Supporting Restaurants and Technology
Who can relate to this: lots of coffee, work, more coffee, more work, extra coffee, extra work? It should sound super relatable if your day looks anything like our Senior Support Technician Nathan Boughan’s does.
“My day generally starts off with large amounts of coffee, followed by checking my email and the Nigel support board for any new or unresolved support tickets that I can take, assist, or follow up on,” states Nathan. “Then, I focus on any Nigel hardware orders that may be new or outstanding, followed by more coffee. After that, I’ll try to make it to any one of the projects I have in progress—if there’s enough coffee, I might even make it to documenting knowledge base articles or work on documentation for our Nigel user guide.”
In his role, Nathan helps support High Touch’s cloud-based restaurant management point-of-sale (POS) system, Nigel.
“So far, I think one of my favorite projects I’ve been involved with is when we were tasked with bringing 50 stores onto our platform in a short time,” states Nathan. “The project required careful organization, attention to detail, and walking a store manager through setting up networks, computer systems, printers, and credit card devices over the phone to move them over to our system. I learned how to visualize stores from the ground up—the project provided a few challenges along the way since every store is slightly different from its counterparts.”
Why Technology?
Nathan credits his love for technology dating back to when his mom brought home their first IBM computer in the mid-90s. “Unfortunately, the monitor was malfunctioning, and we had to take it back,” Nathan laughs. “Eventually, we were able to bring home a Sony Vaio, which was geared towards music and entertainment. After I was able to successfully install an aftermarket CD burner, I was hooked.”
As you can see below, entertainment and technology often go hand-in-hand for Nathan, whether it’s watching YouTube, working on song lyrics, or looking up information about local disc golf courses.
Building a Technology Career
“I applied for a work permit when I was 15 and bussed tables at a local diner,” states Nathan.
This in-depth industry experience gives Nathan unique insight into what it takes to support a restaurant POS system.
“My motivation to work hard is so that I can be successful for my daughter and myself. I haven’t always had the privilege of working for a company as cool as High Touch, so I try to count my blessings daily and remain humble,” states Nathan.
What’s Next?
If he could do any other job at High Touch, he’d focus more on documentation simply because he enjoys it. “I feel like I’d do good in sales, too,” states Nathan. “If I’m in a restaurant, I usually try to build relationships with anyone willing to talk to me.”
As Nathan states, “For me, bringing the human touch to technology means that you’re able to approach any situation while keeping the mindset of the customer at the forefront of your agenda. It means being personable and attempting to thoroughly understand the customer’s needs. It also means that when communicating information, you can do it in an easy-to-understand format that’s not bogged down with technical references.”
20 Things You Might Not Know About Nathan Boughan
Since dessert is off the menu, maybe we should’ve asked Nathan whom he’d like to play a round of disc golf with instead? As part of our Employee Spotlight interview, we ask a series of lighthearted questions to highlight the unique, diverse personalities that make our High Touch team great.
1. If you could move to any other High Touch market or business unit, which one would you choose?
Maybe IT Solutions, but honestly, I don’t think I would want to move.
2. If you could jump into a pool of anything of your choosing, what would you fill it with?
If we’re talking about something soft, then for whatever reason, I’m thinking pudding. If I were being practical, I’d go with stuff I need, like guitar strings or ethernet cables.
3. What’s one quirky thing people don’t know about you?
I’ve written hundreds of songs that mostly no one will ever hear.
4. Is a hot dog a sandwich?
Bread plus protein and condiments equal a sandwich.
5. Who or where would you haunt if you were a ghost?
I’m a terrible person and would love to haunt really anyone from my family, haha.
6. What was your first job?
I applied for a work permit when I was 15 and bussed tables at a local diner.
7. Does a cyclops wink or blink?
Both.
8. What’s something you wish you could automate?
Dishes.
9. What’s your favorite mobile app or website?
I’m on YouTube frequently.
10. Which famous person would you have dinner with and why?
John Frusciante from the Red Hot Chili Peppers is a very big inspiration to my musical style and playing—I’d love to be able to discuss various aspects of songwriting and recording techniques.
11. Do you have any pets or kids?
I have a daughter who’s 8. She’s my world, and I wouldn’t have it any other way!
12. Do you do any volunteer or community involvement work?
Not currently, as I just moved, but I’ve already been looking to get involved with the local disc golf league.
13. What’s the most awkward thing you do on a regular basis?
Snore.
14. What’s your spirit animal, and why?
A boxer. I used to raise boxers, and I kept a life-changing pup. Her name was April, and I miss her dearly.
15. If you could breed two different animals together, which two would you pick, and what would you call the new lifeform you’ve created?
I don’t think I should be given that responsibility—I’m not nearly responsible enough.
16. Would you rather go 30 days without your phone, or three months with no dessert?
I go three months without dessert all the time.
17. Do you have any superstitions?
Karma, maybe.
18. What’s something you always do wrong the first time?
Tying shoes.
19. If you had a warning label, what would it say?
Warning: May tap along to music annoyingly.
20. You’ve been given an elephant. You can’t give it away or sell it. What would you do with the elephant?
I would embrace the fact that I have an elephant to the fullest extent. I would start by making arrangements in my house to accommodate the young elephant for a short time while simultaneously putting up a privacy fence in my backyard to conceal the beautiful creature from my neighbors.
When they ask questions such as, “What’s that smell?” or “What are you putting up a fence for?” I’ll reply with very quick and concise responses such as, “Nothing.” Tensions will rise, and I will have to conjure up new and unique ways of harboring my best friend.
Eventually, the township will get involved, and a standoff will occur, leading to me going out in a hail of fire.
Bringing the Human Touch to Technology.
Thank you, Nathan, for everything you do for High Touch!
Click here to learn more about Nigel, our restaurant POS supported by Nathan and our Support team.