Mike Paddock

108 Bennett Drive • Gander, NL A1V 1N6

(709) 424-4033

paddocm@gmail.com

Career Summary

Dynamic IT professional with over 20 years of experience in customer service, enterprise infrastructure management, and technical sales. Expertise in leading diverse teams and implementing technology solutions within Canada's leading enterprises and SaaS startups. Skilled in negotiation, client relations, and driving business growth through strategic sales and technology alignment. Current multiple business owner.

Professional Experience & Career Highlights

Mason Technologies, Gander, NL

Owner and Operator, 2018-2024

• Founded and grew a technology service business, developing and executing sales strategies that targeted local SMBs, significantly increasing market penetration and revenue.

• Drove sales through direct customer engagement, demonstrating deep product knowledge and industry expertise to close deals and foster strong client relationships.Utilized e-learning concepts

• Implement innovative sales tactics, security, and technology solutions for diverse retail and hospitality industries.

• Limited growth due to lack of skilled resources.

Sonar Software, Canada/USA

Technical Advisor Jan/23 - Aug/23

• Project member identifying technology solutions, sales discussions, and translating complex technical requirements into easy-to-understand language that enhanced customer understanding and engagement.

• Partner with cross-functional teams to develop sales proposals that effectively match SaaS offerings with customer needs, leading to improved conversion rates.

• Conducted comprehensive product demonstrations tailored to prospective clients' environments, emphasizing customizable features and return on investment.

  
  

Lambda Solutions Inc, Vancouver (Remote)

Senior Support Analyst - Product Expert (SaaS Delivery) July/19 - Nov/22

• Worked with the sales and products teams to discuss common customer needs to improve learning management solutions.

• Worked with high-profile customers, including universities and hospitals.

• Maintained a customer satisfaction rate of 99%.

• Provide sales/demo-oriented workshops and webinars to educate potential clients about the product benefits.

• Leveraged extensive technical industry knowledge to successfully pitch and sell e-commerce solutions and retail services, managing all aspects of the sales cycle from lead generation to deal closure.

NAV Canada - Gander, NL (Remote)

Field Operations Team LeadJune 2001- April 2018

• Assist with negotiating and managing vendor contracts, optimizing cost-effectiveness, and ensuring comprehensive service coverage across 120 Canadian remote sites.

• Develop strategic partnerships with major technology providers such as Hewlett Packard (HP), Toshiba, Dell, and Konica Minolta securing competitive pricing and superior service addressing all user requirements.

• A project team member coordinating a consolidation initiative to reduce the number of print devices by transitioning to multifunction units and adopting a vendor-managed print service.

• Implemented a performance tracking system for vendor services, ensuring compliance with service level agreements (SLAs) and enforcing financial penalties for non-compliance, which secured service excellence and accountability.

• Proactively addressed service challenges in extremely remote locations by maintaining a spare device at each site, guaranteeing uninterrupted service and rapid response to equipment failures despite logistical constraints.

• Achieved an estimated annual savings of approximately $2 million by adopting a managed service approach for printing and device management, significantly reducing operational costs while maintaining high service standards.

• Managed ongoing vendor relationships to maintain rigorous SLA standards, resulting in improved service delivery and increased client satisfaction across national operations.

Skills

• Relationship Development

• Leadership Skills

• LMS Administration and Support

• E-commerce (Magento)

• Onboarding and Customer Training

• Strategic Implementation

• Communication Skills

• Exceptional Interpersonal Skills

• Product Expertise

• Technical Sales and Negotiation

• Analytical and Reporting Skills

• Business Intelligence

• Scripting (PHP, GraphQL, SQL, SAP)

• Database Management

• System Migration and Data Consumption

• Problem Solver/Troubleshooter

• Experience with Device Management Software (SCCM, Citrix Endpoint Management, Apple ISO (Jump Cloud and Casper))

• Sales Cycle Management

SALES EXPERIENCE