MICHAEL J. MCLAUGHLIN, MCP, CNA, A+78 Sunpark Drive S.E. • Calgary, AB • T2X 1Y1

Phone: 403.451.7160Email: mmclaugh@gmail.comURL: http://www.linkedin.com/in/michaeljmclaughlin

ObjectiveTechnical Support and IT Implementation Specialist

Core Skills Microsoft desktop operating systems (Windows XP Pro, Vista, and 7) Remote and desk side support (Tier I, II, and III) Troubleshooting incident tracking and resolution management Application testing and analysis in support of troubleshooting, implementation, and upgrading Network and Microsoft server administration IT provisioning expert resource and researcher End-user training (individualized and group workshops) IT Asset Management

Career History

IronOak IT Inc., Calgary, AB 2005 – 2009CLIENT CARE CORDINATOR (TIER 1, 2, & 3)

Team lead, providing both remote and onsite support to a variety of managed service clients in the non-profit and private sector for managed services clients. Responsibilities included:

Log, monitor, and escalate incidents and service requests, scheduling follow-up and/or remediation as required

Provide Tier 1, 2, and 3 levels of support as required, leveraging remote connectivity technologies when appropriate

Perform account management to Active Directory (domain) and local users at various client sites Deploy and maintain workstation and server equipment, including hardware upgrades Develop standard builds and document build procedures for rapid deployments Maintain asset inventory reporting and alerts Streamline and schedule remote maintenance to reduce cost and impact to clients Provide infrastructure analysis for current and future growth planning Remote management of antivirus and patching levels Automate tasks with remote and local scripting technologies Provide end-user training and workshops as required Perform post-project analysis documents for future improvements suggestions

ACCOMPLISHMENTS Successfully maintained client service needs for our primary client, transitioning their operation to an in-

house IT departmental support group as client proceeded to grow. Streamlined the remote implementation of Blackberry's from four hours to under twenty minutes. Created a due diligence reporting database to enable clients to meet the legal reporting requirements

and deadlines, as mandated by the power industry. Standardized the deployment of desktop and laptop systems, ensuring service pack and patch currency

was maintained, along with corporate standard setting and tool implementation for remote support across the country.

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Michael J. McLaughlinmmclaugh@gmail.com

Proven ability to provide end user training in various forms, often without prior notice. The ability to see a need and fill it proactively often improved the productivity of the end user by enabling them to better apply the tools found within their own PC.

ENVIRONMENTWindows 2000, XP Professional, Vista, and Windows 7 (BETA); Windows Server 2000, 2003, and 2008; Netware; Blackberry Enterprise Server (BES); Remote Support Technologies; Kaseya IT Automation Helpdesk + ConnectWise PSA; Managed AV Solutions; Microsoft Office Suite Applications

Enmax Encompass, Inc., Calgary, AB 2001 – 2002APPLICATION SUPPORT ANALYST (TIER 3)

Install, maintain, and provide primary internal and external client support for MV-Suite client and server applications, Windows based web services and clients, associated Oracle databases, and the Unix servers. Ensure functionality of PROD, DEV, and TEST environments. Maintain and monitor data transfer integrity. Create and execute ad hoc SQL statements for troubleshooting purposes. Liaise between various IT support divisions for projects/support roles. Delegate assignments for Tier 1 and 2 support personnel, providing initial training and documentation as required.

ACCOMPLISHMENTS Key implementer of the MV-Suite migration, ensuring that the project was completed one month early

and under budget, resulting in the reduction of 1 FTE in staff, while improving department efficiency in preparation for company growth projections.

Documented, analyzed, and streamlined business processes associated with pre-validation, identified updated data (requiring re-billing), and the loading of data sets. Coded and debugged Unix scripts and scheduled jobs as required, resulting in a work reduction from 8-10 hours per day to 1-2 hours.

Created Unix/Excel based toolset, for the Business Data Administrator and marketing department, to extract financial data, improving user efficiency and accuracy.

Developed toolset to proactively monitor file system and process status, correcting issues and patterns as identified.

Designed MV-Tracker, a DBMS for capturing issues, performance metrics, resolution status, and assisting in analyzing repetitive user issues.

ENVIRONMENTWindows NT, 2000; Windows NT Server; Windows Server 2000; Solaris; MV-PBS, MV-STAR, and MV-WEB (power billing software); Microsoft Office Suite Applications

M & M Consulting, Calgary, AB 1999 – 2001HARDWARE / NETWORK / APPLICATION SYSTEM ANALYST (CONTRACT ROLES)

Pittsburg State University, Axe Library, Pittsburg, KS 1998 – 1999LIBRARY SYSTEMS ASSISTANT (NETWORK/APPLICATIONS SYSTEM ANALYST)

Halifax Regional Library, Systems Division, Halifax, NS 1989 – 1998LIBRARY SYSTEMS ASSISTANT III (PC/APPLICATIONS SYSTEM ANALYST)

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Michael J. McLaughlinmmclaugh@gmail.com

Education and Professional Development

Certified Solutions Professional 2002 – 2003INFOGEM INSTITUTE OF TECHNOLOGY, CALGARY, AB

MCSE, MCDBA, MCSD, and A+ certification prep.

Certified Netware Administrator 1998NEW WAVE TECHNOLOGY, ST. LOUIS, MO

Novell Intranetware CNA certification prep.

Microcomputer Business Applications, Honors Diploma 1988 – 1989HUMBER COLLEGE, ETOBICOKE, ON

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