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Technical Support Team Leader Resume Samples
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0-5 years of experience
Selected by senior management to lead technical support initiatives for help desk outsourcing. Partnered with technicians and customers to troubleshoot upper Midwest ISP requirements. Conducted computer diagnostics and recommended problem resolution actions.
- Delivered calm solutions to diffuse stressful technical situations resulting in exceptional customer satisfaction; only Technician of the Month recipient to receive back to back award honors.
- Inspired and managed 4 technicians while concurrently fielding high volume support requirements.
- Launched policies and procedures to improve response time and coach resources.
0-5 years of experience
Responsible for the development and expansion of commercial, residential, and 3rd party sales channels within a regional Internet and telecommunications provider.
- Improved consumer and commercial sales by as much as 40% by improving sales methodologies, territorial integrity, and staff training.
- Improved sale close rates to 65% by phone sales training, appropriate staffing and sound compensation plans.
- Provided effective motivational schemes, compensation and incentive plans, and training programs designed to enrich performance and increase revenue.
- Assisted in wholesale and marketing partner plans that expanded the sales staff at minimal cost and improved the company’s revenue stream.
0-5 years of experience
Governed the daily functions of 50 employees which consisted of 30 direct reports.
- Managed customer escalations which ultimately resulted in favorable customer satisfaction ratings.
- Governed master schedule of team members to ensure alignment with operational and overall budget demands.
- Developed and implemented communication strategies to ensure positive and productive relationships with internal and external stakeholders.
0-5 years of experience
Led a team of 20 engineers responsible for technical support and implementation of MSCi, HLRi, CMSCi, MGW, CISCO routers, SIGTRAN, ESB20 LAN switch.
- Resolved and provided guidance to engineers for escalated technical issues
- Participated in customer meetings for escalated issues to provide faster resolution
- Prepared and delivered technical presentations and demonstrations to customers
- Acted as subject matter expert (SME) for customer issues related with circuit core
- Managed SW release deployment project for MSCi, HLRi ( M11, M12, M13A).
- Hosted regular meetings with Tier3 to follow up on escalated issues.
- Acted as Service Capability Transfer Manager for M13A software release upgrade.
0-5 years of experience
- Coached and trained seasonal and full-time support personnel in processing inbound calls from customers while maintaining a high-level of customer satisfaction and exceeding department goals during peak call volumes.
- Earned the Top Inbound Salesperson of the Month award during the first four months of a five month term as volunteer member of the sales department for having generated over $1,000,000.00, in product revenue where the department goal was set at $600,000.00.
- Handled escalated issues by utilizing problem solving skills and communication skills to effectively resolve more than 95% of customer inquiries in a timely manner.
- SQL Reporting; Help Desk Support; Web Page Development; Document Analysis
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, OneNote)
- Excellent Leadership and Team Building Skills
- Effective Oral and Written Communication Skills
6-10 years of experience
- Received and resolved incoming customer inquiries and issues regarding Peachtree Accounting Software via phone and email.
- Motivated and assisted team of six members in reaching individual and team goals for quality, productivity and revenue generation.
- Served as senior technician for team members as they provided clients and associates, technical assistance with regards to [company name] programs.
- Ensured team members resolved all client issues courteously and in a timely manner.
- Spearheaded team that composed a Network Troubleshooting manual that provided the configuration setup for all networks compatible with the [company name] product.
0-5 years of experience
Managed a team consisting of 8 to 12 Support Technicians
- Maintained a high percentage of customer service by monitoring technical calls and support
- Investigated all accounts reported for spam to reduce the amount of spam emails on the network
- Handled all advanced support issues, when all possible solutions have been exhausted
- Provided weekly statistics to Call Center Supervisor in efforts to increase efficiency
0-5 years of experience
- In addition to duties in previous position, managed team of six technical support representatives.
- Conducted quarterly performance evaluations, support call evaluations, and interviewed new tech support applicants.
- Managed the team’s on-site consulting function and conducted many client engagements across the country; activities included installation and configuration of Centerpiece across office networks, strategic data clean-up projects, and customized training classes.
- Member of support team which won the annual Charles Schwab Excellence in Service award for 2000.
0-5 years of experience
Received a promotion from Customer Support Representative to Technical Support Analyst within two months of employment. After management transition, was promoted to lead group of customer and technical support representatives to a more productive level of support.
- Responsible for EDI software upgrades, and implementations via modem using PROCOMM PLUS and PC ANYWHERE software.
- Researched erroneous EDI transmissions (ANSI Standard C, X12), mapped proprietary EDI software for use with UNIX (SCO, and AIX), and Windows 95/98/NT operating systems.
- Used HP Openview and Legato Networker to monitor customer AS400s, and other servers and their activity. Performed administrative duties for users in NT, Novell, and Lotus Notes.
- Provided telephone support to over 10,000 nationwide customers.
0-5 years of experience
Maintained support Hyper-V machines.
- Site visits to carry out installation of software, recommended practices and document functionality of applications. This was coupled with a pre-sales element.
- Raised feature enhancements to improve software, based on customer requirements and feedback.
- Point of escalation for 1st-3rd line engineers. Managed shift-rota, holiday requests and overtime pay for the support team.
- Patching and configuration of MS server environment to carry out testing and replication of potential bugs to escalate cases to developers and the QA team.
- Constant improvements of processes used by the support team, that also involved other departments within the company, i.e. sales, QA, development, marketing.
- Involved in design process for product releases as well as new products.
0-5 years of experience
Supervised 8-10 employees performing various IT customer service/support responsibilities.
- Provided advanced troubleshooting for web hosting customers via telephone and trouble ticket system.
- Conducted training for quarterly tech-level company certification program.
- Maintained a variety of software applications using web browsers, email applications, ftp, and telnet software.
- Provide support of a variety of server/desktop Operating Systems including Linux/Unix, Windows (all versions), and provide basic programming/debugging of C++, HTTP, Java, Perl, and CGI scripting.
6-10 years of experience
Technical Support Team Leader is a preparation for being a supervisor that allows me to manage a team, analysis reports, and coach
- On a daily basis, I monitor phone queues and accountability reports, that aid in providing low call time response
- I train and coach technicians from their recorded calls which increase phone etiquette, lower dead air time, and provide excellent customer service
- Increase communication and provide department goals by conducting monthly meetings
- Help customers to design, implement and manage quality, scalable solutions that optimize performance
- Provide pre-sale and post-sale technical support for customers and Account Managers (Inside Sales)
6-10 years of experience
Team leader for multi member Help Desk team.
- Provide senior level technical support to 200 local and 150 remote users.
- Developed and executed technical presentations to clients on an as-needed basis.
- Responsible for setting up equipments for conferences and meetings.
- Prepared and provided training on latest office software as well as specialized legislative software.
- Responsible for the daily maintenance of the Louisiana Governor’s website.
0-5 years of experience
Worked independently with little supervision, Started out as an advisor and was quickly promoted to Team Leader.
- Has common knowledge in iOS devices
- Trained and monitored advisors
- Managed a team of 15 advisors
0-5 years of experience
Worked independently with little supervision, Started out as an advisor and was quickly promoted to Team Leader.
- Has common knowledge in iOS devices
- Trained and monitored advisors
- Managed a team of 15 advisors
10+ years of experience
Handle escalated customer concerns while diffusing difficult situations in a professional and courteous manner.
- Follows up with customers to ensure positive resolution and experience have been achieved
- Coordinate customer contact activities with various internal departments with resolving issues
- Ensures the productivity, quality and customer satisfaction goals and objectives are met for all offered products/services
0-5 years of experience
Reviewed team incidents on a daily basis for accuracy and completeness
- Conducted bi-weekly team meeting to discuss relevant topics and other issues
- Provided mid-year and annual reviews for all team members
- Resolved escalated support calls
0-5 years of experience
Managed a team of 12 support representatives at a high-volume call center with over 100 support cases per day.
- Trained new hires in customer service skills, conflict resolution, and technical issues related to Internet access.
- Provided second tier support for difficult cases.
- Provided Internet connectivity support for customers using Windows, Macintosh and Linux
0-5 years of experience
- Supported team of 30 technical support representatives, acting as first line of escalation regarding customer issues.
- Identified representative’s training needs and ensured that training was provided.
- Assisted team manager in personnel evaluations.
0-5 years of experience
- Managed advanced and high value client issues, coordinating with sales, development, and project management for CRM concerns
- Supervised daily operation of 20 member tech support team including coordination or on-call/after hours staff, scheduling, and minor disciplinary issues
- Coordinated new hire training and continuing education for existing employees
0-5 years of experience
Worked independently providing sole support for the entire call center.
- Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas
- Escalated issues as needed and maintained communication with customer and Technical teams.
- Independently designed new staffing schedule to improve the Call Center stats.
- Extensively utilized Remedy to record and track issues.
- Monitor reports of unusual switch, provisioning, and network activity; Identify abnormal trends and troubleshoot; Communicate abnormal trends and escalate to supervisor, as necessary
0-5 years of experience
Providing updated monthly training on application and documentation.
- Escalation Manager for code fixes for more than 600 escalations a year in Jira.
- Oversee over 100 different support processes.
- Taking management responsibilities for extended periods of management absences.
- Demonstrated aptitude and specialization in web-based investigation.
- Provided with company special investment opportunities due to positive performance for annual review.
- Lead Product Trainer for analyst in 3 different countries.
6-10 years of experience
Assist business clients as well as internal Chase Employee’s with complex online issues.
- Assist in educating customer and internal Chase Employee’s pertaining to services provide via Chase online and the benefits of utilizing the service.
- Facilitated meetings and organized site and division initiatives.
- Work with other managers and division managers with coaching bankers to improve/correct behaviors that do not meet compliance. This in turn would create great performing specialist that meet goals on a consistent basis.
- Assist in holding specialist accountable with consistent feedback and provide best practices to resolve customer issues, provide great customer service, and to follow up to insure these practices are done on a consistent basis.
- Communicate company intuitive on a daily basis via email, same time messaging service and by daily dept/team huddles.
- Assist Chase Online Research Team to resolve online and consumer issue. By utilizing complex applications provided to complete maintenance requested by the client or banker.
10+ years of experience
Ensures the productivity, quality and customer satisfaction goals and objectives are met for all offered products/services
- Handles escalated customer concerns while maintaining composure and diffuses difficult situations
- Follows up with customers to ensure positive resolution and experience have been achieved
- Assist in providing feedback to OV representatives regarding goals and objectives
- In conjunction with management, helps to identify training needs as well as to leverage resources to ensure workload requirements are met
- Conduct training classes to educate representatives on new products and promotions.
- Coordinate customer contact activities with various internal departments such as dispatch, quality assurance, network management, sales and services
- Coaches and counsels representatives in an effort to drive performance
0-5 years of experience
Prioritized all new technical software issues
- Communicated upper level issues to programming
- Designed user’s guides for custom software for distribution
- Installed and supported custom EDI software
- Provided software training for new customers via phone and PC Anywhere
- Testing of new software releases
- Designed UCC128 shipping labels via Label Matrix software
0-5 years of experience
Developed an employee activity log using Microsoft Excel and Visual Basic
- Automated the daily reporting of the department
- Managed the daytoday operations of the department
- Mediated advanced issues between the customer base and the System Administrators
6-10 years of experience
- Real-time management of the Technical Support Staff
- Responsible for troubleshooting customer’s issues using email and on-line chat
- Helped design the internal website and knowledge base that is used in Tech Support
- Trained new hires
- Help develop agent’s effectiveness and professionalism through coaching and mentoring
0-5 years of experience
Most Support effort was carried out against the company’s
- European customers and certified distributers using English as main language.
- Responsibility on the tech knowledge of the group (Tier 1, NICE system)
- NICE 8.9 system support – VPN connection definitions at customer sites and remote trouble shooting, Logical Recovery, log file collection and resolving communication and hardware malfunctions.
- Setting up TIER-1work-flow policies and team job descriptions and duties.
0-5 years of experience
- Trained new employees in proper customer service skills, technical support issues and procedures.
- Coordinated the Support department’s product testing in conjunction with the Quality Assurance department.
- Handled overflow Pre-Sales calls.
0-5 years of experience
- Provide level 3 and level 4 technical support to [company name]’s customers and sales engineers via phone, dial-up, and onsite support for all of [company name]’s software applications running on Solaris, HP-UX, Linux and Win NT/2K
- Install [company name] products on Sun servers, HP-UX Servers, Linux systems, and Win NT/ 2K servers for problem analysis, bug reproduction, and subsequent testing of patches provided by QA.
- Provided assistance in QA of [company name] products during beta testing and rollout of new software applications.
- Direct a staff of 4 engineers in day-to-day support activities.
- Train new engineers on [company name]’s software applications, and customer support practices.
- Create training presentations on [company name]’s software applications, and deliver training via web based applications
- Assisted in the interviewing, hiring, and training of new personnel.
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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.
