BRIAN ARCHER

9293 W 98th Way Westminster, CO 80021 * bac38766@westpost.net * 303.403.1172

Profile
An energetic, straightforward, confident professional with a unique blend of exp
erience providing technical and educational support and service to customers. O
bjectively and systematically works with customers to analyze a situation and pr
ovide first line resolution to a problem. Effectively researches complex inform
ation, discerns core issues, and initiates solutions.

Computer Skills: Microsoft Office, OpenOffice, Corel Office Suite, Windows NT/20
00/XP/7, Moodle, ASP.NET, HTML, Citrix, Novell, TCP/IP, VPN
CAREER EXPERIENCE
03/2004 - Present Heritage College Denver, CO
Director of Education
Manage six vocational programs, which consist of traditional (brick and mortar)
as well as distance education formats.
Supervise 40 faculty, 4 staff and an average of 500 students; prepare payroll.
Develop annual budget.
Maintain accreditation status by updating curriculum, hiring and training staff,
and monitoring continuing education and professional development for all facult
y.
Provide academic advising to students in multiple disciplines.
Facilitated good working relationships with staff and students resulting in an
average retention rate of 97% of all enrolled students. Utilized problem solving
, creativity, and mediation skills to increase retention rate by 30% in a two ye
ar period. Student enrollment increased by 33% and staff/faculty retention incr
eased by 70%.
Therapeutic Massage Instructor/Program Manager
Created and distributed supportive educational materials for hybrid distance edu
cation program for proprietary Allied Health Education Company.
Provided on-line and residential instruction for upwards of 3 class sessions.
Developed training requirements, materials and monitored progress for instructor
s at Weston Educational 7 campuses.
Completed a total revision of curriculum to meet accreditation requirements.
Streamlined educational processes resulting in 70% improvement in customer servi
ce.

11/2002 - 11/2003 Alternative Resources Corporation Boulder, CO

IMAC Coordination/Customer Service Representative
Provided client desktop and telephony support for Honeywell International end us
ers in a contract position for IBM Global Services
Led inbound call center of ~100 in key individual performance metrics including
number of inbound calls received/resolved.
Initiated research into work flow structures for inbound call center customer su
pport. Developed and executed strategies to increase productivity.
Furnished end-user support in desktop, mainframe, and AS/400 applications.
10/2001 - 9/2002 Gambro BCT Lakewood, CO
Help Desk Specialist
Interacted professionally and effectively with customers, physicians, nurses, te
chnical and administrative staff while supplying quality client services via tel
ephone and email.
Analyzed call flow data utilizing Goldmine help desk tracking application.
Designed, implemented and analyzed the call flow data to refine and optimize the
Support Center Process. Revised field service documentation.
Improved field service performance module. Identified and corrected problems, p
erformed preventative maintenance, and provided advice to assist users.
1/1999 - 9/2001 Belle Bonfils Memorial Blood Center Denver, CO
Apheresis Technician
Registered, interviewed, screened and selected potential volunteer whole blood a
nd apheresis donors, performing all aspects of phlebotomy while delivering excel
lent customer service and ensuring the safety, purity and potency of collected b
lood in a caring, pleasant and disciplined manner.
Drew blood samples, marked and forwarded to laboratory for analysis accompanying
donation.
9/1995 - 1/1999 Body Awareness Lakewood, CO
Principal
Operated a therapeutic massage, health improvement business.
Managed all functional areas of operation, consistently exceeding all delivery g
oals.
Responsible for business management of sole practice including accounting, bookk
eeping, economic tracking, financial forecasting, marketing, public relations, s
trategic planning and implementation.
6/1988 - 12/1992 American Foundation for the Blind New York, NY
Audio Services Manager
Administrative coordination and supervision for all phases of audio recording an
d duplication of Library of Congress Talking Book production.
Project leader in the areas of engineering research and development, acoustic de
sign, digital audio technology, video recording and duplication, quality assuran
ce and archiving. Established departmental strategic direction including polici
es and procedures. Personnel management for a staff of 40 including recruitment
, training, development and performance salary reviews.

EDUCATION
B.A., Montclair State University, Upper Montclair, NJ, 1980
Certified Online Instructor, Learning Resources Network, River Falls, WI, 2007
Certified Phlebotomist, Phlebotomy Learning Center, Denver CO, 1999
National Certified In Therapeutic Massage and Bodywork 1996
Certified Massage Therapist, Colorado School of Healing Arts, Denver, CO, 1995