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Technical Support Manager Resume Samples
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0-5 years of experience
Responsible for managing operational support to the call centers through cross-functional and global partnerships, enabling the business to scale while improving key performance indicators impacting their efficiencies and improving overall customer experience. Defined both long-term strategies and short-term/immediate workforce needs. Researched, recommended and implemented call center technology and process improvements to reduce overall costs.
- Recognized and awarded for spearheading new telephone system integration throughout organization.
- Improved customer support efficiency 12% by streamlining team support activities and standardizing responses to common questions and problems.
- Focus on team member development, training, coaching and evaluation resulted in achieving customer satisfaction ratings well over 90% each year.
- Appointed Operations Manager for Enterprise Support Services and handpicked by executive management as emergency contact based on calm demeanor, problem solving capabilities, and proven ability to handle stressful situations.
- Oversaw training, development, scheduling, and performance management for 192 technicians.
6-10 years of experience
- Manage the Level 2 Swing and Night Shifts located in San Jose, Colorado and Minnesota
- Took a disparate team with a time to resolution at 30% above the division average and reduced it to under 10%
- Developed process within the team to improve communication and instilled a team mentality versus a support center island mentality reducing case turnover by 25%.
- Implemented an “Employee Take Action” initiative where the individual contributors identified issues in their environment and then took steps to remedy them and were successful in improving response on Sev-1 cases.
- Cultivated relationships with the Level 3 team that improved communication and overall response time to Level 2.
0-5 years of experience
Responsible for over 800 franchisees throughout United States, Canada, Mexico and Caribbean.
- Diligently supervised customer service initiatives, collaborated with cross-functional teams & vendors and developed application monitoring tools to improve proficiency.
- Successfully boosted store profits by 35% through process improvements and employment of new technical documentation.
- Continually researched and developed considered recommendations for acquisition of new technologies, leading to current array of standardized tools.
- Knowledgeably researched, evaluated and analyzed industry trends, culminating in recommendations to Purchasing Department regarding extension of product lines.
- Enforced stringent quality control standards and ensured attainment of all product development lifecycle milestones.
- Drafted technical letters, tips for franchisees, webinars and surveys, in addition to training curriculum for 350 international franchisees.
0-5 years of experience
Built out support center operations in Austin, TX from the ground up to thirty full time support specialists in support of [company name]’s SaaS Cloud Based Email and Web Security products.
- Hired, trained and developed highly effective customer support team that consistently exceeded 97% customer satisfaction ratings
- Reviewed performance of team and conducted 1:1 coaching with team leads and front-line employees. Monitored individual performance, and delivered timely and constructive feedback to team members
- Due to international market adoption and team’s success my responsibility was expanded to cover global management of the entire 40 member global technical support team
- Developed Key Performance Indicators (KPI) to define and measure progress toward organizational goals(CSAT, Response Time, Resolution Time, Average handle Time)
- Handled customer escalations quickly and effectively around the globe from large enterprise customers including Director and C-level executives; leading to high customer retention(over 97%)
- Worked closely with our partners and resellers to ensure their service delivery met our high standards of support excellence
0-5 years of experience
Oversaw supervision and development of 22 technical support engineers focused on supporting Windows and Linux-based video recording solutions. Implemented and evaluated staff training / certification programs and customer service technical audits, and established performance measurement criteria. Recruited, interviewed, and hired employees. Acted as a liaison with other departments.
- Ensured service level agreements were met by managing technical support related operations.
- Identified and resolved business system problems utilizing continuous process improvement activities.
- Managed local and remote technical support labs, ensuring full utilization of support capabilities.
- Saved company $500K by developing and implementing call recording program utilizing a cost effective recording solution.
- Achieved 25% increase in first-call resolutions by establishing internal training for product certification program designed to improve technical competencies of technicians.
- Increased daily customer contact 10% in first quarter by shaping development and establishment of an online chat technical support program.
- Improved efficiencies 50% by revising case management procedures and training employees on revisions.
- Managed escalated customer complaints through resolution utilizing cross-functional and global resources as required.
0-5 years of experience
Managed a team of Technical Customer Support for their proprietary application, DataDirector.
- Have supported and audited the implementation of a new ticketing system, Nimsoft.
- Brought the team from a 14% abandon rate with phone calls to an average of 2.3%, accomplishing a 0% abandon rate multiple times within the first year.
- Implemented a documented training course for new hires.
- Completed an SOP/training manual.
- Worked with the team to educate them in proper phone and e-mail etiquette.
- Liaison between Development, Product Management and Sales to identify and correct customer issues.
0-5 years of experience
Promoted to become Manager of 7 support engineers within SilverStream total 18-20 support Engineers.
- Managed team of seven support engineers.
- Provided technical mentoring, problem resolution when difficult customers engagements where needed.
- Conducted weekly technical updates on back log cases involving the team.
- Involved on daily management core, reviews, and training.
6-10 years of experience
Supervised technical support team of eight associates at world headquarters of [company name], a tier-one automotive supplier with over $13 billion a year in sales.
- Monitored ticket queues and handled user ticket escalation to ensure that corporate SLAs were met.
- Assisted with daily support of user functions including software, hardware, network, and active directory account issues.
- Built, deployed and maintained laptops, desktops, and servers to Lear standards.
- Developed corporate policies and procedures for implementation and usage of corporate technology assets. Ensured users adhered to these technology guidelines.
- Planned, directed, and implemented various projects at the world HQ campus including Y2K remediation, server and desktop hardware refreshes, and home wireless network setup for top executives.
- Exclusively provided personal technology support to Lear executives including CEO, President, Senior Vice Presidents, and Chief Financial Officer.
6-10 years of experience
Managed a staff of 6 Service Desk technicians supporting over 1400 desktops in 57 remote offices. Managed all asset management functions. Designed and taught an introductory computer orientation training class for new employees. Created and managed user accounts and mailboxes using Active Directory and Exchange Management Console. Provided Senior and C-level support. Conducted all performance evaluations, hiring, and training, evaluating and mentoring of service desk staff. Mentored technology interns from local high school.
- Increased the number of first-call resolutions and reduced the number of follow-up incidents 30% in the first 6 months.
- Planned and coordinated 4 separate Windows XP/Vista/7 desktop rollouts averaging over 400 workstations each to users in multiple remote offices.
- Planned and coordinated installation of SysAid ITIL-based Service Desk Management software to replace in-house developed application.
- Created and managed network shares, security groups, distribution lists, folders and associated permissions.
- Purchasing, procurement and vendor management.
- Administer and support Blackberries, iPhones and Android devices.
- Coordinated special projects for outside departments.
6-10 years of experience
Managed Tech Support Team of 12 Techs. Managerial duties include; team coaching/leadership, point of escalation, ticket resolution, team schedule, project coordination, meet/report to IT Management Team, time cards/employees relations.
- Provided dental hardware and software support to 8K+ employees including dentists, support office employees, and executive team in wide geographical locations.
- Worked with internal IT team and vendors such as XO Communications, Young Systems, BlueWave Micro to expand the company from 50 to 400 offices/clinics.
- Implemented and managed projects such as digital xray hardware upgrade, conversion of chartless system (paperless records), WinXP to Win7 hardware upgrade (4K units), New Clinic Start-Ups (Denovos).
- Maintained dental office’s server database and backups.
- Assisted vendors with proprietary software restoration and backups.
0-5 years of experience
Developed and implemented strategic marketing objectives. Senior staff member and active contributor in corporate strategic planning and board meetings.
- Developed a comprehensive strategic marketing plan recommending a paradigm shift from a strict technology-based to a market-driven approach.
- Introduced a new data acquisition platform that contributed $700K in new revenue within the first 6 weeks.
- Revitalized a stagnating product by establishing strong reference centers, creating new applications support materials, and introducing in-house training expertise.
- Upgraded the corporate website from a prospect brochure-ware site to a resource center for both customers and prospects.
- Drove establishment of a new Information Technology Strategic Planning Committee to initiate corporate strategic IT / IS requirements process.
- Updated the customer feedback process to reduce field force data entry time. Automated requirements and complaint reporting. Doubled the annual feedback level while increasing the value of the information to key functional areas.
0-5 years of experience
Prepare daily, weekly and monthly activity reports to track individual and group performance in the following areas; time management, policy and procedure adherence, quality assurance, employee development, employee discipline as well as ensure consistent, accurate and timely documentation of employee records. Work with management team to complete written performance evaluations on team members. Provide daily direction and communication to employees relating to the daily objectives. Lead and develop team members by setting expectation, regularly reviewing work performance and providing development opportunities. Enforces performance standards and holds employees accountable for providing solid performance levels that meet or exceed expectations along with attendance tracking of team members. Use appropriate judgment in communication regarding department or employee concerns.
- Managed a team of five support engineers.
- Processed and average of 200 inbound and outbound calls per day in SAP CRM.
- Implemented processes and procedures to streamline productivity.
- Streamlined RMA department for faster turnaround time of repaired product to customers.
- Interviewed and hired new personnel.
6-10 years of experience
Managed teams of 12 -15 highly skilled Technical Support professionals
- Performed staffing and scheduling 24x7x365 Operation duties
- Designed Excel call Tracking Reports for distribution to senior management and colleagues
- Implemented and managed the distribution process to upper management
- Design and Implement Methods & Procedures for the Support Department
- Moved Services from a Cost Center to a Profit Center – maintaining 40% profit margin
- Streamlined processes resulting in greater efficiencies for 24×7 Support & Phone Services
0-5 years of experience
Managed 4 operations in-house and overseas with over 250 agents/technicians and coordinated the workflow to maximize the productivity, quality and success of the Technical Support call center.
- Developed training materials and SOP for the call center to ensure the quality of service and compliance with the Payment Card Industry (PCI) security.
- Point of contact to all vendors for staff scheduling, systems training/issues and customers’ complaint.
- Evaluated and established goals for agents/technicians and ensured their delivery.
- Organized testing environment for new products/malware/systems issues, assessed problem areas and reported to the Development team or IT department.
- Monitored the Interactive Intelligence (I3) call queues, Appointment Scheduler and RightNow (RNT) ticketing system to make sure all customers are assisted and cases are assigned in a timely manner.
- Generated reports tracking the daily handle rate, case completion and staff performance.
- Monitored employees attendance and schedule adherence from NetTime and I3 Business Optimizer systems.
0-5 years of experience
Wholly responsible for technical support operations for local Internet service provider serving residential and businesses in Utah
- Designed, developed, and implemented processes, systems, and technology to support and enhance the technical support function.
- Managed and developed the support teams, including hiring, professional development, and proactive project work.
- Served as a proactive liaison and support engineer to supervise level one support resolution and fix any escalated trouble tickets.
- Consulted occasionally with users to understand and clarify their expectations of the products and communicate resolution steps and timelines.
- Created and maintained a knowledge base of issues, resolutions, cases, configuration guides, and FAQs. Documented all user interaction, managed trends, and reported on staff utilization.
- Oversaw Internet connectivity, implementation, integration, and troubleshooting for businesses throughout Utah.
- Assisted with various Sales promotions and assisted with sales initiatives to increase residential customer base.
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
