Information Technology Project

Michael E. Jones

**** ******* ***** ************, ** 27301 *********@*****.*** 336-***-****

QUALIFICATIONS

In depth knowledge and understanding of numerous software packages and operating systems.

Strong organizational, analytical and problem solving skills. Knowledgeable in C, Java and Visual

Basic. Functions effectively and comfortably in a fast- paced environment. Recognized for working

diligently through problems, and provide on the spot assistance. Excellent communication and

presentation capabilities.

TECHNICAL SKILLS

DHS, Microsoft Excel, Microsoft PowerPoint, Microsoft Project, Microsoft Access, Project Management,

TQM, Lotus, Aviva Model 2, Prism, C++, Visual Basic, Java, C Programming, CNC, AACORN, SABRE,

VPN System, System Access Manager, UNIX, PER, NICE, Citrix, AutoCAD, Microstation, Timberline,

Jetnet.

EXPERIENCE

American Airlines, Cary, NC

Technical Support Analyst 2012 – Present

• Deliver service and support to end-users using and operating automated call distribution phone software.

• Perform diagnostics and troubleshooting of system issues, documented help desk resolutions.

• Utilize NICE application and PER program to manage call center metrics, call calibrations and random

sample audits.

• Track and route problems and issues and then document resolutions.

• Responsible for installing connectivity software using VPN, Citrix and Dial-up connections.

• Interact with customers to provide and process information in response to inquiries, concerns, and requests

about the products and services.

• Provide training to clients in the use of the system and applications as related to internet.

TriMed LLC, Durham, NC

Project Coordinator 2010 - 2012

• Managed the implementation of ISO 13485 throughout the organization.

• Assisted project team to conduct impact analysis and scope planning for changes needed to resolve issues.

• Evaluated prototypes, samples and pre-production machines and part failures.

• Managed and modified designs following standard engineering practices to effect improvements and/or

meet customer requirements.

• Performed and documented technical evaluations of returned products.

North Carolina Agricultural & Technical State University, Greensboro, NC

School of Technology (Electronics, Computer and Information Technology)

Instructor 2003 - 2009

• Conducted lectures, administered examinations in classes for online / in class: Project Management,

Electronic Mathematics, Java Programming, C Programming, Visual Basic, Digital Circuits, and Microsoft

Office.

• Managed, planned, and led committee in developing new curriculum and Information Technology program

for the department of Electronics, Computer and Information Technology.

• Developed online classes for new curriculum in Electronics, Computer and Information Technology.

• Managed, planned, coordinated and participated in special events involving university and community

officials.

ITT Technical Institute, High Point, NC

School of Information Technology

Adjunct Instructor 2008 - 2008

• Conducted lectures from approved curriculum and administered examinations in Visual basic

Programming.

• Instructed students in class laboratory for Visual basic programming hands-on exercises.

• Developed daily lesson plans which included instructional aids.

Konica Minolta Manufacturing, Whitsett, NC

Manufacturing Engineer 2002 - 2003

• Managed, planned, coordinated design of new manufacturing process.

• Provided manufacturing support to resolve technical non-conformance issues.

• Performed process troubleshooting for chemicals and raw materials.

• Spearheaded the identification and planning of an automated inventory system.

• Led team with implementing Lean Manufacturing in quality department to reduce time and eliminate

waste. This resulted in a cost saving of $75,000.

Provided testing and analyzing of material to ensure products are within specification.

EDUCATION

Masters of Science in Industrial Technology

North Carolina Agricultural & Technical State University

Bachelor of Science in Construction Management

North Carolina Agricultural & Technical State University

Project Management Certification Exam Prep

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