Windows XP/7,
Outlook, Active Directory, CMS,
SharePoint, Connectwise
Employer: Sprint / Nextel, Harrisburg, PA (FTE)
07/2007 – 12/2008
Technical Support Level II
● Supported the first line technicians in the local market by efficiently diagnosing and resolving
both internal and
external customer network trouble tickets.
● Determined if the customer’s problem/complaint was network, coverage or subscriber
hardware related utilizing
specialized test hardware and software.
● Responsible for handling 60-80 inbound calls to resolve technical issues for end users
● Completed ACD and Crystal Reports in Heat Ticketing System
Environment: Heat, Windows 98, MS Office Suite, IOS, Android, CDMS, 3G, 4G, Data

4. Migration
Employer: Dept of Public Welfare, Harrisburg, PA (FTE)
06/2006 - 06/2007
Help Desk Analyst
● Provided problem-solving support to computer users of HCSIS and Promise applications
● Enrolled and setting up user parameters
● Was responsible for managing all procedures related to the identification, prioritization, and
resolution of end user
help requests, including the monitoring, tracking, and coordination of Help Desk functions (ATS);
● Contributed to problem resolution by giving in-person, hands-on support training to end users.
Environment: Remedy, Outlook, Lotus Notes, MS Office Suite, Windows XP/98, PCAnywhere,
SQL