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Technical Support Supervisor Resume Samples
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0-5 years of experience
Supervised technical support representatives handling inbound technical support calls from students and staff
- Provided training and guidance to associates through weekly meetings, monthly assessments, and daily mentoring
- Provided floor support to ensure all expectations were being met
- Accurately maintain associate files and folders
- Assisted in associate growth and development by providing guidance with short and long term goals, providing monthly assessment plans, and by engaging in mentoring sessions
- Coached associates by giving praise for achieved milestones, discussing any areas that are in need of improvement, goal setting, holding associates accountable, and engaging in fierce conversations
- Assembled support teams conforming to company and departmental needs
6-10 years of experience
- Managed teams of 12-27 contact center professionals.
- Interviewed and trained Technical Support Representatives and Lead Technicians.
- Utilized KPI metrics to help guide team performance through behavior-driven coaching.
- Fostered a strong team environment.
- Provided support for escalated television, internet, phone, and billing concerns for both residential and business customers.
0-5 years of experience
- Led development and implementation of company’s in-house support department. Developed highly effective incident tracking methodology, call flow processes, and performance tracking standards for the department.
- Provided Tier 2 support for technical issues relating to users of all types using the Moodle system.
- Oversaw day to day operations of 24/7 technical support center.
- Directly supervised 12 support specialists providing support to students, faculty members, and system administrators calling from a variety of academic institutions using the Moodle platform in combination with various third party plugins.
- Worked with other departments (Client Services, Training, Marketing, and others) to help create a mutual understanding of current and potential support needs of TLH clients. Developed close relationships between teams within the company.
- Provided training to all new technical support hires, as well as other TLH staff members providing technical support in a backup capacity.
0-5 years of experience
Strengthened existing customer and client relationships by providing an elevated point of contact.
- Provide coaching and leadership to a team of four with a focus on maintaining a high level of customer satisfaction.
- Generate and monitor reports to ensure quality and service levels are maintained and deficiencies are identified and repaired.
- Furnish Dell hardware price quotes for new or upgradable equipment for both employees and clients.
- Management of employee mobile accounts and devices including purchases and upgrades.
0-5 years of experience
- Led a team of web developers for a google partner supporting web designs for small businesses.
- Scheduled staffs offline work and provided assistance on process improvement projects.
- Worked to improve service levels and production with the fulfillment staff and acted as a liaison to the sales associates.
- Successfully handled escalations from Yelp reviews and coached fulfillment team on quality customer service as needed.
0-5 years of experience
- Interviewed, hired, trained, and resolved escalations for technical support reps.
- Created 24-hour support and self-service tools for customers.
- Reshaped CSR practices including: monitoring, QA, and KPI reporting for First Response, Full Resolution, and Satisfaction.
0-5 years of experience
- Oversee, Schedule and Manage daily task for the [company name] Technical support team.
- Works closely with the Service Director in coordinating the schedule for field technicians on a national scale.
- Consistently implement high quality standards, processes and procedures that will guarantee efficiency and align with department goals.
- Involvement in new software development as requested by the Technical Support and Service Directors which involves creating and implementing guides for a more streamlined process.
- Stage and configure system (Servers, switches, firewall and routers) as designed by Engineering team.
- Maintain the Network Operations Center (NOC) Servers.
0-5 years of experience
- Provided tier II escalated support for POS (PC, tablets versions), API Keys, and payment gateway integration.
- Diagnose and resolve problems such as integration, configuration and network peripherals issues.
- Updated and maintained web based training guides and how to guides.(wiki, Confluence)
- Provide advanced customer, sales agent and new hire training.
- Managed offsite non-employed contractor for merchant installation
- Trained hybrid technical support representative on all hardware and software.
- Provided QA testing, documentation and training guides for all new hardware and software.
- Created web based cancellation fee calculator tool for the cancellation department.
- Created scripts, images and back up database for the deployment team.
0-5 years of experience
To coach and develop employees for career and organizational success
- Lead a team of 15-20 unionized employees
- Train, coach and counsel employees
- Track and manage overall team performance
- Manage the performance of each employees (setting objectives, assessing performance, coaching for improvement and recommending disciplinary action)
0-5 years of experience
- Responsible for overseeing, managing and dispatching [company name] Support Engineers out to multiple contracted client locations.
- Responsible for managing and resolving inbound tier one help desk calls within ACD environment in a 24/7 Technical support environment.
- Responsible for Interviewing, Hiring and Training all help desk staff.
0-5 years of experience
- Provide effective and consistent technical support; troubleshoot internet and phone services in attempts at a resolution.
- Used technical skills and multitask while building a connection with customers and corporate accounts.
- Organized technical review boards to inform my team of new product lines as well as any impending product issues.
0-5 years of experience
Coordinator/IT Technical Support Supervisor/Network Admin
- Data center, rack-mount and troubleshooting critical HP/Dell servers hardware technical issues
- Administer, setup and maintain support servers using MS 2008 Server on VMware.
- Active Directory admin, creating users, containers, and setup security permissions.
- Exchange Server, create user/group email boxes and setup security permissions.
- Configured Cisco Router and Switches.
- Supervised the repair Lab and managed all field technicians.
- Troubleshooting network connectivity and network printer problems.
- Prepare and submit IT Support monthly report.
6-10 years of experience
- Oversee Business Class representatives and create refresher course to expand coverage for Business support.
- Organized trainings and scheduled agents for e-customer care support during Hurricane Sandy efforts and beyond.
- Organized team for Smart router rollout and process development. Maintain pathways of communications with development team for feedback and updates.
- Identify behaviors that are driving the agent in a particular performance and provide feedback to help self-improvements and focus on an outstanding customer experience.
- Maintain training and other developmental tools for agents.
- Manage the performance of the TSR through the understanding of company policies and procedures. Coach TSR’s about attendance, adherence and develop a professional attitude through example.
- Develop spreadsheets that track performance to include daily call metrics, QOSD performance and adherence to survey compliance for TSR’s and peers alike.
- Work with the TSR to develop an action plan that will help focus his/her attention on particular areas of opportunity and lead to an overall improvement in their performance.
6-10 years of experience
- Direct the inbound and outbound technical services organization consisting of 44 first and second level technicians.
- Organize staffing resources across multiple shifts to ensure optimal coverage and team performance.
- Responsible for the hiring of new employees, promoting staff, annual and semi-annual reviews and terminations.
- Created the Technical Support Evaluation Test for potential new employees.
- Design and maintain the certification and testing process for the advancement of the staff.
- Develop, document, coordinate and conduct technical training for Technical Support and Mitchell products.
- Address, respond, delegate and provide resolution options for escalated issues insuring proper documentation.
- Monitor and evaluate telephone calls, case notes and email messages to ensure optimal performance and provide feedback to technicians at least once a month per technician.
- Provide corporate technical support by participation in the analysis, planning, design and implementing of Mitchell1 electronic products.
- Maintain up-to-date knowledge of current and future hardware/software technical information in order to provide accurate information to Mitchell customers.
0-5 years of experience
Customer Service and support
- Resolving Technical situations for customers and assisting with their Computer and peripheral needs
- Malware and virus removal
- Break fix
- Directly supervise up to 17 employees
6-10 years of experience
- Provide technical support to central office administrative staff.
- Second level support for school technicians.
- Onsite Apple Technician.
- Oversee computer inventory district -wide.
- Prepare state required Tech Readiness report.
- Manage annual computer deployment and summer technicians.
- Network and email account creation.
0-5 years of experience
- Organization of support teams and strategic planning for large commercial projects
- Installing, support, and maintaining infrastructure and distribution equipment
- Troubleshoot simple to complex IT, network, telecom and equipment issues, adapting to a variety of user
- Design, Service, Sales, and Support for Satellite, Cable, Phone, Audio and Video Distribution Systems
0-5 years of experience
- Focus on building and improving process efficiencies within the Technical Support Team to drive Client Experience Second to None
- Monitor and coordinate the distribution of calls/tickets to ensure optimal performance and achievement of SLAs
- Serve as a point of escalation for customer and employee requests and concerns
- Evaluate individual and team performance regularly, providing reporting and recommendations to leadership
- Develop and drive improvement initiatives
- Conduct one-on-one performance reviews, team meetings and coaching sessions as needed
- Manage and review ongoing adherence to processes associated with Support Center software used by the team inclusive of collaboration with other departments to ensure their adoption and acceptance of their feedback
- Review, Improve, and Manage performance metrics of Technical Support activities designed to identify problem areas, areas of potential efficiency gain, and enhancements to service that would prevent problems in the future
- Participate in all aspects of staff planning inclusive of performing interviews and providing feedback on promotions, developing/maintaining a training program that promotes greater customer service and technical knowledge, and assisting in the professional/technical development of team leaders
- Provide feedback and propose solutions regarding service failures or customer concerns
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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.
