Mike Paddock Email & Phone Number

Rock IT Solutions: Elevating Your E-Learning and Technical TeamsAt Rock IT Solutions, we specialize in Talent Acquisition and Consultation for the technology niche, focusing on customer and technical support, as well as Customer Success teams. With over 25 years of expertise, we provide industry-specific knowledge in E-learning, LMS configuration and administration, interactive course creation, and training analytics and reporting.Our commitment to leveraging cutting-edge recruitment technology, such as Talen.ai, ensures streamlined workflows, enhanced sourcing capabilities, and data-driven insights for our clients. Partnering with THCO allows us to access global talent markets and handle administrative tasks, dedicating more time to finding the perfect candidates for your needs.We prioritize quality over quantity, ensuring the best-fit candidates who align perfectly with your company's requirements while maintaining efficient turnaround times. Our dedication to exceptional customer service, clear communication, responsiveness, and ongoing support sets us apart.With a proven track record of success, including case studies and client testimonials, Rock IT Solutions and THCO have placed top talent in various industries. Our specialties include:- E-Learning and Training: Expertise in creating and managing E-learning programs and training initiatives.- Customer and Employee Onboarding: Specialized services to streamline and enhance the onboarding process for both customers and employees.- Customer and Technical Support: Building efficient support and success teams. Let us help you build and enhance your support and success teams with our unparalleled expertise and dedication. Connect with us to learn more about how we can support your organization’s growth and success.

Gander, Newfoundland And Labrador, Canada

● Ensure the highest level of value is perceived by clients throughout the entire client journey and that they achieve their desired outcomes.● Including, Onboarding, training, implementation, Data consumption (imports, merge, migration) consultation.● Proactively manage and strategize to ensure the highest level of service can be achieved while maintaining alignment with corporate goals and vision.● Development of mutually beneficial relationships through the proactive management of each client’s account while supporting their changing needs, goals, and growth plans.● Technical expertise in various areas such as Software support, onboarding strategies, Migrations, and a technical resource for all customers.● Business intelligence project member and data analysis.● Internal support. BYOD Option. Ubuntu, IOS, and Linux.

Gander, Newfoundland And Labrador, Canada

Providing managed services to local SMB.- Examples of services provided: - Security system installation and consultation for retail business and personal homes. - Technology support for various food franchises (Booster Juice, Jungle Jim's Eatery) - Upgrade the overall LAN system at a very remote location using specialized repeater technologies to boost LTE signals to mine site 45 KMs in-land) - Provide seminars and consultation with local businesses on internet security and best practices in document management. - Technical Consultant for remote locations.

Vancouver, British Columbia, Canada

● LMS Expert. Initial role was to provide 1st and 2nd-level application support of Open-source SaaS Applications.● Worked with Moodle, Totara, and Magento 2.0● Move to the Customer Success team, becoming the subject matter expect on all company products. ● Use of MDM software such as jump Cloud and Casper to manage internal and external clients. IOS and Windows OS.● Provide Application support, focusing on customer engagement and training and churn reduction● Experience in course design and managing KPI's● Design and build an internal and external Knowledge Base and self-help material.● Assist customers with reporting requirements using Zoola Analytics. Create or edit Reports, Ad Hoc Views, SQL Queries, and data sources. ● Provide Business intelligence consultation.● Implementation and onboard services of new clients.● Experience with Amazon AWS

Gander, Newfoundland And Labrador, Canada

● Support Team Lead for Eastern Canada.● Provide End user support in all areas of enterprise technologies.● Develop end-user support best practices.● Plan and prioritize work activities based on business requirements and standards.● Provide support for various types of devices. Including: Windows, MacBook’s, Linux devices.

Gander, Newfoundland And Labrador, Canada

● Provide functional, technical, and ongoing life-cycle support in all client technology areas, specifically, a standardized enterprise common OS, applications, deployment, training and maintenance. ● Install, configure, and support client endpoints and software.● Establish & maintain positive working relationships to optimize productivity and communication with clients, colleagues, peers, MSPs, and partners.● Provide recommendations and contribute to the development and implementation of relevant NAV CANADA policies, technical procedures, strategies, plans, service levels, and tools. ● Present monthly metrics to the IT Director and Senior Management team.● Managed a mix of various operating systems on the same network, such as IOS, Windows, Linux, RIM.● Standardize enterprise support procedures ensuring accurate and meaningful reports

Calgary, Alberta, Canada

- Migrated TransCanada Pipelines from Novell to Windows NT. - Team leader of 6 members - 8 Months working on a contract for the Alberta Government to provide desk side support.

Diploma Of Education, Computer And Information Sciences And Support Services, 3.4

Activities and Societies: Project Management certified, Software development training, Network design and support, customer.

Certificate, Information Technology Project Management

Diploma Of Education, Computer And Information Sciences And Support Services