Technology Support Technician - Field IT

ROBERT GAUTHIER

IT Technical Support ● Field Technician ● Tier 1 Helpdesk Support Specialist

631-***-**** ● ********@*****.*** ● www.linkedin.com/in/rob-gauthier-216a35a3/

PROFESSIONAL SUMMARY

IT Technical Support Specialist with 15+ years of experience providing remote and on-site technical assistance across retail and telecommunications environments. Experienced in hardware and software troubleshooting, networking support, POS systems, and remote technical diagnostics. Proven ability to manage high ticket and call volumes, resolve technical issues quickly, and maintain excellent customer satisfaction while documenting cases in CRM and ticketing systems.

CORE COMPETENCIES

Technical Support • Hardware / Software Troubleshooting • Network Connectivity Issues • Systems Installation & Configuration • System Upgrades • Break/Fix Repairs • Preventative Maintenance • Ticket Resolution & Documentation • VoIP / POS Support • Printer Maintenance & Repair • Asset Management & Inventory Control • End User Support

TECHNICAL SKILLS

Operating Systems: Windows, Linux, macOS, Android, iOS

Networking: TCP/IP, DNS, DHCP, Wi-Fi, LAN/WAN, VoIP

Hardware: Desktops, Laptops, Workstations, Servers, Printers, Tablets, Mobile Devices, Peripheral Devices

Systems Supported: POS Systems, Pin Pads, Pharmacy Equipment, Retail Inventory Systems

WORK EXPERIENCE

Contact Center Representative November 2024 – April 2025

Teachers Federal Credit Union, Hauppauge, NY

Delivered technical support for online and mobile banking applications in a high-volume call center environment.

Managed 60+ inbound calls / day, assisting customers with website access and functionality issues.

Documented customer interactions, troubleshooting steps, and issue resolutions in Salesforce CRM.

Field Technician January 2020 – January 2024

Essintial Enterprise Solutions, Camp Hill, PA (Remote)

Provided on-site IT support for enterprise retail and healthcare clients across a 50-mile service territory.

Resolved 30+ service tickets per week involving hardware, software, and networking issues.

Performed break/fix repairs, preventative maintenance, and upgrades, ensuring system reliability and uptime.

Installed, configured, and supported pharmacy / POS systems, networking equipment, servers, and printers.

Resolved 95% of tickets within 24 hours, meeting SLA timelines and minimizing operational disruptions.

Client Care Representative (Seasonal) November 2017 – June 2019

Zebra Retail Solutions, Holtsville, NY

Provided Tier 1 technical support in a high-volume call center, handling 20+ inbound support calls per day.

Supported end users by troubleshooting and resolving hardware, network connectivity, and application issues for mobile barcode scanners and routers within a proprietary retail inventory management platform.

Guided customers through system navigation, inventory workflows, and account functionality.

Diagnosed and resolved scanner configuration, Wi-Fi connectivity, and router communication issues to restore system functionality

Technical Support Representative August 2005 – June 2017

Cablevision Systems Corp., Jericho, NY

Delivered Tier 1 technical support via telephone for residential and small business clients.

Diagnosed and resolved network connectivity, Wi-Fi performance and VoIP service issues and guided customers through router configuration, modem resets, and network diagnostics to restore internet and voice services.

Achieved a 95% customer satisfaction rating while resolving 92% of technical issues within 24 hours.

EDUCATION & CERTIFICATIONS

Bachelor of Science, Computer Science - Stony Brook University, Stony Brook, NY

CompTIA A+

Contact this candidate