Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Jonathan Boulgier

Westbrook,ME

Summary

Accomplished ITSM Systems Administrator with a proven track record at WEX Inc., enhancing IT service delivery through the implementation of ServiceNow and Jira Service Management. Expertise in ITIL practices and incident management led to significant improvements in operational efficiency. Strong leadership skills and adept problem-solving abilities facilitate success in fast-paced environments, ensuring a customer-focused approach.

Overview

26
26
years of professional experience
1
1
Certification

Work History

ITSM Systems Administrator

WEX Inc
Portland, ME
11.2016 - 04.2025
  • Oversee the configuration, maintenance, and management of IT Service Management (ITSM) tools (e.g., Jira Service Management, Cherwell/Ivanti, ServiceNow) to ensure efficient IT service delivery and operations.
  • Ensure ITIL best practices are applied in day-to-day operations, including incident, problem, change, and configuration management processes.
  • Implement and manage third-party integrations, custom scripts, and plugins within the ITSM platform to extend functionality, and improve operational efficiency.
  • Successfully implemented ITSM tools, Jira Service Management, and Cherwell, streamlining incident and change management processes.
  • Automated service request fulfillment results in efficiency gains, both in time to fulfill and full-time employee hours.

Senior Associate Computer Operator

DXC Technology
Portland, ME
04.2016 - 11.2016
  • Led a team of operators in the Operations Center, overseeing day-to-day operations, and ensuring the smooth functioning of critical infrastructure.
  • Managed incident response and escalation, ensuring timely resolution, and minimizing service disruptions.
  • Monitored and maintained the health and performance of key infrastructure, proactively identifying and addressing potential issues.
  • Coordinated with internal teams and vendors to resolve complex operational issues, and maintain service continuity.
  • I left this position upon being rehired by WEX Inc. As an ITSM administrator.

Global Operations Team Lead

WEX Inc.
South Portland, Maine
09.2013 - 04.2016
  • Direct team in managing everyday activities within Data Center/NOC.
  • Monitoring daily network, hardware, software, and storage operations.
  • Specialized in international operations and support.
  • Primary contact for the international network infrastructure provider, CSC.
  • Created, documented, and oversaw policies and procedures.
  • First-level incident management for major incidents.
  • I left this position upon being hired by DXC Technology, as IT had been outsourced at WEX Inc.

Contractor, Operator Analyst

Pro Search Inc
Portland, Maine
01.2012 - 09.2013
  • Contracting as an Operator Analyst for WEX Inc
  • Monitoring daily network, hardware, software and storage operations
  • Providing first level troubleshooting support
  • Contacting second level support and/or customers and vendors for problem resolutions
  • Primary contact for international network infrastructure provider, CSC
  • Worked a floating schedule in order to provide coverage as needed

CSR I, Advisor

T-Mobile
Oakland, Maine
11.2005 - 04.2010
  • Providing world class customer service to mobile phone customers
  • Assisting customers with technical problems with their equipment and services
  • Supporting other representatives in training operations support
  • Supporting team leads in a back-up role when they are unavailable

Lead Technician

Indecon Consulting
Portland, Maine
09.2005 - 10.2005
  • Deploying computer systems for a major health insurance company
  • Imaging and setup of computers
  • Testing new computers with individual users
  • Troubleshooting computers

Lead Technician, Assistant Lead Technician

Trasys, LLC
Portland, Maine
08.2002 - 09.2005
  • Deploying computer systems for a major health insurance company
  • Imaging and setup of computers
  • Overseeing technician teams deploying new hardware
  • Providing first level troubleshooting for new hardware and being the point of contact for second level support

Computer Technician

Sygnetics Corp
Brunswick, Maine
09.2003 - 12.2003
  • Deploying computer systems for Brunswick Naval Air Station
  • Setup of computers
  • Troubleshooting computers

Telephone Sales Rep I, Program Supervisor

ICT Group Inc.
Lewiston, Maine
10.1999 - 11.2002
  • Telephone sales for a variety of companies
  • Supervise 20 - 60 Telephone Sales Reps
  • Data Entry (60/80 WPM)

Customer Care Rep. II

EnvisioNet (Now Microdine)
Augusta, Maine
12.2000 - 06.2001
  • Telephone Customer Service for Dell Computer Corporation

Education

Bachelor of Arts - Business Management

University of Maine At Augusta
Augusta, Maine
05-2001

Bachelor of Arts - Business Management

Eastern Nazarene College
Quincy, Massachusetts
12-2000

College Preparatory Diploma -

Monmouth Academy
Monmouth, Maine
06-2000

Skills

  • ITSM tools (eg, ServiceNow, Jira Service Management, Ivanti)
  • Incident Management
  • Problem and Change Management
  • API Integrations
  • Attention to detail
  • Time management
  • Problem Solving and Analytical Thinking
  • Communication skills (written and verbal)
  • Leadership and team collaboration
  • Documentation and reporting (technical documentation, incident reports)
  • Customer service orientation
  • Adaptability and quick learning

Certification

  • ITIL Foundation Certificate in IT Service Management
  • Jira Service Management Fundementals Badge
  • ServiceNow Administration Training

References

References available upon request.

Timeline

ITSM Systems Administrator

WEX Inc
11.2016 - 04.2025

Senior Associate Computer Operator

DXC Technology
04.2016 - 11.2016

Global Operations Team Lead

WEX Inc.
09.2013 - 04.2016

Contractor, Operator Analyst

Pro Search Inc
01.2012 - 09.2013

CSR I, Advisor

T-Mobile
11.2005 - 04.2010

Lead Technician

Indecon Consulting
09.2005 - 10.2005

Computer Technician

Sygnetics Corp
09.2003 - 12.2003

Lead Technician, Assistant Lead Technician

Trasys, LLC
08.2002 - 09.2005

Customer Care Rep. II

EnvisioNet (Now Microdine)
12.2000 - 06.2001

Telephone Sales Rep I, Program Supervisor

ICT Group Inc.
10.1999 - 11.2002

Bachelor of Arts - Business Management

University of Maine At Augusta

Bachelor of Arts - Business Management

Eastern Nazarene College

College Preparatory Diploma -

Monmouth Academy

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Jonathan Boulgier