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Michael McLean mmclean@cobalt7.io

Profile

Exceptional ability to quickly master new software and apply its full range of capabilities. Accurately interpret customers’ problems and offer the best solution. Goal oriented, creative and resourceful. Efficient troubleshooter and problem solver. Dependable and conscientious; accurate at detail work. Highly effective in communicating with programmers and network administrators, and translating highly technical information into everyday language. Can be trusted to handle end-user complaints diplomatically and efficiently. Broad range of knowledge in using many different programming and scripting languages.

Relevant Skills and Experience Quality Assurance

Responsible for testing and documenting over 40 monitors in ipMonitor 6.x and ipMonitor 7.x Wrote test scripts and applications to troubleshoot customer systems and verify application functionality. Employed packet captures to troubleshoot and analyze transactions. Identified application bugs by comparing test results with application code to identify potential problems. Researched security and permissions requirements for application based off API functions used in application. Developed custom testing scripts using Perl and VBScript Developed custom scripts employed as Monitors to extend functionality of ipMonitor 7x. Created sample Monitors for specific SNMP monitoring scenarios for APC, Dell, Compaq and Microsoft Windows Performance Counters. Developed and maintained the HTML Help system content and structure in ipMonitor 7x. Assisted in the development, research and writing of three extensive manuals for ipMonitor 6x, ipMonitor 7x and LiveStats 6x

Software Development

Assisted programmers in design of programs for ease of customer use and consistency in layout. Identified specific applications for a newly written program. Tested new programs for bugs and documented them for programmers’ correction. Reported customer feedback to programmers on program weaknesses and strengths. Designed data structures and wrote Stored Procedures for SQL Server 2000. Developed form validation functions using JavaScript in ipMonitor 7x. Developed two Bug Tracking applications using PHP/MySQL and ASP/MSDE Developed web application for Sales to track Sales cycle follow-ups and customer service requests using ASP/SQL Server 2000. Developed Technical Support intranet portal in C#. Developed prototype for Point-of-Sales system in C# / MSDE.

Network Administration

Configured and managed Borderware Firewall Server 6.1.5, Exchange Server 2000, IIS (5.0 and 6.0) web servers, VPN from office to hosted web server, Goldmine Sales and Marketing / Heat server, internal and external DNS, SourceSafe server and secure file server using SSH2, SFTP and SAMBA on FreeBSD 4.9. Setup, maintained network monitoring server while being on-call 24x7. Maintained Microsoft Software Update Server to keep all servers and workstation current with latest security updates and service packs. Established server backup schedule and maintained onsite and offsite backups.

Technical Support Manager

Managed the Technical Support department for DeepMetrix Corporation then ipMonitor Corporation. Implemented and maintained Support Ticket System (Heat) Received and successfully handled hundreds of PC system calls from customers. Made preliminary technical assessment of the problem(s). Offered possible cause(s) of the problem(s) and a solution to the problem. Offered advice of how to prevent the problem in the future. Formulated and implemented a framework for a Help Desk that is still considered "the model" for the company’s Technical Support Department. Consulted several large organizations on implementation of software and network configurations (NASA, Knowledge Flow – an R&D company for IBM, CD Plus, The Auto Trader, Canadian Forces School of Administration and Logistics)

Software Packages Used
	Visual Studio .NET 2003, Visual C++ 6.0, SourceSafe, ActiveState Perl 5.8, Microsoft SQL Server 2000, Microsoft Office 2000 and XP, IIS 5.0 and IIS 6.0, MySQL 3.23.x, 4.x, Borderware Firewall Server 6.1.5 Windows 2000 Workstation and Server, Windows 2003 Server and Web Edition, FreeBSD 4.9

Programming Languages
	Visual C / C++, C#, ASP.NET, Perl, PHP, ASP, VBScript, JavaScript, HTML

Employment History

2000-2004	Technical Support Manager, Quality Assurance, IT Manager	DeepMetrix Corporation and ipMonitor Corporation
1996-2000	FCS Tech (electronics technician)	Canadian Armed Forces
1995-1996	Technical Support	MediaHouse Software Inc. Hull, PQ
1993-1995	Part-time student	University of Ottawa, Ottawa, ON

Education and Credentials
	Electronics Technician Diploma – George Brown College, June 2001 Fire Control Systems Technician – Canadian Forces School of Electrical Mechanical Engineering, Jan 1999 Performance Oriented Electronics Training (POET) – Canadian Forces School of Communications and Electronics – June 1998 Bilingual in English and French