Customer Support & Technical Troubleshooting Specialist

Corey Baumann

** ******* **, *********, ** • 401-***-**** • ************@**.*** • linkedin.com/in/coreybaumann Customer-focused support professional with nearly 20 years of experience delivering high-quality service across B2B SaaS and retail technology environments. Skilled at training and mentoring new hires, guiding customers and colleagues through complex technical concepts in clear, approachable terms, and building the documentation and processes that help teams ramp up quickly. Proven record of improving satisfaction scores, strengthening cross-department collaboration, and resolving complex technical issues. Windows/Mac troubleshooting, file sharing, system migrations, MDM (Jamf – basic/familiar) WORK EXPERIENCE

SQUIRE 04/2022 - 11/2025

Customer Support

• • Promote a collaborative environment across departments, leading to improved customer loyalty and retention through effective problem-solving.

• Managed customer inquiries via chat, email, and phone, employing a cloud-based software delivery model.

• Experience includes working with B2B SaaS clients, troubleshooting issues (desktop, Android, iOS, iPad OS). guiding implementations, and ensuring a smooth customer experience.

• Utilized Salesforce CRM software to effectively address customer concerns and implement revenue retention strategies.

• Collaborated with our Onboarding and Customer Success teams utilizing Jira, Slack, Zoom, and Google Meet: to address emerging issues and ensure that a resolution is provided.

• Enhanced customer satisfaction scores by a remarkable 92% within a six-month period through the implementation of effective communication strategies and the systematic documentation of customer interactions across various communication channels. Apple 09/2006 - 04/2022

Genius & Family Room Specialist

• Provide hardware/software support for customers, concerning all Apple products.

• Utilize advanced problem-solving skills, while being empathetic throughout, to determine the most effective on-the-spot solution for any technical issue presented. Technical conversations typically range from providing basic how-to instructions to manually resolving Mac-based operating system, network, and third-party application/phishing-related problems.

• Resolve or repair Mac/iPhone hardware issues within the same day for iPhones and 1-3 days for Mac repairs.

• Hands-on experience supporting Windows and Mac environments in tandem, including: Troubleshooting compatibility issues and feature discrepancies between operating systems Configuring and managing file sharing across Windows and Mac networks Executing data and system migrations between platforms with minimal downtime/data loss Watch OS Performance QA • Internship

• Feature Engineering

• Design, implement, and ship new features for Widgets, Live Activities, and Controls on watchOS.

• Craft clear, well-documented Swift and SwiftUI APIs that empower third-party developers to build great experiences on Apple Watch.

• Collaborate with engineers, designers, and product partners across Apple to define feature requirements and deliver cohesive, cross-platform solutions.

• Profile and optimize code for the performance and power constraints unique to Apple Watch. Improve and maintain existing systems, balancing reliability with the pace of new feature development.

• Participate in code reviews, design discussions, and architectural decisions that shape the direction of watchOS.

• Advocate for the unique needs and opportunities of the Apple Watch platform in cross-functional forums.

Performance Quality & Regression Testing

• Focus on the performance quality of watchOS, with particular emphasis on regression testing.

• Coordinate technical failure analysis to support root cause investigations.

• Design and implement test plans and test cases.

Execute automated test scripts and analyze results, complemented by focused, creative manual testing.

Conduct risk analysis, cross-functional testing coordination, and integration testing across the system.

• Analyze test data and produce weekly performance summary reports; identify opportunities to enhance the quality of future releases.

• Maintain a qualitative, high-level understanding of your areas of responsibility. Tools & Collaboration

• Work regularly with Confluence for documentation and coordination.

• Use Python, test scripts, and the PPT (Pre/Post Testing) framework for testing.

• Maintain fluid daily communication with teammates to ensure top-quality delivery with each OS update.

AppleCare Advisor

Troubleshoot customer issues via phone during the COVID-19 pandemic.

• Handle incoming support requests (calls, chats, sometimes email)

• Troubleshoot iOS issues

• Device setup

• Connectivity (Wi-Fi, Bluetooth)

• Apple ID & iCloud problems

• Apps not working properly

• Guide customers step-by-step through solutions

• Document cases clearly in Apple’s systems

• Escalate complex issues when needed

Inventory Specialist

• Stock management: Receive shipments, unpack products, and organize inventory in the stockroom. Inventory accuracy: Tracked products using SAP to ensure counts are correct. Product flow: Move devices (like iPhones, iPads, Macs) from stockroom to sales floor efficiently. Audits & checks: Regularly verify inventory to prevent discrepancies or loss. Support the sales/support teams: Make sure that all specialists always have what they need for customers.

Sales Specialist Providence, RI

• Welcome customers with a friendly greeting and get them excited about their shopping experience!

• Ask thoughtful questions to really understand what they’re looking for—not just “what do you want?” but

“what are you trying to achieve?”

• Suggest products like Macs, Apple TVs, iPods, and iPads that might be perfect for their lifestyle and needs.

• Show them the products in action so they can see how they work.

• Help them through the purchase process and set up their devices so they’re ready to go! EDUCATION

Associates Degree in Business Administration and Management Community College of Rhode Island Warwick, RI

CERTIFICATIONS

Apple Certified Macintosh Technician 11/2015 - Present Apple

AWARDS & SCHOLARSHIPS

Outstanding Support of Core Values 01/2023

SQUIRE

SKILLS

Certifications, Chat Support and technical troubleshooting, Collaboration, Communication, Confidentiality, Confluence, CRM Ticketing System, Cross-Platform Troubleshooting, Customer Service, Customer Support, Data Analysis, Documentation, Email Communication, Empathy, Hardware Support, Hubspot, Inventory Management, Jira, MacOS, Microsoft Windows, Network Troubleshooting, Onboarding Clients, Phone Communication, PPT Framework Testing, Problem-Solving, Python, Quality Assurance, Regression Testing, Relationship Building, Reporting, Sales, Salesforce, Software Support, SQUIRE Commander App, Technical Knowledge, Technical Troubleshooting, Test Scripts

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