Lead, Technical Support Resume Sample
Caleigh Brekke
697 Pfannerstill Divide,
New York,
NY
+1 (555) 118 1821
Work Experience
Lead Technical Support Specialist
05/2018
-
PRESENT
Dallas, TX
- Two (2) years of experience with operations of ISP or larger enterprise organization and computing environment required
- Organize and analyze vast amounts of data and material. Utilization of effective time management is essential
- Employee coaching and development skills required
- Provide site service to related customers occasionally; support sales to maintain the business without losing for failure in the implementation of treatment program and poor site service. Cooperate closely with company global support team to maintain good service quality to the customers
- Utilizes Eaton Value Cycle to develop value propositions for specific filtration product lines and market segment. Drives value propositions and value selling with the Regional sales organization
- Manage whole Technical support team member to increase efficiency and capabilities according to business growth requirements
- All other activities as identified by management
Lead Technical Support Engineer
10/2014
-
11/2017
Phoenix, AZ
- Team management experienced
- English is good enough to communication with global support team both in oral and written
- Manage staff to meet accepted metric goals
- Participate in the recruitment and retention processes in order to maintain staffing levels
- Perform service monitoring and analyse both metrics and customer feedback to identify and then implement, development plans in order to improve both customer relationship and technical skills for your team
- Regularly monitor unresolved inquiries that your team are working on ensuring these are escalated to the appropriate level of support in line with department procedures and defined timeframes
- Following department process and procedures
Lead, Technical Support
09/2011
-
08/2014
Philadelphia, PA
- Create, update and reuse knowledgebase articles, and other documentation, participating in the technical review process to ensure the accuracy and quality of published documents
- Participate in the new product release process representing technical support
- Support by answering inquiries directly via phone, email, and the Internet, or escalating cases as appropriate to other support groups to provide a high level of customer service and satisfaction
- Insure adherence with all relevant corporate policies and procedures, such as Standards of Business Conduct, Travel and Expense and IT policies
- Identify and pass on business opportunities to the appropriate teams
- Participate in developing the Global support strategy, identifying areas for improvement and implementing required changes in order to meet customer demands and improve customer satisfaction
- Responsible to guide, mentor, train and coach all communicators group within the department to be productive, engaged contributors within the respective product support group
- Complete additional process and business acumen training, ongoing basis update the ITIL document and Knowledge base for SurGard and c24 Group
- Respond to customer’s queries regarding complex or escalated technical issues in a timely, friendly, professional manner. Determine the nature and likely causes of the issue, recommend corrective action and guide the customer through the necessary steps
Education
University of Kansas - Edwards Campus
2007 - 2011
Engineer's Degree in Computer Science
Professional Skills
- Excellent organizational skills and the ability to handle and prioritize multiple tasks
- Strong mathematical, problem solving and analytical skills
- Advanced system and application level troubleshooting skills
- Advanced trouble shooting skills on Network and RF issues
- Incident and analytical skills. Ability to research and handle a production issue, bringing in appropriate development/support teams when needed
- Superior diplomacy skills and the ability to communicate verbally and in writing in a tactful, professional manner
- Critical thinking and time management skills
How to write Lead, Technical Support Resume
Lead, Technical Support role is responsible for customer, organizational, coaching, research, planning, analysis, training, leadership, communications, analytical.
To write great resume for lead, technical support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Lead, Technical Support Resume
The section contact information is important in your lead, technical support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Lead, Technical Support Resume
The section work experience is an essential part of your lead, technical support resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous lead, technical support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular lead, technical support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Lead, Technical Support resume experience can include:
- Provide liaison with other functions, when necessary, to obtain answers to urgent or complex customer issues and inquiries, provide 24/7 support for any escalations for vendors such as AT&T, Rogers
- Effectively communicate technical information to non-technical individual Strong desire to learn and succeed in a fast paced environment
- Strong communication and negotiation skill for leading critical discussion and expectation management
- Calmly and effectively deal with senior executives within large companies in emergency situations/scenarios
- Clearly documents and effectively communicates operational lessons learned back through the regional community of practice and the global standards group
- Effectively mentor Remote Field Operations personnel
Education on a Lead, Technical Support Resume
Make sure to make education a priority on your lead, technical support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your lead, technical support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Lead, Technical Support Resume
When listing skills on your lead, technical support resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical lead, technical support skills:
- Experience in business applications customer service support or equivalent skills/experience
- When escalation to engineering is required, works effectively with engineering and provides complete and valid data
- Strong problem solving skills, ability to think about complex problems and come up with creative solutions
- Excellent customer service along with problem solving skills
- Excellent analytical and advanced troubleshooting skills with end- users/customers
- Experience in coordinating escalation and resolution of non-priority problem tickets and works with Problem Managers on high priority tickets
List of Typical Experience For a Lead, Technical Support Resume
1
Experience For Lead Technical Support Specialist Resume
- At least Five (5) years of experience functioning as a Cementing Account coordinator for different customers
- Demonstrates a high level understanding of networking concepts, dependencies and functionality
- Experience in one or more areas such as MWD/LWD, Directional Drilling, Surface Logging
- At least Five (5) years of experience functioning as a Field Engineer for a wide range of reservoir conditions
- Experience as Field Engineer for the following operations
- Skilled level knowledge of two or more product lines and proper application of tools. Thorough understanding of down hole hydraulics and rig operations
- Participate on calls as a subject matter expert prior to escalation to engineering
- Prioritize product issues and works within the engineering core teams to expedite resolution
2
Experience For Lead Technical Support Engineer Resume
- Engineer with more than 5 years of experience as a stimulation and fracturing Field Engineer for a wide range of reservoir conditions
- Experience functioning as a Stimulation Account coordinator for different customers
- Experience supporting Microsoft Cloud products
- Experience in a Technical Support or Field Engineering role
- Good understanding of Microsoft Windows and Windows domains
3
Experience For Team Lead Technical Support Resume
- Experience writing queries and reports in relational databases (IBM DB2 or SQL Server or Oracle)
- Understand customer business/issues and service desk priorities and objectives. Take an active role in accomplishing these objectives
- Solid understanding of internet fundamentals
- Demulsifier/water clarifier product selection experience
- University education or similar level obtained by work experience in Computer Science
4
Experience For Team Lead-technical Support Resume
- Drive and enhance the performance and effectiveness of the Team
- Troubleshooting Network Hardware Problems and cable plant issues including Fiber Optic, UTP, STP, etc…
- Understanding of basic channel scripting fundamentals
- Appropriate handling of all issues including troubleshooting and providing feedback to the customer
- Provide guidance, mentoring, training and coaching for assigned the team
- Make recommendations regarding technical support procedures, product improvements and other steps to reduce the incidence of help calls and better overall customer experience
5
Experience For Senior Lead Technical Support Engineer Resume
- Strong working knowledge of machine learning/natural language processing and artificial intelligence approaches and techniques
- Work with well site engineers and customers in identifying and evaluating potential inefficiencies in drilling operation
- Provide coaching and feedback on regular basis, monitor performance and conduct biweekly meeting with the team
- Retain links with the engineering teams working on current and future Drive systems
- Thorough understanding of data modeling, physical schema properties, triggers, stored procedures, and database backup, restore and recovery processes
- Provide technical support to operations and sales by having in-depth understanding of tool functions and applications
6
Experience For Team Lead, Technical Support Resume
- Act as primary interface to user community by representing and enforcing the organizations processes and policies
- Contribute as a member of a team of operational subject matter experts in providing field level technical support to ongoing field operations
- Participate in developing/updating department processes & guidelines
- Perform engineering level maintenance, testing, and configuration activities
- Knowledge on data acquisition software for stimulation, sand control and fracturing jobs monitoring
- Responsible for leading technical support, configuration and monitoring of real-time data from well site systems
- In-depth understanding of common drilling practices across a wide range of environments
7
Experience For Lead Technical Support Analyst Resume
- Coordinate routine stand-up meeting with support team to review current issues and outstanding cases
- Help build the support organization through training, recruiting, policies, and other organizational improvements
- Work on a wide range of technologies including AWS, Citrix, databases, operating systems, application virtualization with Citrix, among others
- Verification, troubleshooting, and maintaining the correct function of GE gas turbines, their
- Installs, terminates, maintains, and troubleshoots network cabling infrastructure including: Moves, Adds, and Changes of any network or related equipment
- Of time allotted to department supervision, coaching, training, performance reviews
- Provide product and technical procedure training internally and externally as required
- Ensure that engineering and technical support is provided with accuracy, quality, and timeliness in order to meet customer needs and business goals
- Support customers remotely regarding Drive system problems
8
Experience For Tech Lead Technical Support Engineer Resume
- Support the bidding process for Drive system upgrade prospects
- Support execution of modification and upgrade engineering of Drive systems
- Develop structured system upgrade packages to maximize engineering re-use
- Technical Knowledge on IT/Networking Protocols, Equipment and Tools and/or SQL/Web Applications
- Support customers remotely regarding L2 metal control system problems
- Support the bidding process for L2 metal control system upgrade prospects
- Support execution of modification and upgrade engineering of L2 metal control systems
- Provides back up to supports end-user at the PitStop assisting with walk-up’s and various support issues
- Perform network and server configuration tasks, including resolution of technical issues related to a customer’s account
9
Experience For Technical Lead-technical Support Compellent Resume
- Lead a team of technical support specialists through technical issues while managing challenges and successes up to the User Service Director
- Coordinate and administer the team’s prompt resolution for incoming incidents and requests reported through the university help desk
- Provides technical training to PS&S personnel
- Prepare initial planning for direction and horizontal wells
- Prepare anti-collision analysis using ellipses and tool errors model
- Provide onsite Level 2 Support - resolving technical issues / error messages encountered on a live production environment
- Follow up on support issues, which include liaising with both the customer as well as downstream Level 4 (R&D) and/or Professional Services delivery teams
10
Experience For Senior / Lead Technical Support Engineer Resume
- Deliver product installations according to internal procedures
- Escalate opportunities and/or issues according to established procedures
- Advanced use of software applications including MS Office, e-mail clients, and web browsers
- Work within defined objectives using internal procedures
- Respond to employee requests for technical help via chat tool, SLACK channel, telephone, instant messaging, blogs, communities or email
List of Typical Skills For a Lead, Technical Support Resume
1
Skills For Lead Technical Support Specialist Resume
- Good interpersonal communication skills required
- Analytical skills and broad conceptual judgment, initiative and ability to respond to / deal with technical and customer-relations issues
- Analytical skills / broad conceptual judgment, initiative and ability to respond to / deal with technical and customer-relations issues
- Structured work methods and analytical skills
- Above average technical sales skills
- Interpersonal, leadership and organizational skills
- Experience designing, implementing and optimizing network-management systems using standardized NMS methods (i.e., SNMP)
- Experience writing, negotiating and managing projects of various sizes
2
Skills For Lead Technical Support Engineer Resume
- Direct experience with TCP / IP network design, routing, integration and troubleshooting
- Build and maintain a strong team, while motivating and retaining talent
- Experience designing and integrating microwave point-to-point or point-to-multipoint systems
- Experience and understanding of troubleshooting server performance issues
- Experience of working in a global, multi-cultural customer service environment
3
Skills For Team Lead Technical Support Resume
- Time-management, proactive, self-starting with demonstrated ability to follow-through
- Extensive experience in supporting enterprise customers in a 24x7 service environment
- Experience working on Unix/Linux environments
- Good knowledge of software programming
- Experience with CAD Modeling
- Previous experience/certifications with any recording system is an added advantage
- Experience with Windows servers administration and troubleshooting
- Experience with Linux Server administration and troubleshooting
4
Skills For Team Lead-technical Support Resume
- Strong Knowledge of networks, load balancing, DNS and Firewalls
- Experience providing technical support to product support teams, field engineers and technicians
- Previous experience/certifications with any recording system - an added advantage
- Experience in writing technical procedures and/or documents
- Experience with well planning software (Compass, WellArchitect, etc)
- Experience with BHA modeling and design
- Experience in AS systems engineering or installation required
- Prior technical customer service expertise
5
Skills For Senior Lead Technical Support Engineer Resume
- Extensive experience with any type of Unix System and comfortable with use of Linux commands
- Good technical knowledge of products and services, and their applications to customer needs/requirements
- Chemical application experience
- Identify new opportunities & drive development of effective offerings to improve in-service equipment reliability / availability
- IT/Data Center/Software Support Experience
- Experience in an operational support role
- Problem and Change management experience
- Experience in the technical support arena of software and services
6
Skills For Team Lead, Technical Support Resume
- Strong leadership capabilities and results oriented approach
- Experience with Big Data technologies or Informatica Data Quality
- Excellent knowledge of point-to-point and point-to-multipoint communications systems
- Interact with other Medidata teams to ensure application efficiency, effectiveness and conformance with regulatory and legislative controls
- Management or supervisorial experience leading a technical engineering team
- Experience with Linux operating systems, particularly with networking and system administration
- Experience with application de-bugging
- Proven record of being the go-to technical member of the team
- Seasoned analyst with a proven record of satisfying clients
7
Skills For Lead Technical Support Analyst Resume
- Experience working in enterprise-level technical customer support
- Strong understanding of server administration and implementation and current net
- Basic experience with MySQL
- Basic experience with Ruby, Java and HTML code
- Basic experience with C#, Visual Studios and ASP.NET
- Experience in the installation, configuration and maintenance of complex software applications on both Linux and Windows
- Chemical application experience
- Strong interest in a Management career path
- Strong knowledge of Workforce Central Suite
8
Skills For Tech Lead Technical Support Engineer Resume
- Chemical application experience
- Experience with Windows Operations Systems (2003,2008)
- Good knowledge of a specific component of CSG’s business. Ability to handle multiple tasks simultaneously
- Demonstrable experience & knowledge of BMCs TSOM, BPPM, or PATROL products
- Demonstrable experience & knowledge of BMCs TSOM, BPPM, or PATROL products or comparable software products
- Reviewing of and reporting on technical support teams' adherence to company's case tracking and customer service quality standards & department’s metrics
- Working knowledge of TCP / IP, ethernet communications, and networking concepts
- Using Application Performance Monitoring and analysis tools e.g Jprofiler, Splunk , NewRelic, Dynatrace, AppDynamics
- Understanding of RTU and PLC operation
9
Skills For Technical Lead-technical Support Compellent Resume
- Advance knowledge on telephony audio and signaling protocols: Analog\Digital extensions, ISDN BRI\PRI, EI\TI\DS-1 trunk, Framing and D-Channel signaling
- Knowledge on telephony audio and signaling protocols: Analog/Digital extensions, ISDN BRI/PRI, E1/T1/DS-1 trunk, Framing and D-Channel signaling. SS7/VoIP/SIP
- Knowledge of local networking, including Ethernet and TCP/IP configuration
- Deep understanding of PowerShell scripting
- Thorough understanding of the application of drilling tools
- Retain links with the engineering teams working on current and future L2 metal control systems
- Provide support to engineering teams working on L2 metal control upgrade projects
- Knowledge of end-user testing and developing QA test plans
- Distinguish between application database, operating system, network, and hardware problems and properly taking ownership of issues through to resolution
10
Skills For Senior / Lead Technical Support Engineer Resume
- Identification, communication, and resolution of case handling & routing issues
- Knowledge of directional and horizontal drilling, wellbore positioning basics
- Provide leadership and assistance to both the Portland and Biddeford campus by maintaining a ongoing regular onsite presence to assist with technical issues
- Coordinates on-site and remote team members’ day-to-day activities for resource allocation, ticket assigning, and escalation handling
- Technical knowledge of all aspects relating to oil and gas production including downhole, pipelines and facilities
- Participate in the design and delivery of ongoing training initiatives and technical collaboration
- Participate in the hiring and interviewing process
- Computer hardware, networking and communication knowledge
List of Typical Responsibilities For a Lead, Technical Support Resume
1
Responsibilities For Lead Technical Support Specialist Resume
- Cable Industry experience or 5+ years of Linux and/or SQL experience or 5+ years of managing or administrating networks
- Demonstrated experience managing budgets and extensive domestic and international travel coordination
- Prior Technical Leadership experience desired
- Able to communicate effectively to convey and clarify information
- Good understanding of casino/hotel environment
- Networking infrastructure experience
- Follow the FP revision process, implementing valid FP recommendations from Field Execution teams
2
Responsibilities For Lead Technical Support Engineer Resume
- Strong attention to details and confidentiality
- Highly motivated, focused, hands-on, result oriented, strong drive for excellence
- Oversees and executes the effective completion of travel authorizations and related documentation consistent with USAID and FAM policies
- Technical experience with Completions and/or Well Intervention applications
- Good knowledge on digital tools and MS office tools such as excel, power point, outlook etc
- Operate, monitor and troubleshoot Airline Solutions software applications and their systems environment
3
Responsibilities For Team Lead Technical Support Resume
- Experience with support or development of C++ and C# applications
- Work experience in software industry or related fields
- Understanding the requirements of the business to ensure the appropriate Tech Support Operations resources adhere to business goals and service volume
- Understanding of Zoom and SLACK
- Enter incident or service request tickets in the issue tracking system for all reported incidents. Update and close incident tickets
- Maintain the Helpdesk knowledge base by updating content, processes and forms when necessary
- Mentor and/or train new Helpdesk team members regarding both technical information and work processes
4
Responsibilities For Team Lead-technical Support Resume
- Use of Service-Now ticketing system
- Shares knowledge and mentors Technical Support personnel promoting growth of entire group
- Monitors Case QUEUE to ensure customer SLA agreements metrics are being met by TRC-VPE staff
- Job proposals and stimulation programs including calculations, recommendations and simulation
- Conduct training classes for partners, integrators and customers, both domestic and international, as well as with staff and other departments within GE MDS
- Improve delivery times and ensure forecasting for parts is accurate
- Interact with manufacturing and outside vendors to understand the constraints and help with solutions
- In an operations or manufacturing environment
5
Responsibilities For Senior Lead Technical Support Engineer Resume
- Inventory management in an operations or manufacturing environment
- Perform daily monitoring of operations, operational programs
- Flexibility in working hours required (24/7 Environment)
- BSc. or MSc. (preferably in Chemistry or Engineering)
- Identification and communication of training opportunities that are needed for optimal performance
- Thorough understanding of torque and drag, downhole hydraulics and rig operations
6
Responsibilities For Team Lead, Technical Support Resume
- Familiarity with Project Management and/or Sales Engineering processes
- Comprehensive know-how of safe down hole tool handling and responsible rig operations
- Expert level operational knowledge of one or more Drilling Systems
- Ability and willingness to work in various, moderately challenging field environments
- Guides team efforts during installation, tear down and support
- In-depth knowledge of the diagnosis, repair & debugging of software & computer systems
7
Responsibilities For Lead Technical Support Analyst Resume
- Basic understanding of client requirements and product implementation
- Knowledge of SAP BO Reporting would be an advantage
- Assist in capture ever-evolving business requirements to help define and set the direction for the evolution of our service desk
- Support the Field Engineers/ Customer Service Manager’s / Regional Managers in all technical needs and during customer meetings
- Work with 1st level support to identify failure trend proactively in an early phase and to initiate corrective actions by following escalation process
- Of time allotted to operational tasks (i.e. answering calls, escalation, etc.)
- Provide first level escalation for centre staff for all telecom-related issues and serve as the main point of contact for carrier related issues and ticketing
8
Responsibilities For Tech Lead Technical Support Engineer Resume
- Support field service staff remotely on GE Power Conversion Drive system problems
- Offer technical support for new unit installation / start up and other outage work scopes
- Travel to customer locations and vessels to support field service staff if the problem requires expert level investigation
- In a Team Leader position or similar role
- Support for technical new unit installation / startup and other outage work scopes
- Support field service staff remotely on GE Power Conversion L2 metal control system problems
- Travel to customer locations to support customers
- Technical support for new unit installation / startup and other outage work scopes
- Limited travel to customer locations and vessels to support field service staff if the problem requires expert level investigation
9
Responsibilities For Technical Lead-technical Support Compellent Resume
- Occasionally conduct onsite mission
- Obtain advanced Citrix certification within 1 year of service
- Obtain basic major vendor third party certifications
- Works independently to perform advanced problem analysis and isolate problems of
- Monitors system batch work to make sure that SLA’s are met at the predetermined deadline
- Provide Technical support for HSMs used by different applications in all the EMEA Business units
- Provide 2nd and 3rd line support to Customer Service Analysts, and liaise with other business and technical functions
- Document new procedures that improve configuration task efficiency and issue resolution response time
10
Responsibilities For Senior / Lead Technical Support Engineer Resume
- Monitor and report on network and server performance metrics
- Install and configure system hardware, software and upgrades, and support the roll-out of new applications
- Create and maintain self-help documentation
- Troubleshoot system and network problems, and diagnose and resolve hardware or software faults
- Follow diagrams and written instructions to repair a fault or set up a system
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