Manager, Technical Support Resume Sample
Jorge Rau
9013 Keebler Turnpike,
Houston,
TX
+1 (555) 761 5167
Work Experience
Manager, Technical Support
04/2016
-
PRESENT
Philadelphia, PA
- Oversee hiring, motivation, evaluation, and discipline of all customer care staff to include coaching and development of Supervisors. And ensure department compliance with company policies and procedures
- Major call center management experience or equivalent experience
- Maintain high quality standards and operational efficiency of the firm’s 7 x 24 help desk (remote workforce) and global desktop services teams
- Develop projects and training schedules
- Provide superior customer service to large base of financial advisors by handling incoming phone calls when needed including escalations
- Advise Frontline VP when there is a need for progressive counseling of a team member. Assist in writing and presenting the action plan and guidance to improve the team member
- Maintain team’s backlog to TSHD standards
- Manage the frontline Queue process. Coach Frontline Team leads on proper issue escalation
Manager.technical Support
02/2009
-
01/2016
Chicago, IL
- Monitor Frontline ACD performance reports looking for trends and areas of improvement
- Play a key role in maintaining TSHD’s standard for service level
- Interview and make staffing decision for hiring Frontline Technicians. Communicate with staffing agencies about current and future needs
- Write and post BranchNet welcome screen and Hotline messages to communicate with Financial Advisors
- Conduct weekly Huddle meetings to communicate new and current information to the entire TSHD team
- Monitor phone and Siebel incidents for Frontline technicians and Team Leads
- Proven ability to resolve customer problems, complaints and issues utilizing appropriate internal and external resources
- Proven technical troubleshooting and fault isolation skills in a multi-platform-system-vendor environment
- Current experience in supporting both hardware and software products, and triaging issues and escalating them to either the hardware or software groups
Senior Manager, Technical Support
06/2004
-
01/2009
New York, NY
- ITIL foundation training and certification
- Hands on knowledge in operating systems (VMware, Solaris, LINUX, Windows) with emphasis on OS tuning for SANs
- Prior support experience at storage related company desired
- Knowledge of Fibre Channel, IP networking/iSCSI
- Develop and direct the goals, schedules and activities of the Technical Support department. Coordinate the recording, dispatching and processing of field service requests in response to customer service calls or inquiries regarding Carl Zeiss Meditec’s instrumentation
- Responsible for assisting in the preparation of the annual department budget and subsequent operation of department at or under budget expense
- Provide guidance and assistance to resolve complex customer relations problems regarding hardware or software complaints, policies or procedures. Interface with several other departments to investigate complaints; authorize action to be taken involving time, labor, or price adjustment
- Implement and monitor timely and accurate data entry programs for all complaints according to FDA requirements. Plan, schedule and ensure adequate training for personnel by providing or arranging for classes in instrument applications, phone troubleshooting, and customer relations skills. Maintain accurate and up-to-date policy and procedure manuals for Customer Service Technicians
- Provides direct supervision including interviewing, selection and performance management responsibilities. Develop and maintain technical staff to provide documentation, training and technical support needed to ensure customers’ needs are addressed in an effective and professional manner
Education
Franciscan University of Steubenville
1999 - 2004
Engineer's Degree in Computer Science
Professional Skills
- Leads a team responsible for providing advanced support, complex issue handling and in-depth customer management for Sabre's online customers, supports developers using Sabre APIs and internal Sabre stakeholders
- Responsible for making sure the team meets relevant operational KPIs and provides direction on which areas to focus, such as resolution time and customer satisfaction
- Oversees and manages efforts to improve existing processes and develop new processes to increase work efficiencies and customer satisfaction along with problem resolutions
- Interfaces with customers, sales teams, developers, supplier management and local HR to ensure products, services and processes are in place to meet customer expectation and employee development
- Demonstrated technical skills and ability to learn on the fly. Excellent technical trouble shooting skills needed
- Demonstrated experience in leading teams of 10-20 direct reports (IT skilled specialists) and resolving conflicts effectively
- Have strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
How to write Manager, Technical Support Resume
Manager, Technical Support role is responsible for technical, customer, leadership, interpersonal, troubleshooting, english, organizational, coach, development, training.
To write great resume for manager, technical support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Manager, Technical Support Resume
The section contact information is important in your manager, 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 Manager, Technical Support Resume
The section work experience is an essential part of your manager, 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 manager, 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 manager, technical support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Manager, Technical Support resume experience can include:
- Excellent written and oral communications skills Excellent presentation and negotiation skills. Conflict Management skills required
- Solid Voice over IP (VoIP) knowledge/experience focused on SIP signaling Experience in scripting using web services
- Effective organizational, planning, time management and decision making skills
- Demonstrated leadership skills for delegation, negotiation, influencing, and consensus-building to meet objectives
- Solid critical-thinking skills with the ability to make a timely decision
- Strong communication skills including e-mail, phone and written documentation etiquette
Education on a Manager, Technical Support Resume
Make sure to make education a priority on your manager, 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 manager, 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 Manager, Technical Support Resume
When listing skills on your manager, 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 manager, technical support skills:
- Proven track record in building highly skilled support team, with a strong focus in managing escalated cases and strong communication skills
- Strong communication skills including both verbal and written presentation skills
- Excellent interpersonal skills with the ability to interact effectively within your team, with senior management and across all levels of the organization
- Excellent communication skills in English to interact courteously and effectively with customers, partners, and third-party vendors
- Solid persuasion skills to gain commitments from other stakeholders; great leadership skills to motivate and develop team members
- Experienced leader with proven skills in developing and building technical support teams
List of Typical Experience For a Manager, Technical Support Resume
1
Experience For Senior Manager, Technical Support Resume
- Demonstrated team management experience, people management and coaching skills with customer focus and service orientation
- Excellent organizational, oral and written communication skills Problem solving, analytical/investigative experience
- Solid troubleshooting skills with a passion for problem-solving, investigation, and learning new technologies
- Demonstrate commitment to company goals and be capable of effectively communicating these goals to employees
- Excellent interpersonal skills; able to relate to all levels of management of employees with ease and enthusiasm
- Able to write clearly and effectively in reviewing direct reports, responding to client inquires and follow-ups
2
Experience For Manager Technical Support Resume
- Experience with staffing, scheduling, skill development, and morale management
- Ensures best practices are followed. Establishes processes and metrics to effectively manage
- Experience in Technical Support and 4 years experience within a management capacity
- Clear leadership skills at a senior level
- Represents the department effectively & professionally as required, both internally as well as to customers
- Extensive experience in a software technical support and / or customer service experience in a commercial software environment
- Reviewing team KPIs on a daily basis and representing the Skill Group during regional Pulse calls
- Participating in ongoing discussions around strategic vision for the Developer Skill Group
- Professionalism - Ability to function in a responsible, professional manner using good judgment in decision making
3
Experience For Associate Manager, Technical Support Resume
- Demonstrate functional knowledge in the Marketing Cloud platform including
- Experience managing high impacting critical issues
- Experience in the high-tech networking and information security industry and working in matrix organization
- Experience leading a team in a technical support, support engineering, or customer services organization in a technology-oriented environment
- Cumulative management experience supporting a software offering
4
Experience For Senior Manager Technical Support Resume
- A strong understanding of concepts related to computer architecture through implementation
- Customer service experience working with customers in high stress or ambiguous situations on complex problems
- Experience with, or overall understanding of
- Lead , participate in local/global initiatives to improve customer service experience in coordination with Engineering, Product Management team
- Cross functional team engagement experience like Development, QA, Product management, Sales, Consulting team
- Professional experience in the consulting, customer support, or applications implementation area of the high tech or software industry
- Experience managing technical support professionals and in a technical support function
- Communicate with and influence other departments with differing priorities
- Collaborate and build strong partnerships with other leaders in the Service/CX organization and other interfacing departments
5
Experience For Manager Technical Support, Sprinkler Systems Resume
- Play a lead role in representing the Technical Support organization in B&SH divisional customer experience, compliance and quality initiatives
- Be responsible for managing all key business metrics that directly impact learner experience
- Be responsible for improving the overall quality and efficiency of the service we deliver to our customers as means to improve learner experience
- Experience as a direct people manager in managing an enterprise technical support team
- Develop and validate staffing and process impact assessments associated with all change within the delivery units
- Experience managing technical support operations in a distributed environment
6
Experience For Quality Program Manager Technical Support Resume
- Experience managing in a call center environment desired
- Experience managing a culturally diverse team desired
- Experience in a fast-moving industry required
- Experience in working within an Aftersales and Customer service environment required
- Experience in leading a technical team in a Global Enterprise Support environment
- Ensure team are adequately trained to maintain strong technical understanding and proficiency in PureCloud
7
Experience For Project Manager Technical Support Resume
- Organize and enable a strong, proactive, engaged and high-performing multidisciplinary team
- Increase the effectiveness of the Technical Support Department by developing and implementing new ideas and programs as needed or as situations require
- BA/BS in Engineering or Sciences or an equivalent combination of education and experience
- Seven to ten (7-10) years experience in after sales service and support
- Demonstrated ability to analyze and resolve problems, and the ability to supervise and motivate a wide variety of employee personalities
8
Experience For Netbackup Manager, Technical Support Resume
- Experience in managing metrics for call center to identify overall performance and areas of development
- Direct management experience
- Coordinate and work with global support team to ensure consistent support experience
- Six Sigma, PMP, ITIL certification or equivalent experience is added advantage
- Provide technical guidance to the team to move them up the technical experience
- Works with management to develop, prioritize, and assign objectives and responsibilities to individual resources
9
Experience For Manager, Technical Support Center / Industry Resume
- Ensure that direct reports have the resources, tools, information, and processes necessary to deliver effective technical solutions to our customers
- Solid, functional Salesforce application knowledge
- Management Experience 6-8 years
- Drives installation and minimizes time to conclusion of validation
- Identifies, evaluates and prioritizes customer problems and complaints
- Experience as a technical support engineer, including front-line contact with customers via phone and e-mail
- Provide regular solution based reports for management that measure the effectiveness of the pertinent technical support function
- Assists with the development of priorities, objectives and strategies to achieve business goals
- Proven ability to build, motivate a team of highly trained support professionals
10
Experience For Manager, Technical Support Engineering Resume
- Proven ability to provide expertise and best practice implementation
- Progressive experience in Technical Support /post-sales in a high-tech industry with 5+ years in supervisory position
- Foster enthusiasm and creativity within the team to identify new processes and approaches to enhance the customer experience with Customer Care
- Capacity to translate strategic plans into communication and implementation plans; experience guiding significant change management activities
- Be responsible for improving the overall quality and efficiency of the service that we deliver to our customers as means to improve learner experience
- Experience as a direct people manager in managing an enterprise technical support team
- Experience of working with SOAP/REST based web services is desirable but not essential
- History of documented supervisory/managerial related experience, preferably in a technical or Software as a Service (SaaS), client facing environment
List of Typical Skills For a Manager, Technical Support Resume
1
Skills For Senior Manager, Technical Support Resume
- Excellent English verbal and written communication skills, including effective listening skills and ability to communicate accurately
- A strong technical background with demonstratedinfrastrucure-specific technical skills
- Strong analytical skills, hands on experience with Excel , PowerPoint , MS Projects tools
- Excellent leadership, teamwork, influencing, mentoring, coaching and interpersonal skills
- Strong analytical/fault finding/diagnostics/trouble-shooting skills
- Experience improving and developing the knowledge and skills of others
- Solid troubleshooting skills and a passion for-problem solving and investigation
- Experience in support best practices such as KCS, Skills based routing and performance management
2
Skills For Manager Technical Support Resume
- Strong organizational and planning skills and ability to manage multiple assignments and personnel
- Excellent analytical, problem-solving, organizational and time management skills
- Excellent technical and problem-solving skills for systems, servers, storage
- Strong writing ,editorial and presentation skills are essential
- Strong decision making, change management, conflict management skills
- Multi-task and perform effectively under pressure, juggling multiple time-sensitive priorities
- Mid-level management experience in a technical support environment, with advanced customer interaction skills
- Technical or Payroll Systems experience and possess hands on project management skills in the hosted applications industry
3
Skills For Associate Manager, Technical Support Resume
- Demonstrated leadership and management skills with the ability to lead rather than to control
- Proven customer skills and ability to communicate with all levels of organizations
- Proven leadership skills to manage performance and inspire the team to achieve technical and business results
- A strategic thinker with strong analytical skills who is able to use data to find solutions
- Demonstrated customer account management skills
- Strong technical aptitude and computer skills
4
Skills For Senior Manager Technical Support Resume
- Strong communication skills with a positive attitude
- Excellent written and verbal communications skills , ability to drive meetings/presentations with various stakeholders
- Proven track record of customer service skills and ability to motivate team to deliver results
- Ensuring the delivery and completion of technical and soft-skills training for direct reports
- Outstanding organisational skills with the ability to motivate people across the organisation to provides solutions
- Manage Quality Control as it relates to taking an effective call, making an effective outgoing call, correspondence, documentation and technical
- Experience working with call center software systems (i.e. Skill base routing, voice recording, Salesforce)
- Strong technical aptitude including demonstrated understanding of software technologies, project lifecycles, and data file layout
5
Skills For Manager Technical Support, Sprinkler Systems Resume
- Five years of experience in support, sales, marketing, consulting, or software research and development. Two years of experience in a leadership role
- Industry experience with 3+ years of hands on management experience in leading customer facing support teams
- Solid experience in a customer facing, technical support environment managing a large and successful team
- Capable of dealing with and managing others through rapid and constant change. Able to effectively allocate resources to maximize team performance
- Program or Project management skills - working in complex organizational environments
- Decision Making / Judgment Skills
- Prior successful experience supporting technology solutions within a large organization, from executive management through to the technical staff
6
Skills For Quality Program Manager Technical Support Resume
- Typically requires 10+ years of overall experience, including 3+ years experience in people management role
- Technical writing, editorial and presentation skills are essential for success
- Demonstrated commitment and success to continuously improving Customer Experience
- Proven ability developing strong delegates and successors
- Demonstrate good broad working knowledge of technical product support organizations
- Communicate effectively at all levels including senior management and executives
- Remarkable interpersonal, verbal, and written communication skills
- Interact and effectively answer inquiries directly from upper management
- Keep up to date on management skills, techniques / methods
7
Skills For Project Manager Technical Support Resume
- Effectively manage change by ensuring new initiatives are properly communicated, trained and implemented across all team managers and front-line employees
- Adapt to fast-changing environment/change management skills
- Conduct regular 1:1 meetings and Formal Reviews with team members to monitor progress, to set expectations, and to coach and develop employee skills
- Able to effectively allocate resources to maximize team performance
- Be able to manage and work effectively in a 24 x 7 environment
- Project management skills to drive projects with multiple stakeholders and functional teams with confidence to conclusion in a timely manner
- Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
- Manage the team and individual performance, technical, and skills development
8
Skills For Netbackup Manager, Technical Support Resume
- Mentor and coach team members to develop team's technical and non-technical skills by promoting and guiding ongoing professional and personal development
- Execute effectively for customers including setting up clear deliverables , action customer feedback and escalation management
- BE/BCS/MCS/MCM from reputed institutes. Total 8+ years of experience of which 4+ years of people management experience
- Identify and implement process improvements which increase team efficiency, effectiveness and the customer experience
- Communicate expectations clearly and effectively to achieve results
- Expert talent management and performance management skills
9
Skills For Manager, Technical Support Center / Industry Resume
- Interact effectively with internal and external partners and customers
- Fluent language skills in English and Czech
- Collaborate effectively across functional teams, on a global scale
- Validating and documenting approval for your direct reports when transferring a case to another region
- Advocating for customers and defining ways to continually add value to the customer experience
- Ensuring that direct reports leverage the resources, tools, information, and processes necessary to deliver effective technical solutions to customers
- Maintaining a holistic view of your customer base, identify areas for product, knowledge, and process improvement that enhance the customer experience
- Capable of building and managing a team. Experience working with diverse, multicultural teams A team player with a collaborative management and coaching style
10
Skills For Manager, Technical Support Engineering Resume
- Experience with training and mentoring staff including development of training programs
- Experience working with State and Local governments; including participating in FedRAMP audits
- Previous experience working with defined operating protocols, systems processes, and service level agreements (SLA)
- Experience building or managing Technical Support teams
- Strong technical knowledge of Networking, Windows Operating Systems and Print environments
List of Typical Responsibilities For a Manager, Technical Support Resume
1
Responsibilities For Senior Manager, Technical Support Resume
- Proven ability to learn and apply new skills and processes quickly and coach and teach others
- Excellent interpersonal and customer interface skills
- Proven team leadership and / or crisis management skills
- Strong interpersonal skills with the ability to influence diverse audiences through diplomacy and tact
- Outstanding organisational skills with the ability to motivate people across the organization to provide solutions
2
Responsibilities For Manager Technical Support Resume
- Devise and implement business plans Time management, multitasking analytical and organizational skills. Outstanding customer service commitment and
- Continually builds and applies knowledge of SAS language and procedures, programming skills, and other vendors’ products to assist staff
- Effectively engage and motivate the Technical Support team to achieve the departmental objectives
- Strong cross functional/cross disciplinary partnership behavior Proven ability to develop and maintain metrics
- Extensive experience and expert knowledge of customer support work processes and best practices needed to deliver great customer experiences
3
Responsibilities For Associate Manager, Technical Support Resume
- Exceptional written and oral communication skills, able to synthesize complex information into succinct executive summaries for internal and external audiences
- Strong Management experience in a technical support role with a complex, systems product
- Provide continuous improvement solutions that have potential to impact the customer experience, employee satisfaction and operational effectiveness
- Related experience in a support or equivalent role with direct customer support experience
- Working toward PMP certification or equivalent experience
- Lead a team of experienced Technical Support Engineers (TSE) responsible for analyzing and resolving complex issues
4
Responsibilities For Senior Manager Technical Support Resume
- Maintain ongoing strong working knowledge of NICE products
- Experience leading a technical support team
- Identifies, recruits and develops high performance talent who excel at delivering excellent customer service
- Ensures effective staffing schedule
- BS, Electrical Engineering or equivalent experience required
- Experience developing change initiatives within a services environment
- Experience in defining processes and business support systems
- 5+-years of professional experience in the consulting, customer support, or applications implementation area of the high tech or software industry
5
Responsibilities For Manager Technical Support, Sprinkler Systems Resume
- Experience working with diverse, multicultural teams
- Experience leading global and multicultural teams/organizations
- Experience managing global teams desired
- Proven track record of excellence in using support center best practices to manage a high volume, mission critical technical support center
- Experience in managing successful remote support teams
- Mentor employees on effective client communications with the goal of preventing unnecessary issue escalation
- Skilled in Excel: Data analysis and formulas, and charting
- Skilled in PowerPoint: templates, slide masters, adding charts and images, and slide animation
6
Responsibilities For Quality Program Manager Technical Support Resume
- Skilled in Microsoft Word: forms and user permissions, templates, track changes, and general formatting
- Demonstrated ability to achieve technical and business results by balancing the needs of customers with technical, safety and regulatory requirements
- Able to handle multiple competing priorities, perform a variety of tasks, and meet required deadlines
- Experience working at an A/V Manucturer
- Demonstrate a thorough understanding of the ProAV/IT/UC/Entertainment Industries
- Experience managing a service/support team, preferably in a B2B, high-volume environment
- Demonstrated knowledge of mobile operating systems for Android and iOS
- Problem solving experience – be able to understand the big picture, determine how the issue impacts the business and understand the urgency
7
Responsibilities For Project Manager Technical Support Resume
- Interest and good understanding of the current IT industry and application of Cloud based services and solutions to solve business problems of future
- Professional experience in the consulting, customer support, or applications implementation area of the high tech or software industry
- Ensure delivery of industry leading support as demonstrated through team performance metrics and proactive, consultative deliverables
- Laboratory hands-on experience using Ion Chromatography and/ or HPLC
- Direct experience in hands-on Technical Support, Service and/ or Training
- Experience with ERP systems and databases (e.g. SAP) for queries and reporting
- Proven track record of delivering the highest levels of customer satisfaction
8
Responsibilities For Netbackup Manager, Technical Support Resume
- Experience driving change in a fast-paced technical support environment
- Experience with network diagnostic tools: ping, traceroute, etc
- Recent experience with Microsoft SQL scripting
- Hands-on experience with monitoring software: SCOM, Zabbix, Kibana, etc
- Previous experience in working global enterprise customers
- Previous experience working for a software vendor
- Experience of supporting related computer hardware and software deployed into medium and large organization
- Lead and mentor managers and TSEs to ensure outstanding technical support and customer experience
- Additional consideration for experience with Aspen’s proprietary software
9
Responsibilities For Manager, Technical Support Center / Industry Resume
- Review daily priorities and take appropriate action to ensure results are achieved
- Work experience in Software/IT related field
- Demonstrate the ability to work with minimal supervision and direction
- Ensure the effective mitigation of customer
- Demonstrated ability to manage and develop a department and department staff members
- Proven ability to motivate team and achieve goals
- Prioritize, multitask, delegate, and manage multiple projects potentially impacted by change
- Regularly measure team using KPI to determine process, knowledge, and experience gaps among individuals and create actions plans to remediate
10
Responsibilities For Manager, Technical Support Engineering Resume
- Experience in HFSS, Siwave, AEDT, Nexxim)
- Experience in Antenna design, SI/PI/EMC
- Experience in Maxwell, Simplorer, PEExpert
- Experience in design of power electronic circuits and electrical machines and related
- Utilize previously technical, project management, and people management experience to actively lead regional and global projects
- Continuously mentor staff to improve skill set
- Constantly evaluate and refine the customer’s technical support experience to provide the best results possible
- BS/BA or applicable experience
- Three years of previous management and leadership experience required
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