Rolland Colón

About Rolland Colón

IT Service Desk Manager at InMarket Media in Los Angeles California I have…

Experience

1. IT Service Desk Manager

   InMarket

   Aug 2021 — Present · US

   Lead day-to-day operations of the InMarket IT Department and Service Desk, ensuring timely and effective resolution of technical issues• Train, mentor, and manage IT support staff to foster professional growth and maintain service excellence• Define and manage ITSM processes to meet or exceed SLA targets, including 24/7 critical issue response coordination• Developed and maintain ticketing metrics and dashboards to track key performance indicators (KPIs) and drive continuous improvement• Provide technical support to 350+ remote users across the U.S.(Mac, Windows, Linux)• Oversee IT Asset Management: procure, deploy, track, and manage hardware (laptops, phones, peripherals, etc.)• Serve as Systems Administrator and Platform Manager for key IT infrastructure and SaaS tools• Administer Google Workspace and JumpCloud environments, managing identity, access, and device security• Manage IT onboarding/offboarding processes for all new employees and contractors• Lead annual security awareness training and coordinate quarterly phishing campaigns• Administer access for a broad range of SaaS platforms including: Google Workspace, Freshservice, O365, Zoom, Asana, Adobe Creative Cloud, KnowBe4, Slack, Highspot, Deskpass, and more• Partner with the IT Security team on endpoint protection, firewall configuration, and physical security initiatives• Participate in bi-weekly agile sprints with the security team to align IT support with security objectives• Conduct research and implement technology solutions to meet evolving organizational needs• Built and maintain an internal Knowledge Base to promote end-user self-service and reduce support ticket volume• Facilitate weekly EOS (Entrepreneurial Operating System) team meetings to align goals and track progress• Key contributor to SOC 2 (Type I & II) and ISO 27001 certifications—responsible for collecting evidence, managing audits, and conducting quarterly access reviews

Education

• National Holistic Institute

  Certified Anvanced Neuromuscular Massage Therapist and Health Educator, Massage Therapy/Therapeutic Massage/Neuromuscular Therapy

  2016 — 2017

• Miami University

  -, Secondary Education

  1996 — 1998

• Comptia Training Camp

  -, Comptia A+, Net+, Remote Support Certification Courses

  2007 — 2007

Skills

• Social Networking
• Security
• Enterprise Software
• Sales Management
• Project Management
• Technical Recruiting
• Consulting
• Customer Relationship Management (Crm)
• Screening
• Hiring
• Business Process Improvement
• Interviews
• Troubleshooting
• Microsoft Office
• Sales
• Data Center
• Saas
• Information Technology
• Sales Operations
• Professional Services
• Customer Service
• Managed Services
• Sourcing
• Vendor Management
• Vmware
• Social Media
• Cloud Computing
• Management
• Team Building
• Networking
• Salesforce.com
• Applicant Tracking Systems
• Virtualization
• Recruiting
• Crm
• Leadership
• Solution Selling
• Cold Calling
• Strategic Sourcing
• Marketing