John MacDonald

Experience

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  Goss International

  Jun 2000 - May 2011

  Direct customer contact troubleshooting the following electrical systems:Programmable Logic ControllersComputer control systemsElectrical troubleshooting using schematicsVPN network device programmer (Cisco)Computer hardware diagnosticsThe product that I had been developing for years fell to wayside as the decline in the number of newspaper companies also declined. Without potential new customers, development was stopped on this product line. However the installed customer base still wanted support and changes to their existing systems. I transitioned into a support role for this product and continued development of the existing systems. Show less Computer control systems user interface programmer. I describe the product I worked on like this; when you pick up your Sunday paper and pull out the comics section, all of those advertisements stuffed into that paper were put there by a million-dollar machine, I helped program the interface to that machine. The goal was to make the interface as informative and versatile as possible yet simple and intuitive. I believe we achieved all these goals and this interface is in use today at many major newspapers around the country. Show less

  • Electrical Technical Support Specialist

    Jan 2010 - May 2011

  • Software Developer

    Jun 2000 - Jan 2010
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  Loftware

  Apr 2011 - now

  With enterprise level software and the complex and deep integrations into customer environments possible with the Loftware product line, there is an increasing challenge to keep the volumes of information and gained knowledge about the functionality and use Loftware products current, and shared within the organization. With the growth of the company comes a growth in the number of employees and new hires across multiple departments. As the lead of technical training department, my task is to standardize and distribute this gained information, as well as keep existing teams current with new features and functionality across all of the Loftware product lines. Show less As the manager of the technical support group I was tasked with helping a team of talented, technically inclined individuals manage, identify and solve customer issues as well as doing discovery, defining statements of work and scheduling service engagements for additional professional services provided for Loftware customers. Other tasks include managing and scheduling for the most effective coverage of the help line, the after hours support team and sales and sales engineering teams, creating and scheduling customer and internal training and workshops, assisting team members in their personal growth goals, and monitoring cases and requests that turn into new features and new releases of our software products. Show less The technical support engineer position is a hybrid position, connecting the development group and the customer support group as a position that can do advanced code and issue reviews as well as contacting the customers to solve detailed and complex issues independent of the software development group. This position requires intuitive use of the tools available and the flexibility to track issues through the software to find where in the source code an issue is manifesting itself. Not just reporting bugs, but diving into the code and figuring out why a particular use case has not produced the results that were expected. Show less

  • Business Operations Analyst

    Jan 2024 - now

  • Technical Training Manager

    Apr 2018 - Jan 2024

  • Technical Support Manager

    Jan 2014 - Apr 2018

  • Technical Support Engineer

    Jul 2012 - Jan 2014

  • Technical Support Specialist

    Apr 2011 - Aug 2012