Looking for a job

Jaye archer

@jayearcher

Message

I resolve enterprise end-user technical issues across Microsoft 365, access, VPN, and device support.

United States

Message

What I'm looking for

I'm looking to continue resolving end-user technical issues in a structured support environment where I can manage incidents, document solutions, support enterprise tools, and grow my technical capabilities.

I've delivered Level 1 and 1.5 technical support for Lawson Products, Ulta Beauty, American Modern, Amazon Go, and Google, resolving hardware, software, access, authentication, VPN, and connectivity issues.

I document incidents, manage ticket queues, guide users through remote troubleshooting, and escalate complex issues with clear communication. I also bring foundational SAP S/4HANA knowledge, basic SQL querying, and certifications in CompTIA A+, AWS Cloud Practitioner, and Microsoft Azure Fundamentals.

Experience

Work history, roles, and key accomplishments

IT Help Desk Analyst

Lawson Products

Apr 2025 - Jun 2026 (1 year 2 months)

Provided Level 1 technical support to end users, troubleshooting hardware, software, application, and access issues. Managed and documented incidents through ticketing systems, escalating complex issues as needed.

Microsoft 365 Outlook Windows VPN MFA Active Directory Ticketing Systems Incident Management Remote Support

Help Desk Analyst – Technical Support

Ulta Beauty

Aug 2025 - Jan 2026 (5 months)

Provided Level 1 technical support through ticketing systems, troubleshooting Windows and macOS systems, login failures, and application issues. Resolved VPN, MFA, and connectivity issues while supporting Microsoft 365 applications.

Windows MacOS VPN MFA Microsoft 365 Ticketing Systems Troubleshooting Documentation

Investor Relations Analyst

Okapi Partners

Mar 2025 - May 2025 (2 months)

Supported internal systems and reporting tools, generating and validating reports using Excel and internal business tools. Maintained process documentation and collaborated with teams to resolve system and data issues.

Excel Reporting Documentation Data Validation Process Improvement

Technical Support Specialist

American Modern

Feb 2024 - Nov 2024 (9 months)

Delivered technical support to enterprise users through phone, chat, and email, troubleshooting application access, VPN, and authentication issues. Investigated incidents and escalated complex issues to appropriate teams.

VPN Authentication Troubleshooting Incident Management Documentation Customer Service

Customer Service Technical Specialist

Amazon Go

Mar 2022 - Sep 2023 (1 year 6 months)

Provided technical customer support for point-of-sale (POS) systems and transaction-related issues, troubleshooting hardware, software, and network problems. Managed support tickets and assisted with iOS devices.

POS systems hardware troubleshooting Software Troubleshooting Network Troubleshooting iOS Ticketing Systems Customer Service

Help Desk Analyst

Google

Feb 2021 - May 2022 (1 year 3 months)

Provided technical support for enterprise users, resolving issues using remote support tools and guiding users through troubleshooting steps. Used basic SQL queries for data validation and documented solutions for knowledge sharing.

Remote Support Troubleshooting SQL Documentation Knowledge Sharing Collaboration