THOMAS Davenport
1912 Wilderness Rd., Lancaster,PA
Summary
Offering many years of progressive experience in owning web-based projects from concept and design through testing, implementation and client updates. Diligent about producing exceptionally clean, strong and secure code. Successful at achieving browser, device and operating system compatibility objectives while satisfying client desires and producing robust, sophisticated designs.
Overview
22
22
years of professional experience
Work History
Technical Support Specialist
Fell Marine, Inc.
Venice, FL
08.2021 - 12.2024
- Delivered multi-channel technical support to customers, ensuring quick resolution and satisfaction
- Led investigation and integration of Aircall VOIP system to improve communication efficiency for support and dealer interactions.
- Managed reseller database and coordinated with distributors for product availability
- Provided training to Norwegian staff, enhancing their product knowledge and support capabilities
- Represented the brand at trade shows, increasing visibility and customer engagement
- Developed written troubleshooting materials and FAQs for customer self-service support
Technical Support Representative II
Crutchfield Corp.
Charlottesville, VA
06.2020 - 08.2021
- Responded to customer inquiries regarding car audio installation via phone and email, maintaining a 4.9-star customer rating.
- Identified and resolved database errors, improving system accuracy and performance.
- Achieved early promotion to Level II support due to outstanding leadership in technical troubleshooting and customer service excellence.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
Owner / Web Developer /Social Media Content Creator
Davenport eCommerce
Charlottesville, VA
09.2013 - 06.2020
- Directed e-commerce operations, leading to enhanced web store design, marketing efficiency, and improved customer relations.
- Developed custom databases to integrate vendor data, and optimized order management processes.
- Utilized HTML, CSS, PHP, and MySQL to create dynamic, responsive websites for clients.
- Managed projects for modernizing websites and creating unique retail brands.
- Developed secure online registration and payment systems for non-profit events.
- Identified new opportunities for growth, expansion, and diversification.
- Promoted business on social media platforms to maximize brand identity and generate revenue.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Business Analyst III
RR Donnelly
Lancaster, PA
03.2011 - 09.2013
- Integrating client data for in-house platforms, improving data accuracy, and reporting efficiency.
- I wrote and ran custom reports using SSRS and Crystal Reports for internal and external stakeholders.
- Led client mailing projects and provided technical support for data integration and billing.
- Developed processes for batch assignment using MS SQL and SSRS to improve workflow.
- Provided technical support for existing reports, dashboards or other tools.
- Managed diverse projects for data capture, storage and forecast analysis.
- Created, analyzed, and validated detailed functional specifications.
Director of IT / Web Developer
Centralized Strategic Placements
Washington, DC
09.2009 - 03.2011
- Managed the design and development of government and military online shopping platforms.
- Spearheaded the migration of the online shopping site to a new hosting provider, improving platform performance and reliability.
- Achieved early PCI compliance ahead of schedule and under budget, ensuring secure online transactions.
- Integrated data systems for 30+ major retailers, enhancing the shopping experience for government clients.
- Monitored system performance to identify potential problems before they occur.
- Developed project metrics to follow system build-out progress.
- Coordinated activities with external vendors providing outsourced services.
- Maintained, monitored, and upgraded existing systems to ensure optimal performance.
Software Engineer
Cargas Systems Inc.
Lancaster, PA
12.2007 - 07.2009
- Designed and maintained web-based financial systems for clients in the liquid fuels industry.
- Developed custom data integration solutions for Microsoft Dynamics GP, improving migration efficiency.
- Created SSRS reports and custom applications for client financial tracking and inventory management.
- Identified opportunities for process improvements to decrease in support calls.
- Utilized version control tools to manage source codes across multiple projects.
- Analyzed user requirements to develop software solutions and created technical specifications.
- Designed databases to store application data using SQL Server technologies.
- Participated in regular meetings with stakeholders to discuss project progress, changes, challenges.
- Employed integrated development environments (IDEs).
CSR I (IT Support)
County of Lancaster / IT Department
Lancaster, PA
01.2005 - 11.2007
- Provided technical support to judicial and court-related departments, enhancing system reliability and user satisfaction.
- Managed the deployment of over 200 leased PCs, ensuring seamless technology adoption.
- Assisted in the development and maintenance of county websites, and provided training on Microsoft Office.
- Led technical project management initiatives for county IT implementations.
- Handled customer inquiries and complaints in a timely manner.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Developed strong customer relationships.
- Followed up with customers to ensure their satisfaction.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Technical Support Analyst / Trainer / Web Designer
Fisher Scientific
Indiana, PA
08.2002 - 12.2004
- Provided helpdesk support and network maintenance, improving system uptime and user satisfaction.
- Developed a help desk tracking database to streamline issue resolution and increase operational efficiency.
- Facilitated training courses for users, improving system proficiency, and reducing technical support tickets.
- Led a project to retrofit manufacturing equipment for remote programming, saving time and reducing costs.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Developed and maintained strong relations with customers to meet quality expectations.
- Deployed new versions of existing applications while ensuring compatibility with existing infrastructure.
Education
Some College (No Degree) - Interdisciplinary Studies / Business
University of Virginia
Charlottesville, VAOnline
Skills
- E-Commerce Planning
- Content Design and Execution
- Brand Visibility Enhancement
- Digital Marketing Strategy
- SEO
- Email Marketing Campaigns
- Analytics
- Frontend and Backend Development
- HTML
- CSS
- PHP
- MySQL
- CMS
- Database Management
- CRM
- Support Platforms
- Collaboration
- Training
- Development
- Vendor Relations
- Client Relations
- Problem solving
- Server maintenance
- Remote desktop services and support
- Hardware upgrades
- Troubleshooting and diagnosing
- Remote diagnostics
- Desktop component repair
- Technical troubleshooting
- Leadership
- Strategic Planning
- Team Building
- Decision Making
- Project Management
Leadership Experience
Scouting America, Scoutmaster, Assistant Scoutmaster, Merit Badge Counselor, Knights of Columbus, Recording Secretary, Financial Secretary, Treasurer, Deputy Grand Knight, Columbus Association (private club), Treasurer, Vice-President, President, Worked as public relations chair for several local political campaigns., Ran myself unendorsed for local political position for which I received 10% of the vote.
Communication Skills
I have a history of being able to take complex technical concepts and break them down so that less technical staff can understand. My customer service work has honed my communication skills by helping customers with technical tasks without seeing what they are seeing.
Affiliations
- Knights of Columbus - Financial Secretary
- Columbus Association - President, Financial Secretary
- Scouting America - Eagle Scout, Scoutmaster
- PACEM Homeless Shelter - Volunteer
References
References available upon request.
Timeline
Technical Support Specialist
Fell Marine, Inc.
08.2021 - 12.2024
Technical Support Representative II
Crutchfield Corp.
06.2020 - 08.2021
Owner / Web Developer /Social Media Content Creator
Davenport eCommerce
09.2013 - 06.2020
Business Analyst III
RR Donnelly
03.2011 - 09.2013
Director of IT / Web Developer
Centralized Strategic Placements
09.2009 - 03.2011
Software Engineer
Cargas Systems Inc.
12.2007 - 07.2009
CSR I (IT Support)
County of Lancaster / IT Department
01.2005 - 11.2007
Technical Support Analyst / Trainer / Web Designer
Fisher Scientific
08.2002 - 12.2004
Some College (No Degree) - Interdisciplinary Studies / Business
University of Virginia
Online
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