Customer Support & Technical Account Specialist

Michael Schramm

Mesa, Arizona 480-***-**** ********.***@*****.*** LinkedIn

Summary

Customer service professional with extensive experience delivering empathetic support to online clients via phone, email, and chat. Skilled in resolving inquiries, confirming information, and scheduling virtual appointments to enhance customer satisfaction. Adept at training users on self-service features and managing tasks independently from a remote environment. Strong organizational skills, attention to detail, and problem-solving abilities.

Skills

• Infrastructure & Cloud: Linux, Amazon Web Services, Apache, IIS (minimal), DNS, SSL, Mail Servers, MySQL

• Tools & Collaboration: LiveEngage, ServiceNow, JIRA, Confluence Software, GitHub, Slack Software, WordPress

• Customer Service & Support: Help Desk, Customer Support, Virtual Customer Assistance, Appointment Scheduling, Data Entry

• Additional Skills: Python Programming

PROFESSIONAL EXPERIENCE

Paychex.com Oct 2023 - Jun 2026

Payroll Specialist Phoenix, AZ

Provided empathetic help desk support to online clients using web-based products via phone and email, applying knowledge of internet applications to resolve issues and improve client satisfaction.

• Responded to client inquiries via phone and email with empathy and professionalism, ensuring clear communication and high satisfaction.

• Conducted virtual webinars and one-on-one sessions to guide clients through self-service features and appointment scheduling, boosting user adoption.

• Performed accurate data entry for payroll setup and updates, managed new-hire configurations, and resolved billing issues to guarantee timely processing.

GoDaddy.com Aug 2007 - Jul 2023

Technical Account Manager II Scottsdale, AZ

Progressed from entry-level to senior technical and leadership positions, demonstrating adaptability, deepening technical expertise, and a commitment to customer success.

• Provided customer support over phone, chat, and email, resolving inquiries promptly and maintaining high satisfaction levels.

• Delivered virtual customer assistance by troubleshooting account issues and coordinating follow-up appointments to ensure continuous support.

• Developed and presented training materials to internal teams and clients, enhancing self-service adoption and reducing support requests.

• Investigated and resolved policy violations and security concerns to uphold compliance and trust in the hosting environment.

• Managed administrative tasks including data entry and internal ticket submissions, ensuring organized records and efficient follow-up.

AST Trust Jan 2003 - Dec 2005

Junior Accounting Specialist Phoenix, AZ

Showcased exceptional adaptability and successfully transitioned from a temporary position with no prior experience to the accounting department, demonstrating a strong ability to quickly learn and thrive in new environments.

• Demonstrated excellence in handling incoming payments to 401k and trust accounts, ensuring accurate and timely processing.

• Successfully managed outgoing checks daily, maintaining financial accuracy and adherence to established procedures.

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