Director Technical Support Resume Samples

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P Kuhlman

Patrick

Kuhlman

92361 Parker Path

Boston

+1 (555) 599 2930

92361 Parker Path

Boston

Phone

p +1 (555) 599 2930

Experience Experience

Philadelphia, PA

Director Technical Support

Philadelphia, PA

Murphy, Considine and Nicolas

Philadelphia, PA

Director Technical Support

Demonstrated track record of enhancing customer satisfaction and improving support metrics while closely managing the costs of providing support services
Responsible for recruiting, hiring and firing for the department
Track record of recruiting and developing a strong team and leadership bench
Ensure the team is practicing KCS and are at least to an author status after 60 days of hire
Provide leadership through coaching, feedback, development goals, and performance management
Responsible for ensuring differentiation of Support Delivery via our Premier Success, Mission Critical Success and other value-added services
Lead and/or being involved in Global Strategic Initiatives

Houston, TX

Director, Technical Support

Houston, TX

Bechtelar LLC

Houston, TX

Director, Technical Support

Leading a global team with locations in Tel Aviv, India, Shelton and NYC
Participate in problem escalation and issue prevention projects and help the teams to increase efficiency with issue handling
Create roadmap for internal applications, actively design effective solutions for both technical and operational part of revenue bringing projects and utilize Support teams as a solution builder for business stakeholders
Responsible for driving the company’s strategic customer support activities, policies, objective, and initiatives
Directly report to the Operations team; provide regular reports and solutions to the executives and other technical teams on system performance, platform health, merchant integration issues, application bugs and feature requests
Identify and define the problem by analyzing
Serve on various project teams including new product launch teams

present

Philadelphia, PA

Senior Director, Technical Support

Philadelphia, PA

Reinger-Maggio

present

Philadelphia, PA

Senior Director, Technical Support

present

Work with Sales to understand customer issues and partner with the sales team to improve overall Support processes
Drive a close engagement with T&P to address customer concerns around escalation processes, response times/problem resolution, establishing SLAs and Top Product Enhancements
Oversee strategic projects to improve customer self service
Resource, organize, and facilitate a team of Support agents at both in-house and outsourced locations in providing high quality, accurate and timely customer support
Actively participate in setting team/department objectives & ensure they are met
Scale support by adopting Knowledge centric support as a core foundational pillars
Possesses operational command of the business

Education Education

Bachelor’s Degree in Computer Science

Colorado State University

Bachelor’s Degree in Computer Science

Skills Skills

Knowledge of agile development practices and tools
Strong communication and people management skills
Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable
Exercise and promote adherence to high quality standards for people and processes
Have the belief and passion of Support as a key and integral part of the customer experience and a business enabler
Be able to work well with other departments
Proven ability to influence and partner with executive stakeholders (Collaborate)
Proven ability to work across boundaries and inspiring others to align and execute against organization's objectives (Collaborate)
Clear and influential communicator, comfortable interacting with all levels of personnel within Cisco and with customers and partners (Collaborate)
Proven ability to lead and develop direct report staffs and virtual teams worldwide and experience in cross-functional collaboration is essential (Learn)

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12 Director Technical Support resume templates

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Director Technical Support Resume Examples & Samples

Degree or Diploma and the required Certification with/or 8 to 10 years related experience preferably in IT
Knowledge of agile development practices and tools
Strong communication and people management skills
Organisational and facilitation skills; and
Exposure to Scrum is an advantage
7 to 10 years designing, testing, developing and supporting software products
2 to 5 years it team management experience
Willingness to work outside primary capacity
Strong team and management skills
Excellent coaching, leadership and motivational skills
Knowledge and experience in Visa’s technologies and the mobile commerce market
Evidence of a delivery-driven mentality
Equal and balanced knowledge, respect and appreciation for all disciplines required to build a software product
Humility - do whatever is necessary to help the team achieve its goal, recognizing the value in all team members and by example lead others to the same opinion
Commitment - must feel the same high level of commitment to software development projects and increment goals as do team members
Able to exert influence as a leader not a manager
Some degree of corporate political skill is an advantage

Director, Technical Support Resume Examples & Samples

Track record in delivering on a customer service model with exceptional results
Front footed and proactive in personal dealings with customers, strong negotiation skills with suppliers and customers. o Ability to consider, advise and lead on strategy planning and development both long and short term
Extensive previous experience of managing technical teams and managers in a customer service environment
Excellent understanding of the IT industry with various technologies, especially mission critical environments o Demonstrates effective initiative, creativity, resourcefulness, responsibility, critical thinking, execution focus and ability to work independently. o Able to influence and collaborate at all levels often achieving long range objectives indirectly through change or via the efforts of others
Ability to recognise salient business issues that “move the needle”
Champions change and effectively manage the implementation of new ideas
Natural ability to inspire and motivate others
Champions a people focused culture o Drives clear communication
Strong financial and commercial acumen, cost center management and budgetary control
Maturity and gravitas to handle authority of the position intelligently, comfortable with ambiguity
Compelling business case formation and follow through
Ability to meet challenging targets within tight deadlines

Director, Technical Support Specialist Resume Examples & Samples

Should be able to determine project and testing strategy (business approach, technical solutions, scope, and key dates) on complex initiatives with which we have little or no prior experience. Recognizes areas of non-standard practices or implementation processes defining direction for management and affected resource groups with both long and short term considerations. This is essential in meeting the client’s expectations without over committing Visa’s resources. The Support Specialist provides the primary escalation point on their projects, involving department and division management only when required to obtain funding for additional resources, to inform them of decisions that have the potential to impact the client’s business and/or Visa’s image or profitability and to gain support to alter processes in order to comply with project launch
The performance of the Technical Specialist as the Client’s primary contact and escalation point has a high impact on Customer Satisfaction, especially for new Clients as the Testing Specialist is the first Visa resource with whom that client will have sustained contact and involvement. Decisions made by the specialist impact productivity and costs not only within Visa, but for the Client as well. Directing and controlling Visa resources in completion of projects is essential in controlling company costs and insuring that projected revenue streams/cost savings are met through the timely completion of projects. Testing strategies employed must meet overall project goals and objectives. Delays due to oversights or missed requirements can result in a loss of revenue and penalties to Visa and/or clients for contract delays. Poor decisions on technical design/approach can result in solutions that are non-standard and overly complex, thus significantly increasing Visa’s costs for day to day support/maintenance by operations support teams
Requires interaction with resources at all levels of the organization, both internally and externally with the client, ranging from individual contributor project resources to senior executives. Solely responsible for the testing project success, this resource must direct the contribution of individual contributor resources in a matrixed fashion to complete tasks and achieve objectives. Must be able to influence client decisions through a combination of negotiation and consultative input. Keeps internal Visa executives and client senior (CEO/CIO/VP/etc) executive management informed of project progress, and when required, must influence these decision makers to make decisions regarding project direction that can have large financial and business impact
Possesses a detailed knowledge of Visa process and procedures, and demonstrates the ability to follow those
Creates and develops internal tools/documentation to improve overall departmental efficiencies
Defines internal and external project metrics to demonstrate productivity or efficiency gains
Demonstrates an ability to determine project priorities based on company, client and departmental goals
Proactively identifies and implements process changes based on “Lessons Learned”
Serves as first level support for all testing regions (LAC, Asia Pacific, U.S., Canada & CEMEA)
Important contributor to Visa’s and Client’s testing strategy
Acts as escalation point for client
Thorough knowledge of client and market, as well as industry and Visa project management processes and practices; insuring these are consistently followed
Responsible for delivering projects according to agreed practices (on-time, on-budget and error-free)
Accountable for Client satisfaction
Responsible for recommending opportunities for process improvement for testing of Visa products/services, resulting in shorter cycle times, improved efficiency, reduced costs and increased customer satisfaction
Mentors less tenured Visa testing analyst , providing guidance, knowledge transfer and reviewing their work for accuracy and completeness before it is completed

Senior Director, Technical Support Resume Examples & Samples

Work with Sales to understand customer issues and partner with the sales team to improve overall Support processes
Drive a close engagement with T&P to address customer concerns around escalation processes, response times/problem resolution, establishing SLAs and Top Product Enhancements
Resource, organize, and facilitate a team of Support agents at both in-house and outsourced locations in providing high quality, accurate and timely customer support
Actively participate in setting team/department objectives & ensure they are met
Responsible for ensuring differentiation of Support Delivery via our Premier Success, Mission Critical Success and other value-added services
Act as an escalation point for high severity customer issues that arise from within the team; directly from customers; or from other Salesforce functions
Work pro-actively with Peer Managers to schedule staff, plan training activities, and other non-customer facing activities to meet Regions Capacity requirements
10+ years experience in a technical support environment, handling highly complex issues
5+ years at the Management level, managing managers in addition to individual contributors, providing partner support to large enterprise customers
Strong understanding of operational infrastructure, metrics, processes, systems and tools for running a Worldwide Support organization focused on working via Outsourced partner channels
Must be capable of dealing confidently and professionally at executive level internally and at customers

Director, Technical Support Resume Examples & Samples

Identify and define the problem by analyzing
Bachelor’s degree in an applicable technical field
10+ years of experience working in a technical customer-facing environment
5+ years of leadership experience – specifically in mentoring, employee development, and growing a team
Experience working with director and C-level customers
Exceptional interpersonal skills and ability to easily relate to all personality types
Superior organizational skills with the ability to prioritize multiple projects
Exhibit a positive and proactive nature
Ability and willingness to travel (up to 50%)
Working knowledge of IT infrastructure at an enterprise level: MS Active Directory, deployment methods, terminal servers, virtual environments, security, and document and project management tools
Experience with the following strongly preferred

Director Technical Support Resume Examples & Samples

Oversee strategic projects to improve customer self service
Understand technical training needs and help drive priorities with our internal training strategy group
Scale support by adopting Knowledge centric support as a core foundational pillars
Work with Sales, Technology and CSG organization to continue to improve the overall support experience
Manage key metrics which will measure the effectiveness of the team in meeting key goals such as Customer satisfaction, Customer Loyalty and productivity. Continuously seek to improve processes and working practices to ensure that these goals are achieved, and that Salesforce remains at the forefront of the industry in the provision of customer service
Actively engage in implementing and supporting the evolution of support delivery model via Service Cloud features and enhancements to the Salesforce Partner Community
Lead, organize and motivate the team to ensure that the highest possible quality of service can be provided to Salesforce customers in resolving technical issues
Analyze Customer trends and adopt Knowledge Centric Support practices to ensure Knowledge base articles are promptly written resulting in increased First Contact Closure and Customer delight
BS or MS in Computer Science, or equivalent experience
Previous experience directing and maximizing the benefits of collaborating global teams
Practical experience managing multiple support teams, including outsourcers, with a strong knowledge of all technical support functions and related engineering responsibilities
Proven ability to manage complex processes and drive continuous process improvement

Senior Director, Technical Support Resume Examples & Samples

Recommends alternatives or adjustments to correct problems or solidify successes in the perspective of current and proposed operating strategies
Identifies and drives operational improvements to create efficiencies with regards to cost and performance
Develops technical support strategy in accordance to the Company's mission and core objectives
Develops an annual business plan and operating budget for the department and monitors the implementation of these to ensure that the financial targets are met
Negotiates Service Level Agreements (SLAs) with both internal and external customers and service providers and monitors service delivery to ensure the agreed targets and standards are met
Defines and seeks approval for the level of technical support resources required to meet these goals and priorities and schedules major projects
Directs the preparation and implementation of policies, procedures, and standards
Directs, attends, and participates in staff meetings and related activities; attends workshops to keep up-to-date with technical issues
Maintains and controls confidential documentation

Director Technical Support Resume Examples & Samples

Collaborate actively with theatre leadership to identify and develop service opportunities and enable top-line sales growth interacting with all levels of Cisco's management cross-functionally and globally
Develop long-term business relationships with strategic customers, partners & field teams. Promote collaboration and joint planning with AS, strong interlock with Sales and other functional teams
Lead TS Liaison team and provide regional support for growth and customer intimacy initiatives in India, aligned to the LRP of the field sales organizations. For example, India country strategy plan, customer sales engagements, profitability goals, productivity goals, and customer escalation management
Lead the Focused Technical Support (FTS) delivery to support high-touch accounts through dedicated technical engineering and high-touch operations management. This team delivers support to fee-engagements for top global, service provider and high-end enterprise clients across the theatre
Take leadership in the reason, support services engineers, logistics and field facing organizations to drive the increase in customer satisfaction and loyalty, increase productivity and delivery excellence. Eg rapidly disseminating best practices found in any theatre, to ensure consistency and high performance of global support
Actively support Cisco Services and Technical Services strategies by communicating vision, strategy and execution goals e.g., Premium services, profitability, Cloud & Managed services…
Build strong talent management and leadership capabilities. Recruit, hire, develop and develop talent for Cisco
Embed P&L management competencies in the leadership and management team to lead India TS business growth
Proven ability to influence and partner with executive stakeholders (Collaborate)
Proven ability to work across boundaries and inspiring others to align and execute against organization's objectives (Collaborate)
Clear and influential communicator, comfortable interacting with all levels of personnel within Cisco and with customers and partners (Collaborate)
Proven ability to lead and develop direct report staffs and virtual teams worldwide and experience in cross-functional collaboration is essential (Learn)
Strong track record of personnel development is essential (Learn)
Proven ability to drive business (P&L) and operational performance (Execute)
Strong command of processes, metrics and measures. (Execute)
Proven and direct experience in managing service business & support operations across multi-functional, multi-cultural and multi-site throughout India essential (Accelerate)
Proven management and implementation skills, including experience in leading large-scale projects (Accelerate)
Excellent collaborative skills, with demonstrated leadership in driving cross-functional business process improvements across different functional groups. (Accelerate)
Proven ability to develop and lead strategic change (Disrupt)
Direct experience in commercial negotiations is essential (Disrupt)
Previous experience creating service offerings and capabilities that directly address India market needs
LI-APJ-DK1

Associate Director, Technical Support Resume Examples & Samples

Leads the development and implementation process of a company's services involving departmental or cross-functional teams focused on the delivery of new or existing projects. May use statistical analysis systems, such as SAS, as appropriate. Plans and directs schedules and monitors budget/spending. Monitors the project/program from initiation through delivery. Organizes the interdepartmental activities ensuring completion of the project/program on schedule and within budget constraints. Selects, develops and evaluates personnel to ensure the efficient operation of the function . For PQC job only: In addition to these responsibilities, the PQC (Product Quality & Compliance) Associate Director, Technical position will manage the testing lab and review monthly financial reports and budget analysis. Supports the department and laboratory with managing projects, maintaining adherence to international laboratory standards (ISO 17025) and supporting the Director with day to day activities of departmental activities and functions
Provides technical oversight to one or more programs to ensure compliance with company policies and procedures
Designs, monitors and evaluates activities regarding recruitment, orientation, and supervision of teams who lead these activities
Supports capacity building and contributes to the overall strategic goals of any assigned programs
Creates or revises proposals as need to facilitate strategic goals
Trains staff on procedures and policies to achieve departmental and organizational goals
Supports management with recommendations for process improvement to achieve strategic goals
Bachelor's Degree or its International Equivalent - Knowledge/Information Services, Communications, Education, Environment, Health, Behavioral, Life/Social Sciences International Development, Human Development or Related Field
Typically requires 8+ years of project management experience within a research environment
Related prior work experience preferred

Senior Director Technical Support Resume Examples & Samples

Effective leadership of VSAN Support organization, including oversight of functional activities that contribute significantly to the overall image and quality of a professional support organization
Improve overall customer satisfaction with VMware’s support delivery services, through rapid, high quality response and resolution for outstanding support issues
Optimize the provision of support services with special focus on the most support intensive areas of support delivery
Experience in successfully integrating the support functions of acquired companies into an existing technical support framework
Can serve as a customer advocate to drive key customer relationships for Support. Oversees case escalation and problem resolution for key accounts
Passionate about technical support and management
This role will require frequent travel (domestic and international)
Should already have significant knowledge of, and exposure to, a wide array of Storage products and technologies but will also be expected to develop a general knowledge of the vSAN product and a working familiarity with all VMware products
Be able to evaluate and analyze complex business and technical data and produce suggested changes based on these findings
Should be capable of resolving conflicts, identifying alternatives, and providing solutions
10-15 years of software industry experience, with 5-7 years in a senior management role
BS/BA degree or equivalent technical experience, MBA a significant plus
Exercise and promote adherence to high quality standards for people and processes
Results driven; high integrity; ability to influence, negotiate and build relationships; superior communications skills; make difficult decisions and manage change
Strong understanding of technical support within the enterprise environment supporting large scale IT shops using an enterprise level software platform, product or application
Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable
78870BR

Director, Technical Support Resume Examples & Samples

Develop and build an organizational structure that aligns the talent to the strategic objectives
Develop and deliver on key metrics and performance indicators to measure overall customer experience and provide a foundation for continuous improvement
Drive processes and organizational changes that improve the Technical Support team’s efficiency and effectiveness while enhancing the customer experience
Evaluate and implement programs that reduce mean time to repair, and increase customer satisfaction
Responsible for driving the company’s strategic customer support activities, policies, objective, and initiatives
Lead and/or participate in core teams to drive key customer support priorities
Drive employee performance through realistic objectives tied to the Company’s strategies and goals, and the use of appropriate metrics to gauge performance against those objectives
Develop relationships with Sales leadership and other internal key partners to help drive departmental improvements
Serve on various project teams including new product launch teams
Manage, coach and develop staff
Builds and manages workforce based on organizational goals, budget considerations and staffing needs
Capable of constructively challenging assumptions, developing more efficient processes, liaising with internal/external customers and driving accountability within the Technical Support organization
Strong leadership and communication skills with solid business astuteness and the ability to mentor others
Ability to effectively manage competing priorities and deadlines
Must be able to work in an extremely fast-paced and, adapt easily to, a constantly changing environment
Demonstrated project management and presentation skills
Demonstrated ability to meet deadlines under pressure
Anticipate and adjust, demonstrating positive change management
Capacity to rapidly learn the key players, products, and technologies
Must be able to work in a fast-paced environment and adapt well to change
Experience working in ERP systems with Oracle expertise desired
Effective deployment of customer satisfaction programs
10 plus years of related job experience and demonstrated leadership experience
Experience in the medical devices, diagnostics or healthcare industry is strongly preferred
Experience working within Customer, Technical or Field Support role

Director Technical Support Resume Examples & Samples

Effective management of Support staff, including oversight of functional activities that contribute significantly to the overall image and quality of a professional support organization
Proven ability to promote a common company culture within the support teams consistent with the other worldwide teams
Demonstrated track record of enhancing customer satisfaction and improving support metrics while closely managing the costs of providing support services
Possesses a strong quality and process oriented background. Previous experience with a quality system certification, while not required, would be highly valued. Can manage through the extensive use of metrics and real-time data
Work with key stakeholders in the company including Engineering, IT, Sales, and Product management to drive end-to-end process improvement to introduce automation, integration, and new support services
Identify opportunities for efficiencies and improved processes in the customer support life cycle
Has the ability to develop innovative methods of providing support
Proven ability to maintain constant communication of all types within the support teams and cross-functional groups. Track record of accomplishment and effectiveness between cross functional organizations
Must develop a general knowledge of the assigned products and a working familiarity with all VMware products
Extensive knowledge and experience with the customer support request lifecycle
Requires excellent interpersonal skills, ability to listen, problem solve, negotiate and communicate solutions
Organize and lead groups of people at various job levels
Be able to work well with other departments
Proven track record of managing a large support team (100+) involving customer support, technical support and other Support related services with senior managers as direct reports
Have the belief and passion of Support as a key and integral part of the customer experience and a business enabler
79177BR

Senior Director, Technical Support Resume Examples & Samples

5+ years at the management level, managing managers in addition to individual contributors, providing partner support to large enterprise customers
Technical support experience in the enterprise software industry
Must be capable of dealing confidently and professionally at executive level internally and with customers
Previous experience supporting SaaS / Cloud solutions

Director Technical Support Resume Examples & Samples

Advanced TCP/IP experience
Solid Voice over IP (VoIP) knowledge/experience focused on SIP signaling
Experience in scripting using web services

Director, Technical Support Center & Dispatch Resume Examples & Samples

Direct Day of Job (DOJ) employees providing residential and business support for operational fulfillment and troubleshooting of Charter’s internet, video, and telephone services
Direct the daily activities of a Day of Job (DOJ) call center to ensure all defined methods, policies, processes, and training are properly followed to process and troubleshoot service orders
Develop departmental goals; monitor, manage and provide analytical reporting on goals to ensure all performance standards are met
Drive results in all Day of Job department performance metrics to include order processing performance metrics, phone stats performance metrics, call monitoring, error rates, completion rates, call reduction, and jeopardy resolution and customer service responsiveness
Participate and contribute to standardization and strategic initiatives regarding fulfillment activities
Attract and retain a highly effective managerial staff through optimum selection, training and development, appraisal and motivation techniques
Execute Company plans, programs and objectives
Monitor fulfillment productivity in accordance with established policy to assure adherence and completeness in all transactions
Prepare and control operating budget for DOJ department
Conduct regular meetings with DOJ employees to maintain two-way communication and achievement of departmental objectives
Identify trends and create action plans to mitigate risk
Direct the development of operating and capital budgets, ensuring the achievement of company financial and customer experience goals
Establish positive employee relations through effective communication and ongoing support
Develop an effective front line leadership team and assist with developing their direct reports to drive a high performance proactive culture and environment
Evaluate current processes and procedures and identify areas needing improvement or simplification; leads the corresponding process improvement activities and assesses actual improvements realized
Translate high level business requirements into functional specifications, and direct ensuing changes

Senior Director, Technical Support Resume Examples & Samples

Resource, organize, and facilitate a team of Support engineers in Japan to provide high quality, accurate and timely customer support
Actively participate in formulating Delivery strategy based on skillsets, set team/department objectives, and ensure they are met
Monitor and manage key metrics such as Productivity which will measure the effectiveness of the team in meeting key goals such as Customer Satisfaction, Customer Loyalty and Productivity. Continuously seek to improve processes and working practices to ensure that these goals are achieved, and that Salesforce.com remains at the forefront of the industry in the provision of customer service
Ensure differentiation of Support Delivery via our Premier Success, Mission Critical Success and other value-added services
Provide primary regional interface into support organization for other lines of business by establishing operational relationships within regional Customer Success, Partner and Services organizations
Act as an escalation point for high severity customer issues that arise from within the team; directly from customers; or from other salesforce.com functions. Actively engage in implementing and supporting the evolution of support delivery model via Service Cloud features and enhancements
Lead, organize and motivate the team to ensure that the highest possible quality of service can be provided to Salesforce.com customers in resolving technical issues
Responsible for coaching, mentoring staff including preparation of Individual Development plans and Creating a positive workplace with opportunities for the team
7+ years at the Management level, managing managers in addition to individual contributors, providing mission critical support to large enterprise customers
Flexibility, integrity and creative problem-solving skills are a pre-requisite to be successful in this role
Solid business sense, including experience with cost/benefit analyses
Experience developing and maintaining productive relationships across organizations to ensure that business initiatives are completed and business objectives are achieved
Must be passionate about delivering Industry leading Customer support, and thrive in a fast-paced environment

Senior Director, Technical Support Resume Examples & Samples

Leads, directs, implements, coordinates through first level directors or subordinate managers the operational activities for a significant and sizable function, geographic region, product line or technical discipline or multiple related functions products, geographic locations or technical disciplines. Develops and establishes operational policies, processes, programs and strategy for assigned area and requires detailed functional, operational expertise, in-depth company knowledge and overall business knowledge
Accountable for operational results in terms of customer satisfaction, expenses, budget, performance standards/metrics, services, programs and employees for assigned business area
Leads the development and implementation of all goals, performance standards/metrics and budgets for assigned business area. Works closely with Executive Management to develop effective strategies and programs to improve/enhance EMC ability to provide high quality cost effective support
Directs employees that perform similar or related tasks in a significant and sizable single function, geographic region, product line or technical discipline or multiple related functions, products, geographic locations or technical disciplines
Possesses operational command of the business

Director, Technical Support Resume Examples & Samples

Leading a global team with locations in Tel Aviv, India, Shelton and NYC
Develop tactics and procedures to support rapid and agile stability of the global ecommerce platform that supports +300 storefronts in the US, UK and Australia
Directly report to the Operations team; provide regular reports and solutions to the executives and other technical teams on system performance, platform health, merchant integration issues, application bugs and feature requests
Work closely with Product Management, R&D and Platform Integration teams on a regular basis to identify and build solutions and hotfixes for platform related issues/bugs
Participate in problem escalation and issue prevention projects and help the teams to increase efficiency with issue handling
Master’s degree in Business Management in Technology preferred
10 years’ work experience in engineering or application support in a SaaS or web company, supporting critical production environments
7 years’ hands on experience working closely with R&D(large enterprise product preferred), Technical Support and Dev Ops(good understanding of network and infrastructure)
5 years’ experience in managing multiple technical teams (Support/QA/R&D preferred) preferably in an ecommerce company

Director, Technical Support Resume Examples & Samples

Proven experience as IT leader and/or Technical Business Liaisaon
Experience in analysis, implementation and evaluation of IT systems and their specifications
Sound understanding of computer systems (hardware/software), networks, application implementation strategy etc
Experience in managing a technology related budget
Excellent organizational and leadership skills
Outstanding communication abilities
BSc/BA in computer science, engineering or relevant field; MSc/MA will be a plus

Assistant Director, Technical Support Resume Examples & Samples

Oversee learning technologies such as Blackboard, Kaltura, ProctorU, Smarthinking, Collaborate, etc
Coordinate, implement and maintain support resources and communities for online and off-campus students
Assist in researching emerging best practices to assure quality for online students and faculty
Research, coordinate and implement teaching-and-learning-with-technology workshops for faculty
Manage QM course review process
Assess distance education students’ perceptions of course and program quality, and use results to design training workshops for faculty as well as other staff who provide services to distance learners
Oversee support services to online and off-campus students. Ensure that fully online students are properly connected with support services (library, financial aid, Blackboard help desk, writing center, bookstore, DE support, ADA, and academic department)
Work on distance learning special projects
Supervise staff and student workers