Global Support Resume Samples

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Guide the recruiter to the conclusion that you are the best candidate for the global support job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

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C Nader

Cecilia

Nader

4783 Kunde Crossing

Chicago

+1 (555) 673 7157

4783 Kunde Crossing

Chicago

Phone

p +1 (555) 673 7157

Experience Experience

New York, NY

Global Support Engineer

New York, NY

Senger-Kuphal

New York, NY

Global Support Engineer

You have in-depth process & operations expertise in the areas of printing and packaging: packaging supply chain and packaging management processes
Assist worldwide Services with escalations
You assist worldwide Services with escalations
An Expert knowledge of WebCenter and working knowledge of Automation Engine. Knowledge of other Esko products is considered a plus
You are responsible for customer product feedback evaluation
Demo, Marketing and Sales project involvement
You are responsible for creation/maintenance/follow-up of all internal solution training programs

Boston, MA

Global Support Manager

Boston, MA

Bosco, Streich and Graham

Boston, MA

Global Support Manager

Overseeing the creation and maintaining of product defect tickets with Research and Development on behalf of customer issues
Comprehensive and current development plan in place for every employee
Management of daily activities of a defined team of Global Support Consultants
Leading or contributing to development of Global Support processes and procedures to drive effectiveness and efficiency
Attendance at regularly scheduled training events and “transfer-of-information” sessions with Research and Development
Reviews workload for Global Support Consultants, including coaching, advice, consultation and collaboration to ensure issues are progressing in a professional and timely manner
Provide effective personnel management including hiring, feedback, coaching, and development and rewarding, so as to maintain a high level of morale on the team

present

Los Angeles, CA

Team Lead Global Support

Los Angeles, CA

Schmeler-Mante

present

Los Angeles, CA

Team Lead Global Support

present

Regularly practices new or innovative development and Agile methodologies to focus efforts to improve results
Architects and designs lasting business application solutions in working with Project Managers and Business Analysts
Collaborating with your manager on building reports and dashboards used to communicate the status of Support/Customer objectives
Host and/or contribute to partner meetings including quarterly business review meetings to communicate the performance results
Proficient in working in all parts of the Salesforce application with significant awareness of potential cross-technology stack impact
Plans and directs the work of self and others by studies of design alternatives, problems and solutions
Utilizes modern agile and development methodologies such as continuous integration and test automation to achieve results with less effort

Education Education

Bachelor’s Degree in Computer Science

University of North Texas

Bachelor’s Degree in Computer Science

Skills Skills

General Software AG product knowledge, including basic functional understanding of all products in the assigned product line
Ability to engage at all levels independently, both internally and externally
Core knowledge/experience
Strong customer focus
Broad understanding of the functions of an investment management company to shape and enable service opportunities
Good business acumen understanding of procurement practices
Service business maturity
High level of commercial understating in a solutions and services context, including value vs. cost
Significant experience of working with 3rd party suppliers and internal providers
Core Skills

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Global Support Technical Systems Analyst Resume Examples & Samples

Oversees the implementation of a single project(s) on time, in budget and within requirements
Develops and maintains strong relationships with Business partners, sponsors, internal and external partners
Builds professional capability within the team in the discipline of project management
Support the standard within WMS for identifying and managing risk using the Risk Assessment template
Conducts project(s) in accordance with the RBC IT standard project management discipline and industry standard best practices including CMM
Business line(s)’ business strategy, needs and technology
Different programming languages (e.g. Java, C, HTML, VB, Visual C )
Middleware technologies (ex., XML, .NET)
Database (Oracle 8i, Oracle 9i, SQL Server)

Operations Global Support Liaison Resume Examples & Samples

Travel 20% annually
Minimum of two years related work experience in documentation & research, operations, and training
Bachelor’s degree in business or finance or related field or equivalent experience
Excellent analytical, probem-solving, interpersonal, verbal and writtent communications skills
Experienced with Microsoft Office products (Word, Excel, PowerPoint, etc..)

Team Lead-global Support Resume Examples & Samples

Support the Investment Operations production environment as a first priority
Manage a team that performs design, development, testing, and support of application databases in SQL Server and Oracle, several different transmission protocols, Informatica, Autosys, and BOXI
Perform troubleshooting analysis and resolution of critical applications and batch processes
Coordinate with vendors to troubleshoot and resolve issues
Coordinate and participate in testing for in-house and vendor developed software applications
Work closely with business users and other IT team members (located locally and abroad) to gather requirements, create detailed documentation, and develop and deliver solutions that automate their daily work
Participate in and/or lead both small and large projects, reporting progress and escalating issues in a timely manner in order to ensure deadlines and deliverables are met
Ensure the team understands and follows the best practices set forth by Investment Operations and Invesco project governance
Create and present accurate estimates of effort, costs and timescales for projects
Interact with key vendors to ensure their changes/improvements/upgrades meet client requirements and internal technology standards
Work with IT teammates to assess resource demands for the team and build Resource Utilization plans to forecast long-term resource demands
Work with IT teammates to ensure project dependencies are identified and managed to ensure availability when required by project timelines
Recruit, train, supervise, and evaluate staff
Lead, develop, and motivate staff through regular mentoring, training, communications
Ensure IT management and business stakeholders are kept fully up to date on progress
Minimum of 8 years experience working in an Information Technology environment
Experience working in the financial services industry (preferred)
Experience with a formalized software development lifecycle process
Experience writing applications and creating stored procedures utilizing Microsoft SQL server and Oracle DBMS
Experience with various transmission methodologies including, but not limited to, FTP, SDE, and NDM transmission protocols
Experience with Informatica, BOXI, and Autosys (preferred)
Knowledge of mutual fund industry, data and processes highly preferred
Exceptional troubleshooting and problem solving skills and strong business analysis skills
Ability to establish priorities, meet deadlines, and concentrate on detailed information in a fast-paced demanding work environment
The ability to cooperate in a team environment is critical

Manager, Global Support Engineering Resume Examples & Samples

Ensure standards of service are constantly being improved
Lead software development projects focused on service improvements
Work with cross functional teams to deliver high impact results
Actively own and drive the teams professional development

Global Support Utility Quality Service Analyst Resume Examples & Samples

The Quality Services team has responsibility for all aspects of the contact centre quality monitoring strategy, design of the coaching model, benchmarking, consistency and quality checking of coaching
The jobholder is directly responsible for the work requests assigned to him/her. This includes ensuring any issues are resolved and work is completed within agreed timescales
The jobholder may not be closely supervised so will be expected to exercise initiative in proactively overcoming obstacles to success. They will be expected to adopt a degree of flexibility in terms of working hours, location and travel
Understanding of call centre dynamics e.g. procedures, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements
Awareness of MS Excel functions
Understanding of call quality and call coaching tools and methodology
Effective communication with good inter-personal skills
Good judgment, decision making and problem solving skills
Good planning and organising skills
Ability to work in a team, and alone, with minimal supervision and act on own initiative
Navigating - Understanding the immediate business/function strategy and planning own activities accordingly
Aspiring – being ambitious about providing the highest standards of delivery
Driving – setting stretching goals for self
Mobilising – authentically engaging with team and colleagues to deliver at pace
Capability to understand & speak French &/or Cantonese is an asset

Dcis Wintel L Administrator for Global Support Resume Examples & Samples

Build and manage servers from the data center dock, through installation and turnover to Application teams
Improving problem management and stability within environments
Effectively collaborate with architecture, application development, requirements group, QA, testing and PMO teams
Manage trouble and request queues ensuring timely resolution
Monitor status of critical system services reporting performance and server health
Review, improve and approve technical work, to guide others and to teach
The candidate should have strong skills in at least one of each bullet points and knowledge of the others, as well as have a good understanding of Enterprise Architecture methodology
High work standards and high bandwidth for work
5+ years hands-on experience supporting: Windows 2003
3+ years hands-on experience supporting: Windows 2008
A solid understanding of networking/distributed computing environment concepts; understands principles of routing, client/server programming and the design of consistent network-wide file system layout
Ability to troubleshoot software/hardware configuration problems
Candidates with prior team lead experience preferable

VP Global Support & Customer Advocacy Resume Examples & Samples

Be the voice of the customer and help in building a world class organization our customers brag about
Build and lead a best-in-class global multi-tiered technical support and customer service organization in a high-growth, dynamic environment that that effectively supports ACTIVE Network products & solutions and verticals
Develop a comprehensive technical support infrastructure that includes all effective and efficient categories of support for ACTIVE Network customers and partners (i.e. multi-tiered dedicated technical support, international support, workforce management, Self-Help, and knowledge management)
Build global teams and 24/7 follow-the-sun technical support and services for mission critical IT Infrastructures across multiple geographies
Develop and implement a Technical Support Center of Excellence Program that provides industry leading end-to-end customer experience, service delivery efficiency, higher first-call resolution, decreases in escalations, improved customer satisfaction, loyalty, and retention rates, and overall performance gains
Deliver and continuously improve customer satisfaction and NPS scores with over 95%+ retention rate of customers
Lead support operations, business process optimization, and technology designs/redesigns, organizational transformation, and adoption of technologies to improve support services and increase ROI
Develop and implement a career matrix that includes growth opportunities, learning and development, and scalable growth

Global Support Data Analytics Analyst Resume Examples & Samples

Ability to analyze large amounts of data
Ability to perform root cause analysis
Strong problem solving and troubleshooting skills, especially around data acquisition, transforming data into information, and delivering information effectively
Advanced Knowledge of Microsoft Office Applications – Excel & Access
Prior experience working with SQL
SQL, ability to build code to query databases
Experience with TOAD & PL/SQL
Prior experience working with one or more of the following: Python or Powershell
Experience with developing reports in SSRS or Qlikview is a plus
Previous experience with designing and developing ETL processes *
Prior experience in a healthcare / insurance industry
Working knowledge of Metavance and Claim Administration System (CAS) systems

Global Support Escalation Specialist Resume Examples & Samples

The L2 support specialist is a recognized UCP expert and technical lead during UCP service request interactions. Primary areas of expertise shall include operating system, networking, compute and storage as it pertains to converged infrastructure and their use in Public, Private and Hybrid could applications
Develop and provide accurate and creative solutions for customer issues resulting in a timely distribution of knowledge and positive impact on customer satisfaction
Create and present to customers documentation on technical problems, troubleshooting steps, recommendations and action plans
Contribute to Technical Knowledge Base by creating tech tips, product alerts, and other content for the HDS Customer Portal
Develop and provide technical coaching and mentoring to other support center specialists
Participate in team projects that enhance the effectiveness of the global support center
Act as a product liaison for major products, working with other corporate departments and 3rd party developers to solve technical issues
Communicate with management team on “critical” issues requiring immediate attention
Stay current on emerging converged architecture and cloud technologies, the UCP development roadmap and other industry issues that impact Hitachi Data Systems solution positioning and troubleshooting
Attend on going training to keep technical skills up to date, particularly with respect to VMware, MSFT, Unix, Brocade FC/IP, Cisco FC/IP, Compute, Storage, and with converged infrastructure and application solutions
Able to perform shift work to include nights, weekends, and on-call standby. Shift rotations adjust based on primary need for the HDS customer base at any given point in time
Degree or equivalent formal education and/or working experience
A minimum of 5 years experience with a post-sales support of enterprise class solutions including servers, network, SAN, storage and virtualization technologies including installation, diagnostics, performance, and troubleshooting
A good knowledge of Public/Private/Hybrid cloud technologies
The candidate will have an aptitude for providing positive customer service and good communication, problem solving, and technical writing skills
Possess the ability to resolve issues and conflicts, as well as be able to take ownership when faced with challenging situations
Ability to relate and communicate effectively with client technologists and management when required
Ethical and honest in all respects
Willingness to travel to customer sites, other HDS offices, or training facilities when required
Willingness to perform shift work to include nights, weekends, and on-call standby. Shift rotations adjust based on primary need for the HDS customer base at any given point in time
Job is located in HDS San Diego support facility
Strong leadership, influencing, communication and interpersonal skills
Ability to collaborate and communicate effectively with internal and external customers, peers and within leaders
Strong applied technical knowledge of converged infrastructure architecture and virtualization technologies with relevant compute, networking, and storage experience
Strong preference for candidates experienced with one or multiple of the following: SAP, Oracle, VMware and MS Hyper-V
Highly proficient in written and spoken business English
Organized and adaptable clear thinker with a tolerance for ambiguity
Willingness to accept responsibility and take ownership when required due to circumstances presented
Able to establish and demonstrate technical credibility with customers and partners
Confident and self-reliant, but able to work as a team member, demonstrating clear commitment to team objectives

Internship Applications Global Support m/f Resume Examples & Samples

You are currently studying for a relevant university degree (preferably with focus on IT/Business)
You have a basic IT understanding and you feel comfortable working with various applications
You are fluent in English; additional French and/or German is an advantage
You have an excellent knowledge in Microsoft Office packages; Word, Excel and PowerPoint
You have excellent analytical, communication and writing skills
You are a self-starter but can follow instructions well when needed
You can translate your research findings into logical, structured text / graphs
You are curious, ready to invest a lot and eager to learn

PTL Global Support Team Specialist Resume Examples & Samples

Bachelor’s Degree plus ten years of experience preferred; High School Diploma plus fifteen years of experience can substitute for a Bachelor’s Degree
Minimum 5 years professional work experience in a military or government environment is highly desirable
Must have technical expertise in the technologies required for assigned team (e.g., software development, computer systems architecture, COMSEC, inventory and logistics, tactical tracking operations, RF network engineering, Integrated Broadcast System applications, Mission Management Center operations, and/or integrated protective security operations
Must demonstrate the ability to interact with all levels of an organization in a professional, diplomatic, and tactful manner
Must possess excellent writing and verbal skills
Must be proficient with Microsoft Windows operating systems and office automation software (e.g., Microsoft Office, SharePoint)

Global Support Resume Examples & Samples

Install, test, document, and troubleshoot Workforce Central software installations
Perform technical review of Workforce Central installations prior to customer go-lives. Will ensure that the servers are configured in accordance with best practices
Perform post go-live analysis of empirical data to ensure customer’s usage of the application and environmental footprint has remained aligned over time
Utilize existing tools available within Cloud Infrastructure to monitor performance KPI’s, interpret results, and recommend changes based on data analysis
Consults on designing system architecture and provides hardware recommendations
Drives efficiency and scalability through process, reporting, and automation where possible
Delivers technical application of service packs and upgrades when needed
Communicates effectively to both technical and non-technical individuals at various levels of customer organizations, as well as internally
Experience working with Workforce Central v7.x and v8.x in a technical capacity strongly preferred
Complex system architecture design experience
Excellent programming knowledge in PL/SQL and/or Oracle DB database structures
Demonstrated experience with performance monitoring tools
Experience with Installation, configuration and/or maintenance of SQL 2008/2012
Ability to take backup, restore, copy database from one server to another server
Working knowledge of Windows 2008 / Windows 2012 OS and troubleshooting
Ability to install, configure and troubleshoot of IIS
Previous experience with VMware (ESX and Workstation) technology
General knowledge of WAN and LAN network architecture - CompTIA Networking + equivalent
Experience with one or more of the following tools is preferred
SolarWinds
VMWare vRealize Operations
ExtraHop

Global Support Engineer CAM Resume Examples & Samples

Build up technical competences and provide training to the 1st. line organization in Esko and to our distributors so that they will be able to install, repair and maintain our CAM products. On top of this be able to give customer training
Give second line support when 1st line fall short. This includes reproduction of customer problems and hand over to R&D when needed
Translate customer needs and product/ quality improvements to R&D
Provide training to the 1st. line organization in Esko and to our distributors
Develop and maintain training material on our products in addition to write knowledge base articles
Give second line support when 1st line fall short and needs help and decide which action is required to resolve a critical issue when a remote solution is not possible
Be GS/ Customer service’ voice in R&D projects
You have good training skills (coaching, explaining, etc.). You will spend a lot of time by providing trainings to others. Therefore you must have strong communication skills
You are able to understand how our customers work and what their challenges are
You are structured, thorough and analytical
You have technical background - e.g. systems engineering
You can speak English fluently
You have or you are able to gain knowledge about our products in a fast way

Toolkit Development & Value Chains Expert for the National Adaptation Plan Global Support Programme Resume Examples & Samples

Participate in a 1-day inception workshop with an interdisciplinary team
Develop a toolkit for use by NAP-Ag countries in value chain analysis, mapping, and intervention design to assist them in integrating gender and climate change adaptation into national market development strategies
Design an accompanying training module
Design and conduct 1 training session in each of 3 selected countries
Draft a mission report for the 3 countries
A minimum of at least ten years of progressive experience in inclusive agricultural value chain development
Experience in addressing climate change and/or gender in the context of market development
Demonstrated experience in designing and facilitating tools and trainings on themes listed above for government officials and civil society and private sector representatives in developing countries
Demonstrated substantive experience in working with developing countries
Demonstrated experience working on policy and programmatic issues in multi-stakeholder processes that include national and local governments, private sector entities, and civil society organizations including community organizations
Experience or strong familiarity with the work of UNDP and/or other multilateral, bilateral and civil society development partners
Criteria 1: Master’s degree or above in gender, climate change, environment, sustainable agriculture, sustainable development or a related field - 15 points
Criteria 2: Demonstrated substantive experience (at least 10 years) in working with developing countries and undertaking policy and programmatic work, and designing and conducting trainings and participatory approaches, in the area of agricultural market development and gender or climate change - 25 points
Criteria 3: Experience/familiarity of adaptation to climate change, technical expertise, and analytical skills on issues related to gender, environment and sustainable agriculture, and value chains, with extensive research and documentation of stories and case studies - 20 points
Criteria 4: Demonstrated substantive experience in working with developing countries; and working on policy and programmatic issues in multi-stakeholder processes that include national and local governments, private sector entities, and civil society organizations including community organizations - 5 points
Criteria 5: Communication skills relevant to the position and experience in producing reports in English - 5 points
Personal History Form (P11), indicating all past experience from similar projects, as well as the contact details (email and telephone number) of the Candidate and at least three (3) professional references
A methodological note on the approach to this assignment (2 pager) as well as a brief description of why the individual considers him/herself as the most suitable candidate for the assignment
Duly accomplished Letter of Confirmation of Interest and Availability using the template provided by UNDP
Indicate available start date
Living allowance and terminals, should be identified upon the travel is agreed/approved by the supervisor and will be reimbursed by UNDP

Global Support Analyst HAT Resume Examples & Samples

Managing and coordinating all activities for the full life-cycleof in-scope incidents
Ensuring that all incident documentation is complete and accurate
Chairing bridge calls for effective coordination, incident resolution, and service restoration
Sending all incident notifications and updates
Coordinating efforts to achieve RCAs for all incidents
Delivering post-incident reports and RCAs to relevant parties
Working with the HAT Managerand other Team Leaders to compile reports and maintain documentation

Global Support Engineer Resume Examples & Samples

You are responsible for advanced troubleshooting
You give ‘Solution/integration’ support
You are responsible for creation/maintenance/follow-up of all internal solution training programs
You are involved in prerelease programs
You define internal and customer training needs
You are responsible for customer product feedback evaluation
You are responsible for Service documentation (Knowledge Base/Blog Posts/System Requirements)
You are subject matter expert for Blended Learning
You are involved in Demo, Marketing and Sales projects
You assist worldwide Services with escalations
You transfer knowledge to eSupport for more and better coverage of support cases
An Expert knowledge of WebCenter and working knowledge of Automation Engine. Knowledge of other Esko products is considered a plus
You have in-depth process & operations expertise in the areas of printing and packaging: packaging supply chain and packaging management processes
You have 4 years experience in training, support, QA or solution integrations
You have an excellent command of English. Knowledge of other languages is a plus

Global Support Specialist Resume Examples & Samples

Setup, configure, troubleshoot, analyze, and repair computer systems, hardware and computer peripherals
Assist in the support of servers and infrastructure equipment
Install and upgrade company standard software applications
Provide technical support to jobsite users
Supports and maintains user account information including rights, security and systems groups

Team Lead Global Support Resume Examples & Samples

3 years’ experience in related field. 3 + years tenure at EFI
Experience working with off shore teams
Strong cross-functional communication skills and team skills
Excellent interpersonal skills including courtesy, tact, and discretion
Can resolve conflicts and make sound decisions
You must be a team player very willing to be hands on
Ability to adapt to a fast-changing environment and work well under pressure
Experience providing support for a software manufacturer, within the printing industry is a plus
Ability to work well as part of a team and is self-directed
Ability to prioritize and schedule workload and work independently with minimal supervision
A history of building/leading highly successful teams to provide Support and deliver high quality solutions
Knowledge of conventional and digital printing processes
Excellent software computer skills (Windows Server) is a major advantage
Background knowledge of Digital StoreFront and/or DirectSmile technologies is a plus
A strong working knowledge of SalesForce.com CRM or other call tracking systems

Global Support Manager Resume Examples & Samples

The definition, implementation and continuous improvement of the global service support strategy including colleague engagement and enablement
The provision of IT services including hardware, networks and telephony
Accountability and oversight of the service performance across SLI’s global offices in UK & Europe, North America and Asia-Pacific
Incident and problem management globally following ITIL best practise
Provision of consumer IT services (e.g. desktop, laptop, printing, mobile, wifi, AV/VC support.)
Solutions Enablement to enhance colleague adoption of IT services and technology solutions
Vendor management of 3rd party partners providing IT services
Seasoned leader with extensive operational management experience
Proactive strategic leadership and experience of overseeing global service delivery in a matrix model
Expert understanding of ISO20000 and ITIL principles
Significant experience of working with 3rd party suppliers and internal providers
Good business acumen understanding of procurement practices
Proven record of demand management and dealing with conflicting priorities
High level of commercial understating in a solutions and services context, including value vs. cost
Broad understanding of the functions of an investment management company to shape and enable service opportunities
Core Skills
Leadership and motivation
Team and stakeholder management
Compliance and policy understanding
Ability to engage at all levels independently, both internally and externally
People and performance management

Controller, Global Support Functions SBS Resume Examples & Samples

Bachelor’s degree in Finance / Accounting from an accredited four-year college or university
2-5 years of Accounting / Finance experience, including public accounting and / or forecasting
Business partnering experience
Change agent who can propose, lead and drive changes
Motivated to grow in career #LI-SA

Manager, Global Support Resume Examples & Samples

Management duties include the supervision of exempt and/or nonexempt level staff. This includes but is not limited to, conducting performance evaluations, approving paid time-off (PTO), assigning or delegating work, providing on-the-job training, giving guidance to staff, conducting performance improvement plans, taking disciplinary action, and interviewing candidates for open positions
Manage customer interactions by coordinating communication internally and externally and directing issues to resolution
Contribute to process and infrastructure improvement
Proven track record in managing and developing employees
Ability to work in a dynamic, matrix-managed environment across local, regional, and global offices
Knowledge of common support center metrics and ability to manage teams to key performance indicators
Strong focus on customer satisfaction
Experience managing advanced enterprise customer situations relating to Support and System availability
Must be able to relay complex technical issues to a wide range of audience
3 years management experience in a customer service role
BA/BS or equivalent

Global Support Engineer Resume Examples & Samples

Advanced troubleshooting
‘Solution/integration’ support
Responsible for creation/maintenance/follow-up of all internal solution training programs
Prerelease programs
Definition of internal/customer training needs
Customer product feedback evaluation
Service documentation (Knowledge Base/Blog Posts/System Requirements)
Subject matter expert for Blended Learning
Demo, Marketing and Sales project involvement
Assist worldwide Services with escalations
Transfer knowledge to eSupport for more and better coverage of support cases
4 years experience in training, support, QA or solution integrations

Global Support to Nbsaps Resume Examples & Samples

Prepare an e-learning script (model and template will be provided)
Prepare a brief guide (approximately 24 – 36 pages), which may include photos, maps and other freely sharable media
Identify and collate relevant training materials with due consideration for applicable copyrights (as the materials will be in the public domain)
Facilitate a four to six-week massive open online course for a global audience of interested NBSAP stakeholders; and
Liaise with the Activities Coordinator and UNDP-GEF EBD Senior Technical Advisor responsible for the NBSAP / BD EA portfolio to: (i) identify relevant case studies from across UNDP’s network (key focus on the UNDP-GEF portfolio) for the subject matter of the theme in question; (ii) build a brief argument as to why the case study is relevant (e.g. by making explicit the linkages to priorities in UNDP’s new Strategic Plan, to NBSAPs, ABTs or other relevant policy document or process); and (iii) using a specific template to be provided, fill-in key information on the case study
At least five years of work experience with professional and/or academic specialization in issues of biodiversity management and the assignment topic (max. 15 points)
At least three years’ experience in capacity building and training, preferably with adult learners (max. 15 points)
Experience preparing educational guidelines, lessons, webinars, online courses, publications or materials. Please provide a link with 2 examples of previous related work (max. 15 points)

Global Support Manager Resume Examples & Samples

Management of daily activities of a defined team of Global Support Consultants
Reviews workload for Global Support Consultants, including coaching, advice, consultation and collaboration to ensure issues are progressing in a professional and timely manner
Maintain proper level and coverage of technical and soft skills so as to ensure a high level of customer satisfaction with the Global Support Manager team’s services by identifying training requirements based on staff feedback and observation, arranging training sessions with the relevant development personnel, and assisting in or independently delivering internal training
Re-assigning of escalated issues that are particularly complex or high-priority to appropriate resources
Specialization in a specific product line
Ensure consistently available depth of product line skills for Global Support Consultants and customer coverage
Oversee & report on installation testing as these products move through the product release cycle
Drive resolution issues with R&D during the product problem resolution cycle
Define and report product supportability and readiness issues during the product life cycle
Driving production of high quality knowledge for self-service and re-use by internal and external customers
Ensures and reviews technical diagnosis, investigation/problem reproduction and resolution of Support Incidents submitted by customers, consultants, and partners
Ensures regular and concise communication of case status to Support Incident contacts
Overseeing the creation and maintaining of product defect tickets with Research and Development on behalf of customer issues
Periodic Support Incident summaries and participation in conference calls for customers with high-priority issues
Attendance at regularly scheduled training events and “transfer-of-information” sessions with Research and Development
Attendance and participation at regular departmental meetings
Leading or contributing to development of Global Support processes and procedures to drive effectiveness and efficiency
Writing and/or reviewing technical articles and FAQs for customer self-service and re-use
Conducting personal research, learning, and experimentation in order to improve technical and soft skills on the relevant product line(s), related technologies and support processes/methods
Ownership and management of customer satisfaction for the Global Support Managers team, including performing root cause analysis and corrective action
Comprehensive and current development plan in place for every employee
Ensure appropriate team contributions to general knowledge pool (e.g. communications, Knowledge Base, training development and delivery, etc.)
Effectiveness of regularly scheduled 1-1’s and team meetings
Effectiveness of informal and formal reviews of team members
Provide effective personnel management including hiring, feedback, coaching, and development and rewarding, so as to maintain a high level of morale on the team
Service business maturity
General Software AG product knowledge, including basic functional understanding of all products in the assigned product line
Project management experience (coordination of resources)
Awareness of application design and product development
Trouble-shooting expertise
Enterprise-level data processing industry awareness
Awareness of, or expertise in, several vertical market areas
Competitive awareness
Understanding of management fundamentals
Must possess a superior level of interpersonal and customer relations skills. Must be able to interact, present and negotiate at senior and executive management levels in both written and verbal communication
Must be able to manage conflict and have excellent facilitation skills
Must be able to work independently, with some direction by senior management as needed, while balancing multiple competing priorities
Must be able to build and maintain trust and credibility with a wide range of people, technical and management, Software AG and customer

Finance Partner Vx Global Support Functions & Global Commercial Resume Examples & Samples

5-10 years experience
Fluent English and French
Driving the development and preparation of all financial requirements, including the annual budget and forecast processes, strategic long range forecasts, and measurement of actual expenses vs. these plans, key risk identification and ensuring all key business strategies are financially sound
Establish strong business partnerships with functional senior management and budget owners, and leverage this strong relationship to identify synergies, efficiencies and raising challenges to meet business objectives and mitigate risks
Actively contribute to the delivery of overall financial and functional performance through rigorous analysis of trends and forecast
Drive alignment with corporate global support functions and regional Finance Directors on G&A cost allocation to Vx segment
Close collaboration with corporate global support functions Finance Partners and the Vx consolidation team to ensure report integrity on both actuals and forecast between different reporting systems (Bison, WebI, etc)
Drive design of organization to maintain competitive cost basis through benchmarking

Support Technician Global Support Resume Examples & Samples

Resolve customer issues by applying EFI system knowledge and communicating via phone, web portal, and email
Enter and update all client interactions into customer support system
Report system deficiencies uncovered during issue resolution
Assist in developing and maintaining new and existing support tools and knowledge database
Assist in recreating product defects for resolution
Understand table structure of application software to assist clients in report writing questions
Maintain complete understanding of support tools used for issue resolution

Global Support Function Manager for Finance Resume Examples & Samples

Finance or business degree and Professional qualification (e.g., ACCA, ACA, CIMA, CPA, MBA)
Financial management experience in a commercial environment
Demonstrated proficiency in financial model analysis, evaluation, forecasting, strategic planning and decision making
Experience working with multi-national teams across multiple countries
Strong self-organisation with the ability to prioritise multiple tasks, where appropriate drawing upon effective project management skills
Ability to effectively use negotiation and conflict resolution skills
Strong communication skills with the ability to interface effectively with colleagues and stakeholders at multiple levels in the business unit
Good interpersonal skills evidenced by the ability to create a network of key partners within Finance
Strong team building skills
Excellent computer skills including Excel, Word, PowerPoint
Evidence of understanding of systems and processes as they affect the financial results (BISON, SAP, JDE, etc)

Team Lead Global Support Resume Examples & Samples

Architects and designs lasting business application solutions in working with Project Managers and Business Analysts
Takes end-to-end responsibility for the design and efficient high quality delivery of multiple major Salesforce business application components
Plans and directs the work of self and others by studies of design alternatives, problems and solutions
Effectively mentors and guides less experienced individual contributors and offshore contractors within their team
Regularly practices new or innovative development and Agile methodologies to focus efforts to improve results
Proficient in working in all parts of the Salesforce application with significant awareness of potential cross-technology stack impact
Utilizes modern agile and development methodologies such as continuous integration and test automation to achieve results with less effort
Consistently delivers on customer expectations by producing high quality applications quickly and efficiently
Willing to work beyond comfort zone
Results driven and action focused
Fosters a culture that stimulates innovative and creative approaches to solving problems
Understand current and future business goals and ongoing IT issues to ensure business success
Coordinate with other Technical Leads on complimentary work streams Must have experience with onshore-offshore model
Must be available a minimum of 3 -4 days a week from 3:00PM – 12:00AM IST to overlap with US staff hours
Knowledge of Agile methodologies
Knowledge of creating and maintaining user-friendly technical documentation
Salesforce certifications are a plus
Certified Scrum Master a plus

Global Support Center Engineer Resume Examples & Samples

Serves as an internally recognized specialist who applies, analyzes and interprets a variety of standard theories, concepts, methods, and techniques to a wide range of issues within a single technical area using imaginative as well as practical solutions
Provides technical support to local customer support team including diagnosis, troubleshooting, and repair support action plans
Uses established escalation and service management processes to provide timely responses to field situations where first-line and second-line product support has not been able to isolate or fix problems in malfunctioning EUV light source equipment
Reports design, reliability, and maintenance problems or bugs to system/software engineering and assists in problem communication and solution implementation to integrator operations/regional support personnel
Provides support to customer where the product is highly technical or sophisticated in nature
Provides support and adheres to corporate processes associated with new product introduction, released products, quality, technical service reporting, field service communications, etc
Collects data and provides data package to engineering project team so that design, reliability, maintenance problems or bugs can be addressed and permanently fixed. Assists in problem communication and solution implementation to direct customer support team personnel
Provide input and trigger internal processes improvements within the department to enhance productivity
May be involved in new product introduction support team to train, prepare, and help local customer support team with successful new product launch at customer sites
Works in early or late shift as assigned. Needs to support on call duty (weekdays and weekend) on rotational bases
In depth knowledge of MS Word, Excel, PowerPoint, and Outlook
Basic knowledge in utilizing design engineering tools including the capability of statistically analyzing data and reporting it in graphical formats (trend charts, CpK, Control Charts, Gauge R&R Studies)
Requires experience using one or more of the following software packages/language: Excel, Project, LabView, Matlab, Python
Must have a combination of and/or significant strengths in electronics/electrical engineering, software engineering, mechanical engineering, optical engineering, or physics
System performance related data analysis, system troubleshooting, and applied technical problem solving skills are essential
Ability to define problems statement, collect data, establish facts, and draw valid conclusions
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
Ability to interpret complex situations as required and developing appropriate action plans
Must have significantly contributed to the successful completion of one or more projects
For regions - oral and written English language skills required
BSEE with a minimum of 4 years or BSME with a minimum of 3 years of experience with utilizing, maintaining, and troubleshooting semiconductor photolithography equipment, or equivalent experience in diagnosing, troubleshooting, and providing customer service on large scale complex manufacturing equipment
ASEE with a minimum of 8 years of experience related to maintaining and troubleshooting Semiconductor Photolithography Equipment that utilizes EUV or DUV light sources
Applied technical support/field service experience in semiconductor photolithography/semiconductor fab environment is highly desired
Data analytical skills with complex industrial systems for diagnostic and troubleshooting
Language skill: oral and written Korean, Chinese, Japanese language skills are pluses
The employee may occasionally lift and/or move up to 50 pounds
Domestic and International travel based on business needs (~25%)
Can observe and respond to people and situations and interact with others encountered in the course of work
Can learn and apply new information or skills
Responsibilities include periodic travel to regional and overseas sites for product technical support and special support projects
Work includes onsite technical support may involve heavy lifting of equipment & modules up to 50 pounds
Time requirements include on-call 12x6 support for field and integrator operations
Position will require technical work activity in a clean-room production environment and/or laboratory setting
Must be able to work in small, confined spaces

Senior Global Support Manager Resume Examples & Samples

Market and Sales enablement
Customer advocacy
Monitor sales pipeline activity to ensure Customer Support is a key enabler for all active sales activity
Represent EPS Support at all relevant customer-facing events for their region(s)
Work with the Global Support Director EPS and the segment operations lead in establishing support set up for new and emerging territories and markets for the EFI software business
Ensure the ongoing training, education and expected professionalism of the support team members vis-à-vis the organization needs
Work with the Global Support Managers and segment operations leads, to handle customer escalations as required, in accordance with the defined processes
Drive regular proactive communication and expected to build relationships with the customer base, both directly and through the Global Support team
Work with the Global Support Managers for EP&C, to provide a complete and concise Monthly Operations Review (MOR), with four areas of focus
Extensive market-specific domain expertise and experience, either as a customer or a vendor in the Packaging and Corrugated space
Post-secondary degree, or diploma with relevant experience in one of the following disciplines
Direct management experience
Demonstrated technical, component or workflow proficiency with EFI’s Enterprise Productivity Software
Proven experience and results in a very fast work pace
Experience and success working in a matrixed organization
Proven experience to collaborate across functions and geographies
Superlative organizational and interpersonal skills
Confidence in talking direct to client contacts at all levels
Highly self-directed - ability to identify issues with component or personnel and take action to resolve
General computing skills, including email and internet based navigation
Fluency (verbal and written) in at least one of the following languages: English, French, Dutch, German or Spanish, with any additional languages considered highly preferable

Senior Manager, Global Support Resume Examples & Samples

Manage, mentor and educate all three teams and EnerNOC stakeholders
BA/BS, with a degree in a quantitative/analytical field (Physics, Chemistry, Mathematics, Computer Science, Operations Research, Engineering, Statistics) or another field with demonstrated ability to work with and derive insights with technology
3-5 years of experience in management and relevant business experience
Deep analytical expertise with operational metric reporting experience
Strong desire to learn new technologies
Demonstrated ability to work independently and in a team-driven context
Self-motivation and the ability to work in a fast paced, forward moving environment
Ability to introduce new concepts into an existing process
Attention to detail and an inquisitive nature
Excellent problem-solving and organizational skills
Excellent time management skills and ability to balance conflicting priorities
Ability to manage high stress situations calmly and effectively
Industry expertise and the ability to succeed at a technology enabled service provider
Prior experience with customer service
Prior experience with application management
Prior experience with process improvement and controls
Prior experience with project management

Global Support Specialist Resume Examples & Samples

Assist in the support of servers and infrastructure equipment. Install and upgrade company standard software applications
Provide technical support to jobsite users. Supports and maintains user account information including rights, security and systems groups
Has knowledge of commonly used concepts, practices, and procedures within the help desk, desktop support, and LAN/WAN fields
Excellent presence and communication skills both oral and written
Ability to work well alone and as part of a team. Be able to adaptable to changing situations and flexible with schedule
Ability to keep up in an extremely fast paced environment
Ability to learn quickly, strong troubleshooting skills, and pass that knowledge onto your peers
Good Customer Service Skills
Must demonstrate good work ethic and willingness to learn
Builds team effectiveness skills within own work team
Ability to manage multiple priorities and follow through to completion
US Citizenship is required
Windows 2003 Server Administration / Active Directory Management / VoIP experience
BS degree in computer science or related degree preferred
Typically has 3-6 years relevant experience