It Support Technical
Resume:
MICHAEL LAFLAMME
CONTACT
Windham, NH *****
Mobile: 603-***-****
*************@*****.***
WWW: www.linkedin.com/in/mlafl
EDUCATION
Some College (No Degree):
Psychology Courses
Rivier University, Nashua, NH
CERTIFICATIONS
CompTIA A+
CompTIA Server+
CompTIA Network+
CompTIA CIOS
CompTIA CNIP
CompTIA Cloud Essentials
LANGUAGES
English
Native or Bilingual
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. TECHNICAL PROFICIENCIES
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
WORK HISTORY
May 2023 - June 2025
IT Technician II, Proton Dealership IT, Morrisville, NC 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.
July 2021 - May 2023
IT Support Technician, Proton Dealership IT, Morrisville, NC 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. 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.
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