JOSHUA BOUVIER
Technical Support Specialist II
Gray,Maine
Summary
As a dedicated Technical Support Specialist with almost 2 years of experience in providing top-notch technical support and customer service. Skilled in diagnosing, troubleshooting, and resolving a wide range of technical issues, including software, hardware, and network-related problems. Proficient in using ticketing systems to manage and prioritize support requests efficiently. Strong communication skills with the ability to explain complex technical concepts to non-technical users, ensuring a positive customer experience. Committed to continuous learning and staying updated with the latest technology trends to deliver effective solutions and contribute to the overall success of the UNE team. Qualified Advanced Technical Support Specialist with almost 2 years of helpdesk and customer service experience. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
4
4
years of professional experience
Work History
Technical Support Specialist II
University of New England
Portland , Maine
2024.01 - Current
- Installation and Setup: Assists with the installation, configuration, and setup of new software, hardware, and systems
- Security Management: Ensures that systems are secure by managing passwords, applying patches, and educating users on best practices for cybersecurity
- Feedback and Improvement: Collects user feedback and suggests improvements to products, services, or internal processes based on recurring issues
- Advanced Troubleshooting: Handles complex technical issues that require deeper knowledge of system architecture, networking, and software diagnostics
- Scripting and Automation: Develops scripts and uses automation tools to streamline repetitive tasks, improve system efficiency, and reduce the manual workload
- Technical Escalation: Acts as the point of escalation for lower-level support staff, providing guidance and expertise on challenging technical issues
- Project Involvement: Participates in IT projects, such as system migrations, software rollouts, and infrastructure upgrades, often taking on leadership or coordination roles
- Mentoring and Training: Provides mentoring and advanced training to junior tech support staff, sharing knowledge and helping to build their technical skills
- System Integration: Works on integrating new technologies and systems into existing IT environments, ensuring compatibility and seamless operation.
Technical Support Specialist
University of New England
Portland , Maine
2023.01 - 2023.12
- Troubleshooting and Issue Resolution: Diagnoses and resolves technical issues related to software, hardware, and network connectivity for users
- Customer Support: Provides assistance to customers via phone, email, or in person, ensuring they understand and resolve their technical problems
- Documentation: Creates and maintains records of issues, solutions, and frequently asked questions to help streamline future support
- User Training: Offers guidance and training to users on how to use specific software, hardware, and other IT systems effectively
- Incident Management: tracks support requests, prioritizing and escalating issues when necessary to ensure timely resolution
- Collaboration: Works with other IT professionals, such as network administrators and developers, to resolve more complex issues
- Feedback and Improvement: Collects user feedback and suggests improvements to products, services, or internal processes based on recurring issues.
Yard Pro
Hancock Lumber
Yarmouth , Maine
2020.07 - 2022.12
- Work with customers to find the right products they need for their specific jobs
- Unload and load trucks
- Also work with management to track inventory and organize special order inventory with Bis track
- Offered advice and assistance to customers, paying attention to special needs or wants
- Cultivated customer loyalty, promoted repeat business and improved sales
- Investigated and resolved customer inquiries and complaints quickly
- Exhibited high energy and professionalism when dealing with clients and staff
Education
High - undefined
Gray-New Glouster High School
Skills
Customer Serviceundefined
Timeline
Technical Support Specialist II
University of New England
2024.01 - Current
Technical Support Specialist
University of New England
2023.01 - 2023.12
Yard Pro
Hancock Lumber
2020.07 - 2022.12
High - undefined
Gray-New Glouster High School
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