Lead, Technical Support Resume Samples

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A Ritchie

Arvilla

Ritchie

7037 Jaskolski Knoll

San Francisco

+1 (555) 145 3030

7037 Jaskolski Knoll

San Francisco

Phone

p +1 (555) 145 3030

Experience Experience

Detroit, MI

Lead Technical Support Rep

Detroit, MI

Daniel Group

Detroit, MI

Lead Technical Support Rep

Coach and mentor individuals on a day-to-day basis, identify performance issues, and consult with manager on areas for potential improvement
Assist in provide focus for team members in accomplishing goals and objectives
Contribute to annual performance review decisions, in collaboration with manager
Coordinate outage bridges and provide escalation and notification of maintenance and outage activity
Serve as a point of contact for onboarding new applications and tools; and take on new work as assigned
Monitor and direct resources to ensure SLA and escalation criteria are met and customer's service requests are processed as quickly as possible
Participate in the interviewing process; and evaluate and help select internal and external talent

New York, NY

Team Lead Technical Support

New York, NY

Kuvalis and Sons

New York, NY

Team Lead Technical Support

Assists operational objectives, to improve existing processes, efficiencies, customer satisfaction, and reduce costs
Research and recommend innovative, and where possible automated approaches for system administration tasks. Identify approaches that leverage our resources and provide economies of scale
Focus on Process Improvement and Establishment
Create, change, and delete user accounts per request
Improve and maintain installation and configuration procedures
Involved in developing Knowledge Base
Investigate and troubleshoot service tickets raised from HP Service Manager/Service Now

present

Boston, MA

Lead Technical Support Engineer

Boston, MA

Bins-Kreiger

present

Boston, MA

Lead Technical Support Engineer

present

Provides technical assistance to customer inquiries while adhering to established
Provide technical assistance to Citrix customers over phone and email
Provide support to engineering teams working on Drive system upgrade projects
Publishes articles on complex technical support issues in Citrix's online knowledgebase, reviews others' articles, and contributes on internal forums and distribution lists
Works independently to perform advanced problem analysis and isolate problems of high complexity
Provides technical assistance on the Citrix Networking product to customers of large size, scope, and/or political complexity - via phone, email and/or remote access
Provide technical support for new unit installation / startup and other outage work scopes

Education Education

Bachelor’s Degree in Mechanical

Emory University

Bachelor’s Degree in Mechanical

Skills Skills

Good knowledge of a specific component of CSG’s business. Ability to handle multiple tasks simultaneously
Excellent communications skills – both verbal and written. Able to communicate at all levels effectively
Good understanding of complex software system architecture and operation
Able to work effectively under pressure, coupled with analytical and practical problem solving abilities
Qualified to be a TSA Specialist
Supervise team of 2 or more, develop and lead the team to meet their objectives and customer SLAs
Thorough understanding of CSG products/solutions will be an advantage
Might have the responsibilities of a TSA Specialist
Experience working with and implementing industry standards
7-10 years of work experience in software industry or related fields

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15 Lead, Technical Support resume templates

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Team Lead Technical Support Resume Examples & Samples

Leads tech support staff and the activities associated with the identification, prioritization, and resolution of reported problems
Assists operational objectives, to improve existing processes, efficiencies, customer satisfaction, and reduce costs
Involved in developing Knowledge Base
Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements
Influence and maintain system standards
Create, change, and delete user accounts per request
Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities Configure / add new services as necessary
Supervisory or Team Lead experience along with minimum 6 year’s System administration experience
Experience of LAN networking, in particular C7000 Enclosures
Experience in supporting multiple OS environments
Experience in data center operations
Service Now knowledge is a plus

Lead-technical Support Representative Resume Examples & Samples

You will be required to answer calls/stay available for answering calls for the entire duration of the given shift
You will be require to answer frontline voice calls from IBM's high value/critical business customers to create incident tickets
Require to handle inbound calls for issues reported for IBM software products (primarily) and extend L0 ticketing and routing support to them
KPI target parameters include CSAT scores, Routing accuracy, Quality and Language proficiency scores etc
Unparalleled Listening and Comprehension capabilities
Proven service industry front line experience with handling high value/critical customers
Comfortable with using a keyboard to capture important details on a call for documentation
Must have ability to work with a team
At least 36 months of similar experience in the service industry with the ability to handle the customers from across the globe (primarily United States)

Lead-technical Support Representative Resume Examples & Samples

You will be involved in solving technical query & Trouble shooting
Perform initial problem determination (Level1) in support of contracted scope of services with related hardware, software and services support as specified in the contract schedule
You will be required to coordinate on Severity issues and arrange for respective stakeholders for reported incidents
Identify focal for the effected Applications and Functionality and arrange for the resolution
Assist in End to End Problem, Change and Incident Management
1 to 5 years of relevant work experience
IT Trouble Shooting: Basic Knowledge
Proven computer skills
Proven communication skills

Team Lead Technical Support Resume Examples & Samples

Defines Innovative Solutions
Minimum 5 years related experience in Data Center or Multi-Tenant Environment
Good working knowledge in Cisco ASA Firewalls
Good working knowledge of F5 Networks Load Balancers LTM/GTM
Strong background in Cisco Catalyst and Nexus Switch Platforms
Ability to define support processes and procedures
Ability to Use Visio fluently to define accurate logical flows of the network infrastructure

Lead-technical Support Representative Resume Examples & Samples

Apt in Problem-Analysis
Ability to handle pressure situations
Resilience & Flexibility
Learning and knowledge enhancement
Interpersonal Skills and Teamwork
Exposure of working on monitoring tools

Lead Technical Support Engineer Resume Examples & Samples

Bachelor's Degree in Engineering from an accredited university or college
Minimum of 5 years of experience with GE Drive systems
Master's Degree in Engineering
Minimum of 10 years of experience within an engineering environment
Practicable working knowledge of Automation and Dynamic Positioning application software
Effective team building and problem solving abilities
Able to interface effectively with all levels of the organization and external customers
Familiarity with a variety of engineering areas
Understands business objectives and drives specific tasks required to meet the objectives
Understands GE's products, capabilities and limitations in sufficient detail to be able to develop offerings that meet customer needs
Displays good interpersonal skills – is accessible and approachable
Anticipates customer needs and ensures they are met
Measures processes and performance through the customer's eyes
Communicates messages clearly and concisely
Can energize teams through inclusiveness and connection with people
Builds loyalty and commitment

Lead Technical Support Engineer Resume Examples & Samples

Bachelor’s degree from an accredited university or college (or a high school diploma/GED with at least 4 years of experience in an engineering position)
At least 3 additional years of experience in an engineering position
Additional experience in an electrical or mechanical industrial apprenticeship is preferred
Bachelor’s degree in Mechanical or Electrical, Electronics and automation Engineering is preferred
Ability to analyze technical processes
Six Sigma Green Belt certification is preferred
Ability to make quick decisions in order to adapt to any situation
Quality awareness and ability to identify future failures, defects, and problems
Large rotating equipment experience
Knowledge of related product support activities
Ability to motivate support groups and convey urgency in customer needs and concerns

Team Lead, Technical Support Resume Examples & Samples

Responsible for the supervision of staff and supervisory coverage during the shift
Evaluates individual performance and conducts performance discussions to keep everyone on track
Ensures the service level agreements are on target
Submits period reports on metrics/KPIs/Dashboards to determine performance against the SLAs of the team
Act as back up to provide technical support to Avocent products when the volume is high
Escalates issues to engineering and product owners whenever needed
Performs staffing projection complementing work volume growth and forecast and make necessary proposals to business unit
Plans, assigns and directs work to the employees in cooperation with the supervisor or manager to manage workload and projects
Trains new hires and ensures that they have sufficient knowledge and skills before going live or performing their work alone/independently

Senior / Lead Technical Support Engineer Resume Examples & Samples

Heavily focused on OEM and End-User support
Ability to speak with authority on DOE & EPA regulations and impacts
Application Reviews at OEM's and within Emerson
System troubleshooting

Lead Technical Support Analysts Resume Examples & Samples

Advise and assist users in problem solving activities using information center tools
Resolve complex application problems immediately
Interact with other areas to restore service and/or identify and correct problems
Perform routine duties to operate computer console, monitors, and peripheral equipment. Lead Technical Support Analysts determine corrective action by following documented instructions
Exhibit advanced problem solving skills and techniques
Use computerized systems for tracking, information gathering
Handle situations which may require adaptation of response or extensive research according to customer response
Utilize hardware and software tools, identify, and diagnoses problems and factors affecting all DST Applications
3-5 years experience with first level problem determination via phone, and email in an enterprise level environment
Experience in a client facing role
Self motivated and willing to learn
Strong ability to problem solve
Security+ certification would be a plus

Lead Technical Support Rep Resume Examples & Samples

Monitor and direct resources to ensure SLA and escalation criteria are met and customer's service requests are processed as quickly as possible
Assign and oversee ongoing activities, tasks, and/or project responsibilities of assigned team members
Assist in provide focus for team members in accomplishing goals and objectives
Coach and mentor individuals on a day-to-day basis, identify performance issues, and consult with manager on areas for potential improvement
Contribute to annual performance review decisions, in collaboration with manager
Coordinate department administration, e.g.,employee shifts and timesheets
Participate in the interviewing process; and evaluate and help select internal and external talent
Train and mentor new hires entering the Service Desk environment; and existing team members as changes occur within supported or new
Assist Process Analysts in identifying, creating, documenting, and sustaining repeatable processes
Serve as a point of contact for onboarding new applications and tools; and take on new work as assigned
Conduct administrative reporting and document maintenance
Apply intermediate-level technical support and functional knowledge
Apply company policies and procedures to resolve standard and, occasionally, non-recurring issues
Coordinate outage bridges and provide escalation and notification of maintenance and outage activity
Bachelor's degree in Computer Science, IT, or equivalent demonstrated IT work experience in an IT Service Desk/Help Desk/Support capacity
Prior experience in a Lead Support capacity
Exceptional customer services skills along with a strong work ethic required
Excellent communication skills, both written and verbal are critical to the success of the position
Strong troubleshooting skills are a must
Incumbent must thrive in a fast paced, evolving environment
Candidate should be able to work non-standard business hours. Hours are 4pm - 1am
Demonstrated experience in Windows and/or Mac based software applications
Mobile device support
Professionalism and a steadfast customer focus required
Ideal candidate would be a Self Starter interested in sharing their insight and experience in an effort to build a World Class IT Service Desk
Basic understanding of ITIL concepts (Service Desk, Incident Management, Problem Management, and Change Management) would be beneficial
Certifications a plus

Lead Technical Support Assista Resume Examples & Samples

Responsible to ensure customer delight for Honeywell by responding to customer inquiry with first time resolution
Able to operate PC based programs in a Windows environment
Displays effective problem solving skills
Demonstrates effective use of soft skills – listening, probing and questioning
Graduate from a reputed Institute B. Tech Preferred

Lead Technical Support Engineer Resume Examples & Samples

A BS in Computer Science, Information Technology, or similar program
2+ years’ management or supervisorial experience leading a technical engineering team
5+ years’ experience working in enterprise-level technical customer support
3+ years’ experience with Linux operating systems, particularly with networking and system administration
5+ years of experience with LAN configuration, Internet protocols, server applications, and related troubleshooting tools
Knowledge of compressed and uncompressed digital video and audio standards, especially around H.264 and MPEG-2 technologies
Familiarity with one or more Linux-based scripting language (e.g., Perl, Ruby, Bash, Python)
Excellent hardware and software problem-solving skills and ability to navigate challenging situations in a professional manner with minimal guidance
Ability to effectively gauge customer impact and temperature to prioritize issue investigation
Ability to multi-task and quickly shift focus throughout the day depending on priorities
RESTful web API
CentOS or RedHat Linux distributions
MySQL, PostgreSQL, Apache, SNMP, Wireshark, MPEG Transport Stream analyzers
Adaptive streaming technologies (e.g., Apple HLS, Adobe HDS, Microsoft Smooth, MPEG DASH)

Lead Technical Support Engineer Resume Examples & Samples

Bachelor’s degree preferably in Computer Science, Information Systems or Life Sciences
2 - 4 years SQL Server specific training/work experience
3– 5 years experience working in a regulated environment
Experience in the Pharmaceutical/Healthcare/Clinical industry a strong plus
LI-AM1

Lead Technical Support Specialist Resume Examples & Samples

Bachelor’s Degree in mechanical, electrical, chemical, aerospace, marine or industrial engineering from an accredited college or university
Minimum of 8 years of professional technical experience
Minimum of 4 years of technical experience in wind turbine or equivalent complex industrial equipment
MS in mechanical, chemical or electrical engineering from an accredited college or university
Strong technical analysis skills (ability to propose physics based models and validate them with data analysis)
Prior experience with GE control systems
Green Belt certified or equivalent Quality training
Willingness and ability to make decisions and to accept responsibility
Strong quality awareness and ability to identify future failures, defects and problems
Willingness and ability to work with multicultural teams, strong team player
Willingness and ability to work within structured work methods
High flexibility and motivation
Willingness and ability to climb turbines when necessary, ability to work at heights
8D methodology training or experience

Senior Lead Technical Support Engineer Resume Examples & Samples

Provides team supervision. Tracks performance and monitors metrics
Take part in interviewing candidates. Trains and mentors new or experienced team members
Escalation point for customer complaints
Resolve unique and complex issues independently, and provides technical expertise to others
Authors new or update existing Knowledge Base articles
Continually streamlines or automate daily tasks and processes, ACD coverage, and queue management
Subject Matter Expert for multiple product/services. Works closely with engineering and product management to provide feedback
Responsible for providing support for highest tier and support level customers
Partners with customers to plan, execute and communicate proactive support work
Partners with and collaborates with other organizations within Akamai, such as Product Support Group, Engineering and Incident teams
Bachelor’s Degree in computer science or related field
Minimum 8 years of experience in technical support, engineering, IT, project management
Minimum 5 Expert knowledge of internet and network protocols (TCP/IP, HTTP/HTTPS, DNS) and tools
Expert knowledge of web programming (Perl/shell scripting,Javascript, ASP, JSP) and content delivery or media technologies
Experience supporting LDAP, Active Directory, SSO, SAML
Strong relationship building skills, can positively influence the actions of others and works as a team player

Lead Technical Support Assista Resume Examples & Samples

Customer Orientation – call scenario
Knowledge of Supply chain
Should be willing to work in night shifts
Graduate in any discipline
Min 1 year experience in Technical Support process

Lead Technical Support Engineer Resume Examples & Samples

Clearly documents issues and resolutions in CRM system, and ensure proper customer engagement as per defined processes
Exhibit excellent verbal and written communication skills
Assess the severity of cases reported by customer and acts accordingly following the established guidelines
Demonstrates good judgment of when to test changes, and when to stop and analyze key data before proceeding. Is able to define when to engage and collaborate with proper vendors
Provides timely status updates to internal and external Customers
Keep customer's best interest as central point of focus and regularly receives high satisfaction ratings from customers
Candidate should have a working knowledge of emerging mobile device management solution
Demonstrate proficiency in installation, configuration and support of Mobile Device Management (MDM)& enterprise level mobility solution
Demonstrate proficiency with the configuration and support of iOS, Samsung/ Android and Windows mobile devices
Experience installing, configuring and supporting Windows Server and Active Directory/LDAP
Understanding of Linux OS from a day to day work prospective
Understanding of SQL database management & Network Layer including VPN Technology
Hands on Experience Citrix products like Netscaler Storefront & XenApp/XenDesktop
Identifies internal Citrix Support sites for documented technical issues
Demonstrates consistent and efficient use of CRM and phone systems, and knows how to effectively escalate problems with them
Demonstrates use of and awareness of external resources (such as Sites, tools..etc) for customer support issues
Demonstrates the ability to achieve and maintain targeted goals such as number of calls answered, number of cases closed or resolved, etc
Demonstrates a sense of ownership, ensuring smooth and efficient case handover to other teams or other engineers when appropriate
Reviews progress of own performance and tasks regularly and often
Reviewing KB articles submitted by other engineers
Participates regularly in advanced technical training offered by Citrix related to their product area of focus
Perform frequent technical review of team’s backlog

Team Lead-technical Support Resume Examples & Samples

Assist Support Manager in day to day operations and perform management duties
Provide direction, guidance, mentoring and instructions to a team of TSEs
Assist with providing coaching for any technical/non-technical training required
Effectively manage customer escalations
Maintain ownership of issues/escalations until resolution including coordinating resolution with other teams as needed and setting customer expectations accordingly
Identify improvement opportunities and drive process changes as required
Handle Support related projects as prescribed by the management
Act as a leader within the Support Operations team by instilling customer service culture, monitoring the call queue, ensuring staffing levels, being an advocate for the team, but also an extension of management
Participating in Associate on-boarding , mentoring and on-going training, including identifying areas for on-going technical and non-technical training for the team
Monitor and analyze daily, weekly, monthly, and YTD stats for Support team to be able to report progress and provide suggestions on trends and solutions
Collaborating with other areas of the business regarding Customer Operations issues and processes
Ensure appropriate staffing levels and manage schedules to ensure optimal coverage
Identifying areas for on-going technical and non-technical training for the team
Acting as a resource to Management and other departments, as needed
Assist with improvement projects and other duties as assigned
Bachelor’s degree in information systems, computer science or engineering additional plus
Functional and Technical expertise in any of the SumTotal Core suite products
Strong customer service focus
Ability to communicate at different levels of the the organization both internally & externally
Willingness to pick up additional tasks with short notice and minimum supervision
Must be willing to work in shifts and/or change current shifts
Willingness to provide technical assistance/work on cases as required
Minimum 5 years’ experience in application support with at least 18 months experience in SumTotal
5+ years of experience in technical support for an enterprise software with 2+ years hands on experience in Sumtotal suite of products
Demonstrated ability to lead and motivate others
Strong attention to detail for interacting with customers and reporting
Strong technical aptitude for mastering complex enterprise level software
A self-starter who is able to operate independently, within a team environment

Lead Technical Support Engineer Resume Examples & Samples

Provides technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access
Achieves and maintains targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals
Documents cases, recommendations, and resolutions clearly in the CRM system, reviews colleague’s cases on regular basis
Obtains advanced major third party certifications
Must have at least three years of experience in a technical customer support environment or field experience
Must have Certified Advanced Citrix certification
Must have a proven track of contributing to the creation of KB articles

Lead Technical Support Engineer Resume Examples & Samples

Publishes articles on complex technical support issues in Citrix's online knowledgebase, reviews others' articles, and contributes on internal forums and distribution lists
Certified Advanced Citrix certification a plus
CCNA & CCNP Certifications a plus
Good Communication Skills in English & Spanish
LI-AR1

Tech Lead Technical Support Engineer Resume Examples & Samples

Take full ownership on customer problem/cases, monitor for proper and on time feedback
Document and track all problems, enquires and events in the CRM system
Install Nice product update packs and hot fixes
Excellent communication (Written and Verbal) / interpersonal skills
Team Player - ability to work well in a close team environment
Flexibility in working hours required (24/7 Environment) including working in shifts
Telephony/CTI background (Avaya, Cisco, etc) and advance knowledge on IP phones communication – MUST
Previous experience/certifications with any recording system - preferred
Understand Windows Operating Systems (2000/2003/2008)

Lead Technical Support Engineer Resume Examples & Samples

Bachelor's Degree in Mathematics, Physics or other Engineering discipline from an accredited college or university
Minimum of 5 years of experience including exposure to development of software systems
Energize teams through inclusiveness and connection with people

Lead Technical Support Engineer Resume Examples & Samples

Provides technical assistance on the Citrix Networking product to customers of large size, scope, and/or political complexity - via phone, email and/or remote access
Ability to work across team to find most appropriate solutions for customers
Ability to identify and develop new innovate ways to better service our customers
Proven ability to work on multiple complex issues and prioritize work accordingly to business processes
Advanced understanding of common Protocols (such as TCP/IP, HTTP, SSL, NAT, DHCP, DNS, etc.)
Strong Understanding of Networking (Routing, Switching, Web App Firewalls, Load balancing, VPN, etc.)
Strong Understanding of Debugging tools such as Netmon, TCPDump, Wireshark, Fiddler, etc
Good understanding of Authentication Protocols (LDAP, Kerberos, Radius, SAML, etc)
Good understanding of Linux operation system (Shell, boot process, IPtables, cron, udev, filesystem, etc.)
Strong verbal communication and problem solving skills

Technical Lead-technical Support Compellent Resume Examples & Samples

Reviewing of and reporting on technical support teams' adherence to company's case tracking and customer service quality standards & department’s metrics
Regular 1-2-1 coaching sessions with all technical support agents on my team both in person and over the phone; assisting with the induction process for new hires
Delivering whole day training courses on Customer Handling Skills, who designed together with other colleagues; working on improvements of internal processes
Dealing with escalations and making sure that incidents are followed up by other teams and/or management, as required
The candidate should be very familiar with BPI methodology and enhancing process
At least 3-5 years of hands-on storage experience and dealing with data centre technologies
Comprehensive knowledge of case management workflows and policies
Strong leadership and team based coaching skills

Lead Technical Support Engineer Resume Examples & Samples

Minimum of 2 years practicable working knowledge of at least one GE Power Conversion drive system including MV3000, MV7000, SD7000, U7000, VDM25000 or LV5000
Minimum of 2 years practicable working knowledge of at least one GE Power Conversion drive/system controller including PEC, PECe, CDC or AMC
10 years of experience within an engineering environment

Lead Technical Support Specialist Resume Examples & Samples

Provides application and technical support to top level management including: providing back office and front office hardware provisioning, installation, configuration, backup, and recovery of end-user data and files
Provides back up to supports end-user at the PitStop assisting with walk-up’s and various support issues
Diagnoses, troubleshoots, and resolves complex issues regarding user account setup and maintenance, security, system imaging, break/fix on PC and, video conference equipment, printer/copiers, phone systems, and general hardware/software performance issues
May supports configuration/installation and general to more complex troubleshooting of PC hardware and software incidents and issues, including laptops, desktops, printers, and messaging devices – Smartphone, MIFI, and other mobile devices
Manages individual workflow and maintains current ticket queue and quality assurance. Ensures all request from user are logged and escalation procedures are followed
Provides information and communication for service testing, upgrades, and rollouts in support of corporate, divisional and systems initiatives
Performs after hours and weekend support, systems installation, and maintenance
Identifies and refers process improvement opportunities to leadership
Provides guidance and mentoring for lower level representatives. Trains team members and assists management with general staffing issues and direction of daily workflow/tasks

Senior / Lead Technical Support Engineer Resume Examples & Samples

Documents cases, recommendations, and resolutions clearly in the CRM system, takes ownership of hot and/or more political cases escalated from less senior engineers
Participation in a 24x7 on duty rotation is required
Can do attitude with a strong will to lead by example
Strong logical/critical thinking and problem resolution skill
Strong understanding of common protocols (such as TCP/IP, HTTP(S), DHCP, DNS, NTLM, Kerberos etc.)
Ability to work both independently and well with others
Excellent communication skills both written and verbal
Certificate of MCSA, MCSE or CCNA, RECH, LPIC or above is a strong plus

Lead Technical Support Engineer Resume Examples & Samples

Provides technical assistance to customer inquiries while adhering to established
Possesses strong problem solving and analytical skills
Strong written and verbal communication skills as well as excellent listening skills
Ability to understand technical issues and apply technical concepts and troubleshoot
Proven experience identifying and implementing new and innovative ways to im
Bachelor of Science in Computer Information Systems or equivalent experience is re

Lead, Technical Support Resume Examples & Samples

Might have the responsibilities of a TSA Specialist
Good knowledge of a specific component of CSG’s business. Ability to handle multiple tasks simultaneously
Supervise team of 2 or more, develop and lead the team to meet their objectives and customer SLAs
Acts as Mentor to provide leadership and guidance to team
Ensure all support procedures are followed by team
Contribute to support policies and procedures
Contribute to escalation procedures
Provide regular reports to the Manager/Director
Report status to customers and respond as first level escalation
Excellent communications skills – both verbal and written. Able to communicate at all levels effectively
Able to work effectively under pressure, coupled with analytical and practical problem solving abilities
Qualified to be a TSA Specialist
Thorough understanding of CSG products/solutions will be an advantage
Good understanding of client requirements and product implementation
Experience working with and implementing industry standards
7-10 years of work experience in software industry or related fields
Degree or Diploma in Information Technology; Computer Science, Engineering or equivalent experience
ITIL accreditation will be an advantage

Lead Technical Support Analyst Resume Examples & Samples

Monitors performance and availability of the Mainframe infrastructure hardware and software
Will act as the first level support for batch and system job abends
Continuously observe the operation of consoles, software and equipment to monitor the system and determine points of failure
Monitors system batch work to make sure that SLA’s are met at the predetermined deadline
Will be responsible for taking calls from clients that require batch / mainframe related assistance such as performing batch jobs up in service class to meet tight SLA’s
Act as a mentor / coach to all peers and provide guidance / training to less experienced staff as needed
Will require the ability to interact with other support areas to resolve and identify system issues
They will be called upon to assist in Incident Management calls to assist in the documentation and communication of outages. This includes sending communication to senior level management
This is a 24 hour by 7 day a week position and nights and/or weekends may be required
Staffing for special events will be required such as (Disaster Recovery, Quarter-end, etc.…)
A Computer Science Degree or 3-5 years’ experience in an enterprise level Mainframe environment
Candidates with a ITIL Foundation certified would be preferred
Experience in a client facing role with incident management and/or problem resolution
Self-motivated and a strong desire to learn

Lead, Technical Support Resume Examples & Samples

Assist Technical Support Specialists with customers requiring a supervisor
Assist supervisors with input for reviews
Provides supervision of staff during management absence
Monitors the progress of Support Specialists on a daily basis
Monitors the technical operation of the data network/cable plant
Provide high quality, reliable customer service to HSD and voice customers on an everyday basis
Coordinate, schedule, and conduct technical training to new hires and existing employees
Evaluate training materials such as Power Points, handouts, webinars, etc
Assist department with developing training to integrate new products, services, and systems into existing business operations
Work collaboratively with Learning and Development to implement new training initiatives, attend and provide input during training focused calls
Identify and assess training needs of the department by conferring with the leads, supervisors, manager, and general agent feedback
Act as a mentor for all Technical Customer Care Support Specialists