Michael Harvey

IT Technician

Great Wolf Lodge

Jun 2024 - Current (1 year 11 months)

Delivered responsive end-user support through Zendesk, efficiently managing and resolving technical tickets. Guided staff through basic troubleshooting with clarity and professionalism. Maintained office PCs, mobile devices, VPNs, and network infrastructure. Configured systems and deployed Office 365 accounts according to company standards. Set up and supported video conferencing tools including PCs, projectors, and microphones. Installed, repaired, and optimized network hardware and software. Administered Cisco Meraki MDM for 70+ iPhones and iPads, overseeing full lifecycle support.

IT Geek

Eastern Kentucky University

Jul 2023 - Dec 2023 (6 months)

Managed technology equipment and study spaces to support university students' academic needs. Provided technical support for student-owned devices, including diagnostics, virus removal, OS issues, and wireless connectivity troubleshooting. Contributed to the development of a department-wide knowledge base and automated issue tracking system to streamline support operations.

Content Moderator

TikTok

Oct 2022 - Apr 2023 (7 months)

Moderated 1,500–2,500 pieces of user-generated content daily on TikTok, including sensitive and potentially disturbing material, to ensure compliance with community guidelines across video, audio, and text. Collaborated with a moderation team to uphold platform standards, flag violations, and maintain a safe, respectful online environment.

Production QC Associate

Drips

Jan 2021 - Oct 2022 (1 year 10 months)

Conducted and analyzed test data on client-owned domains, contact information, and user-facing content to ensure accuracy and performance. Performed high-volume data entry, inputting both manual and automated test results into Microsoft Excel with precision. Organized and coordinated individual and team projects to streamline workflows and enhance process efficiency. Supported resolution of AI edge cases by identifying anomalies and providing detailed feedback. Assisted in onboarding and training new hires, ensuring a smooth transition and knowledge transfer. Delivered customer support to clients, addressing inquiries and providing solutions in a timely, professional manner.

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