Patrick Michael Headshot

Patrick Michael

patrickjtmichael@gmail.com | (585) 356-3648 | Walworth, NY

Dependable IT Support Specialist with extensive experience in network administration, hardware/software troubleshooting, and supporting computer users. Successful at both proactive monitoring and network maintenance. Skilled in component-based repairs and advanced troubleshooting techniques, with a commitment to implementing solutions that ensure system stability and security. Consistently exceeded metrics for call volume, handle time, 1st call resolution, and transfer rate.

Professional Experience

IT Help Desk Technician

Sutherland Global Services, Proofpoint | 07/2021 – 10/2025 | Rochester, NY
  • Managed and resolved help desk tickets, consistently exceeding metrics for call volume, handle time, 1st call resolution, and transfer rate.
  • Provided virtual technical assistance and onboarding support to new staff and administrative users.
  • FedRamp Certified in compliance and security protocols for government cloud products.
  • Performed scheduled updates and maintenance on Server and User databases.
  • Identified and resolved software engineering related issues, collaborating directly with programmers and developers.
  • Served as the team liaison with website developers, communicating emerging issues and user feedback.

Owner, Consultant, Lead IT Technician

PM Consults | 01/2003 – Current | Walworth NY
  • Oversaw all core strategies, product roadmap, operations, marketing, and computer repair services as the company owner.
  • Responsible for the installation, configuration, and maintenance of client hardware and software, ensuring compliance with guidelines.
  • Advised residential and business computer users on system best practices, security, and upgrades.
  • Performed component-based repairs on laptops, desktops, and mobile devices.

Electrical Engineering Technician

Star Headlight and Lantern Company | 10/2019 – 07/2021 | Avon, NY
  • Built prototype circuits based on Bill of Materials (BOM) and schematics, and conducted testing on new circuit prototypes.
  • Collaborated closely with Electrical and Mechanical Engineers to create specialized test beds for new circuits.
  • Ensured circuits met strict industry standards, including SAE J595 for photometric performance and SAE J578 for color specifications.

Education

Associates Degree in Computer Science, Web Design

Genesee Community College | Graduated 11/2011 | Batavia, NY
  • Sub major in Computer Repair.