Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic

Gavin Bunge

Madison ,Wisconsin

Summary

Multi-year customer service, sales, troubleshooting and leadership experience in both low and high-level positions leading to an expansive array of technical and people skills. I have always enjoyed the small talk and getting to know who I'm connecting with in all things. Connections with people have always been the name of my game. I always find joy in helping people in small and large ways that have set me apart from peers. The enjoyment of fixing problems, combined with the attention to detail, willingness and ambition to get things done, and the compassion to help those around me fuels the belief that I can and will succeed wherever I go.

Overview

11
11
years of professional experience

Work History

End User Device Associate

UW Health
Madison, WI
03.2025 - Current
  • Support all of UW Health's clinics, hospitals, and remote staff with all PC and Apple hardware fixes and software deployment needs
  • Intake all requests via ServiceNow and phone to accurately gauge, plan, and deploy fixes. While simultaneously anticipating down-the-road expectations and scenarios
  • Troubleshooting includes but is not limited to running Dell Command Updates, Re/imaging laptops and desktops, hardware replacements in devices (fans, batteries, etc), CMD line runs, and interdepartmental outreach
  • Remote into users' devices via BeyondTrust Bomgar to accurately and live fix reported problems
  • Currently helping in the mass project to update 33,000 devices to Windows 11. This is done manually as well as by script run. With the greatest challenge being interdepartmental planning of these deployments
  • Travel to all hospitals and clinics from Green Bay to Rockford for on-site repairs of devices
  • Connecting via Teams and ServiceNow with colleagues stretching from C-Suite to Interns and facilitating their needs in a timely manner
  • Some tools used: Infoblox, Adobe Admin Console, Citrix-Health Link, Absolute, ADSEC, WFM

Assistant Manager

FedEx Office
Madison, WI
11.2024 - 03.2025
  • Assisted customers with a variety of printing, shipping, and design requests
  • Lead by example in giving recommendations to customers on their designs and tailor each job to fit their needs
  • Assisted in the reimaging and deployment of in-house desktops and devices
  • Kept inventory of boxes, paper, and ink up to date so as to never run out of products, avoiding the loss of business
  • Monitored employee attendance records, timekeeping, and payroll information
  • Personally increased our stores' rating from a 3.9 star rating to a 4.6 due to my innate talent for customer satisfaction
  • Helped lead the store to a higher dollar KPI threshold for sales as I partnered with each employee individually to help them grow their skillset

Technical Support Engineer Tier 2

Zendesk
Madison, WI
04.2022 - 08.2023
  • Assisting customers in troubleshooting and know-how across the entire Zendesk Suite via messaging, Zoom, and email
  • Highly skilled in Explore (analytics), Sell (CRM), and Support, with extensive knowledge of Chat, Guide, and Talk
  • For the 2022 work year, received exceeding expectations for Quality and quantity metrics
  • Continuously being the go-to for most of my team in troubleshooting Explore and Sell
  • Accepting manager escalations for tickets and quickly resolving pressing issues faced by customers
  • Assisting in taking care of our Triaging process and Social media
  • Held a 96%+ CSAT since I began working here, with December 2022- June 2023 being 100% satisfaction from customers
  • Assisting in the implementation and customer success of the product not expected in my role
  • Maintained a weekly group training session to better lift and support my coworkers in areas I excelled at
  • Put together training to present in team meetings
  • Regularly interacting with our Product Developer group to do advanced troubleshooting with Rest API's, JSON's and Console
  • Taking escalated tickets from our tier one group and troubleshooting the issues faced, usually Product dev intensive
  • Connecting with our Developer team in taking ownership of the customer issue while Dev fixes any reported bugs
  • Daily usage of Datadog and Django
  • Usage of API calls using Postman to eventually use with our dev team investigations
  • Generating and reading HAR files to troubleshoot more in-depth issues
  • Recreating problems in a test environment to accurately figure out what is wrong on Zendesk's side and what's wrong on only the customers

Specialist/Expert

Apple Inc.
Madison, Wisconsin
04.2020 - 04.2022
  • Helped align and assist customers in buying processes from start to finish
  • Created immense brand loyalty and customer rapport for lasting relationships
  • Escorted customers to products and pointed out complementary items to boost store sales
  • Consistently help to create brand loyalty by digging into customers wants, needs, likes, and dislikes to better tailor their experiences and product recommendations
  • Lead daily trainings and discussions on product knowledge with veteran and new employees daily
  • Helped grow business accounts by assisting current business customers and adding new ones through small and large discussions
  • Consistently first across almost all metric related fields. Surpassing even higher tier veteran employees in a short period of time
  • Currently assisting heavily in training of new hires in both product and customer journey knowledge
  • Seen as the "go-to" for all customer inquiry, teaching, and in-depth questions as well as conflict resolution for over seventy employees
  • Technical exposure across the entire iOS system including hands on learning with troubleshooting and technical assistance
  • Motivated team members to continuous improvement in promoting and selling target products

Desk Lead

Schwoegler's Entertainment Center
Madison, WI
09.2014 - 04.2022
  • Welcomed patrons to front desk and engaged in friendly conversations while assisting with their needs
  • Completed end-of-day reporting and balanced registers to maintain financial accuracy
  • Continuously helping to build bowling leagues and create new ownership opportunities through our Pro-Shop. Going beyond what is asked to build the business
  • Leading a team and training them in all aspects of the job to better serve the customers and business
  • Immense problem solving in a fast pace environment

Initial Tax Preparer (Intern)

Sorge CPA & Business Advisors
Madison, WI
11.2018 - 04.2019
  • Supplied detailed tax documentation needed to submit accurate corporate and individual returns
  • Reduced errors associated with missed tax benefits by completing comprehensive reviews of internal tax preparation documents
  • Produced US and state income, gift tax and estate tax returns for individuals
  • Supported work of senior-level accounting and tax preparation professionals to maximize office productivity
  • Knowledgeable in a variety of tax documents from 1099-Div all the way to Schedule K-1's

Education

Associate of Applied Science - Accounting

Madison College
Madison, WI

High School Diploma -

Verona Area High School
Verona, WI

Skills

  • Analytical
  • Leadership
  • Decision-making
  • Relationship building
  • Communication
  • Excel/Word Advanced
  • Working collaboratively
  • Conflict resolution
  • Python
  • Hardware troubleshooting
  • Datadog
  • API
  • Software Troubleshooting
  • Postman

Software

IOS

Python

Timeline

End User Device Associate

UW Health
03.2025 - Current

Assistant Manager

FedEx Office
11.2024 - 03.2025

Technical Support Engineer Tier 2

Zendesk
04.2022 - 08.2023

Specialist/Expert

Apple Inc.
04.2020 - 04.2022

Initial Tax Preparer (Intern)

Sorge CPA & Business Advisors
11.2018 - 04.2019

Desk Lead

Schwoegler's Entertainment Center
09.2014 - 04.2022

Associate of Applied Science - Accounting

Madison College

High School Diploma -

Verona Area High School

Similar Profiles

CREATE PROFILE