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
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