John Michael Clark
information Technology
Knightdale,NC
Summary
Dynamic IT professional with extensive experience at Apple, Inc., excelling in MacOS/iOS support and network security. Proven track record in enhancing user satisfaction through exceptional customer service and effective troubleshooting. Adept at incident response and compliance, leveraging strong communication skills to mentor peers and drive team success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Apple Support Services Advisor (Level 2)
Apple, Inc.
Raleigh, NC
01.2024 - Current
- Resolved advanced level 2 iOS, MacOS, MMS, and Apple ID-related security issues.
- Diagnosed kernel panics, app crashes, and authentication failures using diagnostic tools.
- Guided users in setting up encryption, two-factor authentication, and password recovery.
- Applied device hardening techniques and implemented account protection protocols.
- Developed knowledge base documentation for common troubleshooting steps and escalated unresolved tickets.
Fry Cook
Islays Southern Kitchen
Raleigh, North Carolina
07.2022 - 01.2024
- Prepared and cooked a variety of menu items to order.
- Maintained cleanliness and organization of kitchen workstations.
- Collaborated with team members to ensure timely meal service.
- Followed health and safety regulations for food preparation consistently.
Tier 1 Help Desk Technician
TEKsystems
Remote
07.2022 - 10.2022
- Provided first-level technical support for enterprise environments via phone and remote desktop tools.
- Handled LAN/WAN issues, DNS/DHCP conflicts, and connectivity troubleshooting.
- Managed Active Directory objects: user account creation, group policies, and access control.
- Supported VPN setup, multi-factor authentication (MFA), and endpoint protection tools.
- Logged and tracked issues using ITSM tools and followed escalation protocols.
Sous Chef
Compass Group USA
Charlotte, NC
12.2016 - 09.2020
- Supervised kitchen operations and team management, ensuring efficient high-volume food service.
- Increased catering revenue by 25% through innovative strategies and operational enhancements.
- Applied data tracking and analytics using restaurant POS systems and MS Office tools.
- Recognized for exceptional leadership and crisis management during peak service times.
- Trained new kitchen staff to uphold quality standards and streamline processes.
- Oversaw employee scheduling to optimize coverage and minimize labor waste.
Education
Bachelor of Science - Cyber & Information Security Technology
ECPI University
Raleigh, NC08.2023
Associate of Arts - Le Cordon Bleu Culinary Arts
Western Culinary Institute Le Cordon Bleu
Portland, OR08-2003
Skills
- Network & Endpoint Security
- MacOS/iOS Support & Device Management
- Active Directory
- MFA
- VPN Configuration
- Cloud Platforms
- ICloud
- Google Workspace
- System Diagnostics
- Log Analysis
- Incident Response
- Troubleshooting
- Ticketing Systems
- ServiceNow
- Jira
- Scripting
- Automation
- Bash
- Python
- Security Best Practices
- Compliance
- Vulnerability Management
- Exceptional Customer Service
- Empathy
- Strong Written Communication
- Strong Verbal Communication
- Mentorship
- Peer Collaboration
- Adaptable in Fast-Paced Environments
- Time Management
- Task Prioritization
- Conflict Resolution
- Critical Thinking
Certification
- Apple Certified Support Professional Coursera
- CompTIA Security+ (In Progress)
- Introduction to Data Science in Python - Coursera (In Progress)
Hobbies and Interests
- AI & Machine Learning Applications in Cybersecurity
- BBQ Smoking & Culinary Innovation
Leadership And Volunteerism
- Former President, ISSA Student Chapter - ECPI University
- Volunteer, Operation BBQ Relief
- Licensed Foster Parent
Core Competencies
Network & Endpoint Security, macOS/iOS Support & Device Management, Active Directory, MFA, VPN Configuration, Cloud Platforms: iCloud, Google Workspace, System Diagnostics, Log Analysis, Incident Response & Troubleshooting, Ticketing Systems (ServiceNow, Jira), Scripting & Automation (Bash, Python - beginner), Security Best Practices & Compliance, Vulnerability Management, Exceptional Customer Service & Empathy, Strong Written and Verbal Communication, Mentorship & Peer Collaboration, Adaptable in Fast-Paced Environments, Time Management & Task Prioritization, Conflict Resolution & Critical Thinking
Affiliations
- Certified NC Foster Parent
- Volunteer for RAL1 Diaper wrapping
- Volunteer for Operation BBQ Relief"Natural Disaster relief"
- BBQ Pit Master
- Love growing plants and vegetables
- Avid auto mechanic
Accomplishments
- Information Systems Security Association Chapter president at ECPI Campus 2023
- Graduated Cum Laude from East Coast Poly Institute
- Certified Culinary Professional in French Cuisine
Timeline
Apple Support Services Advisor (Level 2)
Apple, Inc.
01.2024 - Current
Fry Cook
Islays Southern Kitchen
07.2022 - 01.2024
Tier 1 Help Desk Technician
TEKsystems
07.2022 - 10.2022
Sous Chef
Compass Group USA
12.2016 - 09.2020
Bachelor of Science - Cyber & Information Security Technology
ECPI University
Associate of Arts - Le Cordon Bleu Culinary Arts
Western Culinary Institute Le Cordon Bleu
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