Support Delivery Resume Samples

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

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E Windler

Esta

Windler

1027 Kamren Skyway

Detroit

+1 (555) 508 4553

1027 Kamren Skyway

Detroit

Phone

p +1 (555) 508 4553

Experience Experience

New York, NY

VMI Support Delivery

New York, NY

Labadie LLC

New York, NY

VMI Support Delivery

Deliver products to customer
Troubleshoot customer concerns
Package and load parts for delivery
Knowledge of supply chain systems helpful
Pull orders from warehouse shipments
Independently reviews and resolves compliex customer issues related to such things as installed base, contract, certificate registration, account access, misship, license issues, non-technical customer inquiries and service logistics within established guidelines and policies
Interfaces with other Juniper groups, including Sales, Order Management, Service Channel, JTAC, Mfg Ops, PLM, SE, SM, SBM, and Global teams to resolve customer issues

Phoenix, AZ

VMI Support Delivery / Vending Stocker

Phoenix, AZ

Koelpin, D'Amore and Tillman

Phoenix, AZ

VMI Support Delivery / Vending Stocker

Working knowledge of Microsoft Office suite, especially Outlook and Excel
Assist with customer returns
Assist with pulling inventory and preparing shipments
Stock vending machines with products
Good driving record
Run tickets for vending machines to determine when inventory is low
Order and source products

present

New York, NY

Support Delivery Manager

New York, NY

Schoen LLC

present

New York, NY

Support Delivery Manager

present

Perform annual reviews of all direct reports; set quarterly SMART goals and provide regular feedback on performance with respect to agree upon goals
Drive continuous Support Improvement and Improve Problem Resolution times
Provide product-aligned technical support delivery oversight and manage outsourced day-to-day frontline delivery
Engage with Release Excellence regarding release management plans and work with TAs to ensure operational readiness of frontline agents
Conduct Internal Post Mortems and provide Process breakdown reporting to CSS, PFE, and Premier alignments
Collaborate effectively with internal groups to solve customer issues and improve business processes in the quickest way possible
Identify systemic issues and flag process breakdowns during the execution of the CritSit Process, and work to address and correct future occurrence

Education Education

Bachelor’s Degree in Computer Sciences

Cornell University

Bachelor’s Degree in Computer Sciences

Skills Skills

Technical experience in the Network Security Industry
Experience as a network administrator (or equivalent) in an NT or Unix environment
Knowledge of Network Security (Routers, Switches, firewalls, VPN routers - Checkpoint, Juniper (Netscreen), Fortinet, Cisco)
Background in internetworking, LAN, and WAN technologies
Background in debugging broad, complex, and unique networks with mixed media and protocols
Business experience; self-motivated
Strong global communication skills, and skills in building partnerships with customers and partners. Ability to navigate and influence in a matrixed organization
Strong experience, knowledge and understanding of support delivery
Demonstrated experience/ability manage frontline delivery resources and oversee technical resolution with a broad array of skills to ensure best-in-class customer, partner and supplier outcomes
Demonstrated experience/ability in resolving customer and supplier issues, SOW management and building long-term account relationships

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15 Support Delivery resume templates

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Corporate Delivery Tm Support Analyst Ayala Avenue Resume Examples & Samples

Strong Understanding of Foundational Concepts of TM1
Support / Develop end to End TM1 models based on Client requirements
Consult Internal clients and assist with requirements
Proven ability to develop TM1 Models and Prototypes
In depth knowledge of TM1 ETL tool (Turbo Integrator)
Delivering all Models and actions within required policies and practices
Monitoring and promoting the effective use of application
Managing and monitoring application access to ensure security policies are adhered to

Service Delivery & Vip Support Lead Resume Examples & Samples

Minimum a relevant professional degree
Trained/certified on ITIL and Service Desk processes
At least 8 years of professional experience in a global multinational organizations
Demonstrated experience in IT Service Delivery Management, SLA structures and track record of successful end-to-end technical project implementations
Strong knowledge of both Windows and Mac OS client platforms, applications and infrastructure
Exposure to workplace technology such as SCCM, Active Directory, Wide Disk Encryption, Microsoft Office Tools, VPN, Mobile and Tablet devices, basic networking methodologies
Passionate about IT and the willingness to learn

Production Support Service Delivery Associate Resume Examples & Samples

Change Management - responsible in supporting and coordinating all the effort around changes to production/live applications and the controls around those
Problem & Incident Management - tracking to resolution all incidents, communication on the incidents and RCAs (Root Cause Analysis). Will also involve partnering closely with all the key stakeholders in US and other regions to ensure timely resolution of issues and tracking and communication and report out
Innovate new ways of managing, transforming and validating these key functions
Establish and enforce guidelines to ensure consistency, quality and completeness of the above functions
Apply quality assurance best practices to all work products
Strong collaborator with ability to partner effectively with diverse groups across geographies
Excellent reporting skills & presentation preparation skills for Senior Management
Strong MS-Excel, MS-PowerPoint, MS-Visio & MS Project skills with working knowledge of SharePoint
Confident and organized with strong reasoning & influencing skills
Self-starter with initiative, ability to take ownership and work independently as well as within a team
Good Interpersonal skills & stakeholder management expertise
Ability to multi-task and work under pressure
Be/Btech with over 8-10 years of experience
Financial Services background or experience preferred across different LOBs. (Consumer, Commercial, Asset Management & CIB)
Proven proficiency with project management/program management functions
Detail oriented with a commitment to innovation

PLC Application Support Delivery Resume Examples & Samples

Coordinates activities of functional areas or of department account leads to ensure that business solution requirements are met
PLC Controls background
Design/program/maintain/troubleshoot PLC ladder logic programming for multiple PLC vendor platforms using the vendor Software development packages
Allen Bradley PLC controller families: Control Logix, PLC5, SLC, Compact Logix, Micro Logix, PLC3, PLC2; Rockwell RSLogix programming software, Icom programming software, AB6200 programming software
Siemens S7-300/400 controllers and Step 7 programming software
Mitsubishi Q Series controllers and GX Developer and GXWorks programming software
Telemechanique (TSX series) controllers and PL7 Pro programming software
GE Fanuc 16/18/32i controllers and Fanuc Ladder III programming software
Configure/maintain/troubleshoot OPC (Open Process Communications) servers like Kepware that collect data from different PLC platforms
Configure/maintain/troubleshoot OPC clients like I gear to collect data for use by supervisory systems Configure/maintain/troubleshoot MSMQ queues used to process OPC client data on OPC Windows collectors
Configure/maintain/troubleshoot IBM MQ queues used to send OPC client data to a supervisory UNIX host
MS SQL database fundamentals
Maintain lab environment PLC and Windows hardware used to generate simulation data for testing of FIS and MPTS application development and troubleshooting tasks
Ethernet network architecture and fundamentals, TCP/IP protocol, configuring and using routers and wireless access points, software network sniffer usage (Wireshark)
Serial communications architecture and fundamentals, RS232, RS422, RS423, RS485, DF1 protocols
Data Highway architecture and fundamentals, DH+ protocol
UNIX fundamentals, UNIX file systems, UNIX shell, Vi editor, administrative tasks on IBM P505/P710 servers
Project management skills focusing on plant launch activities
Responsible for the Design/Programming/maintenance/troubleshooting of PLC ladder logic programming for multiple PLC vendor platforms using the vendor Software development packages

Electronic Delivery Channels Contact Center Technical Support Associat Resume Examples & Samples

Provide trouble-shooting resource for complex technical issues encountered by BB&T retail and business clients in online and mobile products. When exhausting all resources within Online Banking Technical Support without a resolution, work with partners to assess and resolve unique and trending issues
Respond to escalated contacts from BB&T Phone24 associates (phone and email), branch offices and other departments
Initiate phone contacts with clients, branch offices and other BB&T departments
Enhance personal and professional growth through participation in required and voluntary training
Suggest changes to improve the client experience in online and mobile products and services through improved business partnerships with Digital Channel and the Community Bank
Associate's degree in Computer Sciences, or equivalent education and related training
Two years of relevant experience
Strong understanding of computer hardware, operating systems and internet access
Strong understanding of mobile devices, operating systems and internet access
Working knowledge of personal financial management software (i.e. Quicken, QuickBooks)
Ability to comprehend contact center fundamentals
Excellent customer service skills and telephone etiquette
Excellent time management and organizational skills to effectively multitask
Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

Support Delivery Internship Resume Examples & Samples

Learn about the Red Hat Enterprise Linux (RHEL) operating system and acquire troubleshooting skills
Build teamwork and communication skills
Take the Red Hat Certified Engineer (RHCE) exam
Bachelor's degree in computer science or other scientific or technical field
Fluent written and verbal English language skills
Advanced written and verbal Korean or Japanese or Cantonese language skills
Linux or UNIX experience is a plus
Open source development experience is a plus

Rohq-cto-gfts-eap Support & Service Delivery Lead Resume Examples & Samples

Ensure data completeness/integrity during execution of data enrichment and prior to reconciliation
Timely identification, communication, and escalation of inbound/outbound processing failures/rejects/exceptions to the relevant resolving team
Provide metrics on performance and data quality/integrity
Liaise with source contacts on processing issues and data quality
Perform maintenance activities on management of data records (groupings or individual), hierarchies, reference tables, new dimensions and operational tools (such as calendars)
Handle and track all user inquiries via Citi MarketPlace, ServiceNow or relevant tracking systems
Identify, redirect or escalate issues to the relevant resolving team
Provide SME support on Genesis data acquisition, maintenance and subscription process requirements
Maintain all user process documentation and guides
Other tasks assigned relevant to the process and in compliance of bank policies, international or local rules and regulations
Degree in Business or Management Information Systems, or equivalent experience
Experience in Banking Systems
Database and/or warehouse related skills (e.g. SQL) are preferred
Reporting creation experience
Possess strong analytical skills
Confidence and ability to work with all level of management

Care Delivery Informatics & Epic Support Specialist Resume Examples & Samples

Analyze complex situations in medical or business office environment to determine opportunities for increasing end user efficiencies with KPHC or other technology solutions (including virtual visits), provide consulting support and take action including: Analyze departmental and individual workflows relating to KPHC. Identify "pain-points" with existing processes where efficiencies are lost. Optimize departmental and individual workflows relating to KPHC. Develop curricula for and conduct departmental and individual training sessions. Facilitate Ambassador Sessions. Develop SmartTools within KPHC. Develop Job Aids for KPHC activities. Provide front-line training support during implementation of new initiatives. Resource for KPHC specific governance groups, Communities of Interest (COI) and special projects including (but not limited to): Clinical content groups. Department of Medical Informatics clinician groups. Health Plan management users of KPHC (from Assistant Department Administrator to Department Administrator)
Project Management of initiatives designed to expand modalities of care to our members. Possess demonstrated project management skills with little to no oversight and sustainable results with proven outcomes (project scoping, planning, approach design, resource definition, time management, project control, task development). Plan project for optimal results and speed. Transfers knowledge and skills to project team and client personnel. Establish processes and create effective project management tools. May supervise up to 3 projects at the same time
Provide intra-department (within CDIS) Support including (but not limited to): Develop StoryBoards for KPHC training. Develop and conduct classroom training sessions pertaining to KPHC expertise. Project support to Support, Technology and Training teams. Review of KPHC Release Notes for major or minor upgrades. May direct the work of others in this role
Develop and maintain knowledge of medical and business office processes and workflows
As required: Provide support to Care Delivery web projects: Single point of contact for web-project intake. Consultation on the best solution (wiki, SharePoint, Intranet, Internet sites). Customer relationship management between delivery organization and requester. May direct the work of others in this role. With prior coordination provide onsite or phone support to KPHC operational users, working days, evenings, and nights, as needed. May direct the work of others in this role
Minimum four (4) years of experience of combined adult training/IT support experience preferably in a health care setting
Recent clinical or systems experience
Recent experience in a computer training or support role
Experience with implementation and project management for a large-scale clinical systems deployment
Experience in gathering user requirements for technology needs
Bachelor's degree in health care or information technology field
Minimum one (1) KP Health Connect Proficiency or Epic Certification(s)
PMP Certification or equivalent work experience

Service Delivery Technical Support Resume Examples & Samples

Knowledge in working with LDAP servers and disparate data sources
Experience in WebSphere Application Server, WebSEAL, Message Queues, DB2
Ability to troubleshoot and isolate technical issues and make appropriate changes as necessary

Support Delivery Manager Resume Examples & Samples

Positively impact customer satisfaction: Manage Premier Customers and Partners Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed. Deliver a high quality customer and partner experience through timely and effective response to internal and external customer needs; owning active Critical Situations
Expand internal visibility of Premier Customers Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during after-hours
Identify systemic issues and flag process breakdowns during the execution of the CritSit Process, and work to address and correct future occurrence
Communicate effectively with international customers and internal stakeholders both written and verbally
Partner with Premier and travel to customer sites for highest level crisis engagements if requested
Establish / Maintain Relationships within CSS, PFE, and Premier
Collaborate effectively with internal groups to solve customer issues and improve business processes in the quickest way possible
Participate as SMEs on projects and initiatives owned by CMET
Represent CMET on various projects and initiatives within CSS and Premier
Conduct Internal Post Mortems and provide Process breakdown reporting to CSS, PFE, and Premier alignments
Perform Data Collection / Volumes and trend analysis on CritSits for specific alignments within CSS and Premier
Negotiation with other stakeholders to define and ensure appropriate resources are engaged in incidents

System Support Special Delivery Resume Examples & Samples

Summarize information obtained in interviews and from hard copy documents
Keyword searches including using target words or phrases advised by Company
Searches of unallocated space to identify previous activity
Searches of file slack space where PC type technologies are employed
File MAC times (Modified, Accessed, and Create dates and times) as evidence of access and event sequences
A review of e-mail communications; including web mail and Internet Instant Messaging programs
Where applicable, internet browsing history and a list of password protected and password cracked files
Review for indicators of massive deletion of files or data destruction (disk wipe, etc.)
Generate reports which detail the approach and an audit trail which documents actions taken in order to support the integrity of the internal investigation process

Support Delivery Manager Resume Examples & Samples

Positively impact customer satisfaction
Manage Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed
Deliver a high quality customer and partner experience through timely and effective response to internal and external customer needs; owning active Critical Situations
Expand internal visibility of Premier Customers’ Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during after-hours

Support & Delivery Engineer Resume Examples & Samples

Resolving customer incidents within agreed SLA terms
Be a technical authority for specific Professional Services and Project activities
Work with Solution Architects and other teams to document solution requirements, functional and technical specifications that meet customer configuration, customisation and integration requirements
Perform integration and configuration of products according to approved design documents
Provide technical consultation to System Integration Test team members
Produce technical solutions and create system designs
Take the initiative to optimize the effectiveness of technology and technical resourcing within any cross functional team you are engaged with, building relationships and coalitions
Remotely access customer systems to:-
Technical, engineering or software degree or demonstrable equivalent work experience
Be a technically competent all rounder with the ability to quickly understand new technologies and solutions
Experience in supporting applications on Linux and Windows
Proven experience supporting customers with complex network solutions
Good interpersonal skills to work with customers and colleagues
Experience of supporting complex systems in one or more of the following areas

VMI Support Delivery / Vending Stocker Resume Examples & Samples

Package and load parts for delivery
Stock vending machines with products
Order and source products
Assist with customer returns
Troubleshoot customer concerns
Working knowledge of Microsoft Office suite, especially Outlook and Excel
Knowledge of supply chain systems helpful

Premium Support Delivery Manager Resume Examples & Samples

Working with all our APAC and international customers with a global presence
Leading geographically dispersed teams within APAC
Harmonising service delivery in APAC with EMEA and AMER
Ensuring APAC as an equal contributor in the Premium Support Services organisation
Learning the details of how we operate and identifying opportunities for improvement
Defining the organisational structure required to deliver great results
Selecting, developing and building highly responsive teams by recruiting resources, defining staff development areas and programs and providing ongoing feedback, training and development
Translating high level organizational goals to staff work goals
Manage the implementation of processes and plans to ensure exceptional delivery of services for Autodesk products
Driving innovation in the APAC team

Melt Delivery / Pelletizer Sales Support Resume Examples & Samples

Clean order process build-up and execution
Contract management and follow up with salesmen
Project documentation support
Close work with oversea headquarters
AX support to finance and Songjiang factory
Payment chasing with salesmen and finance
Bachelor degree or above in International Trade/Business or related field
At least 5 years related experience in order processing or customer service, full knowledge and understanding of order processing or customer service techniques, be familiar with AX system operation, L/C operation and customs clearance procedure
Integrity, honest, hard working, detail-oriented, team player
Highly motivated and self disciplined, self-motivated, customer-oriented
Good command in English both verbal and oral
Good interpersonal and communication sill, strong computer operation skill

Support Delivery Manager Resume Examples & Samples

Customer Satisfaction: Customer support is a strategic differentiator for Palo Alto Networks- helping drive customer loyalty, referenceability and repeat business. You will be measured by ability achieve the customer satisfaction goals. Customer satisfaction is the single most important measurement of the support organization, and the best way to measure our ability to achieve our mission to “Make our customers successful!”
Performance Management: Ensure that team managers, leads and engineers have the resources, cross-functional relationships and processes necessary to ensure success and sustained performance through release cycles. Mature and experienced guidance and direction to the team to deliver on organizational goals and objectives and maximize engineer opportunity to exceed targets and earn rewards and recognition. Responsibility for the team to meet organizational goals such as response time and resolve time goals
Training and Mentoring: Directly provide and otherwise ensure appropriate technical and soft skills training and mentoring. Ensure training is effectively addressing our goal to create a learning environment and maximizing customer satisfaction levels. Ensure that consistent and standard on-boarding training programs are in place and delivered effectively
Establish Goals & Objectives: Set team goals in-line with overall organizational goals. Also set specific goals for direct reports
Perform annual reviews of all direct reports; set quarterly SMART goals and provide regular feedback on performance with respect to agree upon goals
BA/BS in computer science or equivalent (MBA a plus)
10+ years experience in enterprise support and service delivery preferred
Knowledge of Network Security (Routers, Switches, firewalls, VPN routers - Checkpoint, Juniper (Netscreen), Fortinet, Cisco)
Background in debugging broad, complex, and unique networks with mixed media and protocols

Support Analyst, Service Delivery Resume Examples & Samples

Ability to work on diverse projects under tight deadlines
Ability to manage multiple tasks and prioritize work load with minimal supervision
Responsible for the deployment of SRS Health applications
Troubleshoot and resolve complex technical issues with WAN, LAN, Windows Servers and desktop environments
Record and track support problems in help desk software while keeping client informed of problem status and estimated resolution times
Provide Root Cause Analysis and / or provision of examples of software bugs
Able to create accurate and coherent documentation for distribution to end users
Provide regular contributions to the knowledgebase
Dedication to the success and satisfaction of our customers
All other duties as assigned by Manager
Technical Certification from an accredited institution required or equivalent work experience
5+ years of technical support experience
Experience installing and supporting software applications
Advanced experience supporting WAN, LAN, servers and desktops remotely
Must have excellent customer relation skills and ability to communicate effectively with all levels of client organization
SQL and IIS experience are a plus, but not required
Standard work hours for this role are Monday – Friday 12 PM – 8 PM but the ability to work a flexible schedule is required in order to complete mission-critical projects

Support Delivery Manager Resume Examples & Samples

Minimum 5 years of relevant experience and a Bachelor’s degree in Computer Science, Engineering, another related technical field or its equivalent or
Minimum 3 years of relevant experience and a Master’s degree in Computer Science, Engineering or another related technical field
Minimum 3 years of experience in a customer facing technical support environment
Minimum 2 years of experience with Internet technologies/protocols including Web Application troubleshooting and debugging skills using network and software tools
Minimum 1.5 years of experience in system support in at least one of following areas: Unix/Linux, Mac OS, Windows, TCP/IP networking, Software Development
Fluent in Japanese and at least Business level in English

IT Delivery Tools Support Resume Examples & Samples

Support the product teams with the use of delivery tools to enable their Product delivery
Participates in Assessment of new releases and new Tools
Provides technical leadership to delivery tools support team for executing projects
Configures Tools to enable the IT SDLC processes
Creates guidance and training material for use of tools
Follows-up of Tools Incidents to resolution
Interact with software vendors, Infrastructure services, and/or Applications Development to restore service and/or correct core problems
Communicate IT issues to business units at various levels of seniority
Manage and coordinate the implementation of internal, external and off-the-shelf business applications with all IT and business groups
Coordinate validation activities related to the deployment of business applications
Produce and assist training and communication programs
Coordinate with internal and external service providers in the area of incident, problem, and change management, capacity planning and troubleshooting, representing the interests of supported business groups
Manage and support vendor contracts to established service level agreements
Identify and assess technologies, skills, and resources required
Ability to establish and maintain effective working relationships with coworkers, managers and clients
Support evaluations and procurement of new hardware
Maintain knowledge of the IT industry, analyze the abilities of tools and technologies and compare with the needs of the business, recommend potential solutions to managers within the business
Work closely with customers to identify business requirements and opportunities in relation to IT systems and services
Bachelor's degree in Information Management or business related fields preferred
7+ years business experience; or equivalent combination of education, training and experience
Familiarity with SDLC processes and prefer experience with Agile methodology
Previous working experience (user/administrator) with tools in Application Lifecycle management (Project Management/Business Analysis/Development/Testing)
Experience in a support role
Ability to learn and become knowledgeable in toolset
Administration and Configuration experience with all or some of IT Delivery tools listed below

Support Delivery Manager Resume Examples & Samples

Partner/supplier delivery leaders
Vendor Account Managers in RSVP
Program Management team & BEMs
Business experience; self-motivated
Demonstrated experience/ability manage frontline delivery resources and oversee technical resolution with a broad array of skills to ensure best-in-class customer, partner and supplier outcomes
Account relationship with customers, partners and suppliers, managing day-to-day delivery and escalations
Demonstrated experience in working as necessary with employees at different levels and investing effort in building right stakeholder partnerships
Ability to create effective and inclusive relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels as well as with partners and suppliers in a highly diverse team

Support Delivery Manager Resume Examples & Samples

Overseeing and managing incidents
Drive Problem management to prevent recurrence of similar incidents
Service Improvement to achieve long term fixes
Monitor case queues and work with the team to ensure escalated cases are worked within the required SLA’s and customer requirements
Facilitate and lead resolution of complex problems. Escalation contact for Support Engineers, internal departments, and customers for technical issues
Direct the troubleshooting activities and engage other functions as required
Drive internal and external communication to ensure on-going updates on resolution process
Collaborate with Customer Care Line managers to share responsibility for customer escalations and prioritize allocation of resources based on escalation priorities and customer temperature
Drive Problem Prevention - Some issues may require long-term management, due to repeated or systemic problems. Work closely with problem management team to drive issues to closure
Responsibility for one or more accounts that require long-term technical escalation management. Follow up on Customer Satisfaction issues as reported
Identify possible product/service quality issues affecting customers and bring them to the attention of the Problem managers
Drive continuous Support Improvement and Improve Problem Resolution times
Participation in escalation review meetings and post mortems
Minimum 5 years of relevant experience with a Bachelor's Degree in Computer Science/Engineering or it's equivalent
Minimum 3 years of support experience
Minimum 2 years of experience with Internet technologies/protocols, including DNS, TCP/IP and HTTP/HTTPS
Minimum 1.5 years of experience in system support, with a minimum 6 months of experience in incident management
Proven leadership skills within a customer support organization
Good knowledge of HTTP, DNS, network routing, and common network protocols (TCP/IP) and tools (ping, traceroute)
Strong analytical skills and technical writing skills; excellent communicator who can disseminate information in a clear manner to both business and technical audiences

Support Delivery Manager Resume Examples & Samples

Minimum 5 years of relevant experience and a Bachelor’s degree in Computer Science, Engineering, another related field or its equivalent
Minimum 5 years of overall support experience
Minimum 3 years of experience with Internet technologies/protocols, including DNS, TCP/IP and HTTP/HTTPS
Minimum 2 years of experience in system support, with a minimum of 1 year of experience in incident management

Support Delivery Manager Resume Examples & Samples

Bachelor's Degree in Computer Science/Engineering (or related field) or equivalent experience
Minimum 3 years of overall support experience
Minimum 1.5 years of experience in system support, with a minimum of 0.5 years of experience in incident management

VMI Support Delivery Resume Examples & Samples

Pull orders from warehouse shipments
Deliver products to customer
Run tickets for vending machines to determine when inventory is low
Assist with pulling inventory and preparing shipments
Industry and sales experienced preferred

Support Delivery Manager Resume Examples & Samples

Drive internal and external communication to ensure on-going updates on the resolution process
Collaborate very closely with the Technical Support Line managers to share responsibility for customer escalations and to prioritize allocation of resources, based on escalation priorities and customer temperature
Drive Problem Prevention - Some issues may require long-term management, due to repeated or systemic problems. Work closely with the problem management team to drive these issues to closure
Fluent Mandarin and English language skills
Minimum 8 years of overall support experience
Minimum 5 years of experience with Internet technologies/protocols, including DNS, TCP/IP and HTTP/HTTPS
Minimum 3 years of experience in system support, with a minimum of 1 year of experience in incident management
Masters/PhD preferred
Cantonese language skills
Good knowledge of HTTP, DNS, network routing, common network protocols (TCP/IP) and tools (ping, traceroute)

Support Delivery Resume Examples & Samples

Independently reviews and resolves compliex customer issues related to such things as installed base, contract, certificate registration, account access, misship, license issues, non-technical customer inquiries and service logistics within established guidelines and policies
Interfaces with other Juniper groups, including Sales, Order Management, Service Channel, JTAC, Mfg Ops, PLM, SE, SM, SBM, and Global teams to resolve customer issues
Ensures complete and comprehensive issue documentation using appropriate Juniper tracking systems
Meets required customer service support metrics, including appropriate case handling requirements, CSAT and on-time delivery metrics
Coaches junior team members on the use of tools and applications of processes and policies to resolve customer issues
Supports outsourced primary customer care team on questions and issues
Supports User Acceptance Test
Requires minimal guidiance from Customer Service Manager
4 to 6 years experience in customer service, call center and support role, preferably in a telecoms or networking company environment
Strong research and analytical skills to identify issues
Literacy in MS Office (Excel, Word, PowerPoint and Outlook)
Fluency in written and spoken English and preferably one other Asian language
Experience in Clarify, Siebel and SAP CRM & ECC desired