Michael Hanson
Ferndale,MI
Overview
10
10
years of professional experience
Work History
CoreMotion Fitness QE (CE)
Apple Inc.
Cupertino, CA
01.2023 - 06.2023
- Conducted field and lab data collection to gather necessary design and validation data related to CoreMotion features.
- Worked with developers to test and validate roots.
- Developed and updated test plans for both new and existing projects.
- Submitted radars for bugs and anomalies found in testing.
Health Software QA (CE)
Apple Inc.
Remote, Cupertino, CA
06.2021 - 11.2021
- Worked cross functionally with Health and Research App QA teams to test and resolve software issues for mobile/web applications.
- Performed functional, regression, system integration and user acceptance testing.
- Developed, documented and maintained test plans for multiple projects.
- Participated in daily stand-up meetings to discuss progress made towards project goals.
Health Support Specialist
Apple Inc
08.2020 - Current
- Subject Matter Expert for Apple's regulated and non-regulated health and fitness products.
- Took ownership of mishandled cases to reduce risk and ensure that users receive accurate information regarding regulated health features.
- Worked with engineering to collect software and device logs to aide in investigating emerging issues.
- Worked closely with Post Market Health Team to ensure that regulatory requirements are met.
Mac Tier II Advisor
Apple Inc
09.2015 - 10.2020
- Awarded ACEA by providing high-level support and exceeding the staff type average ranking me in the top 1% of advisors.
- Proactively analyze metrics in GBI in order to make adjustments to performance based on KPIs.
- Acted as a point of escalation for retail stores to assist in resolving complex contractual support agreement issues utilizing SAP.
- Worked with Apple retail store on rotation to help with replacing batteries as part of the Battery Replacement Program.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Researched, documented and gathered logging data for emerging issues.
Network Systems Technician
National Technology Management
Southfield , MI
03.2014 - 08.2015
- Provided IT help desk support for medium to large corporations.
- Gathered and analyzed performance metric data utilizing remote management programs such as Kaseya.
- Configured and managed company issued iPhones.
- Analyzed network packet information and computer OS system data to identify and characterize network problems.
- Worked customer tickets using Connectwise ticketing CRM/Helpdesk programs.
- Helped design, configure VoIP phone systems (up to 200 users - including multiple sites).
- Provide end user support for several different phones systems (Allworx, Evolve, Cisco, Alteva).
- Provided 24/7/365 On site and field support with after hours and on call rotations.
Education
Associate of Applied Science - Information Technology
Macomb College
Warren, MI2014
Timeline
CoreMotion Fitness QE (CE)
Apple Inc.
01.2023 - 06.2023
Health Software QA (CE)
Apple Inc.
06.2021 - 11.2021
Health Support Specialist
Apple Inc
08.2020 - Current
Mac Tier II Advisor
Apple Inc
09.2015 - 10.2020
Network Systems Technician
National Technology Management
03.2014 - 08.2015
Associate of Applied Science - Information Technology
Macomb College