Summary
Overview
Work History
Education
Skills
Timeline
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Michael Archer

Chico,CA

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.


Experienced IT Specialist with over 20+ years of experience in IT. Excellent reputation for resolving problems and improving customer satisfaction.

Overview

25
25
years of professional experience

Work History

IT Support Specialist

Autodesk
San Rafael, CA
04.2007 - 07.2019
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Answered questions and provided information to customers about new software or hardware.
  • Determined hardware and network system issues using proactive troubleshooting techniques.
  • Delivered onsite technical support for 1000+ employees.
  • Maintained and operated AV ( Zoom ) equipment for use during internal presentations and client-facing events.

Learning Support

Kaiser
Oakland, CA
01.2007 - 09.2007
  • Temp job through Rose International
  • Tested new learning modules to be rolled out quarterly to employees
  • Made suggestions for resolutions to issues found

IT Supervisor

Clorox
Oakland, CA
01.2003 - 04.2006
  • There were two Helpdesks: Technical and SAP Helpdesk
  • I supervised the Technical Help Desk.
  • Wore several hats when needed and filled in for training and support

IT Software Support Technician

Clorox
Oakland, CA
01.2000 - 12.2003
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.

IT Software Support Technician

Clorox
Oakland, CA
06.1998 - 12.2000
  • Brought on with one other Help Desk software specialist to assist with support of rollout of Lotus Notes
  • Responsible for answering almost 200 calls/week with 90%+ average resolution rate

Help Desk Analyst

Amdahl
Sunnyvale, CA
01.1996 - 06.1998
  • Provided basic end-user troubleshooting and desktop support on Windows systems.
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Specialized in Lotus Notes troubleshooting

Education

No Degree - Criminal Justice

Butte College
Oroville, CA

High School Proficiency - Graduated At 16 -

Durham High School
Durham, CA

Bellarmine Prep
Santa Clara, CA

Harker Academy
San Jose, CA

Palo Alto Military School
Palo Alto, CA

Skills

  • Resolving Problems and Incidents
  • Attention to Detail
  • Technical Troubleshooting
  • Verbal and Written Communication
  • Hardware and Software Repair
  • Collaborative Team Player
  • Interpersonal Skills
  • Friendly and Patient

Timeline

IT Support Specialist

Autodesk
04.2007 - 07.2019

Learning Support

Kaiser
01.2007 - 09.2007

IT Supervisor

Clorox
01.2003 - 04.2006

IT Software Support Technician

Clorox
01.2000 - 12.2003

IT Software Support Technician

Clorox
06.1998 - 12.2000

Help Desk Analyst

Amdahl
01.1996 - 06.1998

No Degree - Criminal Justice

Butte College

High School Proficiency - Graduated At 16 -

Durham High School

Bellarmine Prep

Harker Academy

Palo Alto Military School

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Michael Archer