Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

MICHAEL JONES

Raleigh

Summary

IT professional with strong help desk support experience. Foundational skills in managing AWS EC2, Apache servers, and ELB. Proficient in Microsoft Office 365, Mac OS/iOS/Watch OS, and Agile project management. Intermediate experience in programming (Python, C), Git, and game development. Cloud certifications in progress with completion expected in 2025. Demonstrated ability to lead teams, manage inventory, and deliver exceptional customer support.

Overview

5
5
years of professional experience
1
1
Certification

Work History

LOGISTICS ASSISTANT

BIC
12.2023 - Current
  • Managed inventory records using Net Suite, JD Edwards, & Microsoft 365, ensuring accuracy and consistency
  • Conducted cycle counts, identified discrepancies, and implemented corrective actions
  • Operated forklifts to receive, store, and retrieve inventory, optimizing warehouse space
  • Coordinated with suppliers and carriers to schedule shipments using Microsoft Outlook, Teams, and Zoom, improving on-time delivery rates

HELP DESK ANALYST

Apple Inc.
05.2020 - 12.2023
  • Provided Triage Tier 1 help desk support for a busy queue, troubleshooting hardware, software, and network connectivity issues across macOS and iOS devices
  • Diagnosed and resolved Apple ID, iCloud, and device configuration issues, ensuring seamless user experience
  • Achieved a 97% customer satisfaction rate and a 97% resolution rate.
  • Utilized Apple's internal support tools to analyze device logs, perform remote diagnostics, and guide customers through troubleshooting steps

Game Developer

Digital Brilliance Hour
01.2020 - Current
  • Progressed from Teaching Assistant and Jr. Game Developer to Project Manager, leading game development instruction and team collaboration.
  • Taught game structure, mechanics, and coding fundamentals in C and Python, guiding students from concept to completion.
  • Trained students in Git for version control, including branching and merging, and Jira for Agile/SCRUM project management.
  • Managed development of Ogres Mayhem, Escape of the Ages, and Memory Loss, overseeing game design, level creation, and mechanics.
  • Led instruction in graphic design, 2D modeling, and SFX/music creation, helping students develop and optimize game assets.
  • Utilized industry-standard tools, including OpenBOR, GIMP, Sublime Text, and Jira, to streamline development workflows.

Education

Computer Science

NORTH CAROLINA CENTRAL UNIVERSITY

Skills

  • Microsoft Office 365 Suite
  • Cloud & Storage
  • Programming & Scripting
  • Troubleshooting
  • Knowledge Base Utilization
  • Mac OS/iOS/Watch OS
  • Web Server Configuration
  • DevOps Tools
  • Amazon Web Services (AWS)
  • Professional Development
  • Ticketing systems
  • Debugging & Testing
  • Agile Project Management
  • Web Server Configuration
  • Troubleshooting & Monitoring

Certification

  • Microsoft Office Certification, Completed
  • Python Programming Certification, Completed
  • AWS: Cloud Practitioner, In Progress, 2025
  • AWS: Solutions Architect, In Progress, 2025

Timeline

LOGISTICS ASSISTANT

BIC
12.2023 - Current

HELP DESK ANALYST

Apple Inc.
05.2020 - 12.2023

Game Developer

Digital Brilliance Hour
01.2020 - Current
  • Microsoft Office Certification, Completed
  • Python Programming Certification, Completed
  • AWS: Cloud Practitioner, In Progress, 2025
  • AWS: Solutions Architect, In Progress, 2025

Computer Science

NORTH CAROLINA CENTRAL UNIVERSITY
MICHAEL JONES