Open to opportunities

Patricia Bouley

@patriciabouley

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IT support professional specializing in Tier 1/2 help desk, SaaS support, and Windows/macOS troubleshooting.

United States

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What I'm looking for

I’m looking for a fast-paced, customer-first IT support role where I can resolve Tier 1/2 issues, improve knowledge bases, and collaborate with internal teams to deliver fast SLA-driven resolutions.

I’m an IT support professional with 3+ years of front-line helpdesk experience, providing technical assistance via phone, email, and chat. I’m known for troubleshooting hardware, software, and network issues across Windows and macOS, and for logging incidents accurately in ticketing systems.

Across my roles, I’ve supported remote PC diagnostics and followed knowledgebase documentation to drive fast, accurate resolutions. I also handle MFA & password resets and access controls, and I work within escalation protocols to ensure issues are routed appropriately.

In application support, I resolved SaaS application support tickets within defined SLAs while maintaining high CSAT through clear, empathetic communication. I’ve managed incident ticket queues in ITSM platforms, performed root cause analysis on recurring incidents, and built internal knowledge base articles to reduce repeat ticket volume and escalation rates.

I’m currently completing an A.S. in Computer Information Systems (4.0 GPA), and I bring a customer-first ethic and collaborative mindset to a fast-paced support environment.

Experience

Work history, roles, and key accomplishments

Current

IT Support Intern

Current

Mount Wachusett Community College

Jan 2026 - Present (5 months)

Served as first point of contact for technical support requests, resolving hardware, software, and network issues while meeting SLA expectations. Performed remote diagnostics and deployed/configured Windows 11 endpoints, documenting incidents in a ticketing system and supporting MFA and password resets.

Microsoft 365 MFA Password Resets ServiceNow

Application Support Analyst

Mercury XRM

Oct 2023 - Aug 2025 (1 year 10 months)

Resolved SaaS application support tickets via phone, email, and chat within SLAs, maintaining strong customer satisfaction through clear, empathetic communication. Managed incident queues in an ITSM platform, troubleshot Microsoft 365 and third-party integration issues, performed root cause analysis, and improved processes to reduce escalation rates.

SaaS Support Microsoft 365 Third Party Integrations Root Cause Analysis

Technology Support Specialist

Liberty Mutual

Sep 2022 - Aug 2023 (11 months)

Provided Tier 1 technical support via phone and email, completing remote troubleshooting and accurately logging incidents in the ticketing system. Resolved Windows 10, Microsoft Office, peripheral, and network connectivity issues for a hybrid workforce, followed escalation procedures, and contributed to the team knowledge base.

Tier 1 Support Microsoft Office Peripheral Troubleshooting Network Troubleshooting Escalations Knowledge Base