Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

Travis Garvin

Rollinsford

Summary

Technology support specialist with extensive experience at Heinemann Publishing and HMH, focusing on user training and troubleshooting. Proven expertise in process improvement and technical communication, leading to enhanced operational efficiency and user satisfaction. Skilled in analyzing support trends to implement effective solutions and promote team collaboration for superior outcomes.

Overview

11
11
years of professional experience

Work History

Lead CAS Tech Support Specialist

HMH
Portsmouth
04.2023 - Current
  • Collaborated with engineering team to identify and troubleshoot product defects.
  • Delivered training sessions for new hires on technical support procedures.
  • Resolved technical issues across various platforms and devices, enhancing user satisfaction.
  • Documented customer interactions in ticketing system for efficient tracking and future reference.
  • Analyzed customer feedback to recommend support process improvements.
  • Tracked customer requests from initial contact through resolution, ensuring timely responses.
  • Created user accounts with appropriate permission levels based on job requirements.
  • Maintained knowledge base articles for common technical issues and solutions.

Sr. Technology Support Specialist

Heinemann Publishing
Portsmouth
06.2014 - 04.2023
  • Resolved technical issues for users, enhancing operational efficiency and satisfaction.
  • Conducted training sessions on new software tools for staff development.
  • Collaborated with IT team to implement system upgrades and streamline processes.
  • Documented troubleshooting procedures for common technical problems.
  • Maintained secure user accounts and permissions within company systems.
  • Responded to support tickets promptly, ensuring timely resolution of requests.
  • Analyzed support tickets to identify trends and recommend product improvements.
  • Developed training materials for end-users on hardware and software usage.

Education

Some College (No Degree) - Computer Science

University of Maine
Fort Kent, ME

Skills

  • User training and development
  • Troubleshooting techniques
  • Customer support strategies
  • User account management
  • IT collaboration
  • Process improvement
  • Documentation standards
  • Problem solving
  • Time management
  • Team collaboration
  • Attention to detail
  • Analytical thinking
  • Technical communication
  • Product testing
  • Support documentation
  • Team scheduling
  • Change management
  • Team building
  • Verbal and written communication
  • Employee development
  • Training and mentoring
  • Project management

Affiliations

  • Chair of Portsmouth NH Cares Council for three years running
  • Treasurer of Portsmouth NH Cares Council for seven years running

References

References available upon request.

Timeline

Lead CAS Tech Support Specialist

HMH
04.2023 - Current

Sr. Technology Support Specialist

Heinemann Publishing
06.2014 - 04.2023

Some College (No Degree) - Computer Science

University of Maine

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