Microsoft Power Apps
Kyle Kulickowski
Technical Support Specialist III
Sanford,ME
Summary
Organized and dependable team member successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Well-versed in building positive relationships with end-users, peers and other stakeholders. Skilled at overseeing complex, high-value technical projects with excellent planning contingencies while drawing engagement and interest from peers.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
Work History
Technical Support Specialist III
University Of New England, UNE
Biddeford, ME
05.2022 - Current
- Shepherded end-users and peers through ongoing or multifaceted technical struggles to research long-term solutions.
- Assessed quality and completeness of tickets for escalation to Tier 3 teams.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure up to date and operational.
- Developed Power Apps to assist end-users and internal support to more effectively and efficiently reach resolutions.
- Prepared in depth documentation for end-users and peers including process and policy articles.
- Lead for implementing and developing training programs/process.
- Patched software and installed new versions to keep the University current, eliminate security problems and protect data.
- Generated reports to track performance and analyze trends in conjunction with Director of User Services.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Designated as final point of escalation for issues and questions within User Services team.
- Cover roles and responsibilities for Director of User Services when they are unavailable or out of office.
Technical Support Specialist
University Of New England, UNE
Biddeford, ME
08.2020 - 05.2022
- Successfully developed and implemented new systems for tracking inventory and managing 2400+ leased devices, returns and deployments via Power Apps and Power Automate.
- Developed and tested new applications for the university to use for inter-departmental communication and automation via Power Apps and Power Automate.
- Resolved diverse range of technical issues across multiple systems and applications for end-users.
- Tracked computer equipment, peripherals and network servers via master documentation in SharePoint.
- Collaborated with supervisors to escalate and address end-user inquiries and technical issues.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Helped streamline repair processes and update procedures for support action consistency.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Documented all transactions and support interactions in system for future reference.
Help Desk Assistant Coordinator
University Of Maine, Orono
Orono, ME
07.2019 - 06.2020
- Worked with supervisor to assess needs and determine best courses of action.
- Maintained master schedule and set up appointments for 15+ employees.
- Delegated tasks to helpdesk team members.
- Held meetings with ITS department and outlined goals.
- Developed revisions for systems and procedures by evaluating operational practices and identifying improvement opportunities.
- Oversaw technical, operational, clerical and customer service support activities.
- Led comprehensive staff member training covering key topics.
- Coached employees through day-to-day work and complex problems.
UTSC Student Technician
University Of Maine, Orono
Orono, ME
08.2017 - 08.2019
- Assisted IT department staff by responding to messages for company's help desk(Network of 18,000 users).
- Disassembled old computers to salvage parts and properly disposed of rest.
- Wiped computer hard drives to remove any sensitive data prior to use by newly hired employees.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Helped streamline repair processes and update procedures for support action consistency.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Education
Bachelor of Science - Elementary Education
University of Maine
Orono, ME 08.2014 - 05.2019
High School Diploma -
South Central High School
Winterville, NC 08.2007 - 06.2012
Skills
Performance Optimization
Software Debugging
Mac systems
Desktop support
Remote IT Implementation
Technical documents comprehension
Staff education and training
Ticket support system management
Documentation Management
Organization and Time management
MS Office
Maintenance & Repair
Technical issues analysis
Planning and Coordination
Critical Thinking
Teambuilding
Software
Microsoft Flow
MS Office
Active Directory
Service Now
Powershell
Group Policy
Timeline
Technical Support Specialist III
University Of New England, UNE
05.2022 - Current
Technical Support Specialist
University Of New England, UNE
08.2020 - 05.2022
Help Desk Assistant Coordinator
University Of Maine, Orono
07.2019 - 06.2020
UTSC Student Technician
University Of Maine, Orono
08.2017 - 08.2019
Bachelor of Science - Elementary Education
University of Maine
08.2014 - 05.2019
High School Diploma -
South Central High School
08.2007 - 06.2012