Customer Service Technical Support

Michael Cinicola ***************@*****.*** ● 850-***-**** ● LinkedIn: https://www.linkedin.com/in/michael-cinicola/ ● Milton, FL 32571

Professional Summary

Results-driven professional with expertise in user-centric design, technical support, and cross- functional collaboration. Skilled in improving digital experiences and workflows across tech, life sciences, and healthcare. Proficient in UX design, prototyping, troubleshooting, and tools like Salesforce, Zendesk, JIRA, Adobe Creative Suite, Google Workspace and HTML/CSS.

Areas of Expertise & Technical Proficiencies

• User Experience Design (Research, Wireframing, Prototyping)

• Technical & Customer Support (Troubleshooting, Knowledge Base, Team Collaboration)

• Design Tools & Coding (Adobe, Affinity, HTML/CSS, Bootstrap, .edn)

• SaaS Platforms (Salesforce, Zendesk, JIRA, Twilio)

• Collaboration Tools (Slack, Google Meet, Notion, GitHub)

• Content Creation (Video Production, Marketing, Graphic Design)

Professional Experience

Vodori – Remote

Technical Support Associate

October 2024 – Present

Supporting software configurations for life sciences clients, acting as a liaison between customer support and technical teams. Leveraging Zendesk, JIRA, and EDN coding knowledge to resolve issues and streamline workflows.

• Managing incoming support requests via Zendesk, converting client feedback into actionable JIRA tickets, improving clarity and resolution speed.

• Applying EDN coding to execute configurations and troubleshoot technical tasks, reducing reliance on engineering and accelerating project timelines.

• Collaborated cross-functionally to optimize support processes, reducing resolution time and increasing customer satisfaction.

• Developed internal documentation to standardize workflows, supporting onboarding and consistency across teams.

Apple – Remote

Senior Technical Support Specialist & UX Designer

2012 – 2023

Held multiple roles over an 11-year tenure, advancing from technical support to UX design. Supported product users and internal teams by merging technical insight with user experience expertise.

• Provided expert support for 25,000+ customers across Apple products and services, troubleshooting hardware, software, and user issues, while documenting solutions to improve future resolutions.

• Led UX research and redesigns for internal apps, improving workflows for 30,000+ users and enhancing operational efficiency. Developed wireframes, prototypes, and marketing assets, improving user engagement and tool adoption.

• Mentored and trained junior support specialists, fostering a collaborative learning environment and elevating team performance.

• Spearheaded redesigns for internal DEI web pages and career development platforms, increasing engagement and enhancing visibility for Apple’s diversity initiatives.

• Partnered with Apple's Racial Equity and Justice Initiative to update branding for the Apple Impact Accelerator, improving its online presence and outreach.

• Achieved a 92% increase in traffic and retention for an internal operations site through strategic UX improvements and content optimization.

Modernizing Medicine – Remote

Customer Support Specialist

2023 – 2024

Contracted to provide technical and customer support to healthcare practices and patients using Modernizing Medicine's messaging platform Klara. Utilized Salesforce and Slack for cross-functional support and documentation.

• Handled over 2,000 tickets and 1,200+ live chat sessions in the first year, resolving issues with efficiency and empathy.

• Documented feature requests and case notes that supported product roadmap planning and engineering workflows.

• Maintained a robust knowledge base, reducing direct support interactions and enabling customer self-service.

• Troubleshot integrations with Mandrill (Mailchimp) and Twilio to ensure reliable communications via email, SMS, and calls.

• Facilitated team collaboration through Google Meet and Slack, ensuring cohesive support strategies.

Pensacola News Journal (Gannett) – On-site

Graphic Designer

2007 – 2012

Developed print and digital marketing materials for advertising campaigns using Adobe Creative Suite. Collaborated with editorial and digital teams to meet client goals and uphold brand standards.

• Designed high-impact visuals for both print (64,000 daily copies) and digital (250,000+ daily page views) publications.

• Coordinated creative placement and campaign execution across platforms, supporting sales and advertising goals.

• Recognized as a Mission Critical Employee for maintaining essential operations during natural disasters.

• Earned two Publisher’s Awards for exceptional quality and detail in graphic production. Honors & Awards

• AppleCare Excellence Award (2023) – For exceptional customer satisfaction (CSAT scores)

• Publisher’s Awards (2x) – Graphic design quality and consistency

Contact this candidate