Summary
Overview
Work History
Education
Skills
Certification
Languages
Work Availability
Accomplishments
Websites
Work Preference
Timeline
background-images

Michael Laflamme

Windham,NH

Summary

Highly effective, growth-oriented, and proactive IT support specialist excelling in software and hardware issue resolution, customer relationship management, performance oversight and reporting. Increase network, systems and application efficiency and security by rapidly identifying barriers and generating innovative solutions. Liaise effectively with colleagues, customers, and other key stakeholders. Utilize increasing technical knowledge for IT support systems development, deployment, and installation. Organized and a keen eye for detail, with demonstrated ability to prioritize and coordinate multiple projects simultaneously. Thrive in fast-paced, collaborative, and diverse environments.

Overview

12
12
years of professional experience
4
4

Certifications

Work History

IT Technician II

Proton Dealership IT
05.2023 - 06.2025
  • Provided technical support for wide range of IT applications, including LANs, routers, remote desktop servers, and TCP/IP networks, ensuring minimal downtime and optimal system performance.
  • Assessed and resolved hardware and software issues for automotive and medical clients through phone, email, and chat, ensuring timely resolution and sustaining client satisfaction.
  • Managed and resolved 10-30 weekly network issue tickets by maintaining connectivity and proactively troubleshooting using Cisco Meraki, Sonicwall, and Ubiquiti systems.
  • Delivered expert support for Dealership DMS, VoIP, MS365, and other SaaS solutions via Connectwise IT management and ticketing software, addressing escalated issues efficiently.
  • Directed client onboarding and training by creating user accounts in Active Directory, aligning with compliance and enhancing user access management.
  • Administered email accounts and licensing on cloud-based platforms such as MS365 and G Suite, streamlining CRM processes and enhancing organizational efficiency.
  • Guided clients through ticketing process with Connectwise IT Management software to ensure prompt issue resolution and user satisfaction.
  • Aligned technical support activities with FTC security compliance standards, reinforcing trust and value in IT services.

IT Support Technician

Proton Dealership IT
07.2021 - 05.2023
  • Cultivated strong client relationships through effective communication and technical support, enhancing overall satisfaction and retention.
  • Documented technical support processes and outcomes, providing strategic insights and facilitating clear communication with senior leadership.
  • Collaborated with team members in a fast-paced environment to ensure efficient resolution of support tickets and sustained client success.
  • Ensured strict adherence to company policies and processes, contributing to consistent service delivery and data security.
  • Identified and escalated client-specific issues, ensuring their timely resolution and continued client confidence in support services.
  • Managed approximately 30 incoming calls, emails and chats per day from clients.

Parts Specialist

Leith BMW
01.2020 - 06.2021
  • Guided clients through the selection process by evaluating their needs, fostering trust and relationship-building, enhancing client satisfaction by 20%.
  • Analyzed product failure trends and provided technical solutions, improving problem-solving and supporting client success with proactive reporting to senior management.
  • Maintained computerized stock records, utilizing CRM systems to ensure accuracy and efficiency, directly supporting cloud-based inventory platforms.
  • Documented parts returned under warranty, tracked special orders, and provided status updates to customers.
  • Processed customer invoices and confirmed the quantity of received stock.
  • Drove adherence to company safety procedures and staff handbook policies.
  • Proactively engaged with clients to gather insights and feedback, relayed valuable information to improve product development aligning with customer needs.

Assistant Parts Manager

Tulley BMW
07.2013 - 08.2019
  • Led the redesign of inventory control processes, enhancing efficiency and accuracy by 40% using CRM tools for client support.
  • Implemented strategic part number reclassification leading to a 300% increase in part sales and improved client satisfaction through efficient support processes.
  • Utilized sales trend analysis to proactively align stock orders with client needs, minimizing excess inventory and enhancing client success.
  • Optimized daily parts operations and implemented perpetual inventory checks, boosting sales growth by 15% and enhancing client engagement through reliable service.
  • Conducted customer needs assessments to provide tailored assistance, fostering strong relationships and client loyalty.
  • Leveraged CRM and multiple computer systems for efficient task completion and enhanced client support functions.
  • Developed and mentored a high-performing support team, enhancing client interactions and operational efficiency.
  • Guided clients and team members through technical troubleshooting, improving product understanding and customer satisfaction.

Education

Some College (No Degree) - Psychology Courses

Rivier University
Nashua, NH

Skills

  • Technical Skills: Active Directory, Azure, Cisco Meraki, Cloud computing, ConnectWise, CRMs, Cybersecurity, DHCP, DNS, Google Workspace, IT Glue, Mac OS, MDM, Microsoft Windows & Server, Microsoft 365, Networking, LAN, Printer support, Remote Monitoring & Management, Remote support, SaaS, Slack, TCP/IP, Technical Documentation, Troubleshooting, Virtualization, VoIP, VPN, WAN, Wireless, Zoom
  • Professional Skills: Adaptability, Analytical thinking, Attention to detail, Client success, Collaboration, Communication, Customer Service, Documentation management, Empathy, Expert problem solving, Help Desk, Patience, Prioritization, Relationship-building, Service Desk experience, Time management

Certification

  • CompTIA A+
  • CompTIA Server+
  • CompTIA Network+
  • CompTIA CIOS
  • CompTIA CNIP
  • CompTIA Cloud Essentials

Languages

English
Native or Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Accomplishments

  • Supervised team of 5 staff members.

Work Preference

Work Type

Full TimeContract Work

Work Location

Remote

Important To Me

Work-life balanceCompany CultureWork from home optionCareer advancement

Timeline

IT Technician II

Proton Dealership IT
05.2023 - 06.2025

IT Support Technician

Proton Dealership IT
07.2021 - 05.2023

Parts Specialist

Leith BMW
01.2020 - 06.2021

Assistant Parts Manager

Tulley BMW
07.2013 - 08.2019

Some College (No Degree) - Psychology Courses

Rivier University

Similar Profiles

CREATE PROFILE