Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
SoftwareEngineer
MIKE LAFLEUR

MIKE LAFLEUR

Houston,TX

Summary

Technical Support Engineer with over 25 years of experience resolving complex technical issues and enhancing support operations. Skilled in SQL debugging, API support, and managing ticket queues to meet SLA targets. Proven ability to bridge customer and engineering teams through clear, detailed communication and technical documentation, contributing to improved system efficiency and customer satisfaction.

Overview

25
25
years of professional experience
5
5

Certifications

Work History

Technical Support Analyst

TeleComp
03.2021 - 07.2025
  • Delivered specialized support and integration for advanced unified communications platforms, emphasizing quality and reliability.
  • Diagnosed and resolved complex customer issues related to voice, data, VoIP, and CTI applications while efficiently managing support tickets and prioritizing tasks.
  • Managed and maintained the Mitel MiVoice Connect platform and facilitated seamless integrations with Cisco Broadsoft Cloud-based PBX solutions, ensuring robust unified communication services.
  • Collaborated with the development team to support API enhancements through installation, testing, patch deployments, and debugging of code, aligning with structured support processes.
  • Installed, maintained, and supported IVR applications to optimize customer interactions and system performance.
  • Researched and recommended network and data communications hardware and software to enhance overall system functionality.
  • Performed business evaluations for telecommunication and networking projects, providing strategic insights for improved service delivery.
  • Supported voice and data applications while analyzing trouble tickets to identify root causes and implement effective solutions.
  • Coordinated with network administrators and server engineers to deliver high-quality and timely technical support.
  • Collaborated with cross-functional teams to ensure seamless integration of communication systems in large-scale projects.
  • Led training sessions for both internal staff and external clients on the use, operation, and troubleshooting of newly installed communication systems.
  • Leveraged strong analytical and problem-solving skills to address complex technical challenges, ensuring optimal network performance for clients.

Application Support Engineer

Co-nexus Communications
11.2006 - 03.2021
  • Diagnosed and resolved issues for CTI/call recording software, end-user applications, and servers, maintaining a consistent focus on customer-centric support.
  • Collaborated with the Software Development team to install, test, and troubleshoot new software versions through the full development lifecycle, ensuring minimal disruption for end users.
  • Leveraged strong SQL database skills to troubleshoot and resolve software-related problems, aligning technical solutions with customer requirements.
  • Analyzed application logs and utilized debugging workflows to identify performance issues and system errors, thereby enhancing product stability.
  • Utilized ticket management applications (Sales Force, ConnectWise, Jira, ZenDesk, HEAT) to manage support requests effectively and meet service level targets.
  • Provided comprehensive support for Windows Server, Desktop, macOS, and iOS environments, ensuring optimal system performance.
  • Communicated development stages and technical insights to stakeholders through clear and concise documentation.
  • Guided end users through complex troubleshooting steps, reinforcing best practices and customer trust.
  • Demonstrated strong technical aptitude and continuous improvement mindset, resulting in optimized performance and innovative product enhancements.
  • Delivered targeted support training and created user manuals, Knowledge Base articles, and detailed technical documentation to empower customers and internal teams.
  • Participated in system upgrades and coordinated software integration efforts to maintain peak application performance.
  • Worked closely with developers to provide feedback on application designs based on user requirements.
  • Addressed technical issues and guided end users through resolution.

Support Manager/Purchasing Inventory Manager

Stratasoft, Inc
09.2000 - 11.2006
  • Consistently exceeded goals and expectations at a Call Center Management product manufacturer (up to $6M revenue, 50 staff), earning successive promotions throughout my tenure. This firm's core product was a predictive dialer for blended Call Centers.
  • I gained comprehensive operational experience, spanning warehouse management, SOX compliance, budget forecasting and planning for special IT projects, equipment purchasing, and providing technical system accounting support for AP and AR.
  • I successfully directed a team of 12 Support Technicians (8 U.S.-based, 4 offshore in Pakistan), ensuring timely resolution of all client requests. I also provided Level III technical support and maintained effective communication with enterprise management at all levels.
  • Revolutionized Help Desk operations, drastically reducing customer hold times from 20 minutes to under 60 seconds.
  • Eliminated customer complaints regarding unanswered emails and unreturned phone calls.
  • Developed and launched a training program for all new technical support staff and established a vital communication channel with offshore Help Desk personnel.
  • Orchestrated the seamless relocation of corporate HQ, managing a team of 30 and a $10K budget, completing the project on time and within budget.
  • Managed a $350K conversion of legacy telephony hardware to a modern platform, optimizing T1 ports and rack space.
  • Selected by management to present at trade shows on the successful improvements in Help Desk response times.
  • Managed daily operations to ensure smooth functioning of the support department.
  • Monitored employee and customer interactions to assess quality of service.

Education

Bachelor of Science - Computer Information Technology

Lone Star College
Houston, TX
05-2004

Skills

  • Technical Expertise: API Integration, SQL Database, IIS Server Configuration, JSON Configuration, Application Log Debugging, Technical Acumen, Debugging & Querying, product lifecycle management, CTI integration expertise, Software Development Cycle
  • Customer Support & Communication: Unified Communications, Software Support, ticket management applications (Sales Force, ConnectWise, Jira, ZenDesk, HEAT), Technical documentation writing, Organizational change management, Technical Product Support, On-Call Readiness, Keen Interest, Project management, Data-driven problem solving
  • Networking & Infrastructure: LANS/WANS Networking, Avaya AES, Call Recording Software, Predictive Dialer Hardware and Software, Hardware installation and configuration, network protocols, Mitel voice solutions, Wireshark Network trace/analysis, VoIP support, Supporting unified messaging (UM), Cisco Call Manager, Windows Server and Desktop, macOS and iOS support
  • Remote support

Certification

  • Cisco Broadworks Engineer
  • Mitel MiVoice Connect Engineer
  • Microsoft MCP
  • Comptia Network+
  • Comptia A+

Languages

English
Full Professional

Timeline

Technical Support Analyst

TeleComp
03.2021 - 07.2025

Application Support Engineer

Co-nexus Communications
11.2006 - 03.2021

Support Manager/Purchasing Inventory Manager

Stratasoft, Inc
09.2000 - 11.2006

Bachelor of Science - Computer Information Technology

Lone Star College