Mike MacLaren

adbqmb@r.postjobfree.com

linkedin.com/in/mikemaclaren

Summary

Professional Leader with experience in a broad number of industries needing technical support to enterprise customers. Recently ServiceNow Development and Administration has become a personal passion. Being able to improve processes and automate tasks for any IT Department has been very rewarding. Experience

Service Desk Manager Nov 2016- Present

Fisher Investments

ServiceNow Service Catalog Process Owner.

ServiceNow Incident Process Co-Owner.

ServiceNow Administration, first point of contact for troubleshooting and supporting the platform. ServiceNow Development in the Service Catalog. Build catalog items and workflows. Senior Business Analyst as we transitioned from our old Request system to the ServiceNow catalog. Developed our ServiceNow training on Incident Management. Delivered the training in person and remotely for all of our IT employees.

Took ServiceNow ITSM Administration course from ServiceNow and passed the exam to be a Certified ServiceNow Administrator. Took ServiceNow ITSM End User course from ServiceNow. I manage a Service Desk of 7 employees in Camas Washington. I then moved to Plano Texas to build a Service Desk team from the ground up. While in Plano, we've expanded into additional buildings. Hiring the right people for the job has been a key to our success.

Put into place an inventory management system without purchasing software. Using excel and MS Access. Created inventory tracking spreadsheet to support inventory management. Created new hire training manual and streamlined our training process. Service Desk Supervisor Aug 2015 - Nov 2016

Fisher Investments 1 year 4 months

Promoted to a Service Desk Supervisor to support the growing need for management on our Service Desk Team. During this time I built out a reporting and metrics to track the successes of our department. This reporting also helped manage our resources by allowing upper management to see how our resources were used. Prior to this, the Service Desk was used as staff augmentation to other departments. As a Supervisor, one of my jobs was to training our new technicians. Our training was tribal knowledge at the time. I was the main point for contact for all things to my trainees. As time went on, I was quickly the identified as the senior technician and used for all internal escalations and troubleshooting. I took this time to train our technicians on our HP printers and canon fax machines. This allowed us to repair printers and faxes that were previously deemed repairable.

Service Desk Specialist Feb 2014 - Aug 2015

Fisher Investments 1 year 7 months

As a service desk technician, I was responsible for supporting the enterprise environment. I supported all software, hardware and mobile devices from initial purchase until being decommissioned. My customers ranged from entry level employees, to the CEO on a regular basis. It wasn't long after being hired, that I became one of the top producers of the department. I took the opportunity to improve process that hadn't been updated in many years. One example that comes to mind, was a process of providing a hotel desk for traveling employees. This hotel desk would allow employees to have a fully working desktop and phone while visiting us from out of state. The problem I fixed was lack of training with the rest of the Service Desk, and lack of documentation. I documented the process and trained the rest of the staff on the procedure. This reduced the amount of time a single person spent on the process. It also increased customer satisfaction by not having a single point of failure. Director of Operational Logistics - Board of Directors Mar 2012 - Feb 2015 Rockwood Junior Baseball 3 years

Rockwood Junior Baseball is a long standing organization in the Reynolds School District, which has been around since 1962. Rockwood brought me on as Director of IT Operations to assist in moving Rockwood JBO from an age of manual paper processes, to automated digital documents. Rockwood JBO volunteers would spend countless hours combing through paper applications and manually creating team rosters. During my tenor with Rockwood JBO, we have started 100% online registration that accepts credit card. This has reduced our need for extra volunteers to process manual applications, and allows them to spend more time with the kids of Rockwood JBO. Our snack shack now accepts all forms of credit cards for low fees which has increased our per person sales by at 25 percent.

• Develop process and procedures to start the baseball season.

• Develop process and procedures for online registration.

• Develop best practices for snack shack procedures and standards.

• Development of standards, process, and expectations for the Baseball Coaching Staff.

• Vote on appointments of coaches, umpires, appointed chairs, and matters that come before the Board in general and executive meetings.

• Attend all Board and General Association meetings. Executive Vice President Board of Directors Apr 2013 - Jan 2015 MT Hood Pop Warner 1 year 10 months

Mt. Hood Pop Warner is an up and coming youth football program under the Greater Northwest Pop Warner Conference. Along with the President of Mt. Hood Pop Warner, together we are creating a new youth program in the city of Gresham Oregon and surrounding areas. I was chosen to be Executive Vice President from my successful work with Rockwood Junior Baseball Association.

• Defend the Mission and these Bylaws, protect the corporate existence, assure the proper discipline of members, and tenaciously work to ensure participant safety and maintain the financial stability of the association.

• In the absence of the President, leads the Board of Directors’ and General Association meetings.

• Coordinates the interaction between the Association and other organizations with which the Association has affiliations.

• Attend all Board and General Association meetings.

• Manage the discipline process with and between all parties participating in the MHPW programs.

• Assists the Football Commissioner in the coordination of standards, process, and expectations for the Football Coaching Guidelines.

• Participate in the selection of football and cheer head coaches.

• Vote on appointments of coaches, appointed chairs, and matters that come before the Board in general meetings.

• Institutes, documents, monitor, and emphasize best practices throughout the Association.

• Manage the registration process for children interested in participating including advertising, room reservations, staffing, association and program literature, display equipment, compilation of contact data and distribution to board, and collection of fees.

Field Service Technician II Sep 2009 - Feb 2014

Umpqua Bank 4 years 6 months

Receive and complete work request escalations from the Service Desk. Work on special projects with upper management and the Project Management team. Help the PM’s with planning hardware deployments, associate moves and new store openings. Make recommendations to management related to technology purchases. Over see my region in two states spreading across NW Oregon and SW Washington. Work with and help manage third party vendors to assist in hardware deployments in my region and elsewhere

• Interim IT Operations Manager while manager was out sick or on leave.

• Lead technician for Rainier Pacific Bank FDIC Take Over

• Lead technician for Evergreen Bank FDIC Take Over

• Lead technician in designing “Store within a Store” used during FDIC take overs.

• Lead technician designing new image management process. Went from Phoenix Image Cast to Norton Ghost Suite.

• Managing technician for Image Management (Desktop Engineering) Created Images, Tested Images, Signed off for company wide use. Managed one technician.

• Lead technician in hardware procurement analysis My analysis recommended upgrading from 2 GB of memory to 4 GB of memory. A cost savings of over $32,000.00 in future hardware cost and technician soft cost.

My analysis recommended upgrading from Core 2 Duo processors to Core i5 processors to be in line with the businesses asset depreciation standards of 5 years.

• Lead technician in developing department training material to be used with our onboarding process. Designed walkthroughs and check lists for deploying new workstations, setting up new printers on the network and new Multifunction devices.

• Developed a program to assist in managing bank store locations called “The Store Health Survey”. It allowed for better communication between Field Service Techs and the Stores. Overall increase in happier internal and external customers.

• Attended mentorship program at Umpqua Bank for managers in training. Interim IT Operations Manager Oct 2011 - Nov 2011

Umpqua Bank 2 months

Asked to be Interim IT Operations Manager until a replacement could be found, estimated length of time was four - eight weeks. I was responsible for;

• Strategy and Planning of IT resources including FTE and contractors.

• Analyze performance of the Field Service Technicians on a weekly basis based off reports from ticket application.

• Manage the process of incoming communications to the Field Service Tech Team to ensure courteous, timely and effective resolution of trouble tickets.

• Track and analyze trends.

• Train, coach and mentor Field Service Technicians and other staff.

• Contribute to escalated problem resolution for by giving hands on support to customers when needed.

• Part of all department projects to ensure projects stayed on track and ensure adequate staffing to meet the needs of each project.

• Ensure all bank policies and procedures are followed to avoid potential audit findings. Help Desk Technician I Apr 2007 - Sep 2009

Umpqua Bank 2 years 6 months

Provide phone support to all Umpqua Bank Associates to fix various problems of various degrees. Setup and modify shared folder security access through Active Directory. Make changes to network secured folders after researching each request to verify proper authorization. Assist Fred Woodsum with Monthly Audit Report by printing all reports created by NetIQ. In charge of all temporary employee network accounts, manage temp employee spreadsheet. Notify managers 1 week prior to temp employee's expiration date within Active Directory. Ongoing research into purchasing Active Directory tools to simplify complex jobs. Owner Dec 2004 - Aug 2009

PC Mobile Techs, LLC 4 years 9 months

Owner and operator of a small business providing a full range of onsite computer services for consumers and small businesses. Services include desktop support, custom system building, networking, and home theater setup. Registered Microsoft Partner.

IT Admin Mar 2006 - Apr 2007

ProMed-Computers 1 year 2 months

Provide technical support to current and new clients. Provide on-site desktop support for clients covering hardware, software, and network issues. Perform all administrative and in-house help desk duties. Setup and/or recommend backup and disaster-recovery practices. Provide recommendations to improve business production and workflow. Assist clients with research and generate requirements for purchasing new equipment. IT Administrator Mar 2005 - Mar 2006

Meadowlark Real Estate 1 year 1 month

Design, build, and administer the computer network of a small real estate redevelopment firm. Manage all IT functions, including database management, software customization, and desktop support. Work with vendors to ensure network connectivity and proper levels of service. Responsible for IT purchasing decisions. Additional duties included research for prospective properties, including contacting property owners to evaluate property desirability and owner interest in selling.

Collected business requirements for a sales tracking and prospect research database repository, identified a software solution and customized it to successfully meet those requirements. Prior to joining Meadowlark, two vendors had failed to implement an adequate business solution. Education

Western Governors University 2016 - Present

BS. Information Technology, Security, A

University of Phoenix 2012 - 2016

Bachelor of Science, Business Management, Sophomore Portland Community College 2000 - 2002

Computer Information Systems - Network Administration Skills

ServiceNow • ServiceNow Administration • Leadership • Technical Support • Troubleshooting Certifications

CompTIA A+ ce • CompTIA

THJ9CTNH2LRQQGGS • Jul 2017 - Jul 2020

ServiceNow Certified Systems Administrator • ServiceNow 20585837

Certified Internet Web Professional Site Development Associate • Certification Partners (CIW) 876367 • Nov 2019 - Present

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