Manager, Technical Support Resume Samples

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R Hegmann

Ruthe

Hegmann

69567 Clementina Camp

New York

+1 (555) 759 4453

69567 Clementina Camp

New York

Phone

p +1 (555) 759 4453

Experience Experience

Boston, MA

Manager Technical Support

Boston, MA

McCullough-Williamson

Boston, MA

Manager Technical Support

Manage Technical Service Engineer team, ensuring efficient hiring, staffing, employee development and training, performance management, and policy enforcement
Define Responsibilities and expectations of each engineer on the team. Solicit, document, and provide balanced feedback on their performance, addressing opportunities for development and growth. Recognize and reward outstanding and exceptional performance
Collects performance data from system components such as network devices, file and print servers, applications servers, Citrix servers, storage devices, and other systems in the data center or IT closets, in order to evaluate incidents and execution of problem resolution
Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management
Prioritize, assign and manage department activities and projects in accordance with the department’s goals and objectives. Adjust hours of work, priorities and staff assignments to ensure efficient operation, based on workload
Provides insight on server placement, Active Directory structure, network design, and all other technology. Maintains licensing information for all installations performed. Ensures licensing compliance with licensing agreements at the data center level
Create, manage and respond to trouble-tickets submitted by customers experiencing challenges using inContact™ or other inContact technology software products

Houston, TX

Manager, Technical Support

Houston, TX

Stokes, Ernser and Gerhold

Houston, TX

Manager, Technical Support

Manage workflows and schedules for direct reports and ensure adequate workload coverage
Manages the development and implementation of effective policies, procedures, and programs to support customer care strategies
Designs and implements process improvements in partnership with related departments to maximize resources, improve technical
Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
Sets standards of performance to meet established departmental goals
Receives assignments in the form of objectives and establishes goals with the direction of his/her manager to meet those objectives
Improves customer feedback mechanism and related work order processes to support technical development and improve customer satisfaction

present

New York, NY

Senior Manager, Technical Support

New York, NY

Boyer LLC

present

New York, NY

Senior Manager, Technical Support

present

Supports the development of the team by conducting regular development planning sessions and providing coaching for career growth
Assist in the defining of the strategy for the continual training of staff to support the business, including new product releases and staff development
Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team
Responsible for People Management – Hiring, productivity, employee morale, resource allocation and utilization, team motivation, attrition and training
Manage team performance both through the performance management process and also by providing regular coaching and feedback
The focus of this role is on creating and influencing strategy and policy
Manage and develop the support teams, including hiring, professional development, and global project engagement

Education Education

Bachelor’s Degree in Computer Science

Rowan University

Bachelor’s Degree in Computer Science

Skills Skills

Very strong analysis/troubleshooting skills. Strong partnering skills. Strong relationship and team building skills
Proven ability to build strong client relationships and negotiate difficult client interactions/escalations
Solid, functional salesforce.com application knowledge
Able to navigate challenging situations in a professional manner
Strong interpersonal skills; able to communicate at all levels of an organization
An ability to adapt to and work with a highly diverse customer base
Ability to attract, hire and retain high-performing support professionals
Excellent written and verbal communication skills. Ability to read, write, and interpret documents
Strong skills including listening skills and ability to build consensus across teams
Ability to model professional leadership skills and behaviors

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15 Manager, Technical Support resume templates

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Assistant Manager, Technical Support Resume Examples & Samples

Staff, train and manage a team large enough to cover incoming customer phone calls 24/7/365
Ability to be on-call 24/7/365 to assist your team and our customer in escalated situations
Work closely with the IT department to ensure proper call routing and handling
Work with Roadside Assistance Program Manager to build a preferred tow provider network in Hong Kong
Work closely with worldwide headquarters in California to ensure all global teams are uniform and aligned in information and processes
Support individuals and the teams to exceed company objectives through coaching and mentoring
Escalate concerns that require senior management visibility
Work on the continuous improvement of procedures related to the Customer Experience processe

Manager, Technical Support Resume Examples & Samples

Manage Technical Support team members on day to day Broadcast and IT responsibilities
Identify Staffing Fulfillment, Staff Development, Certification, & Training Programs for staff
Oversee all Live Show planning, staffing and execution
Development of internal departmental technical training programs for existing and new equipment and technologies (modules, drills etc.)
Provide information on technical outages including Technical team breakdowns, recommendations for next steps and trending analytics
Daily NOC-Affiliate, Direct TV, EchoStar, etc., technical quality follow-up and service relationships
Oversee and tracking of Preventative & Corrective technical maintenance programs
Develop new and maintain existing Standard Operating procedures for technical staff
Provide on-call support 24 hours per day, 365 per year
Oversee Technical support for project installation and modification projects to enhance performance delivery and reliability of technical infrastructure at the NOC
Management of ITIL based ticketing system (CMDB, Incident, Problem, Change, Commission and Decommission process)
Oversee RMA process and vendor management relationships
Interact with all MTS team leads and provide L1/L2 support as needed for day to day and project based activities (Engineering, Networking, Infrastructure etc.)
Excellent leadership and interpersonal skills; ability to manage stressful situations; work well with all levels of management, peers and subordinates
Strong organizational skills; ability to manage multiple projects; some travel required
5-7 years, directly related, combined Electronic Maintenance – Technical Operations management, senior technician experience at large scale TV NOC
B.S. Engineering Technology, B.S.E.E.,B.E.E
Strong technical and operational knowledge in analogue and digital audio and video technology, data networks, servers, archive, RF and terrestrial broadband distribution technologies, compression and encryption technologies, distribution operations, professional industry analogue and digital production and distribution standards
MS Office, Project, Visio, Auto CAD
Ability to interface with New York production staff to achieve solutions to various on-air challenges, problems, questions
Ability to work with outside vendors
Membership in SMPTE, IEEE, SBE, SCTE, SBCA, AES, etc
SBE CSTE or CBTE, Microsoft MCSE, MCP, Cisco CCNA, CCENT. (note – each first cert is the more demanding)

Senior Manager, Technical Support Resume Examples & Samples

The potential impact of decisions made by this individual has significant operational or financial impact
This individual must demonstrate favorable results through providing leadership to the function
A minimum of 10 years of experience as an individual contributor and a minimum of 5 years as a people manager is required

Manager, Technical Support Engineering Resume Examples & Samples

If interested in applying, please be sure to specify which shift(s) you are interested in by uploading a document to the "Cover Letter" section of your application
~1+ years of management experience leading a team with direct reports
A strong team player focus with excellent communication skills
An ability to learn and interpret current and future monitoring systems

Manager Technical Support Resume Examples & Samples

Provide superior technical support and service to the VMware customer base
Interface with the field, sales and service organizations and directly with the customer base on critical escalations and call resolution
Develop and implement practices that measure the effectiveness and performance of the Technical Support Function

Manager, Technical Support, Showtime Anytime Resume Examples & Samples

3 to 5 years technical support experience preferably on video-based digital media and products or equivalent
3 to 5 years experience working directly with customers
Experience in training support tier 1 and 2 on proper troubleshooting and resolution of known issues
Experience using developer/debugging tools like Xcode, Wireshark and Charles
Experience using SalesForce, ZenDesk or similar CRM system for communicating with customers
Experience using Jira or other ticketing system for tracking issues
Technical background and/or experience is preferred
Has demonstrable track record of customer satisfaction and retention

Manager, Technical Support, Showtime Anytime Resume Examples & Samples

3 to 5 years technical support experience preferably on video-baseddigital media and products or equivalent
Experience in training support tier 1 and 2 on propertroubleshooting and resolution of known issues
Experience using developer/debugging tools like Xcode,Wireshark and Charles
Experience using SalesForce, ZenDesk or similar CRM systemfor communicating with customers
Experience using Jira or other ticketing system for trackingissues
Has demonstrable track record of customer satisfaction andretention

Manager, Technical Support Resume Examples & Samples

Monitor, coach, set performance goals, and motivate staff
Bachelor’s degree or equivalent work experience in a related discipline required
Must be flexible to work varying schedules and hours as needed
Series 99 (https://www.finra.org/industry/series99)
Strong problem solving and customer service skills necessary. Solid working knowledge of PC based computer hardware and software required; experience in a software development customer service environment strongly preferred

Duty Manager Technical Support Center Resume Examples & Samples

A minimum of 5 years of experience is required. 6 to 8 years of experience is preferred
A Bachelor of Science Degree in Electrical Engineering or Computer Science, or related field; or equivalent experience is required
Demonstrated ability to have completed multiple, moderately complex technical tasks

Incident / Problem Manager Technical Support Resume Examples & Samples

Manage incidents to resolution including escalations where appropriate
Provide root cause analysis documentation to internal teams
Deliver root cause analysis documentation to Product Owners and Account Managers
Participate in product releases
Integrate support with production processes
Problem Management process KPIs
Single point of contact for all problem’s status
Participate in Major Incident Reviews and drives root cause analysis exercises
Analyze normal incident workflow in the incident management system
Manage all major problems through final resolution
Track, prioritize and monitor progress on problem resolution
Provide communications during Major Incidents (technical and business calls)
Excellent customer service skills with a professional demeanor. Must at all times be able to communicate clearly with all levels of employees, external vendors and management teams
Excellent organizational, problem solving and project management skills
Ability to achieve specific results from little direction
Ability to work under pressure being adaptable and responsive to organizational requirements
Maintain high degree of self-motivation and independent decision making
Ability to work and derive creative and practical solutions to complex problems in independent work environment
Bachelor’s degree in Computer Science, Engineering, Business or related field or equivalent work experience is required
ITILv3 Certification or strong understanding of ITIL and Incident and Problem Management practices
3+ years of experience in a Product and Customer Support environment required
3+ years of experience with ITIL Incident and Problem Management required
3+ years of experience defining, implementing, and monitoring IT service level processes
3+ years of experience with Salesforce and Jira
Exposure and familiarity with change, and release management

Senior Manager Technical Support & Maintenance Resume Examples & Samples

Directly manage team members including both salary and hourly in the Technical Support and Maintenance departments
Build and maintain a staff of professional, highly motivated and knowledgeable individuals. Participate in selection of personnel and provide for their effective and thorough training. Establish standards of performance in accordance with company guidelines and evaluate performance against those standards for all staff members, to include preparing and conducting performance evaluations. Set performance goals in both business results and behaviors fostering professional and personal growth for all staff members consistent with company standards and values of collaboration, simplicity and accountability and ownership
Responsible for leading and supervising a team of manufacturing and production engineers, along with maintenance staff, as he/she provides proactive strategic and technical leadership on all projects, fostering innovation, and championing continuous improvement
Plan, organize and direct project and facility engineering and maintenance activities and programs relating to the improvement of company operations, including the evaluation, justification and execution of capital projects
Developing and designing strategic long term manufacturing plans, directing the indirect expense and capital budget process, directing and managing projects, process improvements, equipment upgrades, facility upgrades, systems upgrades and technical trouble-shooting of equipment, systems and processes
Directing the Maintenance Department across the operation to ensure proper operation and PM’s of all equipment and facility systems eliminating unscheduled downtime and lost production
Leads technical organization in the development and deployment of strategic initiates from Executive Management as well as local factory initiatives
Design, manage and control all process documentation including PWIs, PFMEAs, Control Plans, Test Strategies, Combination sheets, standard work, and-on system and other technical systems used to manufacture Blades
Instructs others in continuous process improvements, including the use of various problem solving and productivity techniques such as Value Stream Mapping, Daily Management, Process Mapping, 5S and Standard Work Instructions
Charged in development of annual factory KPIs and goals and develops and deploys departmental strategy to ensure satisfactory results of key performance indicators including safety, quality, delivery, cost, productivity, capacity utilization, operational equipment efficiency, mean time to failure, mean time to repair, standard hours, etc
Development and deployment of action plans to support both local and corporate wide goals to achieve positive business results
Participate in and lead when required, global group forums related to functional subject responsibility. Requires effective communication skills and open minded approach to problem solving and strategy development
Account for creation and adherence to departmental budget
Troubleshoot process problems and identify solutions which reduce downtime and conserve maintenance costs
Bachelor of Science in Mechanical, Chemical Engineering, Industrial Engineering, or related field. Master’s degree preferred in Engineering, Science, or Business
15 years of manufacturing experience in process or manufacturing engineering; 10 years of experience leading and developing high-performance, cross functional project and technical teams in a fast-paced manufacturing environment including facility, equipment development and maintenance and manufacturing
Experience leading in a global company and partially matrixed organization preferred
Knowledge and experience with composites in an industrial manufacturing preferred
Business turn around and start-up experience highly desirable
Demonstrated extensive lean manufacturing experience leading continuous improvement efforts, flow line design, improving Takt times and efficiencies based on VSM methodologies
Developed business acumen with demonstrated understanding of profitability drivers and cash flow, a market focused approach, and an overall big picture understanding of the business and its interrelationships. An overall big picture understanding of the business, not just deep expertise in an individual silo
System skills – Microsoft Office, INFORXA, SAP suite applications including ERP, DMS and QDA

Senior Manager Technical Support Services Resume Examples & Samples

Maintain high quality standards and operational efficiency of the firm’s 7 x 24 help desk (remote workforce) and global desktop services teams
Actively coach, manage and mentor department managers and team personnel.Set standards forpeople management, recruiting and performance management
Develop and document best practices, processes, and procedures related to all aspects of operational activities for Desktop Services and User Support.Continueally review, evaluate and revise to support firm growth
Ensure consist execution of quality standards for service delivery teams.These include (but are not limted to)Desktop Services:ticket audits, asset management tracking, service level management User Support:daily/monthly call metrics, call assessments, benchmark assesements. Meet or exceed quality targets
Assist in budget preparation, and on-going management of budget for computer hardware, printer, peripherals and mobile devices
Engage in networking activities with peer firms, stay current with industry trends and provide a strategic vision for end user technical services
Gather and analyze operational related metrics to strengthen service delivery functions
Define project schedules and manage against milestones for all User Support & Desktop Services related efforts: office/floor moves, machine refreshes, associate programs, mobile device conversions, operating system/new application deployments etc
Performs other work-related duties as assigned
8+ years supervisory experience
Advanced Excel and data analysis skills
Strong written, verbal and interpersonal skills
Demonstrated coaching, mentoring and leadership skills
Project management training or certification (preferred)
Must demonstrate the ability to maintain strict confidentiality of the firm's internal and personnel affairs
Ability to influence at all levels of the organization
Experience managing in a multi-office environment
Ability to organize, plan and carry out multiple related activities

Critical Incident Manager, Technical Support Resume Examples & Samples

Represents SFDC Technical Support as the initial single on-point contact for any confirmed or potential Sev-1 issues raised by any individual within the organization, and ensures interested parties and executives are alerted via an internal executive facing chatter group
Evaluates the severity of every incoming issue, ensures that Sev-1 issues are assigned by the appropriate manager with a case owner within specific SLOs, and that issues are fully handed off to the receiving manager
Works directly with customer as a management point of contact in certain circumstances to provide assurance and resources as needed
Addresses incoming escalations from executives and/or receptionists, and routes to the appropriate resource/teams
Ensures that global support, support operations, and IT are aware of any issues impacting day to day support processes
Handles any multi-customer issues by posting to a company-wide chatter group, ensuring resources are keeping customers updated, and pulls in appropriate parties as needed
Assigns out, communicates with the customer, and owns from a management perspective any new Sev-1 cases when the appropriate support manager is not available
Must have previous and demonstrated leadership experience in a technical support environment
Must have expertise in managing enterprise-level escalations
Ability to manage and prioritize multiple escalations occurring all at once
Has experience collaborating and communicating on an executive-level
Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management
A team player who is influential and builds good working relationships across all functions
Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required
Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer loyalty
Highly motivated, with a strong sense of achievement and the willingness to both lead and contribute supportively to a dynamic team environment

Manager Technical Support Resume Examples & Samples

BA or BS required
Minimum of 3 years managing technical support professionals. Minimum 5 experience in a technical support role
Experience with support tools and phone systems
Solid, functional salesforce.com application knowledge
Demonstrated strong work ethic and advanced organizational skills
Ability to develop and deliver creative business solutions for complex problems

Manager, Technical Support Resume Examples & Samples

Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines
Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals
Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers
Ensure the delivery of high-quality technical and soft-skills training for direct reports
Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals
Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives
Manage workflows and schedules for direct reports and ensure adequate workload coverage
Deliver regular reports that provide qualitative and quantitative descriptions of business performance
Manage key processes including FAQ analysis, case reviews, and customer feedback analysis
Develop and maintain Support procedures and policies
Advocate for customers and define ways to continually add value to the customer experience
Serve as a manager, mentor, knowledge resource, and escalation point for Support employees; Build credibility and trust within the support group
Minimum of 3 years managing technical support professionals. Minimum 5 years of experience in a technical support role
Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management
Ability to understand and escalate issues efficiently and appropriately
Demonstrated strong work ethic and advanced time management and organizational skills
Ability to effectively work with tight schedules in fast paced environment, flexibility towards work schedule as needed and do what it takes to get things done
Ability to attract, hire and retain high-performing support professionals
Functional or technical Salesforce application knowledge
Experience building or managing Developer Support teams & familiarity with cloud computing technologies (multi-tenancy, database concepts, networking etc) is a plus

Manager, Technical Support Resume Examples & Samples

Hire, develop, and maintain support staff to deliver personable, responsive support with high technical expertise, to our customers
Provide technical leadership and case management guidance to Technical Support Scientists
Ensure key performance metrics, including customer response time, issue resolution time, technical accuracy, and departmental efficiency are met or exceeded
Continuous maintenance and optimization of support processes including phone, email, technical and service bulletins, and CRM workflows
Coordinate and provide training to staff on Illumina products, problem solving skills, and customer service skills
Continuous improvement of the customer experience through staff, process, and support tool development
Motivate and lead the team through performance coaching, career planning, and setting development objectives
Develop strong interdepartmental collaborations with Product Marketing, Sales, Product Development, Engineering, and Operations to ensure actionable information and recommendations
Assist in the development of alternate support channels
Manage departmental budget

Manager, Technical Support Resume Examples & Samples

Develop, mentor and maintain support staff to deliver personable, responsive support with high technical expertise, to our customers,
Provide technical leadership and case management guidance to Technical Applications Scientists,
Coordinate and provide training to staff on Illumina products, problem solving skills, and customer service skills,
Continuous maintenance and optimization of all in-house support operations such as communication channels, work instructions, and training
Continuous improvement of the customer experience through staff, process, and support tool development,
Assist staff in their efforts to triage, troubleshoot, and resolve complex customer requests,
Provide feedback and collaborate with interdepartmental teams such as marketing and product development,
Ensure key performance metrics, including customer response time, issue resolution time, and departmental efficiency are met or exceeded
Management, ownership and co-ordination of elevated customer technical support cases. This may include collaborating with regional and global product support teams, local marketing, sales and service and support teams to develop the customer resolution strategy. Customer visits maybe required
Customer visits as required
Collaborate deeply with Japan FSE and FAS teams to ensure exceptional customer service and timely issue resolution
Establish goals in conjunction with management and provide guidance to TAS’s in their efforts to triage, troubleshoot, and resolve complex customer complaints using case management software

Manager, Technical Support Delivery Resume Examples & Samples

Manage a team of product and technology experts, including senior and principal-level technical support engineers and software maintenance engineers, who specialize in Red Hat cloud and storage products, like Red Hat OpenStack, Red Hat CloudForms, Red Hat Gluster Storage, and Red Hat Ceph Storage, among others
Engage with sales, services, engineering, product management, and support management when necessary in order to prioritize customer requests and address both technical and business needs of the customers to achieve a high level of customer satisfaction
Work with Customer Product Managers to help chart the product roadmap, plan support readiness, partner strategy, certifications and drive features requested by our enterprise customers
Mentor and coach team members to develop team's technical and non-technical skills current by promoting and guiding ongoing professional and personal development
Contribute in global support process and procedures as part of the support management team across regions, drive a culture of Knowledge-Centered Service
Provide leadership in problem-solving for critical customer situations, including proposing and discussing fixes, providing advice, and educating customers and analyzing operational data and metrics
Assist with resource planning and strategy and uphold team objectives of providing exceptional customer product experience and support capability
Thorough understanding of open source software solutions, specifically with enterprise cloud solutions, like cloud infrastructure (Red Hat Enterprise Linux OpenStack Platform), cloud management (Red Hat CloudForms), Platform-as-a-Service (OpenShift by Red Hat), virtualization, software-defined storage, and containers
Software engineering background; experience with RPM-based Linux and Java technologies is preferred
Bachelor's degree in a technical field; engineering or computer science background is preferred
Ability to interact effectively and diplomatically with all levels of associates from diverse cultural backgrounds
Ability to connect with and lead teams through rapid change while maintaining a focus on carrying out strategic initiatives
Excellent troubleshooting, communication, and time management skills
Commitment to customer service and providing the best experience possible to customers
Experience leading technical support teams in multiple locations is highly preferred
Some experience in service delivery, especially in a complex software environment, is preferred
Willingness to work some weekends and assume on-call responsibilities
People management experience in a technical support, software development, systems engineering, or technical services delivery organization

Senior Manager, Technical Support Resume Examples & Samples

Guide a dispersed support team consistently through strategic changes happening in the GSD team
Mentor next level managers who address customer escalations for highly technical support requests from enterprise customers online and over the phone
Manage and develop the support teams, including hiring, professional development, and global project engagement
Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and escalation management
Define and implement executive level dashboards and metrics reporting
Identify patterns and recommend enhancements to our products and services to fulfill customer needs; work with other functions to refine and implement those changes
Maintain a high level of customer satisfaction in the APAC region
Implement strategic change to improve knowledge management, customer support, and problem solving
Manage clear escalation paths, including resource alignment and communication protocol
Collaborate with Sales, Services, Engineering, Product Management, and Support Management to better prioritize customers' requests
7+ years experience managing teams across multiple regions
7+ years experience setting operational and strategic goals for the region
Experience developing and managing remote support groups, international support groups, and 24 x 7 support operations
Ability to learn and apply new skills and processes rapidly and coach others
Demonstrated team-management experience with customer focus and service orientation

Associate Manager, Technical Support Resume Examples & Samples

Manage the front-line technical production support team covering Red Hat Enterprise Linux (RHEL)
Build and oversee the day-to-day management technical team, consisting of junior to senior technical support engineers
Manage customer escalations with highly technical support requests from enterprise customers via the telephone and the web
Keep the team's technical and non-technical skills current by promoting and guiding ongoing professional and personal development
Implement strategic change for knowledge management, customer-centric support, and issue problem solving
Coordinate improvement programs for global support process and procedures as part of the front-line support management team across regions
Cooperate daily with other front-line global centers
Mentor and coach team members to develop the strength and depth of technical and management skills
Provide leadership in problem-solving, including proposing and discussing fixes, providing advice, and educating customers
Communicate with sales, services, engineering, product management, and support management when necessary in order to prioritize customer requests
Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals
Provide guidance to associates within the latitude of established company policies
Recommend changes to policies and establish procedures that affect immediate organization
Work on issues of a diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends
Follow processes and operational policies in selecting methods and techniques for obtaining solutions
Act as advisor to associates to meet schedules and/or resolve technical problems
Frequently interact with team leads, customers, and functional peer group managers, involving matters between functional areas, other company divisions or units, or customers and the company
Oversee a cooperative effort among members of a project team
Previous commercial experience in a customer service or technical support environment as part of a technology-oriented company or department
Proven ability to learn and apply new skills and processes rapidly, and coach, mentor, and influence others
Demonstrated team management experience with customer focus and service orientation
Ability to identify potential, develop people, and motivate and set up a team from scratch
Commercial Linux experience in the enterprise sector is an advantage
Solid troubleshooting skills and a passion for problem-solving and investigation
Ability to multi-task, prioritize, and work under pressure
Ability to work in process-driven environments as well as in contexts where consultation with colleagues, taking initiative, and judgment calls are necessary
Knowledge of support systems and tools is a plus
An appreciation and passion for open source software is an advantage
Solid people management and coaching skills
Good written and verbal English skills
Willingness to work in shifts

Manager, Technical Support Resume Examples & Samples

Manage a group of highly skilled Technical Support Engineers
Lead the engagement of all parties necessary to ensure a timely resolution
Manage your team’s performance to ensure all KPIs are meeting the Business Objectives
Review, propose, implement and constantly evaluate Support Operations processes and tools to improve efficiencies
Defining, delivering, and supporting strategic plans for implementing strategic business objectives
Develops and administers schedules and performance requirements for department
Conducts performance reviews and provides feedback to employees
Provides guidance to employees within established company policies
Provides updates to senior management on project status and business objectives

Manager, Technical Support Resume Examples & Samples

Be the expert on the technical framework on which our application works and advise customers, support staff, account managers and project managers on the best approach to a technical opportunity/challenge
Establish good communication practices with the different teams in the organization
Directly manage a team of technical customer support specialists and/or technical integration support specialists
Oversee the assignment of workflow associated with technical support requests
Oversee and coach the teams on technical challenges
Track, monitor and manage the workload of technical support staff
Provide reports and forecasts (as required) on support activities and team productivity
Ensure timely turnaround of technical inquiries for customers and partners
Coach and mentor team members; providing guidance on professional development
Collaborate with Technical resources (Engineering, Hosting Operations, etc.) regarding the definition and submission of complex product requirements related to an issue or escalation
Manage a team responsible for submitting and/or assisting with product issues
Be responsible for overseeing the technical support function in special projects (e.g. product pilots)
Develop and implement quality control procedures as well as time management systems
Implement and drive continuous improvement of technical support processes
Work on special projects for the Senior Manager as required
Ensure premium customer service is provided to all customers and partners
Remain current with technological developments and regulations and how they will affect our application
University degree or post-secondary education (engineering or computer science)
Minimum 3-5 years’ management experience in a Technical Customer Support environment, preferably in healthcare SaaS world
Networking, hardware/device certifications and/or software development designations are an asset
Strong understanding of integration/interface standards and protocols (i.e. HL7, SCRIPT, SOAP) related to healthcare interoperability
Previous experience supporting mobile applications for Apple and Android devices
Outstanding customer facing communications and customer orientation
Must be able to work in a high-volume call-center environment
Excellent problem-solving and trouble-shooting skills
Exceptional analytic skills and previous experience utilizing metrics
Strong time management skills and multi-tasking abilities
Solid mentoring/coaching skills
Proven leadership/management skills

Manager Technical Support Resume Examples & Samples

Manage Technical Service Engineer team, ensuring efficient hiring, staffing, employee development and training, performance management, and policy enforcement
Assist Dir IT with execution of established budgetary and strategic goals for the department
Partners with Corporate and Regional IT teams to facilitate process alignment, implement data center equipment standards, and installing servers, storage, networking, UPS and other technology equipment throughout the property
Plans, develops, and oversees and/or prioritizes property-level implementation of support services and execution of technical services in conjunction with the Corporate and Regional teams; monitors service delivery problems and implements solutions
Oversees help desk ticket queue activity to ensure all tickets assigned to the TSE team are completed and/or resolved with a high level of service in a timely manner
Develops work goals and departmental projects; assigns and coordinates work projects; reviews completed projects to ensure that goals, cost and time commitments are met and that implemented systems are compatible
Creates and implement processes to ensure an efficient delivery of IT services
Audits Shift Reports to ensure they reflect actual activities and experiences, and that it is delivered to all recipients on a consistent and timely basis
Develops TSE SLA reports, audits for accuracy, implements solutions to improve SLA’s, and reviews with leadership
Acts as the property expert on technologies and sets priorities in incident resolutions
Performs troubleshooting and preventive maintenance on servers, network devices, and other infrastructure devices in the data center and IT closets. Implements virus protection, detection, and elimination as required
Collects performance data from system components such as network devices, file and print servers, applications servers, Citrix servers, storage devices, and other systems in the data center or IT closets, in order to evaluate incidents and execution of problem resolution
Ensures a full set of documentation for all systems and networks are maintained
Provides insight on server placement, Active Directory structure, network design, and all other technology. Maintains licensing information for all installations performed. Ensures licensing compliance with licensing agreements at the data center level
Performs other job related duties as assigned
Seven (7) years information technology operations experience that includes three (3) years’ experience in leading an IT help desk technical dispatch team in a Microsoft environment. An equivalent combination of education, training and experience will be considered
Ability to be on-call for emergencies
Experience using remote control and automation tools to resolve client issues
Experience installing server related hardware (tape drives, memory, hard drives, networking), evaluating performance issues on workstations and servers (upgrading and reconfiguring), and training personnel on different types of equipment
Experience installing and upgrading PC hardware and PC software/operating systems
Experience with servers, network devices, and printers
Ability to function and act independently
Ability to work a flexible schedule including extended hours, weekends, holidays and evenings

Projects Manager Technical Support Resume Examples & Samples

Enhance department capability by developing & managing Technical support infrastructure change projects
Support the new product introduction (NPI) team by providing product expertise to support the introduction of the product into manufacturing and the sales channel
Work with the Engineering & Development (E+D) Project Managers, Product Management team and Manufacturing as part of the NPD Cross Functional Team to schedule new product introduction to production and roll out to the sales channel to
Define the support strategy and needs for new products
Plan and manage introduction of products into production and sales channel by ensuring all required documentation, training, tools and accessories are available
Monitor factory yields for new products with Manufacturing and Design teams to hit process/product targets
Work with Product managers to identify and approve initial adopting customers
Manage the customer feedback and improvement process
Monitor field failures and work with the E+D team to resolve the any issues
Proven Stakeholder management in a Projects environment
HNC/HND/BEng/BSc or higher in Electronic / Electrical engineering or higher
2 years working in the variable speed drive industry
Technical appreciation of Drives and Automation Systems that they sit within
Supervisory experience leading Project Engineers and Technical Specialists
Project management qualifications or experience

Manager, Technical Support Resume Examples & Samples

Leadership & Change Management
Create an EMEA wide support infrastructure that embraces the Harman customer centric philosophy and promotes effective Post-Sales Technical Support of HPro Enterprise SBU solutions/products for all internal and external customers within EMEA
Attract, develop, coach, and retain high-performance team members, empowering them to elevate their level of responsibility, span of control, and performance
Work with staff and collaborate with peer organizations to evolve processes, procedures, systems, and tools to achieve a unified, efficient and effective “best in class” global Technical Support Organization
Provide leadership in development of inter-team communication and cohesiveness, sustaining culture and supporting staff during organisational growth
Responsibility for the development and ongoing training of the engineers in Technical Support, to enable them to perform to the expected standard
Responsibility for mentoring team members to levels of technical and professional standards so as to promote their personal development within the organization
Collaborate with SBU Sales and Services organizations to help drive the success of key projects by leveraging Tech Support personnel as deemed necessary
Management and Organisational Execution
To manage and coordinate the assignment of projects, tasks, and travel to resources in the Technical Support team
Provide daily direction to employees to ensure that all issues raised to the Technical Support team are resolved in a timely, efficient and knowledgeable manner and with the highest level of customer and client satisfaction
To ensure that all technical issues raised to the Technical Support desk are recorded in the systems so that problems and trends can be tracked, identified correctly and understood
Ensure that performance standards and service goals within EMEA as well as globally are understood, communicated, achieved and reported
To be the point of escalation and communication with customers (resolving complaints, problems, etc.) to enable the effective and appropriate deployment of solutions/products in the field while enhancing their service quality experience with the Technical Support Team
Measurement of execution and generation of statistics and reports to illustrate team workload and performance including regular reporting of departmental/quality metrics to the various business functions to ensure transparency and interdepartmental optimization
Responsibility for carrying out staff appraisal procedures, personal development plans and the organization of training methods and initiatives
Tracks and monitors the Technical Support Product Stock inventory
Ensure that the System Integrators, Distributors and End-Users are fully aware of the HPro Solutions, range of products, and their applications and that they maintain a technical competence
Plan, assign and make visits to assigned System Integrators, Distributors and End-Users, to include all Technical Support Team members. Develop travel plans that ensure timely rectification of product issues. Ensure that detailed “trip reports” of visits are provided
Responsible for the development and management of the annual operating and capital budgets
Talent Development
Audio Visual Technologies
Bachelor’s degree, MBA or other applicable graduate level education preferred. Should include course of study and demonstrated technical hands-on experience in applicable technologies
Individual must possess a minimum of 5 years combined leadership experience in a technology industry either via proven direct technical management experience within the AV industry or via technical education coupled a proven track record from a previous technical services position
Experience managing the delivery of Technical Support involving manufactured hardware and software solutions
Professional experience in a frontline customer service-oriented capacity to technical users
Experience participating in matrix, global, cross-functional teams, which require collaborative planning with members of other sales groups, product groups, operations, etc
Has a thorough understanding of all AV solutions within the AV industry as a whole (and the CEG sector in particular) and experience with related technologies
Strong leadership skills that can energize matrixed organisational teams and drive the transformational change required to continually exceed business and customer expectations
Experience demonstrating strong interpersonal, influencing and problem solving skills to navigate competing demands, fast paced change and stressful interactions with internal/external stakeholders
Professional Experience demonstrating strong business acumen, planning and tactical execution skills
Results-Driven: Having a proactive, goal oriented approach to decision making
Team Player: Having respect for colleagues; leading teams with clarity and accountability
Advocate of Change: Able to thrive in environments of changing demands and conditions
Customer Focus: Providing exceptional service and quality to external and internal customers
Accountable: Accepting of responsibility for planning and execution

Manager, Technical Support Resume Examples & Samples

Strong skills including listening skills and ability to build consensus across teams
Mastery of Wireless Network Architecture, Technologies and concepts
Familiarity with managerial accounting and statistical analysis
Mastery of applicable Wireless industry standards. E.g. 3GPP, ITUT, ANSI, etc
Strong demonstrated technical writing and presentation skills
Able to lead research and publication of technical papers
Strong proficiency with MS Office
Proficiency for organizational/team goal setting
Problem solving / troubleshooting skills
4+ years technical management experience in a large corporate IP, IT or Wireless Service provider networking environment
4+ years’ experience in budget forecasting and budget tracking with a high degree of accuracy
4+ years’ experience creating and presenting technical and financial business cases to senior management
4+ years skilled at management of RFI/RFP process, capital acquisitions and contact negotiations
4+ years effective organizational objectives/goal setting and achieving experience

Manager, Technical Support Resume Examples & Samples

Manage and facilitate satisfactory resolutions to customer's support issues by identifying escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively. Offer and implement creative solutions within technical support. Interface effectively with other Kronos departments in order to provide total customer satisfaction
Utilize Salesforce Service Cloud call tracking system to manage daily operations. Review support case reports detailing call center statistics to develop action plans and manage to key technical support metrics
Measure Technical Account Manager productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management. Identify and resolve personnel issues constructively and quickly. Prepare performance reviews and ratings for salary merit increases for assigned Technical Account Managers. Participate in the interview and hiring process
Candidate must be willing to travel as well as participate in on-call rotation for management assistance in customer escalations that occur overnight and on week-ends. The typical rotation is every 3-4 weeks
Excellent interpersonal, motivational, and managerial skills
Ability to manage conflict situations constructively
Professional communication skills, both written and verbal
Exhibit leadership qualities and earn the respect this empowered position requires
Ability to multi-task and prioritize projects, time manage, and practice detail oriented organizational skills
Experience preparing and writing proposals, policies, procedures, job descriptions, and schedules
Work well in a team environment as an equal contributor
Demonstrated track record in identifying and deploying leading edge support solutions
Work independently without direct supervision and with minimal guidelines
Candidates can be based in their remote home office, Lake Mary FL or Chelmsford MA. Preference is for candidates based in Chelmsford MA

Oracle Enterprise Manager Technical Support Engineer Resume Examples & Samples

Working directly with customers manage and resolve Service Requests on Oracle products and contribute to proactive support activities according to product support strategy and model
Actively share knowledge via Training sessions, Formal Mentoring, Creation/Review of Knowledge Repository Articles
Consults with Management in directing resolution of critical Customer situations
Participates in initiatives that improve overall product and documentation quality
Serves as Situation Manager on highly sensitive proactive and reactive Customer issues
Expert in Oracle Database Administration and SQL
Programming in Java, Perl and/or SQL/PL-SQL
Application Server/Weblogic Server
Networking administration

Manager Technical Support & Care Resume Examples & Samples

Plans, organizes, coordinates, assigns, and evaluates the activities of the Technical Support and Care staff
Sets work priorities, performs informal and formal evaluations and provides professional growth opportunities
Provides training, guidance and work counseling as needed for the purpose of actively working to create a team based on best practices to effectively accomplish the departments and division strategic goals and objectives
Determine staffing requirements for and select high caliber staff that have the right capabilities to help achieve the organization vision and strategic plans
Work with planning and finance teams to prepare a comprehensive budget
Communicate with senior leadership and cross functional teams of departmental goals, planning, initiatives, innovations and results
Communicates with customer(s)/quality leaders with regard to any product quality concerns, account technical problems and discusses customer concerns and suggestions. Focuses efforts on product feedback, enhancement, upgrades and development
Coordinate all quality resolutions between carriers and LG not excluding agent/store and LG and end-user escalation
Monitor and respond to communications from the field relative to quality issues for each assigned carrier account
Oversee communication plan to carrier call centers and social networking channels
Coordinate content development and training for flagship models between LGEAI, Marketing, and LG HQ
LI-SB1

Manager, Technical Support Resume Examples & Samples

Ensures quality customer service and availability on all inbound/outbound calling
Provides customer service and operations leadership with regards to all facets of customer contact and technical analysis
Manages, directs, and controls all activities related to resources such as headcount, management information systems, and training and development
Manages the development and implementation of effective policies, procedures, and programs to support customer care strategies
Designs and implements process improvements in partnership with related departments to maximize resources, improve technical
Sets standards of performance to meet established departmental goals
Develops and supports tactical implementation of the annual budget
Improves customer feedback mechanism and related work order processes to support technical development and improve customer satisfaction

Manager Technical Support Resume Examples & Samples

8-10 years of related experience, including supervisory experience
Experience with development and/or support of complex software
Customer Relations Management
Support team leadership and exceptional people skills
Multitasking and pragmatic solution delivery
High Availability

Manager.technical Support Resume Examples & Samples

Staff, manage and develop the team, including hiring, training, coaching and mentoring
Ensure delivery of industry leading support, meeting all expectations of our customers
Manage customer escalations to closure
Provide input on the strategic direction of the global Support team to develop and implement best practices
Partner with internal Sales, Services, Engineering and Support teams to ensure customer success on the Akamai platform
5+ years experience supporting enterprise customers in a 24x7 service environment
2+ years in a management or lead role of an internet or networking technical support team
BS in Engineering or equivalent experience
Experience effectively leveraging CRM systems, knowledge bases, and online self-help tools as part of an overall support strategy
Knowledge of the internet and networking technologies
Strong verbal and written communication and presentation skills
Experience driving process improvements in a high volume service and support environment

Manager, Technical Support Resume Examples & Samples

Manage a team of technical consultants providing customer issue resolution and training. This includes staffing, performance management, and employee development
Ensure Consultants provide timely and expert customer support to resolve a wide range of product usage and application issues for our customers, primarily through remote telephone and E-mail support but also through occasional on site visits
Make quick and sound decisions about how to handle critical problems that impact customer’s operating plants but are not solvable by normal support practices
Supervise day-to-day operations, including interfacing directly with customers as needed, and training new employees
Ensure satisfactory delivery of public and on-site customer training
Work as a member of the CS&T global management team to ensure departmental metrics are achieved
Function as an expert on the Aspen product line of software to mentor and train new support consultants
Deliver expert-level product training to customers on the Aspen software suite
Deliver pre-sales business consulting to AspenTech’s potential customers for leads which originate from the Telesales organization
Drive training opportunities and achieve targets for students trained
Bachelor’s Degree or equivalent in Chemical Engineering
Process simulation and modeling experience (HYSYS or Aspen Plus) is mandatory. Dynamic modeling, Heat Exchanger design experiences are advantage
Preferably seven years of relevant work experience in a technical field, preferably software support for the petroleum, petrochemical, or engineering industries with some successful supervisory experience. Minimum 3 years of experience in managing high performance technical team
Full language proficiency in Chinese and English communication
Domestic and International travel is required
Strong analytic and problem-solving skills. Strong ability to articulate them clearly (both written and oral)
Strong ability in cross-functional collaboration
Additional consideration for experience with Aspen’s proprietary software

Manager.technical Support Resume Examples & Samples

Workload management among team members, including implementation of innovative case management techniques
Identifying and working on issues that affect worldwide TAC (Technical Assistance Center) teams
Handling escalations and assuming ownership for the end-to-end customer experience
Reports to a senior manager in TAC
University Degree or equivalent plus 5+ years-related experience
Effective people management, leadership, and development skills
Skilled at building high performance teams, developing people and creating a shared vision

Senior Manager Technical Support Resume Examples & Samples

Ensure delivery of industry leading support as demonstrated through team performance metrics and pro-active, consultative deliverables
Manage customer incidents and escalations to closure
Act as main Point of Contact for the Americas Web Group, partnering with Global Services & Support to support customer’s and products of the Web Business Unit
Lead, grow, mentor and manage four Technical Support Managers located in San Francisco, Cambridge and Costa Rica
10 years of relevant experience with a Bachelor’s degree in Computer Science, Information Systems, Engineering, other technology related discipline or
8 years of relevant experience with a Master’s degree in Computer Science, Information Systems, Engineering, other technology related discipline
5+ years of experience in a client facing role supporting enterprise customers in a 24x7 service environment
2+ years of experience managing an internet or networking technical team
Working knowledge of the internet and networking technologies
Strong communication skills, both verbal and written presentation skills
Understanding of DNS and CDN technology
Experience driving strategy and leading a technical support team

Senior Manager Technical Support Resume Examples & Samples

Builds and supports scorecards that tie back to the work directly impacting
Focuses on both the 'how' and 'why' of all technical operational metrics to
Improves customer feedback mechanism and related work order processes

Manager, Technical Support Resume Examples & Samples

Receives assignments in the form of objectives and establishes goals with the direction of his/her manager to meet those objectives
Reviews and recommends changes to policies affecting his/her team. Exercises sound judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results
Tracks, monitors and regularly reports on team's operations, and closely manages hot customer accounts to develop path to issue resolution. Is responsible for delivery of superior-level service to end-user customers, and acts as point-of-contact for escalated issues to ensure appropriate response and focus of support teams
Interacts with regional and corporate management on matters between functional areas or customers and the company. Communicate appropriately to both technical and non-technical customers on issues worked by his team
Monitor incoming and existing workloads to ensure support reps are following the expected Service level goals. Achieve and maintain targeted team statistics along with other established goals. Ensures Customer Sat target indicators are achieved
Supervises individual contributors in accordance with company policies and procedures
Knowledge of Support processes and terminology. Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills
Strong organization and work planning skills. Ability to work on multiple issues and prioritize work accordingly to business processes. Must be motivated by challenges and be able to offer a solution for a problem
Skilled in leading personnel associated with account management at the enterprise level
Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when message content is difficult or critical
Proven ability to formulate and coordinate solutions to issues in conjunction with multiple functional areas when needed. Proven ability to work in a fast-paced environment and use judgment in handling customer calls and providing technical assistance
EP

Manager Technical Support Resume Examples & Samples

Excellent customer service attitude and the ability to interact with customers in a professional manner
The ability to work in a fast-paced environment and use judgment in handling customer issues and provide technical assistance as needed
Excellent troubleshooting and debugging skills
The candidate should be a highly capable communicator (oral and written), who can precisely explain technical phenomena to product managers, internal Citrix management and external customers
Provide technical diagnosis, troubleshooting information, workarounds and root cause analysis
Escalate cases to Product Development Engineering management when additional resources are required
Should be able to de-escalate/defuse sensitive customer situations by using appropriate communication planning and follow through that helps drive confident communication
Should be able to effectively communicate with VP level leadership for both internal and external audiences
Expected to drive critical issue management communication to ensure actions are set, assigned and delivered
Provide assistance to Development during remote debug dial-in sessions
Conduct periodic review of open escalations for the team with Developers to ensure proper issue priority assignment
Help team members to reproduce customer issues in the Laboratory to verify problems and provide feedback to the Development department as needed
Leverage the CRM to perform case reviews and audits and provide feedback to less tenured/junior team members
Expected to know how when and how to raise concerns when assigned tasks are over and above what can be managed and committed to with success
Promote a team environment by assisting and contributing to fellow Citrix employees whenever necessary to enhance the professional development of everyone within the organization
Web Application Firewalls (e.g. Citrix NetScaler, Imperva, Akamai)
WAN Optimizers (e.g. Citrix CloudBridge, Riverbed Steelhead, Cisco WAAS)
Sniffers and Protocol Analyzers (e.g.Wireshark, tcpdump, ethereal)
Knowledge of routing protocols (RIP, OSPF, BGP) and switching technologies
A strong working knowledge of application layer protocols
Understanding of CRM system and correct use/effective case documentation skills
Appropriate time management skills and ability to handle difficult customer conversations
Knowledge of call escalation processes
Design and host advanced training classes quarterly for internal teams
Increase skill set with Network Operating Systems and network monitoring, sniffers and protocol analyzers
Increase knowledge of Security technologies
Increase knowledge of Layer 4-7 load balancing and SSL acceleration
Ability to perform in-depth analysis of memory/core dumps, user dumps, network traces and Citrix specific tracing and logging
Ability to investigate failures in Citrix modules with custom debug tracing necessary to isolate root cause
Develop deep technical understanding in multiple components in their core Citrix product line and underlying technologies
Should be able to analyze gathered information, pinpoint missing data, and provides feedback to the less senior members of the team letting technical direction on those cases

Manager, Technical Support Resume Examples & Samples

Provide leadership to the North American team of Customer Support Engineers (based in Salt Lake City, Utah), managing and supporting their daily workloads and long term objectives
Act as an escalation point for customer and partner support problems that may be raised for expedited resolution
Act as a customer liaison to prioritize top issues and features with Engineering and Product Management
Improve the quality and efficiency of the service we deliver to our customers as a means to improve customer satisfaction
Manage strategic international operations initiatives for our customers and partners, working closely with cross-functional management
Assess, evaluate and establish global processes, partnering with the global support management team and/or other regional management teams where appropriate
Review and evaluate support engineer performance, working closely with them to develop and accelerate their career paths
6+ years providing customer facing product/technical support in a POS or omnichannel type role
5+ years of experience in managing an organization or leading customer interactions
Knowledge of omnichannel retail applications (point of sale, ecommerce, order management, payment solutions)
Point of sale system installation, monitoring and troubleshooting experience
Good knowledge of retail operating systems and procedures
Solid knowledge of IT applications and application delivery
Familiarity with tools & practices of the customer support trade such as case management, knowledgebase, and defect/escalation management
Experience with or knowledge of providing SaaS Support
Excellent interpersonal and communication skills (both verbal and written)
Demonstrated integrity and maturity, and a constructive approach to challenges
Ability to anticipate and adapt
Strong MS Office skills - Word, Excel, PowerPoint

IT Manager Technical Support Resume Examples & Samples

Provide leadership to a team of administrators fostering individual responsibility and accountability to the users of IT services delivered
Work with the appropriate IT group to promptly resolve situations
Initiate and follow through with other SAs and IT team members in preparing written documentation of work activities related to installations, upgrades and designs made to hardware systems and software
Partner with IT leadership in order to implement a consistent network-wide environment within the business organization. Participate in, and conduct as necessary, training for applications and assists to provide instruction to further the understanding of network and or application function
Maintain relevant technical knowledge to help Hunter Douglas succeed and thrive in Information Technology. Partner with the business to understand where applications can be the most efficient
Develop and maintain a Disaster Recovery process on systems and participate in Disaster Recover Exercises when scheduled
Direct a team of administrators to deliver data processing information and equipment to Hunter Douglas. Evaluate administrator technical skills to consistently exceed the requirements of the business
Day-to-Day activities include staff allocation and assignment, workload balancing, resource planning and forecasting
Evaluate hardware and software solutions to offer the highest value to Hunter Douglas. Propose infrastructure improvement as part of budget planning to highlight systems that are critical to the operation of Hunter Douglas North America. Offer expedient delivery of data processing hardware and software through the MIS purchase request process. Ensuring the products meet Hunter Douglas standard and expenses are maintained through purchasing guidelines and the annual budget process

Manager, Technical Support Resume Examples & Samples

Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc
Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team
Participate in weekend and holiday on-call rotation as required
Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement
Manage to the company and department’s vision, mission and values
A minimum of 6 years technical support and service management experience with a minimum of 3-4 years in supervisory role is required
Experience managing Enterprise support in a large and complex environment in a web based service and technology
Proven capability of having successfully delivered on support metrics and managed support team

Senior Manager, Technical Support Resume Examples & Samples

Bachelor’s degree in Computer Science or related discipline
Twelve years of experience in the technical implementation of software systems, and managing large projects and programming teams. Three years of direct customer experience. Five years of experience in a leadership role
Experience in managing a P&L
Preferably an Australian Resident / Citizen
Excellent interpersonal, verbal and written communication, organizational, and problem-solving skills
Ability to handle multiple, high-priority, high-impact projects concurrently and adapt to changing priorities and deadlines
Ability to identify and implement changes in Technical Support policies and procedures
Ability to think strategically about the impact new software, company initiatives, and/or changes in the business climate will have on Technical Support
Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives. Implements strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results. Establishes and assures adherence to budgets, schedules, work plans, and performance requirements
Ability to thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship

Project Manager Technical Support Resume Examples & Samples

Industrial engineer or Civil engineer
At least 5 years of experience in a similar position
Takes action to monitor and control costs within team managed
Plans and allocated resources according to priorities; manages allocated budget
Based on potentially incomplete or conflicting information, takes appropriate decision after analyzing possible alternatives. Assumes full accountability for decisions taken
Decisions are guided by policies, procedures and own business plan and impact the efficiency and effectiveness of own unit and other units with interrelated processes
Sets priorities to ensure short-term objectives are achieved
Obtains adhesion in the compliance of rules and procedures
Ensures the coherence of team members’ contributions and the quality of final result with respect of procedures
Develops short-term plans for team managed and takes full accountability for delivering to plan; finds a way around obstacles
Promotes teamwork and works to establish consensus among team members by involving them in issues that affect them
Identifies needs or possibilities for individual competency development and defines appropriate actions
Drives the team towards optimizing solutions relating to specific issues; identifies new and less obvious solutions
Sees multiple relations: analyses the relationship between several components of a problem or situation and sets short-term priorities for problem resolution by the team
Ensures others are very clear about own position when uncertainty exists
Communicates in a manner which is always clear, concise, well structured and easily understood, using the most appropriate communication channels
Demonstrates technical expertise in own area
Manages CAPEX budgets for equipments under his/her responsibility
Ensures modificative maintenance of part of the MPU’s equipments and buildings in order to make sure of their maximum availability
Plays a key role in the cross-discipline effort by providing technical support to the deviation handling process (root causes identification and selection of CAPAs in order to avoid recurrence of deviation with technical root causes)

Manager, Technical Support Resume Examples & Samples

Manage the day to day operations of the Contact Center including recruiting, training, mentoring, motivating and managing a staff of Support Analysts
Monitor case load and ensure adherence to the SLA
Mentor direct reports, provide growth opportunities and conduct performance reviews
Monitor KPIs to measure team performance and drive process improvement
Compile efficiency metrics and present recommendations to management to drive change
Handle client issue escalation and resolution through all levels of an organization
Assign and manage projects based on new product releases, call related issues and/or training needs within the organization. Track projects and initiates documentation based on project successes
Provide empathy and understanding of client issues and the impact on their business operations
Establish effective processes and practices for knowledge sharing and communication
Work with Technical Support, Business, Development, and Quality Assurance teams to escalate and resolve defects
Review departmental communication and processes, recommend improvements and drive efficiency
Review Satisfaction Survey data and leverage feedback to coach direct reports and drive satisfaction
Ensure coverage for off hours issues as defined by the SLA
A minimum of 5-7 years of technical experience with 2+ years at the management level
Hands-on software support experience combined with strong management and communication skills
Skilled at problem-solving, decision making, and negotiations
Strong interpersonal skills; able to communicate at all levels of an organization
Able to manage multiple projects simultaneously
Able to navigate challenging situations in a professional manner
Experience working with Salesforce and understanding of SaaS architecture a plus
Proven ability to execute in a customer-focused environment and advocate for customers across a cross-functional organization
Demonstrated ability to manage changing and multiple priorities
Able to communicate verbally to technical and non-technical audiences and at all levels of the organization and across client base

Manager Technical Support Resume Examples & Samples

Minimum 8 years related experience; 5 years prior management/supervisory experience preferred
GDS domain experience desirable but not essential
Experience of working with SOAP based web services is desirable but not essential
Experience running data center operations desirable but not essential
Proficient computer software skills

Manager, Technical Support Resume Examples & Samples

Ability to effectively work with tight schedules and fast paced environment
Functional or technical salesforce.com application knowledge
Experience building or managing Support teams
Serve as a manager, mentor, knowledge resource, and escalation point for support agents ; Build credibility and trust within the support group
Flexible to work in AMER Work Hours and on weekend shifts as per Business Needs
Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues
Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management

Manager, Technical Support Resume Examples & Samples

Can independently implement programs that positively impact KPIs – Time-to-resolution, CSat, FCR%, backlog, KCS, and case quality
Consistently review case activity and ensure difficult customer situations are effectively managed and resolved
Develop the team through the creation of personalized career development plan for each employee
Interacts with regional and corporate management on matters between functional areas or customers and the company. Communicate appropriately to both technical and non-technical customers on issues worked by the team
Motivates the team, and provides counseling and direct feedback on a regular basis
Creates an environment that is open and creative. Ideas are welcome and accountability reigns
Contributes to team success through expanding scope to encompass project/program participation. Innovation in process, tools and systems is an exception. Advocating for, and leading, change is a necessity
At least 2 years of Mid-level management experience in a technical support environment, with advanced customer interaction is of benefit
5+ years of overall technical support or relevant experience
Strong verbal and written fluency in English. Must utilize exemplary communication skills when dealing with customers and business partners
Effective personnel leadership experience required, with goal setting and action plans for career development on a team and individual basis
Must exhibit effective customer service attitude, be able to lead a team in resolving difficult customer situations
Demonstrable advocacy for customers, employees and business objectives is a must
Knowledge of Support processes and terminology is a must have. Expertise in workforce management is a requirement – scheduling, performance management, goal setting are examples
Critical thinking is a required skill. Impact, alternatives, analysis, and recommended course of action is an expectation
Expertise in supporting a top-tier customer base is required. Exposure to Citrix, VMware, Microsoft and Cisco products is beneficial

Team Manager, Technical Support Resume Examples & Samples

Strengthen relationships: Coordinate business efforts across functional units
Keep management updated: Provide the Center Director with a daily operations brief
Drive Sutherland forward: Oversee operations to meet delivery, financial, KPI, and employee engagement goals
Support the team: Manage critical and high impact escalated problems for customers, and ensure ownership of issues until resolved completely
Improve the company: Contribute to project management and process improvement; own the effectiveness and execution of the change management process
Build the team: Oversee recruiting, developing, and retaining high-performing executives and staff members; conduct interviews with Support Engineer candidates & Team Managers
Impact the bottom line: Help develop, deploy, and maintain Center Performance Diagnostics; ensure operating environment is conducive to delivery of financial, KPI, and employee engagement goals
Shape workplace culture: conduct employee performance reviews/evaluations and regular career planning sessions with employees; lead, schedule, coordinate, and in daily work, meetings, and projects relevant to the team and unit; address daily issues that affect support at the team and the unit levels

Manager, Technical Support Resume Examples & Samples

Must possess a Bachelor of Science in Computer Information Systems or equivalent experience, Master degree in Computer Science/Engineering and/or MBA preferred
ITIL certification required or equivalent experience
Six Sigma certification(s) required or equivalent experience
PMI certification required or equivalent experience
Technical certifications (e.g.-MCSE, CCNP, CCP, etc.) are expected; but, not required
At least 5 years of Mid-level management experience in a technical support environment, with advanced customer interaction is of benefit
8+ years of overall technical support or relevant experience
Strong verbal and written fluency in Spanish and English. Must utilize exemplary communication skills when dealing with customers and business partners

Manager Technical Support Resume Examples & Samples

Successful supervision of, and ability to provide leadership to, deployment employees of various labor categories and skills in telecommunications or IT deployment projects
Knowledge of, and experience with, configuration management and quality assurance concepts and guidelines, to include IEEE, ISO 9001:2000, and SEI CMM standards
Knowledge of, and experience with, telecommunications or IT deployment projects of classified systems with encryption devices
Knowledge of, and experience with, network security
Knowledge of, and experience with, networking and network-based software applications
Knowledge of, and experience with, encryption devices and COMSEC procedures as they relate to classified networks
Experience developing organization system security architecture and IA policy
Up-to-date knowledge of current and emerging network and infrastructure technologies
Experience with Business Intelligence i.e. strategy planning, implementation
Excellent written and verbal communication skills, including experience in presenting material to senior Government officials and proficiency in the use of Microsoft Office applications
Knowledge of industry and Government best practices
Gathers metrics, performs analyses and reports findings
Participate in Technical Exchange Meetings (TEMs) and monthly reviews as required
Provide function guidance, supervision, technical support, and training
BS in Information Technology or IT engineering related field of Study
At least ten years of demonstrated experience in the successful project, cost, and schedule management of all aspects of deployment of classified enterprise IT and telecommunication services at customer and other infrastructure locations
Ability to present customer briefings on status of efforts and project status
Previous military experience preferred

Senior Manager, Technical Support Resume Examples & Samples

Participate and contribute to the overall strategy, goals and objectives of the group
Develop and execute plan to develop the EMEA Technical Support function to become an add-value business partner across the region and firm, demonstrating deep technical knowledge and insight in the core functions of the group
Develop an annual, 3-year and 5-year plan in support of evolving the EMEA Technical Support team working collaboratively and proactively with global counterparts and business partners
Maintain up-to date technical knowledge of existing and new global securities markets, products and regulations. Educate and provide updates to others in the organization as necessary demonstrating a deep understanding of operational risk consideration and impacts
Represent Invesco at internal and external industry forums, building and maintaining strong connections to industry peers, research best practices and other information to identify potential enhancements
Evaluate current methods and strategies, initiate and lead changes and improvement
Participate and contribute as a member Invesco governance forums and steering groups including chair responsibilities
Experience in leading diverse teams and working with individuals across departments at all levels
Senior management level leadership experience
Proven securities industry experience in either custody operations or investment bank environment
Excellent communication and interpersonal skills at many different levels in the organization
Able to construct a compelling case and present it concisely to executives and fund boards
Able to motivate others and obtain buy-in
Excellent knowledge of various global investment products and markets, deep regulatory knowledge and the operational risk framework in respect to the core Global Portfolio Operations activities
A self-starter who is able to quickly establish credibility as a senior leader and to build relationships with internal and external business partners
A demanding yet tactful approach to management which raises the bar for delivering services
A passion for process improvement/automation and the drive to deliver productivity results year over year
The ability, energy and drive to successfully collaborate with global teams and influence global partners
The ability to define and articulate strategic vision and provide compelling leadership
Excellent interpersonal skills necessary to effectively communicate over the phone with a variety of individuals at all levels and diverse business background in a confident and engaging manner
Customer focus and with a keen interest in providing superb services to business partners
Demonstrated success in leading, championing and implementing change

Senior Manager, Technical Support Resume Examples & Samples

Responsible for People Management – Hiring, productivity, employee morale, resource allocation and utilization, team motivation, attrition and training
Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences
Represent the Platform, Product and ServiceNow effectively with customers
Manage major operations outages and communications to the customers
Customer first Mind set and a “Get it done” attitude are critical success factors for this role
Demonstrated ability to provide exceptional internal and external customer care
Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses
Ability to lead change by effectively building commitment and winning support for initiatives
A trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards. Strong analytical and problem-solving skills

Assistant Manager, Technical Support Resume Examples & Samples

University degree in Computer Science / Information Technology or equivalent
8+ years professional experience in IT technical support
Prior work experience with a large enterprise
Solid experience in managing service partners, external vendors and suppliers
Familiar with ITIL service delivery process
Exposure to ISO 27001, PCI-DSS controls and processes would be an advantage
Exposure to BCP & Disaster Recovery planning & Implementation
Excellent interpersonal skills and team player
Solid experience on problem solving across wide-range of different infrastructure especially on Active Directory and SQL Server
Strong communication skills in English and Chinese

Netbackup Manager, Technical Support Resume Examples & Samples

To manage and develop teams of Technical Support Engineers at all levels and to ensure that individual performance measurement objectives are met
To drive and deliver a quality service to our customers
To manager and build relationships with external third parties
Perform regular reviews with team members, working with them to create and implement their individual development plans
To build and maintain internal relationships and communicate effectively with customers
To effectively manage resources to provide optimum support for customers at all times and to ensure that Service Level Agreements are met
To effectively service Management Escalations in line with our accepted processes
To review, design and implement existing and new processes and to carry out workflow analysis
To support the growth of the business through the recruitment of new staff
To manage change in what is a constantly evolving environment
Must be an effective communicator at all levels from engineer to senior management
Proven ability to manage and implement change in a highly dynamic environment
High-level contributor with theoretical and practical expertise in one or more areas
The ability to work under pressure, assume responsibility for the team and act on initiative without close supervision are all essential characteristics
A minimum 3 years’ experience managing teams of Technical people
The skill to motivate staff in a highly demanding environment
Experience in challenging and improving on current processes and practices
A proven ability to be flexible
Thorough understanding of Veritas’ business and market position
Proven Problem Solving/Analytical Skills, able to analyze information and utilize the results, within short timeframes

Manager, Technical Support Resume Examples & Samples

Strong understanding of Cloud-Based infrastructures and technical support background in assisting customers troubleshoot Cloud and SaaS technologies
At least 2 years of Mid-level management experience in a technical support environment, with advanced customer interaction skills. Or at least 3+ years of experience in a Technical Support role
Previous account management or account executive skills required, with ability to organize and track multiple projects
Must utilize exemplary verbal and written communication skills when dealing with customers and business partners

Manager, Technical Support Resume Examples & Samples

Must clearly understand and supervise Technical Support team members in assigned work
Ensure all Technical Support and company standard operating procedures and policies are being followed and adhered to
Train, direct and monitor activities of Technical Support team members
Assign specific tasks to Technical Support team members to maximize daily productivity
Respond to unsatisfied customers and partners to resolve problems
Provide back-up and emergency support for all activities
Provide productivity reports as required by senior Technical Support leadership
Perform quality control audits of support calls, documentation, and adherence to standard operating procedures
Maintain senior Technical Support leadership’s awareness of Technical Support team member status and any outstanding issues
Work directly with Technical Support team members to ensure work quality, productivity, and customer satisfaction are maintained daily
Perform all human resources duties related to Technical Support team members including selection, termination, performance evaluation, motivation, pay status change recommendations, discipline and training and development
Help analyze areas that can be improved in Technical Support’s standard operating procedures
Help evaluate and assist in the evolution of the support delivery systems
Monitor incoming support calls, emails and web inquiries
Analyze support case trends and generate reports as required by senior Technical Support leadership
The ability to rapidly learn our document imaging software suite of products
Excellent presentation and both written and verbal communication skills
Proven track record of team leadership
The ability to create and maintain project documentation including requirements, timelines, schedules and tasks, risk assessment, status reports and general project communications
The ability to manage multiple issues, support tickets, and team members simultaneously
A proactive and energetic management/leadership style in a team environment
A proficiency in multitasking and coordination
An ability to adapt to and work with a highly diverse customer base
2-4 years management experience
Strong technical skills, analytical skills and excellent problem solving skills
Excellent written and verbal communication and organizational skills
Exceptional customer service, coaching and people skills
The ability to prioritize, delegate and manage multiple tasks and conflicts

Quality Program Manager Technical Support Resume Examples & Samples

Performs daily audits of customer support cases using our Issue Quality Survey system to provide Customer Support Managers with KPIs on case quality of their direct reports
Works directly with Customer Support Managers to identify training gaps with individual engineers and agree / collaborate on remediative activities
Reports to Senior Customer Support Management on larger trends identified in knowledge gaps and co-ordinates with global SMEs to ensure training implementation
Curates Commerce Cloud Knowledge Base to ensure highest editorial standards are met and that duplicate and outdated articles are removed
Evaluates searchability of Knowledge Base Articles based on case-deflection metrics and drives improvements to both individual articles and article templating system
Reports to Senior Support Management on case-deflection and drives initiatives for constant improvement to KPIs
Collaborates with owners of Knowledge Management Systems on new features and enhancements to increase both productivity of knowledge base creation as well as usability for our customers
BS or MS in Computer Science or related area
3+ years at the Management level, preferably managing individual contributors, and driving customer-focused improvements to their execution
8+ years of customer support agent experience working directly with customers of all sizes
Previous experience directing and maximizing the benefits of collaborating global teams
Practical experience managing support teams, with a strong understanding of all technical support functions and related engineering responsibilities
Must have previous and demonstrated leadership experience in a technical support environment
Excellent customer focus with a strong understanding of usability
Strong editorial skills and sense of brand identity and integrity
Must possess a strong understanding of customer support case quality and hygiene
Has experience collaborating and communicating with leadership across organizations and geographies
Flexibility, integrity and creative problem-solving skills are a prerequisite to be successful in this role
Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required
Fluent in English. Any of the following languages a plus (French, German, Italian, Spanish)
LI-Y

Senior Manager, Technical Support Resume Examples & Samples

Active participation to develop and implement strategic and tactical plans to guide the support team to accomplish their goals
Review and maintain customer service policy and procedures, making changes when necessary to improve service delivery and business results
Ensure that service delivery meets or exceeds company standards and customer expectations. Directs business /process changes driven by data
Maintain high customer satisfaction survey results; taking appropriate actions to continue to raise team performance through analysis of customer survey results. Anticipate customer needs and implement strategic plans that will improve customer satisfaction
Develop and manage operations and budgets to meet targeted goals
Ensure down system or IT related service events are managed effectively in accordance to escalation policy. Ensure team members execute down system/IT service event process flawlessly resulting in customer satisfaction
Build a strong Tier 2 team of highly knowledgeable, motivated and dedicated individuals through staff development and sound hiring practices
Manage team performance both through the performance management process and also by providing regular coaching and feedback
Lead training initiatives to ensure adequate training of the staff ensuring technical service and clinical effectiveness, customer service skills, and process knowledge
Supports the development of the team by conducting regular development planning sessions and providing coaching for career growth
Provide leadership for cross-functional cooperation and optimum service delivery, through improved processes, automation, technology and organizational development
Champions change by supporting creative proposals for doing things a better way; paves the way for positive change, diminishes fear and persuades others to let go of resistance and embrace change
Delegate effectively to team members to enable education, shared responsibilities for department performance and accomplishment or project initiatives
Set the example for collaboration with Customer Care Services Center, service regions, sales, business groups, global teams and other Philips Health Systems departments
Develops action plans based on reports reflecting service levels, call volume forecasting and manpower requirements

Senior Manager, Technical Support Resume Examples & Samples

Assist Technical Support leadership to schedule and manage resources to deliver optimal support services
Design and implement, as well as evolve existing, issue handling processes, procedures and best practices, resulting in world-class response, resolution and closure times
Develop and implement metrics for team performance, including case management, workload, and customer satisfaction
Works toward objectives established by upper levels of management
Champion case management processes and monitor high priority customer and partner cases
Recommend departmental specific procedures and implement those that are approved
Ensure that project milestones and goals are met
Respond to customer and partner support service delivery inquiries regarding company products, features and services
Elevate product defect fix requests to Product Development resources and Executive Management, adhering to documented protocol
Track and update critical product defect fix requests as documented
Provide multiple levels of escalated support based on the complexity of a technical issue
Perform all human resources duties related to Technical Support team members including recruitment, selection, termination, performance evaluation, motivation, pay status change recommendations, disciplinary actions when necessary, training and development
Assist in the defining of the strategy for the continual training of staff to support the business, including new product releases and staff development
Schedule and conduct conference calls with customers and partners as needed
A minimum of 7+ years providing enterprise level technical support experience
Ability to manage a small to medium group of Managers of Technical Support, skilled entry-level to advanced engineering resources and other ancillary roles
Result-oriented with strong problem-solving skills
Ability to successfully recruit hire and retain Technical Support resources
Must have demonstrated expertise in improving and managing Technical Support processes and methodologies
Must have demonstrated Knowledge Centered Support (KCS) management experience
Must have experience managing 24X7 support and managing remote support teams
Must have exceptional organizational, time management, analytical and multi-tasking skills

Manager, Technical Support Resume Examples & Samples

Provide daily direction and oversight to team members such that production requests are handled in a timely and efficient manner, aligned with client expectations
Successfully engage in all phases of personnel management for employee hiring, coaching, training, development, and performance reviews
Ensure compliance with key performance indicators (KPI) and productivity reporting to ensure appropriate client milestones are achieved daily
Suggest methods to improve process flow, efficiency, and service experience to both internal stakeholders and external clients
Identify gaps/trends in use of applied knowledge and seeks to coordinate appropriate coaching opportunities directly with team members
Facilitate client escalation process inclusive of working cross-functionally to derive solutions
Maintain awareness of new Billtrust products, functionality, and processes
Actively contribute to knowledge management and subject matter programs
Understand the importance of creating an effortless service experience, its impact to clients, and how it differentiates Billtrust

Manager, Technical Support Resume Examples & Samples

Receives assignments in the form of objectives and is able to establish goals independently to meet those objectives
Reviews and recommends changes to policies affecting multiple support teams. Participates occasionally in Worldwide projects with specific assigned to him/her by project manager
Interacts with worldwide and corporate management on matters between functional areas or customers and the company
Monitor incoming and existing workloads to ensure support reps are following the expected Service level goals. Achieve and maintain targeted team statistics along with other established goals. Conduct, review, and respond to customer satisfaction surveys. Help prepare action plan(s) to address identified issues
Identifies and fulfills formal and informal training needs to meet the skills and experience requirements of the team and support business goals
Works with employees to create performance and development goals that align with the department goals and conducts employee performance reviews
Manages staff scheduling to meet business goals including work assignments/rotations, employee training, employee vacations, employee breaks, overtime assignment, back‐up for absent employees, and shift rotations
Adheres to Affirmative Action and Equal Employment Opportunity Program principles
Minimum 3+ years of experience in a lead role providing guidance to more junior team members
Excellent organization and work planning skills. Ability to work on multiple issues and prioritize work accordingly to business processes. Must be motivated by challenges and be able to offer multiple solutions for a problem
Possesses an extensive knowledge and experience in managing staff and handling positively and efficiently team related issues
Proven track of successful resolutions of critical and sensitive issues by driving appropriate actions across teams

Manager, Technical Support Resume Examples & Samples

Creates a sense of urgency and culture to drive "platinum service customer experience" results by internal teams and/or third-party partners who deliver services as part of our operational capability. May host or drive service level measurement, monthly service level reviews to include supplier performance. Manages relationships and activities both internal and external across Macy's Inc
Leads and builds our culture – communicates, coaches, trains and shows a commitment to develop our employees in all business processes, hardware/software and computing solutions to drive employee growth and career development to achieve the organizational mission. Recognizes and celebrates individual, team and organizational results and accomplishments as a top priority. Is widely trusted: is seen as a direct, truthful individual. Removes barriers so direct / indirect reports can perform effectively
Effectively communicates technical and non-technical topics and builds effective networks with different teams or divisions of MST/Macy's Inc; understands how all the parts of the company work together. Fosters open communication by encouraging the expression of ideas and opinions
Assures smooth flowing, timely transmission of critical information
Oral and written communications is well organized, clear, accurate, grammatically correct and is adapted for the target audience. Listens to others without interrupting. Seeks clarification and confirms shared understanding when communicating
Operational Excellence – responsible for financial budgets and process discipline driving the "business of Field Services" functional components required to measure, change and deliver continuous improvement within the Field Services organization
Ensure that deadlines are met by effective planning, organizing, prioritizing and delegating work through metrics and talent for the business
Takes the initiative to drive change through behavior and words
Strategic agility through evaluation of the Field Services operating and financial models to drive best of breed delivery, cost optimization and resource development
Spends his/her time and the time of others on what's important; quickly zeros in on the critical issues; can quickly sense what will help or hinder accomplishing a goal
Coordinates and provides input along with the Field Planning and Project Management team in the development, staffing and on-time delivery of projects
Ensures engineering design support in conjunction with IFS and Application Development partners to meet business requirements
Provides timely status reports, updates and completion information to field personnel and leadership
Bachelor's degree and 8-10 years of experience in a key leadership/managerial role in a technical or service
Excellent written and verbal communication skills. Ability to read, write, and interpret documents
Very strong analysis/troubleshooting skills. Strong partnering skills. Strong relationship and team building skills
Strong leadership skills, including ability to effectively develop the skills and abilities of team members, participate in decision making process on key issues (e.g. task assignment and scheduling, asset management and project strategies, etc.)
This position involves regular walking, standing, sitting, hearing, seeing, talking, climbing ladders/stairs, twisting, stooping, kneeling, squatting, crouching, bending from waist and knees, reaching above shoulders and overhead
The position also involves regular moving/pushing/pulling/carrying items under 45 pounds and lifting items under 45 pounds from floor to waist and waist above shoulders
Outstanding customer focus. Strong sense of urgency. Ability to be flexible with changing circumstances and customer needs
Demonstrated ability to establish and maintain collaborative partnerships with other MST personnel and the customers
Excellent resource planning and time management skills
Proven ability to effectively lead, motivate and develop managers and associates through mentoring and coaching, removing barriers, challenging staff and fostering team management
Ability to model professional leadership skills and behaviors
Strong decision-making, crisis management, and negotiation/conflict resolution skills
Strong communication (both written and verbal), and organization skills. Ability to create, drive and implement strategic business initiatives
Ability to manage change effectively and maintain a flexible response to changing circumstances and customer needs

Manager, Technical Support Resume Examples & Samples

Provides technical direction to employees and peers to expedite the investigation and resolution of software and hardware issues for the Service Assurance applications. Drives long-term design improvements with peers in Design to ensure resolution of chronic issues. Manages vendor relationships to ensure Service Level Agreements for fault resolution are maintained
Approves network changes in accordance with the T-Mobile Change Management policy
Ensures that network outages are investigated thoroughly and appropriate corrections are put in place to prevent reoccurrence
Defines and monitors metrics to maximize application performance and to ensure systems have adequate capacity to support projected subscriber growth rates
Strong Leadership & Management skills, including strategic thinking, self-awareness and empathy
Mastery of applicable IT standards
Strong interpersonal skills and a high standard of written and verbal communication skills
In-depth knowledge of industry best practices in a Wireless Network Operator environment
5 years technical development, test or technical support role within telecommunications industry
3 years experience in operations and maintenance of a large wireless operator network
Strong RF experience
Experience with telecom network performance management tools (ie – Splunk)
Experience designing or maintaining network performance management applications
Experience with Business Objects, Tableau, etc
Experience designing, supporting and operating a large scale database environment, Oracle preferred
Experience with server and storage design for big data solutions
Experience working in Linux environments, priority given to those with understand of administrative functions
Experience working in Oracle or similar database environment, priority given to those with SQL, PLSQL and administration experience
Experience developing or managing frontend application development, preference given to those with HTML 5 experience
Bachelors Degree or equivalent experience. Technical discipline; advanced degree preferred

Manager, Technical Support Resume Examples & Samples

Bachelor degree or relevant work experience with 5+ years managing a high caliber technical support team in a storage, enterprise software or systems technology company
Razor sharp customer focus with the ability to calmly manage difficult situations
Ability to handle high pressure, time-sensitive situations with strong communication and interpersonal skills
Strong organizational skills with an attention to detail and outstanding problem solving skills
A working knowledge and/or experience with some of the following technologies are a major plus: data storage, server technologies, virtualization, networking
Good technical understanding and or working knowledge of storage systems and networking
Comfortable filing bugs and working with engineering to articulate problem scenarios for reproducing issues

Manager Technical Support Resume Examples & Samples

Complete ownership of customer satisfaction with the services your team provides
Stay abreast of trends in technology (internal and external to Cisco) and ensure that your team is well positioned to support the changing needs of the marketplace and Customers
Communicating with customers to ensure they are receiving the right support from your engineers
Establish strong interlock with the BU, SRE, AS community to address any issues related to solutions or product
Continuously innovate service and processes to ensure that we remain the best in industry
Be a guide, mentor and coach to your team. Build and develop a high performing team
Develop and execute a resources skills matrix, addressing the team's workforce planning and skill requirements
Define Responsibilities and expectations of each engineer on the team. Solicit, document, and provide balanced feedback on their performance, addressing opportunities for development and growth. Recognize and reward outstanding and exceptional performance
Promote and cultivate a team spirit and culture built on open communication, collaboration, teamwork, trust and integrity
Effectively manage day-to-day team operations. Accountable for developing and executing action plans to meet team objectives that contribute to the business priorities
Demonstrated strong CLEAD attributes
Ability in leading a technical team providing technical support to a large and diverse customer base
Demonstrated people management and influencing skills
Strong customer focus with can do attitude to thrive in a team environment which incorporates many cultures and work styles
Ability to learn and adapt quickly is must
Aptitude to learn new solutions & architecture to be conversant with customers and stakeholders
Strong business and operations acumen
Good understanding of networking with reasonably good knowledge of at least two or three Cisco products/technologies
Good understanding of the technical services business
Ability to work effectively with and influence global network of stake holders
Ability to operate independently and make decisions quickly
Ability to work with peers in challenging situations
Ability to drive KPIs under challenging circumstances

Manager Technical Support Resume Examples & Samples

Responsible for growth and enablement of the regional Customer Support team
Manage strategic regional operations initiatives for our customers and partners
Assess, evaluate and establish regional and global process, partnering with the global management team where appropriate
Review and evaluate engineer performance working closely with engineers to develop and accelerate their career paths
6+ years providing customer facing product/technical support (Web based products or eCommerce preferred)
2 + years of experience in managing a support organization or leading customer interactions
Strong troubleshooting/root cause isolation skills with web technologies such as JavaScript, HTML, XML, Web Services
Familiarity with tools & practices of the trade such as case management, knowledge base, defect & escalation management
Fluent in English. Any of the following languages a plus (French, German, Italian, Spanish)
BS or MS in Computer Science or related area
Excellent customer focus
Experience providing SaaS support
Experience developing web applications a plus
Must possess a strong understanding of support case quality and hygiene
Has experience collaborating and communicating with leadership across organizations and geographies

Manager, Technical Support Resume Examples & Samples

Serve as a manager, mentor, knowledge resource, and escalation point for Tier 2 Support employees; Build credibility and trust within the support group
Ability to effectively work with tight schedules and fast paced environment. Experience/Skills Desired
Experience building or managing Developer Support teams

Associate Manager, Technical Support Resume Examples & Samples

Manage and maintain a team of technically skilled engineers covering Application Platform Support solutions
Manage customer escalations for highly technical support requests from enterprise customers
Continuously promote and guide the professional and personal development of your team
Implement strategic changes to improve knowledge management, customer support, and problem solving
Coordinate improvement programs for global support processes and procedures
Provide leadership in problem solving, including proposing and discussing fixes, providing advice, and educating customers
Interface with other teams including sales, services, engineering, and product management to prioritize customer requests
Commercial experience in a customer service or technical support environment for a technology-oriented company or department
Proven ability to learn and apply new skills and processes rapidly and coach others
Demonstrated team-management experience with solid customer focus
Ability to identify potential and motivate and develop your team from scratch
Ability to handle multiple task at once, prioritize, and work well under pressure
Ability to communicate effectively with customers, third-party vendors, and Red Hat associates
Familiarity with Enterprise Java or cloud technologies in the enterprise sector is a plus

Manager, Technical Support Resume Examples & Samples

Supervise the day to day operation of the product support groups to ensure that the operation is within standards to deliver a superior experience to our customers
Ensure prompt and efficient telephone or on-site response to field requests for technical assistance needed to resolve problems and complaints
Maintain liaison between service and business units
Track various performance criteria and attendance policies to include scheduling, vacations, payroll and hours worked
Prepare and present yearly performance reviews as well as quarterly touch bases
Responsible for hiring and training of new employees as well as conducting onboarding programs
Receive, investigate and resolve customer and field inquiries relating to but not limited to service performance, product quality, parts quality
Plan and execute ongoing Customer Service training to include, but not limited to, the following training courses: Microsoft products, Customer Service skills, operating system, HDA System, Metrix, FSA
Plan monthly meeting agendas and facilitate monthly team meetings
Encourage and actively engage in career development discussions with interested Reps
Obtain extensive product knowledge of the entire product line, accessories, parts and their relationship to specific devices and systems in order to converse on the required levels
Responsible for providing pertinent information to generate required activity reports
Work with all necessary divisions and departments within the corporation to meet its business objectives
Work with Engineering to determine service implications of Change Notices to parts forecasting and technical information needed
Ensure service readiness for new food equipment product releases
Determine new product needs for spare parts, special service tools, service training and intelligent machine design from a service point of view
Manage the team that provides technical support to the field on installation and service of new products and modifications
Assess product performance, and customer satisfaction by analyzing available data. Provide product performance and failure data to Engineering
Provide input to Quality regarding solutions/fixes and regarding ways to manufacture for service
Ensure prompt entry and valid review and disposition of warranty and service contract claims
Establish metrics to monitor the performance of the team
Work to continuously improve processes within the department and make recommendations for improvements in field, engineering and sales organizations
Reporting of the progress of programs, department status, development and service readiness
Make safety & health issues/concerns a priority and adhere to established regulations and guidelines.Participate as an active member of the Hobart Service Safety Committee
Ensure safety programs are completed
Administer and coordinate field product retrofit programs
Provide support to ITWFEG Sales and Marketing and define or develop service products
Develop annual department budget
Operates within budgets and MBO’s as approved by Operations Director
Bachelor’s Degree and/or equivalent ITW FEG experience
5 + years in Technical or engineering related field
3 + years demonstrated proficiency as a Manager
3 + years people management experience with a proven track record of performance management skills
Must be proactive and display a high level of initiative
Demonstrated customer service skills
Demonstrated project management skills
Understanding and experience with ITW Tool box (USa, 80/20, PLS, MRD and In-Lining)
Proficient with Microsoft Office Products to include Outlook, Word, Excel, Power Pivot, MSQuery and PowerPoint
Ability to adapt to changing circumstances, remain calm in stressful situations and adjust plans to meet changing needs
Ability to continuously learn and grow from successes and mistakes, is attentive to details and accuracy, and goal oriented
Inquisitive, detail-oriented with strong quantitative analytical skills and an innovative approach to problem solving
Ability to see underlying concepts and patterns in complex situations in order to develop solutions that effectively address underlying problems/root causes
Requires strong interpersonal skills and the ability to build trust and rapport with the field service team, business units and the sales teams
Ability to develop positive working relationships with others at all levels and demonstrate respect to people at all levels
BA/BS in Business or Engineering preferred
Experience with ITW FEG business and products
Engineering / Advanced Technology experience
Prior management experience
Understanding and experience with ITW Toolbox

Manager, Technical Support Resume Examples & Samples

Oversees all Technical Customer Services (TCS) issues (maintains staff rotation schedule and protocols for escalation)
Track and review all departmental customer calls/cases
Maintain a 24/7 support model including the Network Operations Center
Oversee new streamlining server configuration process to ensure new installations and upgrades are scripted for quality and scaling
Compiles reports detailing system issues and customer feedback to feed to into management to be brought into the R&D chain
Meet difficult customer technical escalations within tight deadlines
Document and bring customer awareness of any critical business impacting bugs to bring visibility amongst Konami and their customers
Have follow-up with customers on their experience with Technical Customer Services (TCS)
Answer technical questions about all and issues with account for the customers
Assist customers with any technical issues experienced with website and escalate any issues to management appropriately
Develop a 24/7 support coverage model
Manage both level I and Level II Technical resources ensuing aligned KPO’s across organization
Manage Global System monitoring across the Konami Systems installation base initiating proactive processes to ensure the highest level of responsiveness and availability

Manager Technical Support, Sprinkler Systems Resume Examples & Samples

Manage and mentor direct reports with a goal of ensuring that all employees in the department maximize their performance individually and collectively to meet or exceed department, function and company goals
Use existing and develop new procedures and KPI to better measure relevant customer satisfaction
Develop and enhance services assets and refine methods of delivery to meet customers’ evolving needs
Provide Technical Support to Sales and Customers for the full product range of Fire Sprinkler, Watermist and Waterspray Systems
Provide advice and support projects by applying Tyco solutions according international codes & standards (such as NFPA, FM)
Write Technical letters on customer requests for specific issues and solutions
Contribute with the review and data on Technical Datasheets
Developing solutions/tools to meet technical requirements of customers and sales teams
In partnership with the Director of Technical Services, and the other regional Technical Support Managers, develop and deliver technical oriented professional services
Lead large multidisciplinary projects and coordinate team activities to support sales
Develop and support training services (in close cooperation with Training Manager) content that meets market requirements/opportunities for live training sessions, e-learning and webinars Work with Director of Technical Services to develop and manage the budget for Technical Services
Demonstrated strong, effective leadership skills to staff as well as to the overall department over a period of years
Effective delegation skills and techniques
General knowledge of the Fire Protection Engineering principals and awareness of currents industry trends
Superior written and spoken English communication skills and excellent listening skills are a must
Proven ability to establish priorities develops measurable objectives, work independently, and lead the team to successfully meet or exceed objectives
Ability to handle and resolve problems
Proficient in the use of SprinkCad and/or AutoCAD
5 – 10 years’ experience successfully leading a customer support organization for a product manufacturing company, experience and knowledge of the Fire Protection Industry, specifically a plus
Demonstrated ability to lead efforts to meet or exceed company and organizational goals through his/her own individual efforts and through effectively managing, motivating, and developing staff
Strong customer facing and customer management skills
Demonstrated ability of being a subject matter expert for technical support methods and processes, possessing in-depth knowledge of technical support principles and practices that drive outstanding customer satisfaction and retention, and being a well-rounded business person on the basis of technical competence, intelligence, results, interpersonal skills, and general business acumen
Experience with support strategy for multiple delivery modalities, including but not limited to email, social media, customer portals, etc
Proven experience in building and maintaining strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sales and marketing experts
BS Degree in technical curriculum required

Manager, Technical Support Resume Examples & Samples

Direct day to day team activities to maximize engineer productivity and customer satisfaction
Report regularly on operational metrics and provide improvement action plans as needed
Actively involved in driving change management initiatives, leading teams through changes to organization structure, support delivery processes and systems
Strong management skills and leadership attributes Coaches team leads and team members on range of areas including, but not limited to customer handling skills, escalations, conflict resolution
Excellent communication skills, ensuring clear concise direction and effective feedback is provided to team members, customers (internal and external)

Manager, Technical Support Center / Industry Resume Examples & Samples

1Primary Purpose and Overall Objective of the Job
Manages Application Specialists and System Engineers that provide reagent and software/hardware support for internal and external customers
2Main Accountabilities
Provide leadership, enforce company policies and procedures, facilitate communication among front line staff, set priorities and coordinate teamwork among customer facing groups to achieve customer satisfaction
Ensure proper training and development is provided for employees. Motivate the team members to achieve goals and objectives through individual coaching and staff meetings
Manage yearly expense budgets. Evaluate performance and salaries. Prepare monthly reports of departmental activities and plans
Prioritize workload and projects within the department. Support market release of new products
Provide performance feedback for the mid-year and year-end review of the team members through one on one session
3Typical Studies-Experience, Skills and Qualifications
Bachelor’s Degree in Medical Technology or related Life Science Field
Minimum of five years of laboratory or management experience. Management experience in diagnostics, technical support, or equivalent
Experience with bioMerieux products
Excellent interpersonal, diplomacy and leadership skills

Manager, Technical Support Resume Examples & Samples

Demonstrated experience in leading, coaching, and developing a high performing team
High School Degree or equivalent required
College or technical degree in Computer Science or equivalent highly preferred
5 + years customer service experience preferred
5 + years help desk or technical support experience preferred
Exceptional multitasking ability
Ability to resolve issues and exhibit strong initiative
Excellent planning, training and follow-up skills and analytical abilities
Hands on work attitude and customer service savvy
Ability to document process flows and implement process improvement

Manager, Technical Support Team Resume Examples & Samples

Perform regular one on one conversations with your direct reports including
Bachelor's or Master's Degree
3-5 years experience working in technical support or similar customer-facing position
1-2 years management or team lead position
Experience with support tools and systems
Outstanding written and verbal communication skills in English
Located in Dublin, Ireland

Manager, Technical Support Resume Examples & Samples

People Management, Team building
Driving continuous improvement on processes and knowledgebase
Coaching and Mentoring team members for continuous improvement and help the team grow

Manager Technical Support Resume Examples & Samples

Required experience includes proficiency in resource planning, budgetary management and personnel administration
Highly desirable experience includes identification and implementation of business strategies (future markets, regulatory, quality, etc.); for issues related to manufacturing, suppliers, commercial operations,
Uses technical knowledge to acquire, analyze and interpret data
Computer and data management skills
Managed / lead multiple expanded investigations applying six sigma tools for root cause identification

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Manager, Technical Support Resume Samples

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15 Manager, Technical Support resume templates

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Assistant Manager, Technical Support Resume Examples & Samples

Manager, Technical Support Resume Examples & Samples

Senior Manager, Technical Support Resume Examples & Samples

Manager, Technical Support Engineering Resume Examples & Samples

Manager Technical Support Resume Examples & Samples

Manager, Technical Support, Showtime Anytime Resume Examples & Samples

Manager, Technical Support, Showtime Anytime Resume Examples & Samples

Manager, Technical Support Resume Examples & Samples

Duty Manager Technical Support Center Resume Examples & Samples

Incident / Problem Manager Technical Support Resume Examples & Samples

Senior Manager Technical Support & Maintenance Resume Examples & Samples

Senior Manager Technical Support Services Resume Examples & Samples

Critical Incident Manager, Technical Support Resume Examples & Samples

Manager Technical Support Resume Examples & Samples

Manager, Technical Support Resume Examples & Samples

Manager, Technical Support Resume Examples & Samples

Manager, Technical Support Resume Examples & Samples

Manager, Technical Support Delivery Resume Examples & Samples

Senior Manager, Technical Support Resume Examples & Samples

Associate Manager, Technical Support Resume Examples & Samples

Manager, Technical Support Resume Examples & Samples

Manager, Technical Support Resume Examples & Samples

Manager Technical Support Resume Examples & Samples

Projects Manager Technical Support Resume Examples & Samples

Manager, Technical Support Resume Examples & Samples

Manager, Technical Support Resume Examples & Samples

Manager, Technical Support Resume Examples & Samples

Oracle Enterprise Manager Technical Support Engineer Resume Examples & Samples

Manager Technical Support & Care Resume Examples & Samples

Manager, Technical Support Resume Examples & Samples

Manager Technical Support Resume Examples & Samples

Manager.technical Support Resume Examples & Samples

Manager, Technical Support Resume Examples & Samples

Manager.technical Support Resume Examples & Samples

Senior Manager Technical Support Resume Examples & Samples

Senior Manager Technical Support Resume Examples & Samples

Manager, Technical Support Resume Examples & Samples

Manager Technical Support Resume Examples & Samples

Manager, Technical Support Resume Examples & Samples

IT Manager Technical Support Resume Examples & Samples

Manager, Technical Support Resume Examples & Samples

Senior Manager, Technical Support Resume Examples & Samples

Project Manager Technical Support Resume Examples & Samples

Manager, Technical Support Resume Examples & Samples

Manager Technical Support Resume Examples & Samples

Manager, Technical Support Resume Examples & Samples

Manager, Technical Support Resume Examples & Samples

Team Manager, Technical Support Resume Examples & Samples

Manager, Technical Support Resume Examples & Samples

Manager Technical Support Resume Examples & Samples

Senior Manager, Technical Support Resume Examples & Samples

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