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
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
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