Ian Bouchard
Summary
Dedicated and results-oriented Desktop Support Technician with 2 years of experience supporting technology in K-12 environments. Proven ability to deliver efficient and timely solutions, demonstrated by a 20% improvement in resolution times during my tenure at Techabee. Skilled in troubleshooting hardware, software, and network issues affecting students, faculty, and staff. Possess strong communication and customer service skills, ensuring clear and patient explanations of technical concepts. Passionate and committed to providing seamless technology integration that fosters a positive environment.
Overview
8
8
years of professional experience
Work History
Desktop Support Technician
Techabee
San Jose, CA
04.2022 - Current
- Provided first-level technical support to students, faculty, and staff, addressing hardware and software issues promptly and efficiently
- Exceeded average ticket resolution rate by 20%
- Diagnosed and resolved network connectivity problems, ensuring a stable and secure IT environment
- Produced easy-to-follow guides for IT support to help teams troubleshoot effectively and empower users with self-help resources
- Developed Layer 2 documentation for IT support, detailing network and switch configurations to facilitate improved troubleshooting.
Independent Consulting
Self Employed
05.2016 - Current
- Over 10 years of experience in basic maintenance, installation, repair, configuration and troubleshooting of Windows operating systems for clients
- Constructing custom built PCs based upon client specifications
Financial Services Representative
Travis Credit Union
Fairfield, CA
05.2016 - 02.2022
- Ranked top ten in customers serviced per month with +100 transactions daily
- Collaborated with financial advisors to prepare and deliver client presentations, illustrating investment performance and portfolio diversification
- Implemented efficient account management processes, contributing to streamlined operations and improved client service delivery.
Education
Armijo High School
Fairfield, CASkills
- Ticketing: Hubspot, Freshdesk
- Software: Google Workspace, Active Directory, Confluence, Cisco Meraki, Sonicwall, Ruckus, Slack, Zoom, Office 365
- MDM: Jamf, Mosyle, Intune
- Networking: LAN, DHCP, VPN, DNS
- Platforms: Microsoft Windows, macOS, Android, iOS, Chrome OS
Timeline
Desktop Support Technician
Techabee
04.2022 - Current
Independent Consulting
Self Employed
05.2016 - Current
Financial Services Representative
Travis Credit Union
05.2016 - 02.2022
Armijo High School
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