John Colón Email & Phone Number

Mahwah, Nj

• Confluence system Administrator to Managed content on 5 team spaces• Major content contributor for the internal support WIKI knowledge database • Analyzed and resolved technical issues on the CAD/CAM software system for 1st level teams worldwide• Provided support with product and technology launch projects• Provided on the job training to the first level support teams and sales via remote conference and on-site visits• Collaborate on issues with production support and SAP helpdesk teams to resolve backend system issues• Worked with third part hardware vendor on troubleshooting issues between company software and their hardware • Analyzed software and hardware incident trends to pin point markets for Support training within the local subsidiaries• Increased sales in Global subsidiaries by training local sales and support staff on software\hardware troubleshooting for immediate resolution for specific products and systems

Carlstadt, Nj

• Created knowledge base for reference and quick resolution to issues for the Support team• Trained National team of third party response technicians on hardware repairs• Traveled internationally to train the Support Center during outsourcing of the NJ office• Analyzed call trends to better target training and provide R&D with suggestions on future upgrades.• Responsible for Beta installation and testing of new software.• Aided doctors with clinical issues and intra-oral scanning techniques for live patient cases.• Managed a twelve person team of technical support reps with direct customer contact. • Worked side by side on investigation of patient case issues with our resident clinical expert.

Moonachie, Nj

• Repaired machines in-house and performed quality checks on customer systems for shipment.• Traveled domestically to make on-site customer repairs • Diagnosed software, hardware, and wireless problems remotely.• Identified system problems and assisted onsite technicians remotely repairing scanner systems.• Worked side by side on investigation of patient case issues with our resident clinical expert.• Diagnosed windows Operating systems (Windows XP and Windows 7) issues• Worked with quality team on identifying issues during design and manufacturing stages

Queens, New York, United States

• Negotiated with vendors and manufacturers on pricing of equipment.• Maintained stock of emergency and loaner equipment.• Teamed up with manufacturers on researching equipment to meet client’s specific needs and budget.• Provided site surveys on clients projects and provided detailed layout of system architecture within target budget

Basking Ridge, Nj

• Purchased and tracked delivery of all business equipment for College Bookstores and Home Office.• Kept hardware service contracts for stores up to date with IBM entitlement department.• Acted as liaison between company departments and key vendors on pricing and tracking delivery of equipment.• Tracked spending for various projects and dealt with annual store service and maintenance budget.• Coordinated with IT to document necessary parameters for the operations equipment service vendors.• Oversaw organization of stock rooms for emergency on-hand and loaner equipment and tracked all software for the IT department using an electronic storage system.• Supervised asset recovery and disposal of used store equipment.

• Supported College and University bookstores on sales procedures and POS functionality.• Diagnosed hardware issues and dispatched IBM for on-site service of equipment.• Appointed as disaster recovery specialist for POS system and communicated resolutions for predicaments to fellow employees.• Entered support issues into database and monitored progress of resolution from beginning to end.• Shared “Emergency on Call” rotation with supervisor.• Visited stores experiencing critical system issues to repair system on-site in a timely manner.• Traveled cross-country to facilitate new store installation project in Kentucky.• Trained new employees on all aspects of support.• Established troubleshooting documentation for both support center and end users.

Hackensack, Nj

• Setup and configured server 2000 for small business environment and install software for end users.• Maintained office computers and equipment to ensure operations ran smoothly.• Surveyed sites for clients to make recommendations on equipment and office layouts.• Purchased and setup new equipment for new business clients.Handled technical issues escalated from support team

North Bergen, Nj

• Determined whether problems were caused by hardware or software failure and either resolved or escalated the issue to the next appropriate level in a timely manner.• Coordinated new store openings for the company.• Provided mobile support for laptop and home PC’s to remote users nationwide.• Configured laptops for mobile use.• Handled communications between upper management and supporting technicians with update on progression of outage repair.• Rotated responsibilities for cross training within Support Services, which included Desktop support, Application support and Retail support center.• Compiled support documentation for knowledge database.• Created and modified user accounts on Novell, AS/400 and electronic mail systems.• Adhered to Service Level Agreements established by Support Services and IT Management.• Converted software for Year 2000 compliance.

Moonachie, Nj