Support Team Lead Resume Samples

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B Hyatt

Benjamin

Hyatt

216 Abbott Fort

Philadelphia

+1 (555) 193 1597

216 Abbott Fort

Philadelphia

Phone

p +1 (555) 193 1597

Experience Experience

San Francisco, CA

Desktop Support Team Lead

San Francisco, CA

Marquardt-Ankunding

San Francisco, CA

Desktop Support Team Lead

Provide team management for desktop support or IMAC staff. Monitor team members daily work log, attendance, and punctuality
Perform administrative management duties of personnel such as time and record keeping, compliance review, overseeing work assignments, scheduling of team
Provides feedback to management on the performance of assigned team
Document and report on all work performed on behalf of customers
Provide end user assistance for Microsoft Office 2016
Performs general technical support, and troubleshoots and desktop systems software and hardware
Provides consultation to business area management and staff at the highest technical level for all aspects of end user computing applications and network-based PC/workstation systems software and hardware, including troubleshooting, repairs, network configurations, installations and upgrades

Philadelphia, PA

Technical Support Team Lead

Philadelphia, PA

Wuckert, Stiedemann and Dickinson

Philadelphia, PA

Technical Support Team Lead

Assist Manager on providing requested feedback for Tech Support Analysts performance appraisal evaluations
Assist Manager on interviewing new Tech Support Analysts
Working with other leaders to manage escalations, patches etc
Providing support to Senior Management
Dynamic and international working environment with well-established structure
Monitoring performance and providing feedback
This opportunity on our service desk will provide basic technical support to the client's desktops & laptops via the phone, email and remote tools

present

Philadelphia, PA

Gsco Sales Support Team Lead Dispatch Team

Philadelphia, PA

Hodkiewicz, Franecki and Greenholt

present

Philadelphia, PA

Gsco Sales Support Team Lead Dispatch Team

present

Implementing new initiatives and making sure all staff understand them and abide by them
Improving product quality and customer communications
Monitor agent activity and provide instant feedback on ways of improvements to the agents
Intervene when necessary to aid the group in resolving issues
Facilitate problem solving and collaboration
Recommend routing improvement to increase process efficiency
Ensure the new team members are duly trained before they are live and conduct pre go-live assessment on the process and tool knowledge possessed by the trainees

Education Education

Bachelor’s Degree in Computer Science

University of San Francisco

Bachelor’s Degree in Computer Science

Skills Skills

A highly motivated self-starter, comfortable working in a virtual, globally-distributed team
Excellent ability to multitask across multiple projects and prioritize in fast paced environment
Excellent technical skills
Able to work with a globally distributed team
A customer oriented and believe in teamwork, collaboration adaptability and initiative
Very good written English, additional languages are an advantage
Very good communication skills
Knowledge and experience with online collaboration platforms and social media
Previous experience in customer services (call centers, online chats etc.)
Team management experience and skills

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15 Support Team Lead resume templates

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Senior Prime Services Support Team Lead Resume Examples & Samples

You are an experienced support analyst (8 - 12 years) with strong technical skills
Excellent & proven Incident management and organisation skills a must
Proven experience of managing a support team is required
Solaris, Linux/ Unix OS experience is a requirement
Database querying skills/experience is a requirement (SQL/Oracle/Sybase)
Tibco EMS & FIX protocol support experience is highly desired
Candidates are preferred to have experience in the Banking industry, ideally in the Prime Services (Prime Brokerage / ETD / SBL) space
An understanding of Trade Life Cycle from Order Entry to Settlement would be beneficial
The ability to work with different cultures and nationalities is required
You must have the ability to thrive under pressure and manage multiple, concurrent / conflicting priorities
You have very strong communication skills (written & verbal) and must be able to: leverage your influencing skills to gain internal support; operate independently with limited supervision; and establish a solid working relationship with, vendors, technical staff, Senior business & IT executives, and support team peers
You are keen to learn new technologies and build a solid understanding of the business context of the applications
You must have a strong focus on ownership of issues and commitment to resolving them
Reliability, responsiveness, assurance and empathy are essential to ensure a courteous and efficient service is provided
The candidate should be self-driven, highly motivated & have very high standards concerning quality of service delivered & attention to detail, where they lead by example and expect the same behaviour of other colleagues
Requires some work hours flexibility - weekend work / escalations form part of the remit

Barx Support Team Lead Resume Examples & Samples

Microsoft Windows environment knowledge
Windows XP, 2000, 2003, Windows 7 support
Retrieval and diagnosis of event log messages
Understanding of the security model
Understanding of the windows installer
Retrieving settings from the registry
Experience in a desktop support team: prioritizing issues, resolving problems in an efficient manner; experience using a call logging system to record issues
Experience of supporting Microsoft Windows Desktop environments: application installs and troubleshooting of installation failures; navigation of the Windows environment to retrieve error logs and configuration parameters; experience troubleshooting basic network and software problems
Communicating and presenting data effectively: experiencing of communicating both written and verbally to senior people and clients; experience of dealing with volatile situations over the phone

IT Enduser Support Team Lead-location Resume Examples & Samples

Manage the specialist's work schedule to ensure coverage
Provide end-user support by participating in the Service Desk call queue. This may occur when call volumes are particularly high or staff coverage is needed (lunch, annual leaves, sick leaves, etc.)
Monitor day to day ticket activity and proactively identify & resolve problem areas
Point of contact for ticket escalation and prioritization
Assist other technical teams as they operationalize new applications/tools to ensure the Service Desk is adequately prepared to support them
Communicate the status of critical outages and manage bridge calls
Appropriately escalate issues to leadership and other teams
4-6 years of experience in IT end-user support environment
Must have strong technical background - hands-on in troubleshooting various end-user technologies (i.e. desktop, laptops, Windows OS, Active Directory, Exchange/Lotus Notes, telephone system, etc.)
Strong customer service and strong leadership skills - experience working as a Team Lead of a small team
Some experience in ITIL processes will be an advantage
Outstanding follow-through, problem solving skills and communication skills
Willing to be based in Tuas. Able to travel between 2 office sites in Singapore

Senior Information Technology Analyst Support Team Lead Resume Examples & Samples

Provide client-facing support on IT solutions
Lead, prioritize, and facilitate support incident and problem resolution process with globally located Caterpillar IT support teams, business and external partners
Task delegation and coaching of support staff
Lead and facilitate incident root cause analysis and drive interim and permanent corrective actions
Develop ITSM metrics for support team and develop reporting process to communicate to business partners
Prepare, execute and/or coordinate the execution of the Product Testing and the System Integration Testing
Create and maintain system documentation
Will work in an international environment
Approximately 10% travel (international)
A minimum of a Bachelors degree in a technical discipline
A minimum of 1 or more years experience in ERP/MRP
3 years of accumulative experience required in one or more of the following areas
Supply Chain Systems
Electronic Data Interchange (EDI)
Logistics/Warehousing Systems
Must be a results oriented change agent who is an effective business systems thinker
Strong verbal and written communication and interpersonal skills
Detailed planning & organizing skills
Process-oriented
Knowledge of SQL
Previous experience in team leadership
Knowledge of ITSM Tools & Processes
Knowledge of Glovia ERP

Front Client Support Team Lead Resume Examples & Samples

Management and processing of post execution trade allocations on instruction from CSSEL clients (Electronic and Manual) on trade date
Processing and delivery management of post execution trade confirmations to CSSEL clients
Monitoring and clearance of all exception processing queues daily
Clear understanding of escalation process
Query investigation and resolution of all post execution trade discrepancies relating to CSSEL clients allocation and confirmations
Liaising with internal clients (Global Equity Middle Office, Clearing & Settlement, Regional Offices, Client Relationship Management, Front Office (Salespeople/Traders/COO) and external clients (Global institutional clients, vendors)
New fund/sub account opening of existing CSSEL clients, as part of the trade allocation and confirmation process
Manual Non-economic Cancel & Corrects in Front Office systems
Evidence of process improvements through root cause analysis to achieve higher straight through processing rates
Delivery of exceptional client service to internal and external clients
BA/MA degree, preferably in Finance&Banking or Economics
Excellent communication skills at all levels of organization
Fluent English is a must
Solid knowledge of Cash Equity trade flows and Sales Support processes
Ability to prioritize tasks and make decisions under pressure
Excellent team player who collaborates with colleagues and demonstrates flexibility and adaptability
Is risk aware, anticipates risks and helps to build better and more effective tools and processes to mitigate them

Banking System Support Team Lead Resume Examples & Samples

At least 5+ years of IT Project Management / Portfolio Management experience
Fundamental knowledge of banking business and operation process
Strong analytic skills and problem management skills
Good command of written and spoken English
Experience with various PPM tools (i.e. MS Project, QA)
Experience with various Software Development Lifecycle Methodologies (i.e. Waterfall, Iterative, Agile)

Application Support Team Lead Resume Examples & Samples

Excellent working knowledge of ION Trading solutions, particularly ION RISC, PRYSM, ARC, OCR, FeesDirect applications
3-5+ years’ experience supporting Global Exchange Traded Operations systems and end-users
3-5 years of experience with financial markets and products, in particular Exchange Traded Derivatives
A strong focus on client service and delivery
Knowledge of IT project & development lifecycles (SDLC) within Investment Banks
Excellent organizational, facilitation and communication skills

Senior Information Technology Analyst Support Team Lead Resume Examples & Samples

Develop and maintain productive and inclusive relationships with internal teams and business partners
Must be a results oriented change agent who is an effective business process analyst & systems thinker
Strong verbal and written communication and interpersonal skills, including ability to clearly & effectively present and promote ideas
Detailed planning, organizing, and project management skills
Knowledge of Relational Databases and query language

Account Services Operations Support Team Lead Resume Examples & Samples

Manage a team of employees performing high volume of global and domestic account openings for TTS clients
Deliver weekly queue reviews including a review of all deals in progress, additional projects, and feedback for each team member. Write and deliver mid-year and end of year performance reviews
Serve as first level escalation contact for internal partners (coverage, service, Account Services hubs) for urgent and erroneously processed items, and questions
Minimize documentation exceptions and deferrals accepted for US account openings. Track deferrals and ensure no deadlines are missed
Mentor Team Members on best practices and requirements for all global and domestic processes
Maintain PCM of current processes, documented exceptions, and internal contacts
Act as manager review r in maker/checker/manager review process to ensure only correct documentation is accepted
Identify and lead process improvements
In depth understanding of complex non-standard legal documentation
Demonstrated proficiency with global documentation
Prior experience managing teams
3+ years working cross-functionally to achieve a common goal
Possess the ability to work with various levels of management and the ability to build and maintain effective working relationships
Ability to proficiently use MS Office products, particularly Excel, Powerpoint, and Visio
Demonstrated proficiency with global documentation processes
3+ years of project management and process improvement experience
MS Office proficiency in: Word, Excl,, Visio, and MS Access a plus

Equity Operations Trade Support Team Lead Resume Examples & Samples

Continual efficiency improvements
Operational robustness
Idea generation and market feedback/benchmarking
Strong communication skills with an ability to adapt personal style and response
Advanced Problem solving skills including application of sound judgment to identify practical solutions to complex problems
Leadership and management experience including defining clear goals and success criteria for the team and taking accountability for managing team performance against them
Results Orientated and able to take on challenging goals with a strong belief in ability to deliver
Stakeholder management and client commitment

Marketing Service Support Team Lead Resume Examples & Samples

Capture and share field feedback to inform the development of best practices and delivery of relevant, results driven marketing tools. Help identify trends regarding usage, impact, provide insight to identify improvement opportunities
Identify areas of opportunity through thoughtful analysis of open/re-occurring issues, client needs and general feedback
Partner with marketing associates to support custom advisor marketing projects, field engagement activities, promotion of marketing tools and services
Manage and development team of associates; including ensuring proper training and continual educational support is delivered
Identify operational risks and work with marketing organization to remediate
Manage third party vendor escalation support; ensure escalations are managed within agreed upon service level standards
Proven Managerial skills with 3+ years of experience
Working knowledge of financial services business and LinkedIn preferred
Keen listener, problem solver
Team player who is self-motivated and takes ownership of projects

Trading & Sales Level Application Support Team Lead Resume Examples & Samples

Building relationships with our key stakeholders from the relevant areas particularly within application development and the business community
Actively identifying knowledge, performance and quality gaps within the team and addressing them using hands-on face-to-face coaching, both on the job and through one-to-ones
Ensuring escalations are dealt with by yourself or senior delegates within your team before they are escalated further to LM
Driving improvements across software applications including monitoring and automation

Loan Support Team Lead Resume Examples & Samples

Coordinate Campus workflow activities focusing on line of credit renewals and portfolio activities Ensure controls are in place for critical data integrity including Risk Rating accuracy and NAICs codes within all systems (CDT, CL3, CWA, SB2, ect)
Provide to relationship managers as well as field credit officers timely and accurate portfolio reporting ( CDT system)
Monitor and post risk rating changes directly to CL3 legacy system and ensure proper quality controls are in place
SME for processes critical to the operation of the Campus
Ensure timely and accurate tracking of Annual Reviews
Ensure timely and accurate submission of Risk Rating models as required
Monitor overdraft activities for all Community Bank commercial lines of business as required by credit policy
Monitor and support SharePoint data integrity
Support all GRC and self-testing activities including Remediation Plans. Own at least one Control/risk within GRC
Provide wokflow support and quality feedback to the first year Analysts regarding financial analysis process
(“Spreading financials”): financial statements and tax returns: balance sheet and income statements (both personal and business) to determine credit worthiness
Interpret credit data and financial statements to determine the degree of risk involved in extending credit or lending money
Review financial statements and all other relevant financial analysis as well as non-financial data to develop a concise focused analytical foundation for a credit decision
Deep understanding of risk rating models and tolerances
Ensure accurate and timely risk rating of assigned portfolio
Make accurate recommendations in granting credit requests using understanding of credit and risk management concepts
Critical data elements required within the write-ups
Exercise loan authority on all extensions of credit within established limits. Loan authority will be based on experience level and size/or type of credit treatment. Loan authority will be limited for New money transactions and considered an exception
Assist in the development of portfolio management strategies
Closely monitor all asset quality measures including performance against tolerances
Fully proficient in Key’s various loan systems
Promote a credit culture based on strong asset quality and a moderate risk appetite
Keep abreast of industry and market trends and communicates these trends to peers as well as Senior Credit Officers and Credit Manager where appropriate
Responsible for being both player and coach to analysts and associates within the Campuses
Periodic assignments related to the constantly changing risk management environments
Support Continuous Improvement culture
Undergraduate degree in accounting, finance, economics or related field or equivalent work experience
At least 5 years financial lending/credit experience
Demonstrated high level of financial acumen, interpersonal skills, and decision/solution effectiveness
Commitment to core values; Teamwork, Respect, Accountability, Integrity, Leadership
Line of business experience is desired
Experience with multiple types of lending (e.g. middle market, private banking, specialty lending) and multiple economic cycles is prefer

Customer Loan Support Team Lead-roseburg Resume Examples & Samples

Resolving customer problems such as: debit card issues, account overdrafts, electronic disputes, online/mobile banking issues and service charge questions
Utilizing system software to respond to online messages/emails to answer questions, provide banking services and resolve customer service issues. Demonstrates strong oral and written communication skills
Suggesting appropriate products and services to existing and prospective customers and cross-sells other bank services such as Visa Credit Cards

Sales Support Team Lead Resume Examples & Samples

Strong technical skills including extensive knowledge of residential product offerings and credit processes/parameters
Deep understanding of sales processes and an intense customer orientation
Ability to build relationships and inspire trust across the organization
Highly focused, self-starter with high level of energy and positive outlook
Ability to rapidly determine key priorities, and deliver professional results
NOTE** The information listed within this description summary is intended to indicate the general nature and level of work. It is not designed to contain or be interpreted as a comprehensive account of all the responsibilities, and/or minimum qualifications required of an employee assigned to this position

Operational Risk Technical Support Team Lead Resume Examples & Samples

Supporting team's service delivery in workload management and prioritization
Acting as a first point of contact for an onshore team for escalation and ad hoc support, reporting on team utilization and its capacity
Processes management (incidents, problem and process change management)
Driving changes, service innovation and process excellence
Maintaining knowledge of diverse infrastructure architecture, security policies and standards and consistently applying these practices
Interfacing with customers during problem resolution and escalation
People leadership through coaching, setting goals, performance evaluation

Technical Support Team Lead Resume Examples & Samples

Immediate face to face interviews
This is a Permanent Full time opportunity with an international technology company
Career progression opportunities are unlimited
Attractive salary and benefits
Dynamic and international working environment with well-established structure
Dublin city location with walking distance to Busses and Dart
Minimum of 2-3 years team lead experience in a customer service, call centre, technical support or helpdesk environment
3 or more years of customer service / call centre / helpdesk / technical support experience
Strong multi-tasking with excellent time management skills
Complete fluency in both spoken and written English, another EU language would be an advantage

Microstrategy Production Support Team Lead Resume Examples & Samples

Design, develop and evolve presentation objects, reports and dashboards for delivery of BI solutions to meet business needs
Develop and design data models, semantic layers, and data processing and transformation rules for proper data representation
Perform dimensional modeling and serve as subject matter expert on slowly changing dimensions, historic data capture, error capture and reporting
Prepare system and data specifications and create appropriate documentation such as business dimensional models and data mapping diagrams
Validate design with business requirements to ensure completeness of the BI solution. Actively contribute to design reviews. Participate in design workshops, providing technical insight and knowledge
Apply architectural and engineering concepts to design a solution that meets operational requirements, such as scalability, maintainability, security, reliability, extensibility, flexibility, availability and manageability. Ensure that solutions are designed for optimal access and usefulness, and leverage existing technologies, when possible
Develop and apply a structured BI architecture approach and methodology that aligns with the key strategies of the organization
Define, implement and refine the BI solution development methodology based in industry best practices
Participate and lead research and development efforts (e.g. proofs of concept, prototypes) as subject matter experts when introducing new technologies
Identify data quality issues and support data governance initiatives by participating in necessary activities including data profiling
Communicate results to customers clearly and professionally, demonstrating the value and usability of the data product
Create and develop end user training and documentation for BI solutions
Oversee ongoing support and maintenance of deployed BI solutions
Bachelor's degree in a quantitative discipline, or equivalent education and related training
Four years of experience in analysis, design, development, customization, implementation and testing of software applications and products
Two years of presentation layer development experience
Two years of experience with data warehousing and database programming
Ability to successfully design, deploy and evolve BI solutions
Knowledge of BI tool (e.g. MicroStrategy, SAS, Tableau, QlikView, SAP) architecture, functions and features
Capable of capturing and modeling complex business cases in terms of tables and relationships
Experience with queries, data warehouse architecture, data quality and data profiling; strong understanding of database concepts like referential integrity, indexes and keys
Ability to work with a wide range of business and technical staff
Strong analytical, troubleshooting and problem-solving skills
Ability to work independently or in conjunction with a team
Master’s degree or PhD in quantitative discipline
Advanced knowledge in developing queries and procedures in SQL, SAS, or other programming languages
Experience in Hadoop and/or Netezza data environments
Process management training and/or certification

Helpdesk / Desktop Support / Team Lead Resume Examples & Samples

Leading a team of 3
A focal point to manage all IT priorities and work with APAC IT teams on the delivery
Provide and deliver appropriate and effective IT solutions to support on-going business growth
Ensure systems, policies and procedures are in place and adhered to in providing seamless IT system enhancements, support and/or maintenance across all applications within the portfolio
Manage system availability, reliability, stability, and recoverability as measured against agreed targets
Coordinate and execute all IT equipment required for the setup of BCP/DR raised by respective business unit users
Manage end-to-end delivery of application development, enhancement, maintenance and/or support solutions including delivery via vendors and third party providers. Manage these activities within agreed budgets
Engage users in managing/upgrading production issues and planning enhancements. Update and advise users on procedures. Be required to participate in after hours, oncall support
Maintain accurate and up to date documentation of IT infrastructure and IT asset register
Undertake special projects as required

Support Team Lead Resume Examples & Samples

Serve as a key point of contact to the firm’s investor base
Assist with ensuring the quality and integrity of data in the CRM system
Produce reports for management that reflect sales metrics, such as: CRM/call reporting and other activity metrics
Assist with the implementation of standard operating processes throughout the sales cycle
Oversee the preparation of research-based memorandums for business development meetings and events; work with key stakeholders on process improvements
Bachelor's degree in Finance, Marketing or related field
7+ years of experience, including at least 2 years of management or team lead experience. Experience in financial services is highly preferred
In depth knowledge of the financial services industry, especially related to CRM systems and sales reporting
Excellent written and verbal communications skills with the ability to clearly present key issues and recommended actions
Strong analytical thinking capabilities and creative problem-solving skills
A self-starter who is consistently proactive, uses time efficiently and acts with a high degree of personal accountability
Ability to multi-task and prioritize multiple assignments; ability to manage changing demands in fast-paced environment

Sales Support Team Lead Resume Examples & Samples

Provide front line support to ESS Sales/Single Points of Contact, ‘SPOC’ Team to ensure consistent business practices and communications are disseminated to Sales
Effectively coach and develop SPOC associates based on direction from Sr. Manager
Closely partner with External Relationship Managers to align with territory trainings, development and communications
Regularly provide territory metrics, reporting, and analysis to Management
Act as the CFS liaison and knowledge source, while helping to lead a team to support CSA Sales in the four Zones and grow business volume
Resolution of complex account inquiries. i.e. fleet upgrade quotes, cost per copy billing, credit approvals, issuing purchase orders, etc
Leverage internal technology/support to create customized reporting for the SPOC associates to more effectively support Sales
Provide recommendations to improve operational efficiencies within the Sales Support Team
Strong understanding of all applicable CFS processes and how they relate to the leasing industry
Ability to obtain and understand root causes and work with internal and external partners to bring timely resolution to any & all issues
Maintain flexibility and effectively communicate changing conditions within CFS to Sales Channel Partners
Partner with Credit, Documentation and Bid Group to support approvals and changes to lease terms
Participate in and take a leadership role in project teams and other business initiatives as requested
Ability to resolve complex scenarios with minimal supervision and provide summary recommendations where applicable
Manage conflict and build trust across all Sales channels; ensure team is represented as credible extension of Management
Build and maintain strong internal relationships
Offer creative resolutions to move CSA Sales Channel business forward where applicable
Develop and share best practices with all levels of management
Meet individual goals consistent with position level requirements
Over time, mentor and lead SPOC team to facilitate career growth with a focus on personnel development
Energetic, team player with positive attitude and professional demeanor
Sections in gray are for HR use only
Excellent interpersonal skills with a focus on rapport/relationship building, listening, and follow up skills
Exhibit outstanding written and verbal communication skills and takes initiative to disseminate key departmental information
Strong analytical, problem solving, qualitative, and quantitative skills required

Test & Support Team Lead Resume Examples & Samples

To take ownership of test and support activities for the multi-channel IT team
To ensure that the test and support team work schedule is scoped, well managed and clearly defined to all providing estimates for testing timeframes
To ensure that deployments have had appropriate levels of testing and can be released without damage to the business
To Create and develop ongoing test methods including advancement into automated testing
To write and maintain comprehensive test case libraries related to all aspects of the multi-channel systems
To ensure that support tickets are processed within a timely manner and where appropriate flag up delays to the Business Systems Manager for multi-channel
To communicate planned and unplanned outages and service disruption to key stakeholders
To ensure that system alerts are being monitored and acted on with pace
To mentor the team, setting personal objectives and improving test/support capabilities
To engage with external providers to extend the capabilities of the in house team
To drive efficiency and to deliver change at a fast pace in line with business objectives

Desktop Support Team Lead Resume Examples & Samples

Primary work hours will be 8:00am ET to 5:00pm ET weekdays
Must be able to execute all assigned projects quickly and efficiently with a sense of urgency
Support of customer designated standard and non-standard coreload software
Support of laptops, desktops, blades, thin clients, tablets, smartphones telephony devices, printers, conference room equipment, infrastructure computing, Cisco Telepresence
Remote site support
Hardware Maintenance
Support of on and offsite meetings
Be able to prioritize issues and projects effectively in alignment with customer needs
Ability to communicate clear instructions with team members while setting deadlines or expectations
Must be able lead the team and provide direction as needed
Work equally as a team member and leader on important projects which are highly visible to the customer
Provide weekly metrics to the customer
Create presentations for the customer on progress of projects or activities
As a team maintain support hours of 7:00AM to 6:00PM
Ordering of hardware and software as required
Facilitate tickets to engage other teams as needed
Documentation
Training for associates and team members
Escalation point for level 1 Help Desk

Equity Trading Operations Support Team Lead Resume Examples & Samples

Hands-on Team Lead responsible for the IT support of all Equity Trading applications
Leadership of a small team, balancing technical needs with people management
Ownership of the IT production environment. Responsible for stability and resilience
Relationship management with business stakeholders and wider technology teams
Part of a global IT support team contributing to (and improving) operational excellence
Identifying, planning and migrating suitable applications to Shared Resource Centres
Demonstrable experience working within the securities industry in a technology role
Demonstrable experience in leading IT Operational Support teams utilising ITIL
Strong understanding of global front to back trade flows and broad technologies
Strong Experience working with vendor systems like FIDESSA, 4SF, SYN and Calypso
Strong technical experience working with UNIX, Windows and Database technologies
Strong understanding of the balance and utilisation of low and high cost resources
Strong ownership of all within remit. Accountable for day-to-day IT service delivery
Strong leadership experience including team management and people development
Able to work within a dual capacity - performing technical and leadership roles
Strong written/verbal communication skills; able to engage business stakeholders
A passion for the business we operate in and dedicated to its improvement through technology

Implementation Support Team Lead Resume Examples & Samples

Undergraduate Degree, desired
2-3 years of treasury management experience, desired
General knowledge of Treasury & Payment Solutions products and services and/or onboarding processes and requirements
Working knowledge of PC and office automation applications as applicable to perform the job effectively and efficiently
Ability to delegate strategically and effectively
Task management and time management skills as applied to own work (eg. ability to plan work, organize, set priorities, monitor work performance, initiate corrective action, and make effective use of time of subordinates)
Strong customer service skills required to effectively handle client escalations
Strong people management skills (eg. ability to provide work direction and expectations, performance feedback and recognition, personal & career development etc., as it applies to subordinates). The ability to maintain confidentiality
Strong communication skills required to provide timely and consistent messages
Coaching and mentoring skills as applied to subordinates
Leadership skills in establishing a working climate which stresses the creation and maintenance of a competent, committed and cost effective staff (eg. act as a role model in terms of work habits, customer service and proactive training/learning)
Change management skills (eg. proactive vs. reactive approach, anticipation of changes, planning of change to minimize adverse consequences, advance communications to subordinates, etc.)
Emotional intelligence and interpersonal skills ( eg. effective listening, diplomacy, objectivity, tact, respect for differing viewpoints, fostering of two way communication, etc.) and the ability to apply them in dealings with subordinates, co-workers and clients

IB COO Support Team Lead Resume Examples & Samples

Strong analytical, reporting and problem solving skills
Computer literate with an advanced knowledge of SharePoint and Microsoft Office (Excel, Word and PowerPoint)
Proven relationship management skills – able to build and maintain strong relationships
Strong project management approach with keeping track of timelines

Senior Manager Client Support Team Lead Mumbai Et-eto Resume Examples & Samples

Ensure local IT systems and Support processes are aligned to ITIL framework
Undertaking coordinated incident management in liaison with other operational teams
Responsible for ensuring local BCM Compliance and reporting to Regional BCM coordinator
Maintain a standardised global service offering through peer group collaboration
Present regular updates to reporting line on status in local site
Contribute to and manage resources to provide local assistance for wider technology projects and programs including local testing and hands on activities
Working with business teams to effectively manage our computer assets through the lifecycle
Ability to work well under pressure, multi-task and work effectively with minimal supervision
Defines clear success criteria and goals for self and team, and monitors & measures performance against these
Challenges team and self to extend themselves and take on new experiences
Self-motivated, and able to both independently and part of a wider regional team
Implements quality assurance practices to ensure accuracy, quality and timeliness of team output
Proven track record managing external vendors / suppliers, identifying improvements within existing SLA, conduct regular updates on service management and quality
Ability to support and troubleshoot issues with technologies including but not limited to: Networking (TCP/IP, DNS, Cabling), Remote Access Connectivity (iPass/VPN), Telephony (BT Syntegra Dealing Consoles / Cisco VoIP phones / Voice Recording) and Apple iPhone
IT consultancy on peripherals and new technology
Familiar with Market Data applications support like Bloomberg, Reuters, Factset, work with vendor support when necessary
Familiar with local Exchange connectivity, BSE & NSE,
Knowledge of Equities trading platforms

Business Aligned Support Team Lead-it Resume Examples & Samples

Drives outage resolution, overall operating stability and availability of services for the assigned line of business (Assurance, Advisory, Tax, Cross-Organization and Collaborative Business Services (CBS) or Finance) that may be provided or maintained by Global Converged Services Management (GCSM) in Global Operations (GO) by reviewing the consistency of agreed services and operational readiness of the GIS infrastructure’s production environment
Possesses an understanding of global Infrastructure environments, including regional issues and differences and an understanding of the deployment and support of administrative and implementation protocols. Working knowledge in but not limited to
Approximately 8 to 10 years of professional experience in various aspects of communications, infrastructure management and operations

Eets-l Support Team Lead Resume Examples & Samples

Seeking a highly motivated leader with a proven background in managing complex IT Support and Operations environments
As a key member of the EETS-L2 support Leadership team, this role has technical and people management responsibilities
Lead and manage a highly technical team of L2 resources, consisting of approximately 20 resources
Define and govern support processes, best practices, and standards across the L2 support organization to confirm with ITL 3.0
Provide technical leadership to L2 support team
Demonstrate a positive attitude, collaborative spirit to facilitate and build relationships with various stakeholders, i.e TS partners, LOBS, ITS, vendors and L3 support teams
Planning and strategizing of organizational changes and requirements to optimize capital and human resources
24 x 7 availability, for technical and non-technical escalation
7-10 years of experience in Production Support and Operations with detailed understanding of ITIL 3.0, coupled with proven ability and demonstration of leadership skills
Ability to motivate, develop and drive resources
Highly developed conceptual, analytical and quantitative thinking abilities, with outstanding critical judgment
Strong organizational skills, with the ability to work in a fast paced environment and manage multiple deadlines and priorities
Customer centric individual who is result driven, but people oriented
Ability to work both independently and cooperatively as part of a cross-functional team
Strong proficiency and expertise in MS Excel, PowerPoint and Word
Technical support expertise and knowledge in Kofax, FileNet, CMOD, HP eXstream, SAS Grid and Web Services
Excellent communication skills, negotiation skills, Collaborative skills and team oriented individual
24 x 7 availability for escalation of production issues
A strategic leader with day to day executional capability
Understanding Budgeting, I.e. Funding Model, administrate $2.5 million budget
Strong ability to multi-task in a fast-paced environment
Stakeholder and Vendor relationship management – both internal and external
Strong business acumen and organizational awareness
Strategic thinker who proactively takes initiative to creatively resolve issues and find solutions
Manage stakeholder and executive relationships as they pertain to group deliverables while influencing individuals at all levels of the organization
Provide oversight for 7x24 support staff as required and ability to travel to various sites is required
Ensure support artifacts and documentation is current

Trade Support Team Lead Resume Examples & Samples

Subject matter expert addressing escalations and high priority tasks related to daily fail reports and daily trade breaks for various security types including equity, fixed income, derivative, mutual fund and currency related security types
Research root causes and take appropriate action to communicate and resolve trade exceptions and breaks with internal and external counterparties
Responsible for oversight and prioritization of requests that are received through the team queue
Responsible for the oversight and maintenance of the firm’s collateral management process
Proactively receive metrics on and review activity within systems, participate in peer-reviews, present trends and analysis to management, and escalate as necessary
Proactively ensure accurate completion of the team’s daily trade notification process with brokers, custodians, and interested third parties. Escalate and address issues as necessary while leading efforts to mitigate future risk
Proactively identify operational risk and contribute to an improved operating environment by instituting best practices through collaboration with internal and external resources
Maintain a strong understanding of the effect that changes in trade and other data elements have on portfolio performance and be sensitive to these changes
Possess superior knowledge of both security characteristics and market dynamics and how these entities impact the client experience
Proactively lead and contribute to firm-wide and departmental value-add projects and initiatives in addition to general responsibilities
Proactively lead analysis of key work drivers and identify opportunities to reduce manual exception rate through various methods, including automation and other technologies
Provide training and guidance for Senior Associate and Associate staff on processes and controls
Regularly communicates to Manager the status of ongoing projects, tasks, and daily responsibilities

Alternative Investments Ops Support Team Lead Resume Examples & Samples

Resolve client issues across the various business functions, and/or onboarding new business
Ensure team is delivering high quality and timely output by monitoring project plans, issues logs, etc., identifying issues and ensuring that they are resolved on a timely basis
Ensure staff is aware of any lapses in quality service or failures to meet the defined service levels and that action is taken to fix the problem
Serve as escalation point in resolving client service delivery issues, dealing directly with clients and other functional management
Set and implement objectives, goals, performance management, employee engagement, and serves as a role model for staff
Review and approve transactions, including; subscriptions, contributions, distributions, redemptions, and transfers, for Private Equity, Real Estate and Hedge Fund offerings, ensuring transactions processed are accurately reflected on reporting systems and statements
Work closely with Internal and external administrators to gather required data and ensure transactions are executed on time and accurately
Work closely with Banking and Product teams, Investment Counselors, Portfolio Managers, Client Reporting, Performance and Finance to facilitate investments, resolve issues and address inquires
Work on ad-hoc assignments benefitting departmental initiatives
Review Business Requirements Documents (BRD) and direct team to perform UAT to meet planned production cutoff timelines
Monitor and resolve various reconciliation breaks
Demonstrated effective work habits and organizational skills with the ability to prioritize, multitask and adapt to changing priorities
Team focused and able to collaborate effectively with peers
Analytical with the ability to complete assigned tasks independently
Detail-oriented with a demonstrated ability to produce high quality, accurate work
Excellent MSOffice skills with focus on Excel and Word

Service Support Team Lead Resume Examples & Samples

You’ve led a desktop support team across multiple locations and have relevant people management experience
ITIL qualified
Previously worked in a 1st & 2nd line support environment
Windows and Mac hardware and operating software experience
Experience of SCCM, ServiceNow reporting, MS Office 365
Worked in a range of ITSM Operational roles
First-hand experience of managing external service providers
Experience of a range of physical and virtual technologies
Lean Six Sigma Green Belt Desirable, not essential
Managing shift-left handover tasks that are suitable to be handed to 1st line support
Managing the on-boarding of shift-right tasks being handed over from 3rd line support
Driving technology enhancements in-line with strategic and industry direction
Relationship building and liaison with business departments to understand and improve their use of technology

Application Service / Support Team Lead Resume Examples & Samples

Experience (US only) and Education
10+ years of process or operational improvement experience
Day-to-day leadership of distributed application support team to ensure effective business operations. This includes oversight of team activities and priorities, as well as managing escalations
Contribute, as part of the Storage, Management & Discovery leadership team, to the definition of service delivery strategy and take ownership for operational execution
Identify and drive improvements to productivity, quality and cost effectiveness of the service and the support team, collaborating with other teams as necessary
Provide management, coaching and guidance to the support team
Extensive understanding of application support at scale (8+ years), with the last 2 years taking a leadership role in either a FTSE 100 organisation or publishing/media environment
Strong collaboration and influencing skills, especially in working with distributed teams and partners (UK, India, Netherlands, USA) at all levels within an organisation
Strategic planning skills and experience, with a demonstrable track record of delivering strategies to safely exploit new technology in order to increase revenue, decrease cost or reduce risk
Good understanding of supporting microservice-based java platforms and NoSQL databases (e.g. MongoDB, ElasticSearch) running in the cloud

Business Support Team Lead Resume Examples & Samples

This is a great opportunity for you to be Team Lead of an exciting and dynamic team
Located in City Centre
Great salary with collective and individual bonus structures in place, and Benefits
Interviews ASAP
English and French courses
Third level qualification in Business or related field
3-4 years Team Lead experience
Proven ability with handling claims and complaints
Native or Fluent Italian and Fluent English
Strong people management skills in order to develop a high performing team

Production Support Team Lead-VP Resume Examples & Samples

Upward of 5 years relevant Production Support/Development
Solid understanding of basic financial market terms & concepts
Solid experience in SQL, Linux/Unix, Shell scripts, PERL/Python scripting
Knowledge and prior experience of US market regulatory requirements
Prior experience in supporting Swaps, ETF and Derivatives products and systems in a Front office trading environment
Good grasp of US/American /International equity markets, order types
Knowledge of algorithmic trading basics and FIX protocol
Knowledge/prior experience of Windows NT, Windows GUI trading frontends
Ability to understand/explain/analyze trading flows, trading order blotters, interactions between trading systems
Knowledge and experience of interacting with trading system development teams to release and support system changes in dynamic environment
Team player and collaborative working ways
Track record of partnership and proactive support
An unbridled enthusiasm and desire to be the best in class
Unwillingness to accept status quo and a passion for driving continuous improvement
Ability to provide leadership and mentoring to junior members of team
Exposure to Problem, Change Management and Release procedures and best practices
LI-AG1*

Technical Product Support Team Lead Resume Examples & Samples

Coaches and leads team to deliver high quality support
Be creative in developing better, more efficient, and more accurate methods of accomplishing personal and department business objectives, including "ease of doing business"
Deliver effective training programs (e.g. product installation, application, service and troubleshooting)
Author and/or review and edit installation and operation manuals, technical manuals and service bulletins
Warranty administration
Utilize tools such as TIM, HVAC Knowledge Center, MS Office
Represent the team, as needed, on development programs and projects
Support and drive implementation of service and parts strategies for product lines
Measure and continuously improve customer satisfaction and loyalty scores
May require occasional participation on global conference calls outside normal working hour
Bachelor degree required, preferably engineering or engineering technology; master’s degree a plus
3-5 years in product support, engineering, marketing or sales required; experience with VRF products and applications preferred; experience with system controls platforms a plus
Strong interpersonal and presentation skills, technical ability, and demonstrated customer service attitude
If internal to Trane, proficiency with Trane tools, including TOPSS, LYNX, Engineering Interface and Systems Analyzer a plus
Comfortable working cross functionally in a matrix organization

Dcgs-a Fielding & Technical Support Team Lead Resume Examples & Samples

Bachelor’s Degree and 15 or more years of verifiable Army Military Intelligence/fielding experience as an officer, noncommissioned officer, or equivalent experience
Experience in the planning, execution and resourcing/staffing complex fielding events occurring simultaneously at multiple locations
Experience in preparing and maintaining comprehensive schedules ensuring fielding events are adequately resourced and executed
Experience managing projects from initiation through closing
Must possess a TS/SCI security clearance and may be required to pass a CI polygraph examination
Fulfill the role of DCGS-A Fielding and Technical Support Team (FTST) Lead
Lead subordinate teams of logistics, technical support and maintainer staff at Field Office Fort Hood

Business Aligned Sharepoint Support Team Lead Resume Examples & Samples

Drives outage resolution, overall operating stability and availability of services for the assigned line of business (Assurance, Advisory, Tax, Cross-Organization and Collaborative Business Services (CBS) or Finance) that may be provided or maintained by Global Converged Services Management (GCSM) in Global Operations (GO) by reviewing the consistency of agreed services and operational readiness of the GIS infrastructure’s production environment
Drives operational problem investigations for the assigned business unit, with a focus on the comprehensive review of those investigations inclusive of the risk and mitigation of exposure, the necessary alert, telemetry and support required to prevent re-occurrence
Drives incident identification, problem awareness and trending activities to determine and escalate chronic conditions and provide observations on trends requiring additional investigations to sustain services and prevent outages
Drives remediation through an established understanding of the standard protocols, options and procedures based on GCSM’s overall remit such as monitoring incidents, first impact analysis and diagnosis of incidents relating to the infrastructure environment
Drives incident remediation within technical environments by escalating or liaising with appropriate teams for the development of corrective actions or viable workarounds to resolve client impacting incidents with, for example, Level 4 Engineering teams within the Global Hosting Domain
Works with the Event Monitoring and specific GIS organizations as well as external vendors such as Microsoft to review closure summaries, investigate and develop new processes to detect conditions in the infrastructure prior to these anomalies becoming end user visible and impacting business service or in prompt reaction to identified incidents
Manages new services implementation for an assigned business during the initial hyper care period for execution for issues that impacts operational readiness of services for the EY business unit. Provides a review of planned changes that may impact services for the assigned business unit in its location(s), raising concerns and/or visibility to the business for their input and approvals
Maintains and documents best practices and restorative activities in ServiceNow to capture improvements, log event resolution timeframes and notate client perception of services as part of formal services monitoring efforts
Maintains a position of thought leadership and understanding of a wide variety of converged infrastructure technologies to challenge the status quo and drive appropriate action and forward planning as aligned to the business current and future service needs
Measures and monitors expected service directives and identify risks within the IT environment aligned to the EY business unit’s expectations for service delivery. Partners within GIS to agree Key Performance Indicators (KPIs) for expected client service directives to mitigate the impact of incidents and highlight operational service successes and areas for improvement
Understands and reviews metrics against Operational Level Agreements (OLA) as part of the key performance indicator (KPI) analytics covering Mean Time To Repair (MTTR) infrastructure outage time frames and other operational readiness mandates as part of the effective communication among GCSM, GIS and key stakeholders
Reports findings based on these metrics to aligned business unit leadership and management to foster continuous communication and improvements
Provides support for various projects as assigned including such areas as application and/or platform changes, new releases, and service requests in supported technical environments
Participates as a thought leader in automation, consolidation, and centralization projects aligned to the role’s remit. Maintains all activities and directives in accordance with EY’s compliance policies and IT Service processes to provide restorative actions within scope and aligned standards to maintain cost efficiency and operational readiness
Drives activities across IT as the single point of contact for an assigned EY business unit into the Converged Services Operations team to understand the specifics of each EY businesses’ service model including current service expectations, challenges and future directives
Drives the partnership with process owners and stakeholders in such areas as Business Aligned Infrastructure (BAI) teams in Service Portfolio Management (SPM) and others on observations to promote, execute and embed service improvement opportunities specific to the business’ service needs
Works across teams to identify supportable architectural opportunities within the GIS Infrastructure and identifies areas for improvement to the respective Domain teams to drive quality improvement and customer satisfaction
Partners with external vendors and suppliers on next generation and current product capabilities for the assigned business as well as to recognize features and functions that will support the objectives of the business unit through IT services
May manage or provide direction to indirect and direct reports known as Specialists and other members of the team to drive the highest level of performance, aligning responsibilities and objectives to abilities and coaching performance to achieve success
In managing staff and mentoring individuals, acts in accordance with government and other specific regulations and procedures on such matters as the protection of privacy for an individual and specific directives on confidentiality in staff management aligned to each country in which staff are managed or domiciled as well as EY’s mandates with regards to managing people across nations
Possesses an understanding of global Infrastructure environments, including regional issues and differences and an understanding of the deployment and support of administrative and implementation protocols. Working knowledge in but not limited to
Working knowledge of Network technologies: Local Area Networks (LAN), Wide Area Networks (WAN) Domain Name servers (DNS), Dynamic Host Configuration Protocol (DHCP), Location based services, Citirx/ACE Load Balancers (LB), WAN Optimization Controllers (WOC), Firewall (FW) and Proxy
Working knowledge of Server technologies: Windows Server 2008 / 2012, Virtual / Physical platforms, NetBackup, Control-M,
Working knowledge of Database technologies: SQL 2012 / 2014 / 2016, Power Shell Scripting, SQL Backups
Working knowledge of Collaboration Services: Voice over Internet Protocol (VoIP)Video Conferencing and Telepresence
Working knowledge of Cloud Services: Office 365 and Skype/ Lync
Maintains interpersonal skills to engage in cross business discussions within a matrixed, geographically dispersed organization and to build a solid network of peers and others of influence including vendors and suppliers aligned to services provided. Manifests a demonstrated ability to flex between working within an aligned team including 3rd party vendors such as Microsoft in escalating issues as well as independent work as assigned and directed. Partners with peers and colleagues based on technical expertise and challenges insightfully to improve connectivity and propose credible options in solutions
Maintains communication skills to adapt communication style to the style of others, developing rapport and staying calm under pressure and to build and maintain strong relationships across the levels of a matrixed, geographically dispersed organization using advanced oral and written English communication skills. Is able to develop and communicate technical concepts to both experienced technicians and to the assigned EY business units with equal dexterity
Manifests an analytical and problem solving ability appropriate to the role to escalate and negotiate assigned issues in IT technical investigations, to handle multiple and shifting priorities in a timely fashion across a broad spectrum of operating environments, document findings in an appropriate manner and to drive solutions that are both financially sound and operationally feasible
Possesses a knowledge of the Service Now system to record incidents and remediation as well as appropriately use the tool’s features and functions for analysis
Maintains a comprehensive knowledge of IT end-to-end processes and operating environment to support proper recognition of issues or to recognize and position improvement opportunities to the assigned business units as determined by the metrics gathered and reporting produced
Manifests the ability to absorb rapidly new technical information, business acumen, and apply it effectively
Solid appreciation of wider field of information systems, its use in relevant deployment areas and how it relates to the assigned EY business and their IT service and operating needs
Manages an assigned team of Specialists (as applicable) and projects by delegating work effectively and using appropriate resources. Utilizes the proper people, time and project management disciplines across a diverse culture and multiple time zones. Resolves team conflicts with a proven ability to implement and communicate difficult decisions. Provide individual, team and peer mentoring as appropriate and required to develop capabilities within team, function and organization
Approximately 8 to 10 years of professional experience in various aspects of communications, infrastructure management and operations

Client Support Team Lead Resume Examples & Samples

Provide daily direction and communication to team members such that service interactions are handled in a timely, effective, and knowledgeable manner
Oversee key performance metrics (KPI) and workload reporting to ensure appropriate client response benchmarks are achieved daily
Act as primary knowledge resource to team members
Provide supplemental phone, email inbox, or ticket assignment support when applicable
Suggest methods to improve area operations, 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 analyst
Facilitate client escalation process inclusive of working cross-functionally to resolve issues
Maintain awareness of new products/process and actively disseminates to team
Contribute to SOP documentation and updates knowledgebase when applicable
Participate in ad-hoc project work initiated by CS management
Provide all phases of direct leadership oversight to subset of team
Understand the importance of Client-First service delivery, its impact to clients, and how it differentiates Billtrust

Technical Support Team Lead Resume Examples & Samples

Responsible for the supervision of Tech Support Analysts
Provides supervisory coverage during their shift
Monitor the Tech Support incident queue
Ensure all Service Level (Agreements or Commitments) are being met and issues are being responded to accordingly by Tech Support Analysts
Review weekly incident aging report on all open/active tickets Tech Support has ownership
Report any customer satisfaction issues and product incident report trends which require Tech Support Manager’s attention and/or involvement
Address any bottlenecks and reassign issues to the appropriate level of Tech Support Analyst
Work with Tech Support Analysts to ensure CRM incidents are being documented appropriately and accurately
Responsible for tracking Tech Support Analysts schedules, coverage (ex: time off requests, etc.) and posting on internal support site
Ensure the incident report process facilitated by Tech Support Manager is being followed by Avocent Employees and customers
Assist Manager on interviewing new Tech Support Analysts
Assist Manager on providing requested feedback for Tech Support Analysts performance appraisal evaluations
Conducting periodic training sessions whenever necessary (ex: Severity classification, documenting product information)
Avocent software (DSView, Data Center Planner, Aperture)
Crystal Reports
Web development tools (HTML)
Previous help desk or Call Center experience
In depth understanding and knowledge of Windows (security)
Web Server applications (MS IIS)
Operating Systems (Linux/Unix, Sun Solaris, Windows)
TCP/IP Protocols and Authentication Services (LDAP, Active Directory, Routing Protocols, TACAS, Syslog etc…)
Associate’s degree
MCSA Microsoft Certification
RHCE- Red hat Linux Certification
Solaris Certifications
Cisco CCNA or CCNP Certifications
MDBA
1 Years of experience within Avocent minimum
3 years of more of professional and customer service experience
Prior experience working with a diverse interdependent cross-functional, cross-departmental projects, vendors, business objectives, and technologies

Sales Support Team Lead-emerging Markets Resume Examples & Samples

Maintain assigned territory based on existing team structure - contributes to team effort by accomplishing related results as needed. Processes business quickly and efficiently
Provide leadership and support to team – Sales Support and Marketing Support associates
Effectively coach and develop Sales Support team members and Marketing Support associates based on direction from Sales Support Management
Independently and proactively develop existing and new account relationships
Partner with team members to collaboratively develop existing and new account relationships with Channel Partners, manufacturers, distributors, dealers, and customers, etc
Maintain relationship with existing dealers through personal visits, telemarketing, email solicitation, order procurement, best in class customer service and programs
Present our programs, promotions and Sales Support material in group meetings, presentations and one-on-one conversations with Channel Partners, dealers, customers, etc
Regularly provide territory metrics, department reporting and analysis to team and Sales Support Management - works closely with Business Analytics, Finance and/or Accounting
Resolution of complex account inquiries, development and documentation of new products, analysis of issues and solutions implementation
Partner with internal Canon support teams to facilitate business within Emerging Markets and assigned territories – work with Channel Partners to increase market share and increase account penetration using CFS product mix
Maintain a positive outlook and support company change initiatives
Coordinate and provide team education based on strong understanding of all applicable CFS/Canon business processes as they relate to the Channel Partners and leasing industry
Ability to understand and carry out business strategy/goals in order to achieve target results
Ability to maintain flexibility, agility and effectively communicate changing conditions within CFS to Channel Partners, etc
Manage conflict and build trust across all Sales Channels; ensure team is well represented as a credible extension of Management – build, maintain and foster strong internal relationships
Understand products and prices offered by competition and update Management on any market conditions that could impact Canon sales or market share
Participate and/or lead projects as assigned
Develop and share best practices with all levels of Management
Perform responsibilities and meet individual goals consistent with position level requirements
Over time, mentor and lead Sales Support team to facilitate career growth with a focus on personnel development, business skills and knowledge enhancement
Bachelor’s degree and/or strong relationship management skills in the leasing industry
Availability to travel up to 50%
Team player with high energy, positive outlook and professional demeanor who takes initiative
Willingness to develop new skills and learn new approaches to new business development
Complete comprehension of common programs/lease plans utilized in leasing industry
Strong comprehension of credit concepts
Strong math aptitude
Strong communication and presentation skills – both written and verbal
Detailed working knowledge of Rapport & InfoLease
3+ years leasing experience

Field Support Team Lead Resume Examples & Samples

Make outbound calls providing direction on RR Compliance. Answer incoming calls in a call center environment for the Retail and Dedicated Teams. Provide accurate answers to a variety of issues including: sales plan questions, voicemail questions, SalesTrak, package tracking, RR procedures, and RR training
Complete order entry for requests of inventory items
Accurately document calls in the CRM database and SalesTrak Rep View
Complete various reports/tasks as requested, following a schedule with ongoing reports/tasks
Communicate with Client Services on sales plan questions and special situations
Provide quality control for sales plans by communicating issues and questions to Client Services
Maintain a working knowledge of retail store call procedures by working sales plans and resets in the field on occasion to gain experience with RR procedures, store procedures, product knowledge, and client knowledge
Keep manager informed of communication with outside departments relating to field support department
Training FS Agents on the proper procedures of the department and it’s applications (CRM & SalesTrak)
Ensure that FS Agents are available for calls, monitor break times and handling escalated call issues
Assist ROC Managers with daily execution of compliance and execution issues

PTL Global Support Team Lead Resume Examples & Samples

Assists testing vendor to verify that repaired items are operational prior to returning said items to the field
Identifies replenishment requirements and recommends upgrades and/or enhancements to maximize effectiveness and functionality of PTL hardware/software
Performs a variety of network management functions in support of services related to the operation, performance or availability of data communications networks
Modifies command language programs, network start up files, and assigns network parameters to improve performance and participates in load-balancing efforts throughout the network to achieve optimum performance
Must be a US Citizen
10+ years of relevant work experience
Must be able to travel TDY to U.S. facilities critical threat locations around the world
Must meet all required medical expectations as defined by the customer prior to and after deployment to assignment
Must be able to work in remote locations with austere living conditions
Must be able to travel domestically for training and program coordination
Must have the technical expertise in the technologies required for assigned team (e.g. software development, computer systems architecture, COMSEC, inventory and logistics, RF network engineering, Integrated Broadcast Systems applications)
Ability to communicate and coordinate actions effectively with individuals at all organizational and management levels, including agencies outside of department
Must possesses excellent interpersonal skills, with the ability to build/maintain professional working relationships
Demonstrated good attitude and ability to work as a member of a cohesive team
Self motivation and the ability to work effectively under minimal supervision
Proficiency with Microsoft Windows operating system and office automation software (Microsoft Office suite, SharePoint)
5+ years’ experience working in a military or government environment

Customer Support Team Lead-night Shift Resume Examples & Samples

At least 4 year experience in a customer service environment
Disciplined time-management skills and the ability to prioritise and troubleshoot multiple issues
Familiarity with Blackbaud Products essential
Proven ability to handle escalations and prioritise critical issues
We will require a person who has excellent communication and organisational skills. They must be driven to support customer satisfaction at the highest levels
Proven desire to learn new software and technologies, and an ability to learn quickly
Strong work ethic – proven ability to “go above and beyond”

Application Support Team Lead-middle Office Resume Examples & Samples

Provide first and second line application support to business users within the Middle Office & Commercial
Provide Team Leadership and staff development
Build and maintain an understanding of their business processes, information flows and IT requirements relating to the above areas of responsibility, through regular discussions with all appropriate levels of staff
75% production support & 25% bug fix & development items aimed and improving overall service
Participate in daily development scrums as part of the adoption of Agile, moving towards DevOps
Provide support for their test environments, undertaking restores/refreshes from time to time, problem solving on systems and application issues and providing configuration services
Provide consultancy and training support (post implementation) to business resources, likely in a 'train the trainer' capacity
Carry out regular morning systems health checks, and report accordingly
Undertake out of hours support as required
Follow and develop our support standards as they relate to problem solving, communication, fault recording and reporting, and change control
Liaise with business staff, corporate IT shared services, and the projects and development team as required to carry out these responsibilities
Maintain knowledge of technology and business processes in relation to these responsibilities (Knowledge Repositories & WiKis)
Provide reporting/management information as required
Database Analysis & Query: Oracle, SQL Server (SSIS & SSRS desirable)
Operating Systems: Linux/Unix & Windows
Primary Web Languages: HTML5, CSS3 JavaScript & jQuery
Secondary Languages: Java, Spring, XML and JSON, Microsoft .NET
Knowledge of one or more of the following applications would be advantageous

Client Support Team Lead Resume Examples & Samples

Assists clients with questions related to the NexTEM application
Provides clients with product and service information
Provides training assistance on all aspects of NexTEM for external and internal users
Understands all reporting tools in NexTEM (Hyperion, LogiXML, and SSRS reports)
Working knowledge of Microsoft Office Products Excel and Word 2007 and 2010
Relational database knowledge is helpful
Will need the ability to work with others and steer others to reach an agreed conclusion
Conflict management and relationship building skills

Bank Incentive Compensation Management Support Team Lead Resume Examples & Samples

Understand Incentive Plan rules and formulas
Analyze the incentive plans, with the help of the Director, to ensure they are following company guidelines and are as consistent as can be with the other plans in the ICM
Work with the HR IT group on data feeds for the plans that need to be systematically brought into the ICM after original setup
Update training materials for the end users (IPMs/IPAs and participants in the plans) and provide any training needed
Update ICM Admin Procedure Manuals for the team to assist in ongoing support and Year Over Year (YOY) plan changes
Master's degree, or equivalent work experience
10 or more years of experience in project management and leadership activities
Five or more years of managerial experience
Experience with large scale incentive compensation administration (1000+ participants)
Proficient with Microsoft Office products (Word, Access, Project)
Highly Proficient with Microsoft Excel
Problem solving skills and attention to detail
Excellent analytical, project management, problem resolution and customer service skills
Strong interpersonal, logical reasoning, written and verbal communication skills
Ability to manage multiple tasks and set priorities in a fast paced environment
System reporting and analysis skills required
ICM system programming/defect resolution required

Lims Production Support Team Lead Resume Examples & Samples

5+ years of experience with providing production support and testing
3+ years of experience with STARLIMS v9 and v11
Knowledge of source control and Agile development
BS degree required
5+ years of experience with consulting or federal IT
Experience with working in a Federal IT or Fortune 500 IT company

Global Support Team Lead Engineering Resume Examples & Samples

Manage ~3+ Melbourne Global Support Engineering team to efficiently resolve technical issues on a system level (instrument & software) raised by customers and stakeholders
Be an active member of the Global Support Leadership team
Provide level 3 (factory based) technical support to the sales regions
Provide level 1 (Help Desk) and Level 2 (onsite) technical support to BU channel partners
At the request of the channel support manager, organize or aid in installations and demo of instruments at distribution sites
Facilitate and help manage/resolve major escalations anywhere in the world. Travel may be required at short notice
Provide technical support to the QA/RA team for the compliant process
Assist in developing the associates in Global Support technical and application support teams to ensure skills, capability and succession planning align with business needs
Ensuring compliance to in-house tools (QUEST, SAP, and Test Track), regulatory standards, and company policies
Ensuring achievement of key metrics: Global Support budget, staff performance and customer satisfaction
Assist in managing Melbourne spares solutions to support products in the field
Help driving a continuous improvement focus in system reliability and warranty costs
Sign off and approve technical documents released by the Global Support team
Work with the Selling Unit’s and/ overseas service and support team to develop, maintain and rollout new processes and training material/programs for service and support
Help manage CAPA’s related to technical field issues and support activities
Derive data from the CMS (Complaint Management System) to drive product improvements and capture of quality issues
Represent engineering support interest on product development
Facilitate and/or develop support plans and troubleshooting guides for new and current products
Facilitate and/or develop, maintain and deliver technical training and troubleshooting for current and new products (working closely with product management and project teams)
Advanced project administration and management skills
Superior problem diagnosis and solving skills
Excellent leadership, interpersonal and people management skills
Sound judgement with ability to balance big picture thinking and appropriate attention to details, with a risk management focus
Accredited professional engineering qualification
Excellent and innate engineering and scientific aptitude
Positive, energetic and self-motivated
Advanced computer and technical software skills
Responsive and quick thinking with superior problem diagnosis and solving skills
Previous knowledge or experience in medical equipment
Previous experience with FDA and/or ISO standards
Histology or Scientific Background
Previous Support experience

Production Support Team Lead Resume Examples & Samples

Manage team of four resources responsible for production support and project participation
24x7 support of production vendor applications on a rotating basis
Accountable for day-to-day processes involving
7 years of IT experience with background in application development, production support or equivalent technical (Required)
Minimum of 3 years in managing a production support team (Required)
Experience designing, maintaining, and managing SLAs and interfacing with clients
Must have full life-cycle development experience in a technology driven environment, preferably in financial services and/or banking (Required)
Experience in SQL and shell scripting (Moderate)
Strong technical skills in any: Window/Weblogic/Webspshere), UNIX (Moderate to expert)
Ability to influence and lead technical conversations with varied IT support groups (Required)
Ability to coach and mentor direct reports, peers and contractors (Required)
Experience working in an Internet and distributed client server environment, including strong understanding of multi-tier architecture and infrastructure setups (Required)
Knowledge of ITIL (Information Technology Infrastructure Library) production support best practices (Preferred)

Gsco Sales Support Team Lead Dispatch Team Resume Examples & Samples

Manage a team of dispatch agents who are responsible for reviewing incidents in Oracle Service Cloud and appropriately dispatching to the correct queues/owners. This includes
Ensure dispatch agents route issues accurately
Ensure dispatch SLA’s are met
Monitor P1’s and Customer Escalated incidents and alert the respective support teams
Keep management informed on P1/ high priority bugs
Ensure the team is adequately staffed at any given point in time to accommodate the work volume
Recommend routing improvement to increase process efficiency
Identify opportunities to Automate routing & provide appropriate advise to the management team
Ensure the new team members are duly trained before they are live and conduct pre go-live assessment on the process and tool knowledge possessed by the trainees
Should act as a “go-to” person for the team for any kind of operational and work related issues that they might encounter during the course of their employment
Monitor agent activity and provide instant feedback on ways of improvements to the agents
Ensure the team is up-to-date with new changes in the process/tools supported by providing clear cut instructions/information to the team through regular huddle room meetings
Conduct regular one to one with staff members to provide them constructive feedback on their performance
Should duly notify the management of any challenges/issues affecting the work supported by facts and figures
Implementing new initiatives and making sure all staff understand them and abide by them
Be the source of motivation to the team
Recognize and celebrate team and team member accomplishments and exceptional performance
Facilitate problem solving and collaboration
Intervene when necessary to aid the group in resolving issues
Should encourage and appreciate feedback from the team members that’s focused on any kind of improvement
Quality Assurance – Should keep a tab on the quality of work performed by the team members by proactively reviewing incidents against the pre-determined quality parameters and providing the continuous and consistent feedback
Provide support to Global Sales & Consulting Operations Snr Manager and directs as required on team initiatives/projects
Expertise in change management in a complex process environment through influence and collaboration rather than direct control
Ability to work well with all levels of the organization
Superb coaching and mentoring skills
Excellent verbal, written & presentation skills
Ability to follow and comprehend complex instructions, short correspondence, and memos
Able to quickly identify problems
Proficient with MS Office and various other forms of technology
Improving product quality and customer communications
Flexible, positive attitude and strong interpersonal skills
Ability to work independently and successfully across global and virtual teams
Resourceful, creative, organized, & detail oriented
Significant facilitation skills
Flexibility with regard working hours to support our global team – Night Shifts Only
Undergraduate degree in relevant field and advance degree/certification preferred

O&t-project / System Support Team Lead Resume Examples & Samples

University/Diploma graduate with at least 2 years relevant experience in project and system support
Fresh graduate with excellent Computing/Technology knowledge can apply
Ability to work independently and multi-task under tight deadlines
Good communication, analytical and problem solving skills

Estore Support Team Lead-amer Resume Examples & Samples

Responsible for managing a team of specialists and directly providing superior support in all aspects of purchasing products via eCommerce, and high-value customer service
Serve as the main escalation point for customer escalations, inquiries and customer satisfaction
Monitors team performance and ensures that all SLAs and performance metrics are met
Identify trends and opportunities to improve customer experience, increase conversion, and operational efficiency at a global and regional level
Ensure customers are responded to, exceeding expectations in a timely manner within the agreed SLAs
Ensure high level of customer satisfaction by fairly resolving escalated issues and take appropriate corrective action
Work closely with other leads/managers to discover best practices and drive global consistency
Partner on people management duties including recruitment, staff development, team building and performance reviews with Global eStore Manager
Monitor team performance and take appropriate corrective action
Promote the brand of Customer Loyalty & eStore Support within Autodesk, and maintain a positive, professional, service-oriented image
Lead and/or participate in projects and initiatives representing the team

Wholesale Credit Support Team Lead Resume Examples & Samples

Ensures that designated WCS site is adequately staffed and that all personnel are trained
Manages the operations activities for the WCS site by planning and scheduling departmental activities, allocating the workload, and coordinating with related departments to ensure that operational schedules are met
Reviews and recommends new methods and procedures to make daily operations in the designated WCS site (and other WCS sites) more efficient and consistent
Participates in the development and enhancement of equipment and/or training procedures or programs which will support products and/or services; may participate in project task forces or user groups to represent the department on training or system needs
Interfaces with other departments, regions, vendors, agencies, etc. to resolve customer service issues. Follows up with resolution of problems to ensure timely response and customer service
Implements and monitors tracking and performance monitoring mechanisms. Provides reports to keep senior managers informed of operations activities; makes formal presentations to senior management as required
Maintains knowledge of all products and services offered in WCS. Keeps informed of new or changing developments, products, services or ideas which would affect operations
Develop, monitor and track business performance against goals for the designated WCS site and assigned business line user(s) or geographical areas. Ensures credit quality, risk, quality control and customer service goals are met
Plans, develops, implements and controls assigned organization and budget functions
Recommends hires, transfers, terminations, salary adjustments, performance standards and reviews. Approves employee time records, work assignments, vacations, sick pay, etc. Implements and executes employee relations policies, training programs and various other human resources programs and policies
Five to eight years of operations experience in the financial services industry
Three or more years of supervisory/management experience
Advanced knowledge of operation functions, systems, policies and procedures for the assigned area
Broad understanding and practical application of applicable laws and regulations
Strong organizational, managerial and project management skills

Application Support Team Lead Resume Examples & Samples

Lead and prioritize the Murex Application Support team’s work load
Manage the incident and service management process using full time and contracting staff
Ensure processes and procedures are effectively executed and align with the enterprise support model
Responsible for ensuring the satisfactory completion of all customer service requests and identifies opportunities for new service offerings
Oversee the creation and maintenance of customer “how to” documentation, knowledge base articles, and internal troubleshooting guides
Contribute to the planning of application/infrastructure releases and configuration changes
Acts as a point of escalation for all customers ensuring issues are dealt with in a timely and effective manner
Collaborate extensively with tier 1 support groups
Interact with internal teams and external 3rd party vendors to troubleshoot and resolve complex problems
Collect appropriate metrics for reporting on key performance and quality indicators
Maintain application monitoring, performance tuning, and testing
Provide input to administering and maintaining all production and lower environments
Provide input to the implementation, backup, and roll-back plans
Conduct training relating to incident/service management and the appropriate utilization of the self-service portal
Lead stakeholder SLA review meetings
Hire new full time and contracting staff to meet changing production support needs
Mentor new hires to become technical subject matter experts with a passion of supporting the business in a very fast paced environment

Specialist Support Team Lead Resume Examples & Samples

The specialist support team lead will build strong relationships with the executive assistants and become point of escalation for all issues
Work closely with the U.S. executive support teams to build a strong working relationship to drive a consistent executive service across the globe
Manage change projects as required and ensure any new Infrastructure is on boarded without Service impact by involvement in the design to ensure supportability
Keep confidential all applicant, client, and verification and company proprietary information

Sales Order Support Team Lead Resume Examples & Samples

1-3 years of experience in managing people and/or processes
1-3 years of warehouse, automotive, or parts experience
1-3 years of parts sales or dealership experience
Strong Customer Service
People development and team management
Strong communication skills – interpersonal, presentation and written
Computer savvy – skilled in the use of software
Problem solving – sound decision-making skills
Automotive technology understanding
Working knowledge of Parts Systems ( ET2000, ETKA, Parts on Command
Microsoft Office Suite proficiency in Word, Excel, PowerPoint and Outlook
Dealer Operation experience
Parts Specialist Experience
VW/Audi Parts Numbering System

Operations Support Team Lead-nights Resume Examples & Samples

Taking line management responsibilities for a cell of Operation’s Support Leads & Real Time Analysts
Work closely with the Technology, Logistics, Marketing, Buying and Merchandising and Delivery Solution Teams to ensure that systems are up and working, orders go out correctly and are delivered on time. We work to identify if something has gone wrong, and support any issue to resolution
Ensuring that all contacts are captured and routed to the correct teams and individuals to support quick, easy and positive resolution for our customers – optimising the functionality available within our systems
Checking that all live feed data loads run correctly and are available to support customer query resolution and effective management of the operation
Stakeholder engagement and communication – ability to articulate the incident and associated impact
Working to challenging deadlines/ tight timescales
Experience of working in customer facing operations e.g. Customer Care, CRM, Social Media
Proactive working approach (regarding engagement and communication)
Strong excel skills with the ability to manipulate the data we have into something meaningful for the business
Ability to react and respond well to difficult situations, remaining calm and leading from a Customers Care perspective
Excellent communication skills to ensure that the correct information is distributed to Customer and care and therefore our customers

Desktop Support Team Lead Resume Examples & Samples

Perform administrative management duties of personnel such as time and record keeping, compliance review, overseeing work assignments, scheduling of team
Lead staff meetings to communicate information and facilitate knowledge sharing
May represent CompuCom at customer meetings on operational performance and related issues
Monitor service delivery metrics and prepare operational reports for management review
Create technical documents and maintain knowledge base
Conduct training on new process, procedures and technology
Support new hire assimilation
Perform general technical support, and troubleshoots and desktop systems software and hardware
Perform computer hardware and software installation and configuration
Provide user data and application recovery
Maintain accurate inventory and support records
Other related duties as assigned
Broad-based technical support expertise with experience in major product lines
Moderate experience with tablets and other mobilie devices (Apple, Blackberry, Samsung, etc.)
Experience with SCCM, Dameware and Microsoft Bitblocker

Platform Support Team Lead Resume Examples & Samples

Manage and mentor a team of Analysts for tier 1 application support, ensuring that questions or concerns are handled in a timely manner via ticketing system (i.e., Jira, Salesforce, etc...)
Accountability for resolving complex client issues, proposing solutions, and escalating as needed to ultimate issue resolution for Experian Marketing Suite, Fusion, Mobile platforms, APIs, and internal tools
Troubleshooting client requests including campaign performance, delivery, reporting, and data integration
Lead, identify, manage, and triage bugs and/or operation issues to the appropriate engineering and operation teams
Compose and send internal alert emails to be sent to appropriate internal stakeholders. explaining known issues & emergency maintenance
Collaboration with other team members to build knowledge as well as facilitate product. communication and updates across the team using new and historical data to include on internal and client-facing knowledge bases
Manage to and report out on KPIs around issue resolution time, adherence to SLAs, and client satisfaction scores
Serve as the voice of end users analyzing their needs and subsequently escalating new feature requests to our product and engineering teams

Customer Support Team Lead Resume Examples & Samples

Provides new employees on-boarding to the team
Provides day-to-day hands-on supervision of the team
Plays a key role in the motivation and development of personnel and is instrumental in creating and maintaining best practices
Manages daily work volume for the team and ensures goals are met
Monitors and evaluates call goals and helps staff achieve goals
Manages escalated customer issues and follows them through to resolution
Relays information to the team from the Customer Support Supervisor as needed
Coordinates with technical training department hands-on training for team
Provides job-related soft skills training to team as needed
2 – 5 years of customer support experience
Previous issue resolution experience
Experience managing a high volume of work with effective time management skills
Previous new hire training experience
Excellent problem-solving skills
Ability to evaluate a situation objectively and review situations in a supportive and empathetic manner
Ability to troubleshoot issues, offer accurate information
Availability to work various shifts
Accurate grammar, punctuation and spelling
Enthusiasm and a “ can do” attitude
Associates or Bachelors degree in related field
Previous training, mentoring, or lead experience

Desktop Support Team Lead, Infrastructure Resume Examples & Samples

Ensures users are provided efficient, effective, and timely support on a 24x7 basis; manages staff scheduling to ensure optimal coverage and responsiveness
Maintain individual team metrics and use results to help develop individuals and improve team performance. Establish a cycle of continuous service improvement with measurable improvement targets
Provides staff leadership, direction, supervision, training and development
Ability to communicate technical issues to business leaders as well as to communicate contact drivers to engineers (written and verbally)

Desktop Support Team Lead Resume Examples & Samples

Requires a Bachelor’s degree and 3-5 years of related experience, or equivalent combination of experience and education
Good problem solving, organizational, interpersonal skills, and analytical skills are also required
Positive attitude with a strong customer satisfaction focus

Operations & Support Team Lead-financial Application Services Team Resume Examples & Samples

Bachelor’s degree/Graduate degree with an outstanding academic record
Techno Functional Experience: 7-10 years on R12 Oracle EBS Finance / Projects
Expert level knowledge – R12 EBS finance modules such as Accounts Payable; Accounts. Receivable; Projects; General Ledger
Technical Expertise – Knowledge of SQL/PL SQL
A very good working knowledge of finance business processes; interactions among various functions such as IT Development team; L3 Support team; DBAs; IT Infrastructure teams
Business intelligence cross-functional reporting experience using OBIEE and associated tools including Finance and projects analytics
A working experience in data modeling and maintaining logical data layer for reporting
Results-driven with strong attention to the details
Outstanding problem solving skills within functional and technical areas
Strong teamwork and interpersonal skills, commitment to goals
Ability to work independently and in a virtual team setting
Ability to lead vendor team or internal support team
Influencing and alignment building

Customer Support Team Lead Resume Examples & Samples

5 to 7 years in team leadership and people management roles
Proven experience with inspiring and motivating teams toward achieving individual and company-wide goals
A tendency to operate daily with a sense of urgency, an affinity for problem solving and strong analytical capabilities
Experience managing and driving projects that improve operational efficiency, customer satisfaction and create a proactive customer environment
Ability to assume personal ownership and accountability for results and execution
Ability to learn from mistakes and adapt to future situations
Demonstrated experience in coaching and developing people
Ability and willingness to handle escalations and directly interact with customers over both phone and email
Ability to effectively interact and communicate with various levels of management
Ability to balance multiple projects/initiatives running concurrently, effectively multi-tasking while working with cross-functional teams
3+ years creating and improving processes for operations teams
3+ years experience in customer-facing role
Experience developing and scaling customer service teams from the ground up
Experience working across multiple geographic locations on a regular basis with both internal teams as well as cross-functional key stakeholders
Experience innovating new frameworks, processes, analysis, and strategies for continual improvement in quality, consistency/precision, accuracy, and efficiencies
The ability to analyze and understand potentially complex data sets, and is able to utilize that understanding to make data-driven, fact-based decisions
The ability to demonstrate sound reasoning throughout your career with clarity around why you made specific decisions and choices through your last couple of transitions
The ability to think about the strategic impact decisions may have not just in the short-term, but in the medium and long term as well
Natural thought leadership and ability to think independently and structure your work accordingly

Area Engineering Support Team Lead Resume Examples & Samples

Chairs the production meetings and perform responsibilities as defined in EPSDP 6.1-001 PEI & DE Upstream practice
Manages area defect elimination, initiates RCFAs for production losses and identifies production vulnerabilities, checks effectiveness of actions and preserves evidence
Systematic management and tracking of production vulnerabilities (future deferrals)
Provides input into technical forecast and area IPC
Participates and provides input into AOM meeting cadence as required
Participates in and leads CI initiatives where relevant
Minimum of 5 year experience in close technical support to oil and gas operational asset or previous operations experience
Demonstrable knowledge of the Operating Discipline, industry practice and technology and functional organisational environment
Experience on implementing engineering support processes
Ability to work effectively across organizational boundaries
Strong compliance and HSE mindset

Area Engineering Support Team Lead Resume Examples & Samples

SPA for all engineering queries/activities coming from the Area Operations Team
Supports AOM to manage Area risks and manages the area risk register on behalf of the AOM
Champions defect elimination and continuous improvement to support production forecast and grow IPC
People manage Area discipline engineering team
Accountable for 12 weeks plan execution readiness
Contributes to and learns from others in Global Function through AESTL Extended Leadership Team
Experience of working with and managing an engineering contractor
Knowledge and experience of Guidance on Certification (GOC) completions and handover systems
Knowledge of common operations readiness elements is also preferred
Previous supervisory experience (leading teams) is also preferred
Knowledge and experience on Management of Change (MOC) process
Knowledge and experience on integration and Activity Planning process as gate keeper
Knowledge and experience on Budget and Cost management

Inside Sales Customer Support & Team Lead Resume Examples & Samples

Work with Support & Sales Management to complete order processing on new and repeat print jobs
Develop Team Skills in new systems, processes, programs
Provide “on the ground” support for fellow team members
Assist in training support team members
Manages incoming database for team workload
Review internal and external processes to improve customer satisfaction (cost, turn time, quality)
Assist sales employees in completing order processing and customer service
Utilize current systems for all stages of selling process (pricing, forms design – Adobe Pro, order entry, maintenance of documentation)
Collaboratively communicate and interact cross-functionally (outside sales, manufacturing, warehouses, shared services) to ensure customer requirements are met
Identify and resolve customer problems and issues
Excellent knowledge of functional area related to the job
Excellent interpersonal and communication skills to converse effectively across all departments
Provide daily leadership and direction to a team
Handle multiple tasks in a fast paced environment
Ability to establish own priorities
Strong organizational skills with the ability to manage deadlines

Product Support Team Lead Resume Examples & Samples

Monitor and coach a team of direct reports with a minimum of two coaching packages with two calls each per month. Enter information in Verint of coaching sessions. Review and listen to calls from QA for scores under 90%. Attend and participate in calibration sessions at least twice a month
Provide side-by-side coaching weekly to support seasonal employees that are within 60 days of hire. This is different than the QA process with the focus being on best practices within the workstation. Utilizing time to go over Knowledge, Spark and department rules and conduct
Review any open or aging cases with members of your team or of the entire team when needed. Audit cases to ensure proper case detail information
Manage and assist with supervisor call/case escalations using a 24hr turnaround time as a standard for customer escalations
Assist with floor support when new agents start their seasonal assignment
Handle timecard issues and communicate with Kronos or WFM when necessary
Plan, delegate, communicate and control work assignments/projects concerning direct reports
Answer questions from the agents and assist in determining resolution to problems while answering calls when necessary
Monitor and perform follow-up for VOC surveys
Demonstrate excellent communication skills - verbal and written
Experience guiding customers through products, troubleshooting issues and passing feedback to developers
Advanced problem-solving skills and ability to support all levels of customer technical aptitudes
Ability to research and collect information in a detail oriented fashion
Experience with managing tickets/cases from initial contact through to resolution
Understanding of operating systems, plug-ins, common software downloads (e.g. Adobe), etc
Highly proficient with Microsoft Applications including Outlook, Excel, Word and Access
Have the ability to multi-task and stay focused on personal and departmental work
Must be detail oriented and self-motivated

Support Team Lead for Rates Trading & Sales Desk Resume Examples & Samples

Daily interactions with traders – sat directly on the trading floor – experiencing and helping to resolve IT issues
Becoming an expert in the Rates trading business
Front Office communication during incidents or outages
Management of changes and releases to the Production Environment
Daily support, monitoring and troubleshooting of the Macro Rates trading platforms
Active and constructive participation in support team discussions
Act as the interface into the development team
Understand the current applications and business processes, identify extensions and new functionality
At least 10 years in financial services IT industry
3+ years of experience in Rates trading business
Front Office experience in Fixed Income products
Rates product knowledge is a must
Strong technical skills – a solid working knowledge of Unix/Linux/Windows, Sybase or Oracle, Excel/VBA
Strong analytical capability and ability to multi-task
Learning quickly and self-developing
The ability to take ownership of issues and follow through to resolution
An innovative approach and methodical & analytical style of problem solving
Strong interpersonal skills and ability to establish rapport with Front Office users
Demonstration of logical thinking
Ability to challenge the status quo and a desire to change, improve and innovate
Ability to perform in a high pressure environment
Ability to adapt to a highly dynamic environment
Ability to work as part of a global team and provide an individual contribution

Customer Support Team Lead Resume Examples & Samples

Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
Handles escalated calls as appropriate and reviews call with agent to assist handling of future similar issues
Manages call queue and takes proactive and reactive steps when target service levels are in jeopardy. Provides continual evaluation of processes and procedures
Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs

Data Center Technical Support, Team Lead Resume Examples & Samples

Identify data center operational risks and propose alternative solutions
Translate project requirements and lead implementation services to other internal IT teams
Perform routine production and non-production administration, monitoring, and troubleshooting as well as provide escalation level support to remote offices
Develop and maintain current and planned architectural documentation
IT Hardware skills via education or experience in Data Center infrastructure, Network Engineering, ITIL, Saas, TCP/IP, VLANs, Switches, Routers
Capable of working independently with little supervision or direction as well as collaboratively with various internal teams, third-party vendors and business leaders

Desktop Support Team Lead-it Resume Examples & Samples

Manages the associates responsible for the execution of routine (daily, monthly, quarterly, etc.) regional computer operations, and connectivity support
Manages the associates responsible for the 24/7/365 availability and support of the Littelfuse computing environment including but not limited to desktops, laptops, wireless technologies, print services, remote access services, communications technologies, and network infrastructure hardware and software
Manages the associates responsible for the resolution, management, and accounting of incidents reported to the Helpdesk via the global Helpdesk trouble ticket management tool
Works closely with other groups to coordinate plans and activities including coordination to facilitate specific projects that involve the computing environment, and the installations of new products
Provides performance evaluations for assigned staff; makes staff new hire and termination recommendations; makes recommendations regarding optimal staff placement and deployment to ensure that adequate service and support is provided regionally
Determines service level commitment to user areas. Negotiate satisfactory agreements to meet or exceed requirements as these requirements fit the overall company objectives
Direct and promote an end-user computing environment and support system which extends computing capability directly to the end-user in terms of software tools, computer hardware, development/maintenance guidelines, training, and consulting
Act as an escalation point for Helpdesk analysts. Provide resolution for unresolved customer support issues. Provide appropriate escalation to network analyst and engineers as necessary
Respond to Helpdesk support requests regarding PC hardware and software, network security, client connectivity, and Virtual Private Network (VPN) connectivity issues. Provide timely resolution in order to minimize impact to business
Acquires, motivates, and develops highly competent and effective staff for the accomplishment of section goals; reviews staff performance with individual staff and management to promote effective use of staff and identify individuals with potential for advancement within the company
Develop training plans/programs of direct subordinates to promote the development of staff for the benefit of the company. Encourages research and development of new techniques and procedures to improve capabilities of personnel and reduce expenses
Implementation of operations and techniques to improve efficiency of equipment operations and/or maximize uptime to users
In the absences of the Regional IT Operations Manager, handle matters that arise requiring resolution in the areas mentioned throughout this document
Effective communication of standards, policies and procedures
Monitor and advise management on system misuse and potential abuse
Collaborate with non-I.T. business units to develop effective solutions to problems
Provide on-site management and leadership as needed

SAP Finance Support Team Lead Resume Examples & Samples

Delivery of support services (incident resolution, service request fulfillment, enhancement delivery, etc.) against Service Level Agreements (SLAs) and/or Key Performance Indicators (KPIs) in a customized SAP environment
Delivering enhancements in subject area including: interaction with client end-users, requirement gathering, Functional Specification (FDD) documentation, development, Unit Testing / Functional testing / and supporting User Acceptance Testing (UAT)
Ability to effectively manage and lead onshore and offshore team members
Must have a deep understanding of Finance business process concepts including budgeting, accounting and reporting
Must have an understanding of SAP FI, CO and Treasury functionality
Must be able to help deliver enhancements using a Software Delivery Lifecycle (SDLC) approach
5+ years of demonstrated hands on experience in business application design, implementation of SAP FI and CO systems
In-depth experience of Finance and Controlling systems from both a technical and functional standpoint
Ability to create detailed functional specifications
Familiarity with related 3rd party applications such as Hyperion, Vertex, and other tax solutions is highly desirable
Must understand ITIL concepts for Production Support (Incident Management, Service Request, Problem Management, Change Management processes)
Must be familiar with ITSM / Service Desk ticketing systems (preferably Service Now)
Must understand Level 2 and 3 support requirements
Must be able to lead an onshore/offshore team in a managed service environment driven by SLAs
Self-starter, works independently
Demonstrated initiative, good judgment, and ability to achieve results
Strong verbal and written communications skills, with an ability to express complex technical concepts in business terms and in English
Ability to manage cross-functional project teams and foster team commitment to tasks. Ability to influence key individuals inside and outside of own group
Strong knowledge and understanding of structured analysis and technical design techniques
Ability to adapt and rapidly apply changing technology to business needs

Mainframe Application Support Team Lead Resume Examples & Samples

Review new items (problems, incidents) assigned to their work group in ServiceNow
Ensure that sufficient information is available with each problem ticket to proceed with the analysis and resolution
Assign tickets to the individual SS&MO team or to another work group (in case not in the scope of the application)
Coordinate the handoff of work to offshore teams and ensure that requests are returned on time and with high quality. Serve as the single point of onshore contract for offshore teams when questions or issues arise
Provide support for application utilities (e.g. Foundation, release tracking tools, Demand Management tools, and home-grown version control systems)
Provide support for internal audits (SAS-70, SOX, Risk management assessments)
Coordinate business approval of production migrations (release entry framework to be extended). Facilitate the hand-off of new release functionality from the development team to the OM team
Monitor production capacity and storage for the application and take corrective action when capacity thresholds are passed
Monitor & report availability (mean time between failures-MTBF)
Monitor & report reliability (mean time between system incidents-MBTSI)
Lead productivity improvement programs and preventive maintenance initiatives related to OM
Monitor and report on quality of code delivered to production
Monitor and improve the SLA performance
Lead OM resources through the analysis, root cause and remediation of each ServiceNow item
Ensure ServiceNow gets updated and items get resolved within SLA’s
Ensure progress of all ServiceNow items through closure
Ensure all work effort is documented in ServiceNow and remains current through closure.(This includes, incidents, problems, service calls, check outs, OM project type work, infrastructure needs)
Provide training and support for applications support tools (example: Test Director, AbendAid, etc)
Support for disaster recovery testing initiatives
Periodic updates of application documentation as a result of OM changes
Facilitate weekly/monthly presentations with the service manager to explain the health of the application
Lead the Deep-Dive initiatives put forth by the Service Manager
5+ years of experience in IT working on mainframe applications
3+ years of experience supporting critical applications/systems in a 24 X 7 (365) environment
Experience functioning in a Lead role on an IT Support and Services teams
1+ years of experience in providing application production support
1+ years of experience in working with offshore resources
Thorough understanding of SDLC processes
Understanding of ITIL processes (Incident management and Problem Management)
Expert level knowledge on MF technology in TSO, ISPF/ PDF, CICS, DB2, VSAM, Endeavor, Job Scheduling Tools (OPC), Expeditor, Abend-aid, JCL, COBOL, CLIST, QMF, SPUFI, File-Aid, HP Service Desk (HPSD)
Work effectively will multiple levels of technical and business management
Ability to lead technical meetings for high profile issues, as well as provide technical direction towards resolving issues
Have strong problem-solving skills and ability to use judgment in managing resources effectively
Operate successfully in stressful situations
Be able to collaborate effectively with peers and development teams
Have proven organization skills

Client Service Support Team Lead Resume Examples & Samples

To Lead the Client Service Support team ensuring seamless Customer Journey with high Service standards. Also to provide guidance to team members in the resolution of issues
Supports ARMs and RMs on enquires related to Retail Services/Matters
Work closely with stakeholders/business partners for teamwork/collaboration
Ensure client requests are dealt with in a timely and professional manner while adhering to regulatory, compliance and internal security and control requirements
Handle administrative duties that includes

Support Team Lead for Executive Management Office Resume Examples & Samples

Managing team of 2 office support specialists
Executive status summary and pack preparation for top-managers
Gathering raw data from different teams
Reporting on all activities related to staff (headcount, finance, KPIs etc)
Tracking of numbers which show Office performance against approved KPIs
Exceptional MS Office skills (Excel, PowerPoint) - mandatory
To be able to influence people without being a manager for them
Experience in large commercial organizations minimum 2 years
CIO/CEO/CFO Office support experience - nice to have
Experience working with enterprise level tools
Fluent English (both written and verbal)
German - nice to have

Application Support Team Lead-technologyuk Resume Examples & Samples

Manage and provide support for various business applications
Input and sometimes lead IT strategy in developing and modernising application infrastructure, some cloud based and some hosted internally
Ensure incidents and problems are managed and resolved effectively to minimise the adverse impact to the business
Undertake root cause analysis to prevent reoccurrence of incidents
Play a lead role in system changes and support the implementation of changes
Undertake process improvements
Mentor and coach the team technically and personally (soft skills)
Regularly communicate with business stakeholders and internal IT teams
Ability to be organised and flexible in a fast paced organisation
Respond to changing business needs & requirements as needed, ensuring achievable expectations are set
Be determined, personable and act as an advocate for the team
Degree qualification in related ICT field or equivalent experience
Supervisory or management experience within an enterprise environment supporting critical business applications, including recruitment and selection, 1:1s, appraisals, individual and team performance, KPIs, attendance, etc
ITIL V3 qualified
Experience of incident and change management processes
Experience with supporting multi-tier applications
Experience of recording and solving application support issues from customers, prioritising requests, implementing and communicating timely solutions
Project Management qualification beneficial
Condeco or other alternative room booking system
IManage Work or alternative document management system

Bereavement Support Team Lead Resume Examples & Samples

Responsible for ensuring a consistent high standard of customer service throughout the Bereavement Support Team and the deceased account closure process
Work is moderately complex and specialized in nature and performed under general direction according to established methods and processes
Requires industry experience and excellent knowledge of HSBC Group and local regulatory policies, practices and legislation
Position will provide guidance and oversight to non-routine circumstances and will have designated authority within assigned limits. Requires initiative and independent judgment in completing work, with unfamiliar situations or challenges addressed by the next level manager
Problem resolution involves judgment in applying or adapting procedures to address situations as well as searching for precedents or opportunities for continuous improvement
Outcomes are reviewed in terms of adherence to general policies, accuracy of methods, continuous improvement, and general efficiency
Work is reviewed for the attainment of standards, achievement of targets, adherence to policies, procedures, and timelines
Decisions have a direct impact on the functional area, customers and employees within team
Work is completed according to well-defined, established procedures involving sound independent judgment
Supervisor or manager provides direction for items exceeding assigned authority or unfamiliar situations
Role requires ability to effectively handle diverse operational matters and unanticipated events
Work will be located in a call centre environment where systems are available in meeting services quality objectives
Prior experience and strong understanding of deceased account management processes and procedures
Probate and Wills process knowledge
Strong understanding of HSBC’s policies and procedures
Ability to handle difficult conversations in-person and over the phone objectively and confidently in an empathetic and professional manner
Exceptional listening skills with customers to assess which stakeholders and HSBC lines of business to consult to meet customer needs
Experience liaising with a multitude of internal stakeholders to develop customer solutions to enhance customer satisfaction and the deceased account management process
Strong professional written communication skills that effectively address sensitive customer queries through email while adhering to deceased account management procedures
Excellent interpersonal skills; ability to communicate with a diverse range of cultures and communication styles
Customer focused/driven
Fluency in a second language (French, Cantonese, Mandarin) is considered a strong asset

Marketing & Administrative Support Team Lead Resume Examples & Samples

To work closely with the Marketing and Administrative Managers to improve current processes to enhance our productivity and achieve more efficient results
To become the expert in every process performed by the Costa Rica’s Marketing and Administrative teams
To ensure open communication with external and local managers and constant follow up on team results
To develop and keep tracking of the Team Key Performance Indicators metrics, and recommend and implement ideas to improve results (productivity, quality, on time delivery and customer satisfaction)
To develop and keep tracking of the processes documentation
To collaborate in the implementation of new processes in the team
To be responsible for the team trainings related to processes, including new hires
To perform regular performance reviews with group members and track the growth of each member
To schedule and lead regular group meetings to ensure that group members are aware of changing PWS policies, standards, and processes and any other communications passed down from upper management
To help to put in place the initiatives and improvements to develop team members
Business degree in Administration, Engineering or Marketing
5 years of marketing or business experience

Applications Support Team Lead Resume Examples & Samples

Analyze and Design new business processes
Partner with business users, understand JPMC and LOB business strategy, operating vision and how they affect technology imperatives
Support training teams
Propose solution options for Designs to meet requirements
Design and Conduct: QA, UAT and Performance Test (test condition and expected results creation and execution)
Gather Requirements/User Stories (Facilitate and Manage (traceability)) using Agile Scrum process
Support software development estimation
Support vendor product configuration / scripting using basic programming skillset (vendor to provide appropriate training)
7- 10 Years of Business Analyst experience
Bachelor’s degree (or equivalent experience) in Engineering, Statistics, Math, Computer Science, or related discipline strongly preferred
Five to seven years of prior experience as a Technical / Business Systems Analyst in Banking industry strongly preferred
Agile Scrum Master Certification
Understanding of JPMC and Commercial Banking systems and tools strongly preferred
Business process model design and tool experience (e.g., Unified Modified Language, Visio, ARIS)
Report Writing / Design experience
Wireframe / User Experience Design experience
Exposure to and ability to learn database concepts and ad-hoc data query
Programming experience including SQL query knowledge preferred
Ability to plan, organize and guide a project from inception through multiple timeline milestones all the way to completion
Agile development methodology experience including JIRA like product
QA Conduct and Tools experience: Selenium, Cucumber, Jenkins, Gherkins, QualityCenter, or related tools
Demonstrated ability to work as team player and as a team leader, and to develop alternative solutions to complex problems, think outside the box, and recommend the best solution
Proven strategic, organizational, communication and diplomacy skills to work cross-functionally to influence others, drive results/change, and implement projects/processes with business, technology, vendors and other third parties
Proficiency within the Microsoft Office suite MS Access, PowerPoint, Excel functions including pivot tables, vlookups, charts, embedded queries, macros and Visual Basic
Maintain the highest standards of honesty, fairness and ethics. Will be exposed to confidential information

Client Management Application Support Team Lead Resume Examples & Samples

The Application Support and Service Management (ASSM) team within PCB directly support more than 300 services supporting Retail, Corporate and Wealth Operations and Customers, and maintain management oversight and accountability for their supporting internal and external technology services. The services are a mix of criticality A, B, C and D
The Service Operations Manager (SOM) works in Technology and runs the end to end management of a portfolio of high criticality services and has overall responsibility for ensuring the optimum performance from the in-scope services within the PCB ASSM unit. The SOM is responsible for the management of high severity incidents that impact (or have the potential to impact) services managed by, or consumed by, the PCB unit. They ensure SLAs are in place, negotiating changes when required with Business Service Owners and that SLA's are met. They lead on service management and service improvement / cost reduction activities
This specific role is for a Service Operations Manager in the Wealth & Investments space where role will have accountability for a range of services that cover the end to end trade lifecycle used by Front, Middle and Back office users. It is a very high profile role
Ability to build & maintain a strong working relationship with other Technical teams (internal and external), Infrastructure Partners and Service Engagement Managers
Ability to shape and co-ordinate delivery of key initiatives to deliver improvements in stability
Ability to lead triage and investigation on Major Incident calls from and application and service perspective, with speed and efficient recovery at optimum levels
Good understanding of the cost of the e2e service provision, and delivery of associated savings
Accountable for the on-going maintenance of all relevant service documentation in line with agreed standards on the Service Run Books site (includes SLAs, Support Models, OLAs, Service Maps and Service Review minutes)
Work with Service Transition to accept new services into Production
Takes a lead role in regular Service Reviews and Supplier Reviews (where appropriate), producing and presenting the monthly review packs at multiple meetings
Analysis, approval and stakeholder communication of technology change on services within your portfolio, in conjunction with the associated Service Engagement Managers
Risk and Control: All Barclays colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards
Ability to articulate and discuss technology issues with business and technology stakeholders
Excellent facilitation in extreme high pressure situations where critical service availability is compromised and/or Barclays reputation is at risk
Highly organised, structured and logical thinker
Moderate experience of working in an ITIL process related discipline (ideally service desk, incident management, problem management or service management)
Innovative – putting forward new and improved working processes that help us in our aim to be the ‘go to’ bank

Technical Support, Team Lead Resume Examples & Samples

A minimum of 5 years of experience in Technical SupportStrong technical skills in troubleshooting Windows OS. Any experience on Linux platform and SQL is a plus
Strong Interpersonal / Communication skills (verbally and written)
Good knowledge of email services including SMTP, POP, IMAP, and MS Exchange
Working familiarity and knowledge on common Internet protocols and technologies such as TCP/IP, DNS, FTP, SSL etc
Preferably a technical degree or equivalent experience

Support Team Lead Resume Examples & Samples

Manages the team of 2 people, coordinates the work schedules and oversees the team performance
Interacts with users via dedicated chat room and community forum
Replies to user requests, guides users on how to work on myKN and resolves the user inquiries
Interacts with additional support teams, if further analysis, tests or fixes are needed
Builds FAQs out of the top support requests
Makes proposals on how to further improve the support structures
Very good written English, additional languages are an advantage
Team management experience and skills
Previous experience in customer services (call centers, online chats etc.)
Knowledge and experience with online collaboration platforms and social media

Desktop Support Team Lead Resume Examples & Samples

Provide day to day task support for team of 3 onsite Desktop Techs
Moderate experience with desktop and laptop break/fix
Understanding of software troubleshooting

Application Support Team Lead Resume Examples & Samples

Self-driven, is proactive and demonstrates initiative, and strong problem solving abilities
A team player and recognised team leader capable of establishing managing a highly performant team
To manage day-to-day Live Support for Cognos and Tableau applications within the BI Utility team in Barclays UK BTSO area -primarily incident, problem and change management
Line management for the BI Utility live support team
Lead major incident investigations when required
Oversee code migrations from development to production environments
Propose and deliver creative solutions to improve the overall functioning of the processes
Automate manual processing and contribute in design and development of moving the application to strategic architecture and help in creation of a stable and reliable system
A background in Cognos or Tableau business intelligence tools is ideal; however, strong knowledge of alternative BI tools or general database platform experience would also be acceptable
Working knowledge of Windows and / or UNIX server administration
Good understanding of SQL and application design considerations
Strong Microsoft Office skills
Knowledge on Incident Management, Problem Management and Change management; ideally ITIL qualified
Good at troubleshooting live issues / incidents /problems

German Customer Support Team Lead Resume Examples & Samples

Experience of conducting quality monitoring and providing coaching feedback to agents
Previous experience of deputising in Managers absence
Demonstrate attention to detail and ability to interpret information making sound recommendations from analysis (Essential)
Exemplary coaching and mentoring skills, ability to inspire and support people (Essential)
Time management and organisational skills (Strong)
Ability to build effective relationships with all level of professions (Essential)
Ability to plan and prioritise work whilst remaining calm under tight pressure (Strong)
Ability to conduct appropriate performance management coaching (Essential)
Industry advantages: travel websites, online advertising, e-Commerce or additional languages; these are desirable but certainly not essential

Desktop Support Team Lead, End User Services Resume Examples & Samples

Manages end user, internal, escalated, and communications during critical service incidents and problems; invokes problem escalation procedures to coordinate recovery
Identifies incident commonalities and initiates and, when applicable, oversees problem management and root-cause identification exercises to identify and correct major problems
Drive team goals for call, ticket, and quality performance based on performance standards. Ensures that daily, weekly, and monthly metrics, key performance indicators, status reports, and graphical reporting aids are completed and continually improved to meet the needs of the department
Experience supporting corporate executives and their assistants
Assist in the development of a comprehensive knowledge base, continuously improving knowledgebase for incident resolution and user self-service
Bachelor’s degree required
Demonstrated experience driving innovation and process improvement initiatives required
Knowledge and experience with network operations center, ticketing systems and or similar service management tools preferred
Demonstrated experience successfully leading local and remote technical teams in a 24/7/365 environment

Merrill Edge Dedicated Field Support Team Lead Resume Examples & Samples

Assists with compiling and maintaining associate records including daily, weekly, and monthly metrics
Deliver high quality customer service with focus on white glove attention to detail, stressing product knowledge, client focus, and problem resolution
Partner with other Merrill Edge Middle Office teams to discuss and implement best practices
Assist in associate development, providing associate feedback in the areas of technical metrics, client experience, and associate growth
Sits in on associate one on one’s to assist with coaching and mentoring of associates
Acts as a team liaison to our preferred sales partners for escalations and client inquiries
Participate in key business initiatives to support the overall platform
Demonstrate the ability to master team policies and procedures quickly
Series 7 license preferred. Opportunity to obtain while in role, not required
Ability to make timely and accurate decisions, often times under the stress of deadlines
Prioritize work load dependent on what is required for long term and short term team goals
College degree highly preferred
Prior client service experience
Ability to partner with wide range of business partners, including executives
Prior experience in process improvements
Product knowledge of Merrill Edge account types and offerings
Experience within a Middle Office setting along with knowledge of Siebel, Merrill Edge Products, Systems, and Applications
We do NOT hire to specific shifts, candidate must be flexible. Phone gate is open 8:00 AM – 9:00 PM Monday-Friday and 8:30 AM – 5:00 PM Saturday. All times EST.

Technical Support Team Lead Resume Examples & Samples

BS in MIS/CS or related field OR Equivalent experience
6+ years of IT Support experience in application support and maintenance including 2+ years in a leadership role
Technical skills required to triage issues across multiple tiers and diverse technologies including external partners whose technology is part of FH systems
Strong understanding of Software Development Lifecycle; Experience with all phases of a SDLC
Ability to interact with users and translate needs into maintainable configurations and code fixes
Ability to effectively communicate client issues to the offshore development team
Ability to interface well with the business and technology staff
Experience in developing/supporting applications and change control practices
Experience partnering with external service providers on the delivery of IT services
Working cross-functionally with all departments to meet SLAs and customer satisfaction requirements
Working with other leaders to manage escalations, patches etc
Working with an off-shore team on effective and timely patch delivery
Experience in working with the on shore/ off shore development paradigm
Ability to support the Program Management and Platform Operations teams as required
Proven customer service excellence; the ability to successfully build strong working relationships with customers and staff
Demonstrated commitment to quality
Experience in a Help Desk or Service Desk environment highly desirable
ITIL Foundation certified

Local Technology Support Team Lead Resume Examples & Samples

Working knowledge and hardware troubleshooting experience of laptop/desktop environments
Working knowledge and troubleshooting of the Microsoft Office environment
Good working knowledge of general technical troubleshooting skills
Proficient in the use of Microsoft Office products to the following levels

EUC Desktop Support Team Lead Resume Examples & Samples

Microsoft Certified Professional (MCP)
Microsoft Certified Technical Specialist (MCTS) certification
Microsoft Certified Desktop Support Technician (MCDST) certification
Demonstrated expertise in Information Technology support
Familiar with IT Service Management (ITSM) best practices, concepts and procedures
Broad knowledge of hardware equipment and software applications. General understanding of IT and the functional duties of various support groups
Demonstrated ability to work with minimum supervision and to exercise sound judgment and initiative
May be assigned to independently support various facilities for prolonged periods
Ability to understand complex verbal and written communications, and respond verbally or in writing as appropriate. Typical mediums of communication include face-to-face dialog, telephone, memos, documentation, presentations, and electronic mail
Ability to read and understand technical manuals and other documentation to determine correct action, safety precautions, and other conditions of proper hardware and software operation
Ability to work varying hours due to the accessibility of individuals or equipment involved in different projects, the need to minimize system downtime or Customer interruption, or to recover from hardware or software failures
Ability to handle stressful working conditions due to tight project schedules and hardware or software problems
Ability to occasionally use small hand tools and be able to manipulate small equipment components such as screws, nuts, or other fastening devices as usually found on computer equipment
Ability to set priorities coordinates multiple tasks, organize tasks, and maintain control of workflow
Subject to mandatory on-call duties and call back at all times
Must provide own transportation. Ability to travel to any area of the organization, both local and remote as needed
Provides day-to-day direction and assistance to the EUC Support technicians in a lead capacity
Provides oversight to recommending, installing, configuring, maintaining, troubleshooting, testing, and supporting end-user hardware, and software applications. Participates in various projects, equipment moves and system implementations
Escalates calls appropriately and works with staff and other technical resources to ensure customer issues and concerns are addressed. Accurately documents and updates systems used to track and monitor calls and equipment. Analyzes customer requests and recommends hardware or software solutions that meet their needs in accordance with established standards. Recommends technical solutions or procedural changes that will reduce expenses, enhance productivity, or increase customer service
Responds to customer calls and resolves issues in a timely manner. Provides Manager, customers, and vendors with timely and accurate information. Effectively communicates with appropriate parties, both verbally and in writing. Informs Manager of any security concerns or policy violations
Provides technical training and educational sessions to individuals or groups. Develops, reviews, and modifies documentation as needed. Demonstrates continued growth in professional capabilities and maintains competence in current and evolving information technology

Desktop Support Team Lead Resume Examples & Samples

Provides consultation to business area management and staff at the highest technical level for all aspects of end user computing applications and network-based PC/workstation systems software and hardware, including troubleshooting, repairs, network configurations, installations and upgrades
Provide team management for desktop support or IMAC staff. Monitor team members daily work log, attendance, and punctuality
Monitor helpdesk ticketing system queues such Rapid Response and your teams’ support queues and address any issues such as open tickets, undocumented tickets or SLA/outstanding tickets. Make sure tickets get updated daily
Provides technical support and guidance to client and systems areas through consulting, teaching and publication of documentation
Act as a liaison between end users and other IT departments if need be. For example, escalation on tickets, projects, or requirements that needs to be resolved in timely a manner and require coordination/communication
Provide support for Mount Sinai users in remote sites outside the campus. This might require some local travel
Monitors project status from start to completion
Enforce policy and procedures defined by the management team
Maintain the highest level of customer satisfaction by resolving all tangible problems and concerns

Production Support Team Lead Resume Examples & Samples

Provides leadership to a team of Production Support Analysts
Provides third level customer support and incident management
Provides technical support for complex technical issues and initiatives related to large-scale applications, systems, databases and/or other technical products and services
Uses/creates diagnostic, simulation and other tools to maintain, troubleshoot and restore service or data to systems
May evaluate or review queries to extract data, create standard databases, or perform limited programming to fine tune systems supported
Provides root cause analysis, resolution and documentation on problem tickets (using Incident Management System)
Tracks common issues and implement fixes or tools to address their root causes
Updates/writes documentation and procedures and provides related training to stakeholders
Analyzes performance trends and operational metrics and recommends process improvements
Maintains and distributes reports to customers and partners
Participates on partnership calls with the national help desk support team
Coordinates operations, and maintenance projects with other national IT service provider groups
Evaluates service level agreement criteria, identifies gaps in current technology process and recommends changes to assure SLAs can be supported
Responsibilities include rotational, 24/7 on call support
Incident investigation, diagnosis and incident resolution
Effectively communicate with peers, quality control, testing and other technology teams
Strong focus on documentation and standards
Excellent communication and organizational skills, especially for problem solving under pressure
Eagerness to acquire new skills in areas such as databases, programming, and information security operations
Ability to thrive in a fast-paced environment and manage multiple tasks independently
Ability to interact and work successfully with customers and co-workers
Must be authorized to work in the U.S. (Visa sponsorship not available)
Identity and Access Management knowledge a plus
Administration and support of SailPoint IIQ products a plus
Experience with Active Directory, Oracle Directory Server Enterprise Edition, RadiantLogic, and other directory oriented products and services
BS in engineering, math, or similar technical field
Familiar with server administration in either Windows or Linux/Unix

Product Application Support Team Lead Resume Examples & Samples

Provide leadership, coaching and feedback to team members
Act as primary source for working with Salesforce integration within the B2C area
Actively involved in the development of department and attainment of team goals
Act as the primary liaison with 3M divisions for product and application support
Communicate clearly and professionally with 3M divisions & customers about products and applications within the Consumer Business Group by telephone and/or written correspondence
Provide a divisional and customer escalation focal point
Guides members through the team process
Maintain knowledge of systems and product information necessary to proficiently handle workload
Bachelor's degree or higher from an accredited institution
Minimum of seven (7) combined years of experience in a call center, customer service role, and/or tech service role
Minimum of one (1) year of experience with Salesforce
Minimum of one (1) year of experience with call center management systems and tools (WFM, Forecasting, Scheduling & Quality Monitoring, etc...)
Excellent customer service skills for internal and external 3M customers
Quickly develop positive relationships with our divisions and project team peers
Support team processes and work cohesively in a small group environment
Strong interpersonal and communication skills both oral and written
Advanced leadership skills necessary for managing projects and leading people
Ability to multitask and adapt to change
Confidence in decision making ability
Ability to identify and lead positive change for process improvement opportunities
Efficient use of various 3M corporate systems such as (but not limited to), Salesforce.com and Remedy
Familiarity with the Avaya phone system, Internet Response System (IRS), Microsoft Excel, PowerPoint and Word is required
Demonstrated Product and Project Lead Duties
Six-Sigma Green Belt or Black belt
CRM application knowledge and/or experience (Salesforce.com)
Previous team lead/supervisory experience

IT Operation Support Team Lead Resume Examples & Samples

Ensure close interaction and partnership with account and delivery teams at the site, and our clients, to ensure we are satisfying their IT requirements
Lead the delivery of high availability of IT systems for the accounts serviced
Oversee the on-site deskside support team at the site
Lead workstations image creation/deployment, and keep workstation hardware/software current with approved and tested OS/app/security updates
Participate in the IT problem determination and recovery bridge calls for outages that impact your site and clients
Ensure outage RCA’s are thorough and completed on time for outages that impacted your site/clients
Ensure tracking and driving RCA actions for your site to completion
Ensure analysis across all outage issues to determine trends and actions to mitigate those outage trends
Drive the efficiency and effectiveness of IT services across IT organization, for your site
Ensure delivery of IT services for your clients within planned budgets
Oversee IT change management for all IT change that impacts your site and clients, including coordination with other on-site organizations like facilities space/power management
Work with global IT teams (networking, voice, server management, security, etc.) to ensure the global IT organization is properly supporting your site and clients
Oversee site IT inventory tracking and reporting
Ensure site daily health checks are performed prior to start of production
Ensure redundancy failover testing, Business Continuity Planning testing, and Disaster Recovery testing for your site are scheduled and performed on time
Keep IT, Site and Account senior management informed of IT issues, plans, actions and monthly Key Performance Indicator results
Lead new account IT infrastructure deployment for your site
Work with Solution and Transition teams for expansion of current site
Consult with account teams and clients to improve their IT services
Strong IT knowledge, especially for network and voice services
Should be a strong leader and team player with willingness to learn and drive to achieve
Should be able to drive Continuous Improvement in all we do
College degree in Information Technology
Network specialization knowledge / certifications
8+ years in industry
2+ years leadership experience

Support Team Lead Resume Examples & Samples

Manage the team members’ personal queues, case backlog
Efficiently allocate incoming requests to the team, prioritizing daily actions and monitoring team resources so that customer deadlines are met
Manage critical escalations and situations within the team
Conduct performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that requires it
Be a leader in the support team, and help drive efficient, high quality processes leading to customer satisfaction
Continuously work with CEA management for technical aspects and set priorities to help meet business goals
Provide technical leadership, including: Assistance with personal development plans, Technical coaching & mentoring, Providing feedback to R&D, etc
Facilitate customer resolution for escalated calls and engage the necessary technical support
Be available after regular business hours to address critical matters/situations
Share knowledge and documentations to enrich team technical abilities and improve team process and SLA
Must have good understanding of a “service business” in high tech environment
2 years experience in related function is preferred
Excellent ability to multitask across multiple projects and prioritize in fast paced environment
Must be organized and have the ability to work in a timely structured manner and remain focused and calm under pressure
Excellent technical skills
Able to work with a globally distributed team
A customer oriented and believe in teamwork, collaboration adaptability and initiative
A highly motivated self-starter, comfortable working in a virtual, globally-distributed team
Experience with Linux and SQL

Remote Support Team Lead Resume Examples & Samples

Provide Remote IT Support to XL Catlin colleagues including but not limited to: Desktops, Laptops, Printers, Telephony, Networks, Remote Access and Core Applications
Work collaboratively as part of the global Remote Support Team
Provide direction and mentoring on a daily basis to up to 10 Remote Support Engineers and develop and manage training plans for new analysts
Perform annual performance appraisals for all Remote Support Engineers
Recognize opportunities for shift-left and service improvement initiatives and develop and champion delivery
Provide IT support that enables colleagues to achieve their team and business goals/objectives
Troubleshoot and repair any hardware/software issues that can’t be resolved by Global Service Desk which includes more complex issues
Provide timely support services to all colleagues, ensuring service levels are maintained and all requests are properly tracked and responded to. Focus is on maintaining ownership of the issue and providing consistent and timely resolutions
For all XLC sites designated as “Dispatch” sites, schedule, interface, and coordinate with colleague (requiring service) and Dispatch Deskside support technicians when onsite IT support is required
Active participation on Continuous Service Improvement Plan and Infrastructure Development demand management process with suggestions fed through to Infrastructure Support Team Lead
Ensure that a knowledge base of past issues encountered is consulted and maintained up to date (Service Now Knowledge Management)
Feed into Major Incident Management and Problem Management processes as required
Communicate with colleagues in a professional and courteous manner at all times, providing technical support in a customer focused way
Adhere to defined policies/procedures (i.e., IT Equipment, Security and Compliance, Corporate)
Minimum 3-5 years of experience in Desk side or Remote Support related field
Experience in managing and leading a support team
Strong technical knowledge and working experience with Microsoft Office Suite products, Desktop Clients (physical & virtual), Network and Telephony technologies (desk and soft phone), Mobile Computing, Active Directory Services, Mobile Phones of different vendors, an overall understanding of infrastructure and applications technologies and architecture
Ability to work in a fast paced, high pressure work environment
Excellent people skills with ability to communicate to all levels of staff effectively
Ensure the Colleague Services organization maintains high colleague satisfaction measured through adherence of SLA’s and results of colleague feedback
Experience with MDM Solutions (MaaS360)
Experience with Cisco IP Phone Systems
Fluent English (minimum B2 level, written & spoken) additional languages are an advantage
Experience with Apple devices preferred but not mandatory
Experience with Service Now preferred but not mandatory
Demonstrated knowledge and experience with process improvement, including planning, implementation, measurements, and customer satisfaction
Must be professional, innovative, assertive and enjoy working with people; critical thinking, creativity, and independent judgment are expected
Ability to take (complex) data and transform it into information that is digestible for colleagues and management teams
Self-starter with the ability to work independently under minimal and remote supervision
Keen organizational skills with a strong sense of urgency and the capacity to prioritize without formal directives
Bachelor's degree or relevant experience required
ITIL Foundations Certification a plus
Ability to build effective working relationships (both internally and externally)
Experienced in working with strategic sourcing partners
Ensure role and function is represented with suitable authority
Establish and maintain excellent relationships across all areas of the business based on Customer Survey results and performance feedback

Loan Support Team Lead Resume Examples & Samples

Coordinate portfolio management activities in support of the Small Business commercial credit portfolio
Ensure controls are in place for critical data elements in the portfolio including Risk Rating, Loss Given Default and Probability of Default
Provide timely and accurate portfolio reports to key stakeholders
Monitor and update credit risk ratings in the portfolio
Execute ‘red flags’ strategy and take appropriate action on high risk credits
Conduct quality control testing for new credit requests to ensure compliance with Credit Policy and department policies and procedures; communicate QC findings to key stakeholders
5+ years commercial lending/credit experience with focus on portfolio management
Recent staff management responsibilities
Small Business credit experience is desired

100

Swat Sales Support Team Lead Resume Examples & Samples

10 or more years of sales and marketing experience in the financial services industry
Considerable knowledge of assigned geographical area, competitive market, banking operations and U.S. Bancorp’s products and services
In-depth knowledge of the bank’s sales and marketing program
Strong analytical, decision-making, and creative skills

101

Deployment Support Team Lead Resume Examples & Samples

Completed formal certification training in COMM IT systems
Five or more years of experience in IT
Three years of intelligence community (IC) experience
Bachelor’s Degree with 5 years of experience working in COMM IT or related areas or 8 years work experience in lieu of Degree
Must have an active TS/SCI clearance with active (or ability to pass) CI Poly

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