Jacob Coles Email & Phone Number

• Administer the design, development, and implementation of numerous features for an online social simulation game being developed in Unreal Engine 5 currently in a closed beta (subject to an NDA)
• Assist with the design and development of other games currently contracted to the studio when not working on primary project

San Diego, California, US

• Field incoming service desk calls and tickets in a prompt and courteous manner documenting all pertinent end user information while building a positive rapport and eliciting problem details from both internal and.
• Prioritize and schedule ticket resolution.
• Perform preventative maintenance on all pharmacy PCs, printers, scanners, and ancillary equipment.
• Support and maintain automated processes including conveyor systems, PCs, printers, barcode scanners.
• Using the ticketing system, record, track, and document issue resolution.
• Analyze trends in ticketing software for ways to prevent future problems.

• Responsible for the design and development of multiple small educational games that are to be used for deconstruction and reverse engineering in a classroom setting
• Adhere to a strict deliverable schedule and GDD with weekly check-ins

Richfield, Minnesota, US

• Responsible for the daily operations of the Geek Squad store inside Best Buy
• Recruit, train, develop, and coach Geek Squad agents while driving operational and financial outcomes
• Responsible for driving outcomes related to device turnaround time, keeping re-intake rates down, and maintaining customer satisfaction
• Personally address client issues regarding services provided by Geek Squad on any client device
• Manage labor spending in relation to current workload in order to maintain an efficient and profitable business
• Wrote weekly schedules for all of Geek Squad, approving time off requests and balancing labor budgets as needed – wrote schedule for the entire store when direct manager was unavailable to do so

Richfield, Minnesota, US

• Managing the diagnostic, troubleshooting, and repair of client/customer devices: laptops, towers, tablets, and phones
• Directly responsible for ensuring that the repairs are completed in a timely and satisfactory manner and that the client/customer is contacted when repairs are completed
• Managing the repair queue, making sure devices are worked on in a First-In, First-Out basis with multiple repairs being performed at one time
• When not actively working on repairs, trained other employees on selling of services and provided education to client/customer

Richfield, Minnesota, US

Richfield, Minnesota, US

Richfield, Minnesota, US

Richfield, Minnesota, US

Game Design Bachelor'S, Computer Science

High School Diploma