Customer Support & IT Troubleshooting Specialist

Michaela Davenport

+1-207-***-**** • ********@*****.*** • Revere, MA

Summary

Supportive and service-oriented professional with 9+ years of experience delivering high-tier Customer Support and technical troubleshooting. Expert at managing high volumes of inquiries via Email Support, Phone Support, and Live Chat Support to ensure a seamless Customer Experience. Proven track record in Itinerary Management and resolving complex logistical disruptions to maximize customer satisfaction. Work Experience

Condons Flower Shop December 1995 – October 2009

APPLE, REMOTE

• Manager

• Billing and payroll

• Paychex

Technical Support Specialist II January 2010 – May 2019 APPLE, REMOTE

Managed a high volume of complex traveler-style inquiries, utilizing advanced Troubleshooting skills to resolve software and hardware issues remotely.

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Resolved fragmented support issues during active travel preparation, ensuring users maintained connectivity and access to essential digital tools.

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Assisted customers via Live Chat Support and phone, maintaining a consistent focus on high-quality Customer Experience and technical resolution.

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Followed up on critical account disruptions to provide seamless end-to-end support, reducing user frustration and improving retention metrics.

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Assistant manager June 2019 – December 2025

HOMESTEAD RESTAURANT, NORTH CONWAY NH

Managed high-volume capacity of 400 plus guest, opening and closing. Closing paperwork, closing down and all readings through pos systems.

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• Handled Itinerary Management and scheduling employees Assisted in the optimization of CRM Software workflows to track customer lifetime value and improve response times for inquiries.

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Resolved conflict through empathetic communication and adherence to strict service guidelines, ensuring a supportive environment for all guests and employees.

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Education

Bachelor's degree in Psychology January 2015 – May 2020 KAPLAN UNIVERSITY-MAINE CAMPUS, MAINE

Additional Skills

Travel & Virtual Support: Customer Support, Email Support, Live Chat Support, Phone Support, Itinerary Management, Troubleshooting, Customer Experience, Travel Planning, Travel Guidelines Platforms & Systems: CRM Software, GDS Systems, NetSuite CRM, HubSpot, Zoho CRM, Microsoft Dynamics 365, Active Directory management, Google Workspace, OneSite Technical Proficiency: MacOS, iOS, Mobile devices, Windows, Linux, IP Networking, Computer Literacy, Microsoft Office, Zoom

Professional Soft Skills: Crisis Intervention, Conflict Management, Phone etiquette, Time management, Problem-solving, Multilingual, Stakeholder relationship building Certifications

• Driver's License Class D - State of Massachusetts (January 2023)

• Certified Peer Specialist (CPS) (January 2000)

• TIPS (January 2000)

• Property & Casualty License (January 2000)

• Personal Lines License (January 2000)

• Food Handler Certification (January 2000)

• ServSafe (January 2000)

• Certified Property Manager (January 2000)

• Certified Apartment Manager (January 2000)

• Non-CDL Class C (January 2000)

• Insurance Producer License (January 2000)

Languages

• English

Additional Information

Authorized to work in the US for any employer

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