ARI COLON
Yonkers,NY
Summary
Enterprise-focused IT Support Specialist with experience delivering Tier 1-2 support in a large-scale healthcare environment supporting 1,000+ end users across multiple locations. Experienced in incident management, SLA-driven ticket resolution, account administration, endpoint deployment, and VoIP systems. Strong background in Active Directory, ServiceNow, Microsoft 365, and network troubleshooting. CompTIA A+ and Network+ certified.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Help Desk Associate
Urban Health Plan, Inc
07.2024 - Current
- Deliver Tier 1-2 technical support in a fast-paced healthcare enterprise environment supporting 1,000+ end users.
- Manage and resolve incidents and service requests through ServiceNow in accordance with SLA requirements.
- Administer user accounts, group memberships, and access permissions using Active Directory and Azure AD.
- Support enterprise VoIP systems including MiCollab and Mitel.
- Troubleshoot hardware, software, network connectivity, and peripheral issues across multiple departments.
- Perform OS imaging, workstation deployment, and lifecycle management for endpoints.
- Collaborate with network and systems teams to escalate and resolve complex technical issues.
- Assist with IT infrastructure setup for new locations and organizational expansions.
Information Technology Specialist
Our Saviour Lutheran School
09.2020 - 03.2025
- Provided full-scope IT support for faculty and administrative staff.
- Managed user accounts, access permissions, and device configurations.
- Maintained desktops, laptops, printers, and network-connected devices.
- Monitored network performance and performed preventative system maintenance.
- Supported classroom technology and infrastructure upgrades.
Operations Manager
Lady Who Launder
06.2014 - 12.2019
- Oversaw daily business operations, payroll, budgeting, and staff supervision.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Increased profit by streamlining operations.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
Receptionist / Office Manager Assistant
Cast & Crew Payroll
09.2017 - 08.2018
- Provided administrative support while maintaining confidential financial and employee records.
- Responded to inquiries from callers seeking information.
- Kept reception area clean and neat to give visitors positive first impression.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered central telephone system and directed calls accordingly.
- Provided clerical support to company employees by copying, faxing, and filing documents.
Education
BBA - Business Administration
Iona College
New Rochelle, NY05-2014
Skills
- Active Directory
- ServiceNow (Incident & Request Management)
- Windows 10/11
- Microsoft 365
- Endpoint Imaging & Deployment
- Hardware & Software Troubleshooting
- Network Connectivity
- VoIP Systems (MiCollab, Mitel)
- MedicusIT
- Atera
- Azure AD (User Administration)
- Access Control & Permissions
- Technical support
- Report creation
Websites
Certification
CompTIA A+
CompTIA Network+
Languages
Spanish
Timeline
Help Desk Associate
Urban Health Plan, Inc
07.2024 - Current
Information Technology Specialist
Our Saviour Lutheran School
09.2020 - 03.2025
Receptionist / Office Manager Assistant
Cast & Crew Payroll
09.2017 - 08.2018
Operations Manager
Lady Who Launder
06.2014 - 12.2019
BBA - Business Administration
Iona College