Summary
Overview
Work History
Education
Skills
Timeline
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Charles MacLaren

Spring Hill,FL

Summary

Technical services professional with comprehensive background in managing and optimizing technical operations. Known for strong focus on team collaboration and delivering results, adapting seamlessly to changing needs. Expertise in project management and system integration, combined with proactive approach to problem-solving.

Overview

19
19
years of professional experience

Work History

Manager of Technical Services

Tools4ever, Inc.
01.2019 - Current
  • Optimized help desk workflows to expedite issue resolution times without sacrificing quality of service provided to customers.
  • Successfully mitigated risks associated with complex technical challenges by leveraging expertise among team members.
  • Implemented and maintained technology and software budget.
  • Coordinated secure system access of users to various department systems and platforms.
  • Assisted sales team in presales and post sales discussions with prospects and clients on solution design.
  • Developed high-performing technical support team through effective recruitment, training, and ongoing performance management.
  • Managed vendor relationships to negotiate favorable contracts, ensuring cost-effective procurement of hardware, software, and services.
  • Assist in support of older clients on our legacy software implementations.

Project Manager

Tools4ever, Inc
01.2013 - 12.2018
  • Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Monitored project progress, identified risks and took corrective action as needed.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Managed projects from procurement to commission.

Implementation Engineer

Tools4ever, Inc.
06.2006 - 12.2012
  • Worked with technical staff on system audit to execute implementations on time and within functional parameters.
  • Assisted clients with monitoring all software implementation lifecycles.
  • Delivered comprehensive training programs for customers, facilitating smooth adoption of newly implemented identity management solutions.
  • Leveraged expertise in identity management to inform decision-making processes and drive overall project success.
  • Proactively identified areas for improvement within current processes, leading to enhanced operational efficiency and productivity.
  • Developed strong relationships with clients, leading to high customer satisfaction rates and repeat business.
  • Developed and supported customized solutions tailored to each client's unique needs, boosting user experience while driving results-oriented outcomes.
  • Supported and extended/enhanced existing customer implementations executed by peers.

Education

A+, Network+, MCP, MCSE - Information Technology

Computer Career Center
Garden City

Skills

  • Unified communications
  • IT compliance
  • Team management
  • IT procurement
  • Application support
  • IT infrastructure
  • Incident management
  • Asset management
  • Software licensing
  • Technical leadership

Timeline

Manager of Technical Services

Tools4ever, Inc.
01.2019 - Current

Project Manager

Tools4ever, Inc
01.2013 - 12.2018

Implementation Engineer

Tools4ever, Inc.
06.2006 - 12.2012

A+, Network+, MCP, MCSE - Information Technology

Computer Career Center

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Charles MacLaren