Keyanna Davenport

Senior technical support and customer operations professional with 4+ years of remote experience supporting Apple customers across macOS and iOS environments. Skilled in advanced troubleshooting, hardware and software diagnostics, technical escalation management, fraud investigation support, payment dispute review, identity verification, case documentation, and customer education. Proven ability to resolve complex issues, protect account security, collect technical logs for engineering teams, and maintain quality, productivity, and customer satisfaction standards in high-volume remote environments.

Senior Technical Support Advisor / Fraud Investigation Support (macOS) - Apple via Kelly Services - Remote

(2022-05 - 2025-08)

• Resolved complex, escalated macOS technical issues through advanced troubleshooting, technical diagnostics, and root-cause analysis.
• Collected, analyzed, and documented system logs for engineering teams to support defect research, product improvements, and case resolution.
• Partnered with Tier 1 advisors and cross-functional teams to resolve high-priority customer cases efficiently.
• Investigated suspected fraudulent account activity and payment disputes while following security, privacy, and compliance requirements.
• Verified customer identities and educated users on password security, two-factor authentication, phishing prevention, and account protection.

Senior Technical Support Advisor (iOS) - Apple via Kelly Services - Remote

(2021-06 - 2022-05)

• Resolved advanced iOS technical issues escalated from Tier 1 support teams.
• Performed hardware and software diagnostics across iPhone, iPad, Apple ID, iCloud, and related device services.
• Guided customers through step-by-step solutions while combining technical expertise with empathetic communication.
• Documented technical findings, troubleshooting actions, and final resolutions within internal case-management systems.

Tier 1 Technical Support Advisor (Mac & iOS) - Apple via Kelly Services - Remote

(2020-10 - 2021-06)

• Delivered first-level support for macOS and iOS customers through phone, chat, and email channels.
• Diagnosed hardware, software, device-setup, Apple ID, and iCloud concerns using remote troubleshooting methods.
• Documented customer interactions, technical findings, and resolutions accurately in internal systems.
• Escalated unresolved issues according to established support procedures.

Office Operations Supervisor - United States Census Bureau - Chicago, IL

(2009-07 - 2010-02)

• Supervised daily office operations and supported a team of administrative employees.
• Trained staff on organizational procedures, policies, and internal systems.
• Managed payroll processing and maintained accurate operational and administrative records.

Technical Support / Administrative Support - United States Census Bureau - Chicago, IL

(2008-06 - 2009-07)

• Provided technical and administrative support to staff across multiple departments.
• Processed onboarding documents and maintained confidential personnel records.
• Completed data entry, reporting, document management, and file-maintenance tasks.