Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
Generic

Nicolas Colón

Houston

Summary

Detail-oriented IT professional with a proven track record in troubleshooting complex technical issues and delivering comprehensive hardware, software, and network support. Exceptional communication and project management skills contribute to achieving organizational IT goals. Recognized for effectively managing multiple tasks in fast-paced environments, ensuring seamless operations and enhanced productivity.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Desktop Support Technician

MRE Consulting | The Friedkin Group
04.2025 - Current
  • Significant contribution in the migration of all users from Windows 10 to Windows 11, ensuring minimal disruption and full compatibility with enterprise applications.
  • Administered user accounts and device policies using ADManager and SCCM, streamlining onboarding and access control.
  • Delivered comprehensive hardware and software support via the ServiceNow ticketing platform, maintaining high resolution efficiency.
  • Contributed to documentation efforts, including knowledge bases, status reports, and meeting notes to support ongoing IT initiatives.

Technical Support Specialist II

Vonage
09.2022 - 04.2025
  • Provided comprehensive technical support for VoIP systems and LAN/WAN networks within enterprise environments ranging in scale.
  • Recognized as a top performer in ticket resolution metrics and customer satisfaction, consistently exceeding service level expectations.
  • Developed and maintained knowledge base documentation, contributing to improved internal workflows and adherence to service-level agreements (SLA).
  • Regularly coordinated with the engineering team to escalate and resolve issues in line with business and security goals.

Technology Services

Kalamazoo Public School
02.2022 - 09.2022
  • Supported 1000+ devices (Windows, macOS, ChromeOS), ensuring secure data access and compliance with internal IT policies.
  • Assisted in system and software updates, ensuring compatibility and compliance with security standards for educational IT environments.
  • Supported IT asset management and led large-scale device upgrade projects in terms of both deployment and asset inventory management.

IT Internship

Walther Farms
08.2021 - 02.2022
  • Supported hardware and software maintenance; deployed devices on company domain and managed form uploads to private servers.
  • Utilized Microsoft Office applications extensively for daily tasks.

Education

Bachelor's Degree - Computer Information Systems

Western Michigan University
Kalamazoo, MI
12.2021

Skills

  • Windows 10/11, MacOS
  • Microsoft Office Suite, SCCM
  • Active Directory
  • TCP/IP, LAN/WAN
  • Helpdesk Tools (RDP, ConnectWise, TeamViewer)
  • Technical Documentation
  • Project Management
  • Vendor Management
  • Troubleshooting & diagnostics
  • Problem Solving and Critical Thinking
  • Interpersonal Communication

Certification

  • CompTIA A+ December 2022
  • CompTIA Network+ February 2023
  • CompTIA Security+ March 2024
  • AWS Cloud Practitioner January 2025

Awards

Employee of The Month, 1x 2023 winner, 1x 2024 winner, Multiple nominations (2023-2024)

Timeline

Desktop Support Technician

MRE Consulting | The Friedkin Group
04.2025 - Current

Technical Support Specialist II

Vonage
09.2022 - 04.2025

Technology Services

Kalamazoo Public School
02.2022 - 09.2022

IT Internship

Walther Farms
08.2021 - 02.2022

Bachelor's Degree - Computer Information Systems

Western Michigan University

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