Michael P. Gamache
Phippsburg,ME
Summary
Diligent technical/customer service helpdesk support with solid background in troubleshooting and resolving hardware and software issues. Proven track record of efficiently diagnosing technical problems and implementing effective solutions. Demonstrated expertise in customer service and technical support, ensuring smooth operations and user satisfaction.
Overview
24
24
years of professional experience
Work History
Desktop Support Specialist
MaineHealth
Westbrook, ME
05.2022 - Current
- Provided technical support for software and hardware issues across various departments.
- Diagnosed and resolved desktop-related problems to enhance user productivity.
- Managed installations, configurations, and upgrades of computer systems and applications.
- Collaborated with IT teams to implement system improvements and updates efficiently.
- Collaborated with cross-functional teams to resolve complex IT issues and improve overall efficiency.
- Escalated tickets to the appropriate departments if issues could not be resolved.
Technical Support/Customer Service Representative
Savilinx
Brunswick, ME
06.2013 - 05.2022
- Responsibilities included working with various contracts in a contact center environment working troubleshooting issues for an internet provider and wifi connections to answering calls for multiple answering services that the company is contracted for. Also created troubleshooting tickets and sent escalations to Level 2 for further assistance.
- Software used: Windows 7 Professional, Calltrack, NexxLinx dashboard and super queue.
- Delivered exceptional customer service, resolving inquiries and complaints efficiently.
- Utilized CRM software to track customer interactions and improve service delivery.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Terminal/Technical Support Representative
Nationwide Payment Solutions
Scarborough, ME
10.2009 - 03.2010
- Responsibilities include troubleshooting credit card terminals of various types. Also built files for various terminals such as Hypercom, Nurit, and Verifone/Omni.
- Software used: Windows XP, Windows 2003 Server, Microsoft Access (Merchant Manager), Vericenter, Term Master, Nurit Center, Global Network (CAS), Paytrace, Authorize.net, Paymentech
Network Operations Center Technician/Tier 1
Pine Tree Networks
New Gloucester, ME
02.2008 - 12.2008
- Responsibilities include assisting call-in customers for technical troubleshooting for both DSL and dial-up access. Other responsibilities included creating new accounts submitted through service orders from Customer Service as well as disabling accounts if the account was overdue.
- Software used: Windows XP, Vista, Mac based, Remote Access, Windows 2003 Server
Terminal/Technical Support Representative
EPayment Consultants
Louisville, KY
01.2007 - 09.2007
- Responsibilities include troubleshooting credit card terminals of various types. Also built files for various terminals such as Hypercom, Nurit, and Verifone/Omni.
- Software used: Windows XP, Windows 2003 Server, Remote Access, Vericenter, ITerm Master, Nurit NCC, Global Network (CAS), EDS, and MSI Merchant Accounting.
Software Support Representative
Heartland Payment Systems
Jeffersonville, IN
08.2005 - 12.2006
- Responsibilities include troubleshooting IP connectivity on terminals as well as POS based systems. Also worked on getting merchant terminals not IP based up and running, replacing as necessary.
- Software used: Windows XP Pro, MMS, VeriCenter, and E-Connections.
Terminal Support Representative
National Processing Company
Louisville, KY
11.2002 - 09.2004
- Responsibilities include troubleshooting credit card terminals for clients, replacing terminals, printers and check readers for merchants.
- Software used: Windows 95, Novell, Vital, Tandem, and Clearview
Education
Associate’s Degree in Applied Science - Computer Networking Systems
ITT Technical Institute
Louisville, Kentucky01.2004
Skills
- Technical support expertise
- Active Directory management
- Ticketing system proficiency
- Problem resolution
- Remote desktop support
- Help desk experience
- Software installation
- Network connectivity
- Wireless networking
- IT security protocols
- End-user training
Timeline
Desktop Support Specialist
MaineHealth
05.2022 - Current
Technical Support/Customer Service Representative
Savilinx
06.2013 - 05.2022
Terminal/Technical Support Representative
Nationwide Payment Solutions
10.2009 - 03.2010
Network Operations Center Technician/Tier 1
Pine Tree Networks
02.2008 - 12.2008
Terminal/Technical Support Representative
EPayment Consultants
01.2007 - 09.2007
Software Support Representative
Heartland Payment Systems
08.2005 - 12.2006
Terminal Support Representative
National Processing Company
11.2002 - 09.2004
Associate’s Degree in Applied Science - Computer Networking Systems
ITT Technical Institute