Nico Bowne

Results-driven IT professional and software developer with 3 years of experience in IT service management and support. Skilled in improving customer satisfaction to 96% and reducing onboarding time by 68% through effective documentation and process improvements. Detail-oriented and adaptable, with strong problem-solving, communication, and collaboration skills. Seeking to leverage programming expertise in a remote software development role.

Information Technology Analyst at Atos – Information Technology Service and Consulting Company (2022-10 – 2025-08)

• Collaborated with 20+ analysts to develop and maintain service level agreements (SLAs) for service desk support, improving response and resolution times.
• Managed user accounts, permissions, and access rights across 7 enterprise platforms, ensuring compliance with security policies and reducing access incidents.
• Provided technical support resolving 93% of First Call Resolution tickets within SLA timeframes.
• Developed and maintained knowledge base documentation, reducing onboarding time for new team members by 68%.
• Achieved a 96% customer satisfaction (CSAT) rating through effective communication and rapid issue resolution.

Banquet Captain, Server, Bartender, Hostess at The Vendue (2017-12 – 2022-10)

• Educated new employees on food handling, guest expectations, and restaurant systems to maximize team performance.
• Coordinated over 200 corporate and social events, increasing group business retention by 18%.
• Consistently exceeded sales targets through proactive promotional strategies.

Restaurant Manager, Bartender, Server at St. James Gate Irish Pub (2016-05 – 2017-12)

• Led employee reviews and coaching on Point of Sales systems and scheduling.
• Addressed service issues to improve customer experience and escalated advanced concerns appropriately.

Restaurant Manager, Baker at Multiple locations (2015-05 – 2016-05)

• Managed day-to-day operations and coordinated with departments to increase sales and customer satisfaction.

Founder and Owner, Wedding and Event Planner, Pastry Chef at Lavender and Luxury (2014-08 – 2016-01)

• Developed business plans, managed budgets, and negotiated contracts to deliver successful events.

Pastry Chef at The Woodlands (2012-01 – 2014-01)

• Managed inventory and participated in menu planning.
• Recognized as youngest Forbes 3A 5Diamond Pastry Chef on the East Coast.

Associate in Applied Science in Business Technology: Computer Programming, Dual Concentration: Software Development, CyberSecurity – Trident Technical College (2020 – 2020)

Associate of Arts in Culinary Arts and Science – Culinary Institute of Charleston (2016 – 2016)