Michael Cook Email & Phone Number

London, Ontario, Canada

➢ Triaging and managing internal and external support ticket queues in accordance with established SLAs.➢ Providing L1 technical support to on-site and remote users in a Microsoft 365 hybrid environment.➢ Providing L2 technical support to HRdownloads HRIS platform clients.➢ Provisioning, upgrading and deploying laptops, peripherals and other hardware for end users.➢ On-boarding, off-boarding and managing users and groups in Microsoft 365.➢ Management of Active Directory and virtual machines in Windows Server Hyper-V.➢ Group policy management and creation of new GPOs as needed.➢ Management of all printers, access points, and teleconferencing systems.➢ Training on-boards on internal systems, 2FA, VPN access, submitting tickets, and digital hygiene.➢ Purchasing and managing company hardware inventory in AssetTiger ITAM.➢ Publishing, updating and fixing content in the HRdownloads HRIS platform.➢ Identifying and logging software bug fixes for the development team.➢ Creating and editing help desk process documentation.

London, Ontario, Canada

As a Warehouse Clerk, I was responsible for supporting the efficient and effective operation of the warehouse. This involved performing inventory management, shipping, receiving, and customer service functions.➢ Managed inventory utilizing the AS400 database system to track and monitor stock levels and movement.➢ Provided outstanding customer service to internal and external customers, occasionally assisting with sales.➢ Coordinated shipping appointments and communicated effectively with sales and management staff to address inventory, shipping, and receiving issues in a timely and effective manner.➢ Received inventory into stock from suppliers and external branches.➢ Delivered construction materials using the company vehicle.

London, Ontario, Canada

As a Teaching Assistant for an undergraduate anthropology course, I worked collaboratively with a team of teaching assistants and a faculty member to create engaging and impactful learning experiences for students.➢ Led hands-on laboratory and tutorial sessions in archaeology, providing students with guidance on course concepts and content.➢ Graded essays, lab reports, and assignments, providing constructive feedback and support to help students achieve their academic goals.➢ Provided academic guidance and mentorship to students, helping them to build skills and confidence in their academic pursuits.➢ Offered dedicated office hours, providing additional support and assistance to students seeking extra help on assignments and labs.

London, Ontario, Canada

In the Advanced Facility for Avian Research, I was responsible for maintaining the health and well-being of research animals and ensuring the cleanliness of the research facilities.➢ Maintained clean and sanitized research facilities and animal cages, following strict protocols and guidelines to ensure the health and safety of animals and staff.➢ Prepared and mixed animal food, provided regular feeding and watering of animals, and administered medication as required, demonstrating a strong attention to detail and commitment to animal welfare.➢ Handled the safe and respectful disposal of deceased research animals, following all protocols and guidelines to ensure appropriate and ethical treatment.

London, Ontario, Canada

Continued my work on the Franz Boas Papers: Documentary Edition Project as a Graduate Research Assistant.

London, Ontario, Canada

In the Department of Psychology at the Advanced Facility for Avian Research, my role as a Research Assistant involved providing essential support to a PhD research dissertation through tasks such as:➢ Ran experiments and collected data for analysis.➢ Maintained the cleanliness of research animal cages and rooms to ensure the well-being of the animals.➢ Prepared and mixed animal food, as well as provided regular feeding and watering of research animals, demonstrating a strong commitment to animal welfare.➢ Carried out the safe and respectful disposal of deceased research animals to ensure that they were handled appropriately and ethically.

London, Ontario, Canada

As a Research Assistant, I continued my work on the Franz Boas Papers: Documentary edition project performing primary and secondary library research, writing research reports, bibliographies and preparing primary research documents.

London, Ontario, Canada

Worked with a multi-disciplinary research team on the Franz Boas Papers: Documentary Edition project transcribing historical documents for digitization at the American Philosophical Society.

London, Ontario, Canada

In the Department of Biology's ecology laboratory, I worked as a summer research assistant and performed the following duties:➢ Supported laboratory operations by assisting with general tasks.➢ Prepared biological materials for data collection purposes.➢ Aided in collecting field data and setting up fieldwork stations.➢ Ensured the health and welfare of research animals and plants at the Biotron research facility by administering basic care.

London, Ontario, Canada

As an Outbound Caller contracted by a fundraising firm working with Western Giving at Western University, I helped raise funds for scholarships and bursaries through strategic communication with donors and potential donors.➢ Utilized persuasive calling techniques to secure giving commitments and build donor relationships.➢ Trained and mentored new employees on the use of outbound calling software, call scripts, and handling difficult call scenarios.➢ Ensured accuracy and integrity of donor records and information through meticulous record-keeping.

London, Ontario, Canada

Provided support and assistance to the Administrative Assistant in the Department of Philosophy at Western University.➢ Aided with general office duties, including filing and organizing documents and properly disposing of unneeded documents according to departmental and university policies.➢ Helped to re-locate and re-organize the departmental library under the direction of the Department Chair and the Administrative Assistant.➢ Performed general miscellaneous office duties as needed under the direction of the Administrative Assistant.

London, Ontario, Canada

As a Residence Tour Guide at Western University, I provided prospective students and their families with engaging and informative tours of the university's residence facilities, showcasing the unique features and benefits of living on campus.➢ Led groups on tours, answering questions and providing insights into residence life and university culture.➢ Fostered positive relationships with prospective students and their families, serving as a friendly and knowledgeable ambassador for the university.➢ Collaborated with colleagues to ensure the smooth operation of tours and events, delivering high-quality experiences that met or exceeded expectations.

Ontario College Graduate Certificate, Information Technology Infrastructure, 4.12, President'S Honour Roll

Activities and Societies: Class Representative to the Fanshawe Student Union.

Bachelor Of Arts - Honors Ba