Summary
Overview
Work History
Education
Skills
Remote Ready
Certifications Training
Timeline
Generic

Kyle Provencher

Monticello,IA

Summary

Tech-savvy support professional with 5+ years of customer service expertise. Specializes in troubleshooting, remote support, and problem-solving. Pursuing CompTIA A+ certification. Proficient in tools like Salesforce, Outlook, and virtual desktop environments. Recognized for autonomous technical problem-solving, effective communication skills, and swift resolution of software and basic hardware issues. Eager to secure a fully remote entry-level IT Help Desk or Technical Support position.

Overview

8
8
years of professional experience

Work History

Remote Support Specialist (Customer Service)

Safelite AutoGlass
07.2022 - Current
  • Delivered technical and scheduling support to nationwide customers via Genesys call system
  • Worked in a virtual desktop (VDI) daily, using Outlook, Salesforce, SV2, and Kronos
  • Troubleshot common software issues, login errors, and glass part confusion with VINs
  • Assisted coworkers via Teams chat with scheduling issues and unfamiliar scenarios
  • Acted as backup for internal data work: extracted Oracle data and automated Excel reports
  • Maintained top-tier KPI performance in a high-volume environment

Dispatch Supervisor / Unofficial IT Support

Pop-A-Lock Roadside Assistance
01.2017 - 01.2019
  • Provided dispatch coordination and customer service across multiple field regions
  • Took ownership of IT issues for a small office: remote troubleshooting, password resets, software re-installations, and PC performance fixes
  • Assisted team members both during and outside of work hours with tech support needs
  • Notably resolved a manager's boot issue over the phone, saving expensive tech service

Education

GED -

Denison Job Corps
Denison, IA
05.2005

Skills

  • Windows 10
  • Windows 11
  • Linux
  • Microsoft Teams
  • Remote Desktop
  • VDI
  • Salesforce
  • Outlook
  • Kronos
  • Verint
  • Genesys
  • DNS
  • IP basics
  • Command-line tools
  • Software support
  • User account issues
  • Printer troubleshooting
  • Network troubleshooting
  • Empathetic communication
  • Time management
  • Peer coaching
  • Documentation
  • Technical assistance
  • Documentation and reporting

Remote Ready

True

Certifications Training

  • CompTIA A+, In Progress, Studying via Professor Messer YouTube + ProProfs exams
  • Udemy: How the Internet Works & Networking Crash Course, Completed
  • Other Learning, PC Building Simulator (hardware familiarity), real-world troubleshooting

Timeline

Remote Support Specialist (Customer Service)

Safelite AutoGlass
07.2022 - Current

Dispatch Supervisor / Unofficial IT Support

Pop-A-Lock Roadside Assistance
01.2017 - 01.2019

GED -

Denison Job Corps

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