Mike Paddock

108 Bennett Drive • Gander, NL

A1V 1N6 • (709) 424-4033

paddocm@gmail.com

CAREER SUMMARY

• Nearly two decades of experience in all areas of customer service. Maintaining and upgrading enterprise infrastructure.

• Team member or team lead with some of Canada’s largest enterprises. Such as IBM Global Services, Government of Alberta, TransCanada Pipelines, Nav Canada, and KPMG Canada.

• Team leadership. Remotely managed a team of 10 members, spanning the entire country, supporting 120 remote sites. Improved support workflow by standardizing all processes resulting in improved metrics and customer experience.

• Assist senior management team in negotiations with Managed services providers. Identify and gather field operations requirements.

• Experienced in coordinating onboarding/integration projects, system migrations, customer training, and course design across diverse industries. Including the design and creation of internal and external knowledge management systems

• In recent years, I’ve moved away from large enterprises, specializing in customer support with SAAS start-ups.

• Customer support and success roles with Lambda Solutions. Providing customized learning management solutions for large Universities, hospitals, and other online learning providers. 99% customer satisfaction. Amazon Web Services (AWS)

• Technical Advisor with Sonar Software. Providing consultation and support for SaaS products. Complete BSS and OSS solutions for ISPs. Microsoft Azure.

• Scripting and report generation. Working with various relational databases (Postgresql, Mysql, etc...)

• Sales experience. Built multiple small businesses in the E-commerce and retail sales and services sector.

• I’m located in eastern Canada, facilitating easy availability across North American time zones and potentially expanding operational hours for companies.

• Utilizing high-resolution cameras for enhanced interactions with customers and coworkers.

• Mature, reliable, and accountable. Quick onboarding and an extreme determination to succeed.

PROFESSIONAL EXPERIENCE & CAREER HIGHLIGHTS

Sonar Software (Purchased by Blue Star Investments Dec/22), Canada/USA. Technical Advisor Jan/23 - Aug/23 (SaaS delivery - Microsoft Azure)

• Onboarding projects, data consumption, and import automation using various tools.

• Support SaaS products built for various internet service providers.

• Role-providing consultation and best practices for the support, implementation, and migration teams

• Standardize workflows and automate processes.

• Development of mutually beneficial relationships with a proactive management approach of each client’s account while supporting their changing needs, goals, and growth plans.

• Business intelligence team member (Google Looker BI). Produce training material and assist in the release of SonarBI. Azure administration, MySQL, GraphQL, APIs, Scripting, JSON, CSV, Exports, Data Ingestion specialist, etc...

Mason Technologies. Gander, NL 2018-24 (Owner and Operator)

• Providing managed services to local SMBs.

• Security system installation and consultation for retail business and personal homes.

• Asset management and tracking

• Technology support for various food franchises (Booster Juice, Jungle Jim's Eatery)

• Provide services at remote locations.

• Technical product sales (Hardware and software)

Lambda Solutions Inc, Vancouver (Remote) July/19 - Nov/22 - Senior Support Analyst - Product Expert (SaaS Delivery)

• Provide 1st and 2nd-level SaaS application support of customized open-source software.

  • Moodle

  • Totara

  • Magenta 2.0

  • Zoola

• Reorganization of the support team. Design new workflows to improve escalations and resolution times.

• Standardize ticket creation with Zendesk. and Jira (project tracking).

• Build reports and scripts, and use APIs

• Use of CSS, Javascript, HTML,

• Promoted to Customer Success Team

• Design an internal and external Knowledge Base, including self-help material using Confluence.

• Maintain a 99% customer satisfaction level.

• Sales and upselling.

KPMG Canada, Toronto (Remote) - April/18 - June/19 - Service Desk Lead (Eastern Canada)

• Team Lead for Eastern Canada.

• Provide end-user support in all areas of enterprise technologies and products.

• Review and update end-user support best practices as needed.

• Plan and prioritize work activities based on business requirements and standards.

• Assist with Migration to ServiceNow

NAV CANADA, Gander/Ottawa (Remote) June 2001 - April 2018 - Field Operations Lead

• Provide functional, technical, and ongoing life-cycle support. Specifically, Enterprise Common operating systems, application standardization, remote deployments, and maintenance.

• Establish & maintain positive working relationships to optimize productivity and communication with clients, colleagues, peers, MSPs, and partners.

• Provide recommendations and contribute to developing and implementing relevant NAV CANADA policies, technical procedures, strategies, plans, service levels, and tools.

• Ensure proper coverage and service country-wide with a team of 10 members and 120 remote sites.

• Generate and present monthly metrics to the CIO and Senior Management on behalf of the field operation team.

EDUCATION

• College of The North Atlantic.- Grand Falls, NL

  • Diploma - Business and Computer Studies and Diploma - Network Installation and Administration.

EXTRACURRICULAR

• Since my last position, I’ve been taking generalized AI training, and testing its capabilities and potential. Mainly focusing on machine learning and support bots.

• Various types of hardware repair such as gaming consoles, PCs, Laptops, Phones, etc.

• Gaming (PC and console).

• Motorcycle racing.

• Very mechanically inclined.

SKILLS

Relationship Development

Leadership Skills

LMS administration and support.

E-commerce (Magento)

Onboarding and customer training.

Strategic Implementation

Communications Skills

Exceptional Interpersonal Skills

Product Expertise

Analytical and reporting Skills

Business Intelligence.

Scripting (PHP, GraphQL, SQL, SAP)

Database Management

System Migration and Data Consumption

Problem Solver/Troubleshooter

Worked remotely/hybrid entire career.Experience using various types of Device Management software.

Windows Systems (SCCM, Citrix Endpoint Management)

Apple ISO (Jump Cloud and Casper)

Hardware repair

Project Management

CAREER PROFILE