Software Support Resume Sample
Destinee Tremblay
403 Bonita Terrace,
Chicago,
IL
+1 (555) 366 6914
Work Experience
Software Support Manager
05/2017
-
PRESENT
Philadelphia, PA
- Be able to clearly communicate a customer’s request to team members as well as escalation to management if necessary
- Take ownership and drive decisions for Software Support Contracts and Subscription based software product portfolio
- Work cross-functionally with IT, R&D, Service Sales and Marketing, as well as the LC/MS Business unit to support the execution of projects and manage the existing portfolio of products
- Drive the stand-alone software business and develop new processes and workflows to deliver on the software business goals
- Monitors incoming cases and emails and resolves in accordance with Service Level Standard (SLS) guidelines. Uses available support tools to assist the customer and/or recreate the issue
- Works on special projects or research, as needed
- Receives, tracks, responds and resolves billing and practice management Customer Care calls
- Provides training and support for simple to complex technical issues related to client Enterprise software
- Identifies technical issues through problem duplication and manipulation of customer data to provide details to the client billing and practice management software development team for product correction and improvement
Software Support
09/2010
-
01/2017
Houston, TX
- Provides training and support for simple to complex technical issues related to OfficeMate and OfficeMate Enterprise software
- Identifies technical issues through problem duplication and manipulation of customer data to provide details to the OfficeMate development team for product correction and improvement
- Receives, tracks, responds, and resolves OfficeMate Customer Care calls
- Maintains all defined service standards, and follows support processes and assists in the development of support procedures and documentation to provide consistent and reliable support and excellent customer service
- Receives, tracks, responds, and resolves Customer Care calls
- Provides training and support for simple to complex technical issues related to our client’s software
- Identifies technical issues through problem duplication and manipulation of customer data
Software Support Intern
11/2004
-
08/2010
Philadelphia, PA
- Maintains all defined service standards
- Maintains current knowledge of the clients billing and practice management software and the optical industry as it is trained and learned in the call center environment
- Analysis & Design - Analyzes and provides input for the requirements and provides impact assessment for new features or bug fixes. Make high-level design and establishes technical standards (for example, software coding standards, tools, and platforms). Performs scoping work with the on-shore manager
- Communications - Represents/leads discussions related to product/application/modules/team (for example, leads technical design reviews). Builds relationships with internal customers/stakeholders. Represent the team in front of the customer
- Quality - Enforces quality processes (such as performing technical root cause analysis and outlining corrective action for given problems), measures them and takes corrective actions in case of variances. Ensures all the project agreed deliverables are completed to the required level of quality
- Innovation & Continuous Improvement - Promotes and instills a culture of continuous improvement/efficiency to the software or business processes
- Team work - Collaborates and adds value through participation in peer code reviews, provides comments and suggestions, and works with cross-functional teams to achieve goals. Communicates and works well with the team on-shore
- Receives, tracks, responds and resolves OfficeMate Customer Care calls
Education
Southern Virginia University
1998 - 2003
Bachelor's Degree in Computer Science
Professional Skills
- Inspire and motive learners, great technical skills, excellent communication ability, good organizational skills
- Excellent customer-facing, strong writing and verbal communication skills, interpersonal presentation and multi-tasking
- Strong telesales and communications skills to effectively sell services in SCIEX’ market
- Excellent English and Japanese reading, writing and speaking skills for direct interaction with Japanese customers
- Strong organizational, problem solving, and decision-making skills are required
- Very strong analytical, planning, problem-solving, and organization skills
- Proven examples demonstrating your natural leadership skills and abilities
How to write Software Support Resume
Software Support role is responsible for customer, technical, software, analysis, troubleshooting, communications, leadership, design, interpersonal, advanced.
To write great resume for software support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Software Support Resume
The section contact information is important in your software 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 Software Support Resume
The section work experience is an essential part of your software 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 software 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 software support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Software Support resume experience can include:
- Motivated self-starter with a strong work ethic and ability to work effectively under pressure
- Strong documentation skills and attention to detail, with the ability to create, edit, and refine technical documents
- Very strong verbal and written skills to communicate at all organizational levels in a worldwide distributed environment
- Excellent communication skills with a capability to pay minute attention
- Build diplomacy and team-working skills working with a large variety of FIS and Client teams from a variety of backgrounds
- Excellent hands-on experience in scripting programming, e.g. Windows Configuration Designer, ImageX, DISM, and Windows PowerShell
Education on a Software Support Resume
Make sure to make education a priority on your software support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your software 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 Software Support Resume
When listing skills on your software 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 software support skills:
- Demonstrated strong leadership skills, with a proven track record of leading projects at times of change
- Excellent problem solving, critical thinking and effective negotiation skills
- Customer service skills and ability to communicate effectively to multiple individuals and difficult customers in a professional manner
- Extremely organized with good communication skills and an excellent attention to detail
- Previous customer service experience and excellent oral and written communication skills required
- Proper phone etiquette, effective listening skills, and problem analysis and resolution
List of Typical Experience For a Software Support Resume
1
Experience For Software Support Manager Resume
- Essential skills: C/C++, UNIX or Windows system level programming, parallel programming knowledge
- Support experience - responding to customer calls & requests. The ability to investigate queries, diagnose, troubleshoot and resolve technical queries
- Strong knowledge of programming/systems analysis, as well as quality assurance, and integration functions
- Manage handling of customer support requests (Service Requests) in terms of assignment, resolution time, escalation of priority issues
- Experience supporting end users in a Help Desk or Field Service role
- Mentor existing staff and monitor open cases to assure timely and effective resolution
- Experienced with processes of change control, implementation, deployment in manufacturing environment
- Develop a solid understanding of internal hardware/software standards and how they integrate with business processes
- Manage/resolve scheduling/prioritization conflicts
2
Experience For Software Support Representative Resume
- Strong communication and problem-solving ability
- Experience working in a software support environment
- 2) Experience learning proprietary software
- 3) Windows Troubleshooting /Phone Experience (Preferably in a call center/help desk)
- Able to evidence working to strict Service Level Agreements
- Experience running large teams (20+ representatives)
3
Experience For Software Support Developer Resume
- Good industry-wide knowledge of PC and peripherals technologies
- Strong project management leadership to achieve objectives across organizations
- Holding Diploma/advance Diploma in Computer Science/Engineering
- Providing information regarding implementation and functionality of all QSD end-user software products
- Investigating and resolving technical issues within the PCMS software
- Documenting solutions and producing written mentorship on resolution steps and procedures
4
Experience For Software Support Technician Resume
- Investigating and resolving SQL database issues
- Delivering product demonstrations, implementations and training and to ensure product documentation is maintained
- Analyzing problems/situations and understanding the impact on a client’s business operations
- Lifting up to 30 lbs
- Providing peer group results and technical support escalation
- Providing mentorship and support to other analysts within the team on product and technical issues
- Answering general inquires
- Participating in the team’s scheduled Offshift (callout) rotation
- Working knowledge of Salesforce.com or equivalent CRM System
5
Experience For Technical Software Support Resume
- Housekeeping and management of the Client’s environments hosted by FIS
- Working knowledge of systems analysis in a Web/Internet system design role
- Exhibiting and driving customer focused requirements to provide a relevant solution to the reporting technical team
- Maintaining ownership of complex software solution issues, debugging to product and component/configuration level
- Managing multiple issues of varying complexity and stage of investigation at any given time with the principle focus of customer satisfaction
- Working knowledge of web browser technologies
6
Experience For Software Support Intern Resume
- Being the principle cornerstone at center of all communications between all relevant teams as part of support investigations
- Being the principle cornerstone at centre of all communications between all relevant teams as part of support investigations
- Understanding of desktop/laptop hardware
- Works directly with customers to provide services in analyzing, diagnosing and resolving software application issues and questions
- Incident management including tools for monitoring and reporting
- Provide technical support to ResMed customers experiencing problems with hardware, software, networking, and other computer-related technologies
- Provide support for the testing of new and existing software applications under development
- An understanding of basic functions of ERP, MRP and CRM systems (Call center tracking software usage)
- Expert Script Writters, Manually Converting to Automaton, Creating Solutions
7
Experience For Laboratory & Manufacturing Software Support Engineers Resume
- Continued development of "creative thinking" in troubleshooting techniques
- Basic understanding of Database architecture and querying concepts
- Ensure team members are following approved processes and are meeting agreed schedules
- Research issues and identify solutions and known product defects using existing tools and knowledgebase
- Staff management, training, and mentoring
- Serve as Insight’s Contractual Licensing & Enterprise Agreement Representatives
- Provide support as needed in closing specific business opportunities
- Identify specific business opportunities during customer conference calls and up-sell where applicable
- Content creation or editing for webinars and technical documentation
8
Experience For Manager of Distribution Center Software Support Resume
- Clean-up for client data and connection information using Client Relationship Management (CRM) software
- Manage projects involving multiple departments
- Maintain an understanding and knowledge of key industry trends related to payment systems software and hardware
- Facilitates and delivers Virtual Instructor Led Training on laboratory quality control software products
- Manage software implementation projects to ensure successful configuration, training and deployment
- Assist project teams with defining requirements and elements of software design, and write and perform test plans
9
Experience For Supervisor Software Support Resume
- Courteously field incoming helpdesk requests from end users via telephone and email
- Maintain proper documentation on issue resolution, ad-hoc queries and auditing
- Facilitates and delivers Virtual Instructor Led training via WebEx on laboratory quality control software products
- Job requires traveling between all USPTO campuses
- Develop & implement a weekly Critical Case Review process engaging with relevant departments across the company
- Create a passion for "Customer Success" in challenging cross-functional situations
- Answer support request phone calls, e-mails and web requests. Respond to customers, log and update information in call tracking system
10
Experience For Director, Global Software Support Resume
- Support, plan and execute on delivery of problem resolution, Implementation plans, tests and troubleshooting system setups
- Provide training, documentation and support for end users or customer Tier 1 support entities
- Design, create, test, and support Windows 10 OS configuration/recovery solution on PC and implement into manufacturing and for end user deliverables
- Continuous improvement on imaging process
- Support Software and DataSystem manufacturing strategy and plan
- Investigate and advise on new manufacturing technologies, processes, and improvement
List of Typical Skills For a Software Support Resume
1
Skills For Software Support Manager Resume
- Excellent analytical interpersonal, time management and problem-solving skills required
- Solid problem determination and troubleshooting skills
- Good communications skills (both verbal and written) with the ability to adapt to different audience levels
- Professional and effective communications skills – both verbal and written
- Demonstrated ability to quickly and effectively analyze and resolve technical/software issues
- + Demonstrated ability to work effectively in a collaborative and interdisciplinary team environment
2
Skills For Software Support Representative Resume
- Listening and learning skills
- Advanced desktop and mobile computing skills, working knowledge of internet browsing and searching
- Demonstrates the capacity to manage changing priorities and ambiguity while remaining calm and controlled
- Resolves service requests by effectively communicating status, solutions, and/or workarounds to customers
- Effectively work with others in antagonistic situations, using appropriate interpersonal styles, and methods to reduce tension or conflict
- Excellent problem solving ability and strong attention to detail
- Multi tasker with quick problem solving skills
- Exceptional documentation skills and habits – meeting minutes, action plans, status updates, knowledgebase articles, etc
3
Skills For Software Support Developer Resume
- Excellent hands-on experience in PC and workstation, Windows 10 OS, configuration, imaging, deployment, and recovery
- A clear and logical approach that demonstrates the ability to make good decisions and judgments
- Communicate effectively with many groups of people (with wide range of abilities and pressures)
- Two to four years of Technical Support experience or equivalent experience
- Jr level software development skills, preferably Java, J2EE, C languages or DOTNet
- Advanced computer skills and data analysis
- Demonstrated experience with VMware ESXi and/or Hyper-V server virtualization
4
Skills For Software Support Technician Resume
- Interpersonal skills – ability to teach and train others
- Experience in software development experience
- Experience of relevant working experience
- Manage software support team in all aspects including personnel management, skills management
- Interpret abstract technical ideas and concepts effectively
- Demonstrate strong customer service focus and ability to establish and maintain a high level of user trust and confidence
- Work effectively in dynamic team based environment
5
Skills For Technical Software Support Resume
- Effectively influence and interact with internal and external business partners
- General PC office skills with: MS Word, MS Excel, MS PowerPoint, MS project, Outlook
- Willing to pitch in and do more than is required. Demonstrates initiative, resourcefulness and curiosity
- Experience designing, analyzing, supporting, and developing software solutions using PeopleSoft
- Solid understanding of various functions and processes in order fulfillment including planning, manufacturing, logistic, and supply chain
- Computer networking experience and understanding of computer operations and troubleshooting
- Experience with technology testing, Citrix, networking, internet services, client server, SQL scripting, and database tables
6
Skills For Software Support Intern Resume
- Experience supporting, configuring and integrating complex software
- Experience with configuring and developing interfaces to COTS software packages
- Experience building custom software solutions using C, C++, C#, Java, MS Visual Studio, MS SQL Server, HTML5, CSS, or SQL
- Experience working in a client-facing software support organization
- Customer service, teaching, or training experience
- BMC (Remedy) experience with ticket creation, updating, and monitoring queue
- + Experience in requirements gathering and software testing
- 2 yrs of experience working with Git, Jenkins, Maven, SQL and Spring Boot
7
Skills For Laboratory & Manufacturing Software Support Engineers Resume
- Deliver superior customer service by providing a customized training experience
- Oversee project from initiation to full production. Responsible for sustaining, effective, and efficient manufacturing production process
- A strong understanding of programming logic with the ability to read code
- A solid understanding of HR business processes
- Strong analytical ability, including the ability to absorb difficult and obscure concepts and to conceptualize new systems
- Intermediate skill in using Microsoft Outlook, Word, Excel, and Internet Explorer
- Strong knowledge of basic troubleshooting techniques
- Prioritise work based on often-conflicting demands from customers and internal team
8
Skills For Manager of Distribution Center Software Support Resume
- Two to four years of customer service experience, handling complex issues in a high-volume environment
- Advanced report writing software experience
- Experience in a collaborative team environment, sharing workload and responsibilities
- Proven track record of delivering on promises and an ability to execute in the face of adversity
- Experience working with computer networks & internet software
- Experience with Linux (or other Unix) operating system
- Experience reporting account status to multiple levels of stakeholders in a clear, concise and transparent fashion
9
Skills For Supervisor Software Support Resume
- Build strong relationships with key members from the Sales, Product Management, and Engineering groups
- Experience in software products and IT environments providing technical help
- Experience in enterprise software products and providing technical help
- Experience in providing customer service to large enterprise users
- + Education and/or experience with dynamic website development, web-based application programming, and database management
- + Experience with PHP server-side programming
- + Experience in writing SQL and database manipulation
10
Skills For Director, Global Software Support Resume
- + Experience in administering Purchase Orders
- + Experience in researching software applications
- Direct experience supporting application software
- Experience general accounting required
- Healthcare informatics experience is desirable, working with PACS, VNA, RIS or Cardiology Information systems
- Experience working within a remote support role
List of Typical Responsibilities For a Software Support Resume
1
Responsibilities For Software Support Manager Resume
- Provide customer software product support/ requests for the company's customer base and ensure that all calls/responses meet company Quality standards and KPI's
- Analysis of software issues reported for any repeat issues with proposed solutions on how to improve product performance. Identify any training needs for customers and produce operation documents to address these issues
- Experience in SQL server or Oracle and database administration, mobile communications software
- C++ languages programming experience
- Strong knowledge of SmartPlant Foundation and related IM products within Process, Power and Marine industries is required
- Software support experience as a technician in a multi-user environment
- Sitting, eye sight, using hands/fingers, talking, hearing, and occasionally lifting up to 25 lbs
- Guiding, advising and mentoring other team members and our customers on issue and problem resolution
- Providing support to the Software Development Team during fault investigation, development and emergency changes
2
Responsibilities For Software Support Representative Resume
- Providing enhancement requests and incident information into the Change process
- Provide post/pre installation support including training/educating customer on basic application functions
- Log and track requests using Company tracking software, maintain history and related problem documentation
- Capabilities in SQL, scripting, and programming
- Grow the Software support department to meet increasing needs driven by Software's expansion (establish needs, recruit, train and integrate new hires)
- Determine and accountable for software support budgets, resource allocation and operating plans
- Evaluate software support tools and make sure the appropriate tools are used when diagnosing issues
- Responsible for fielding Support Desk issues that escalate to Level 2
- Customer Service Oriented, enjoys interacting with customers
3
Responsibilities For Software Support Developer Resume
- Five years software testing with SQL or Oracle
- Follow pre-determined escalation and[BS1] troubleshooting protocols as appropriate
- Performs testing and documentation for installation
- Can produces knowledge management documents to assist others in solving issues
- Performs onsite troubleshooting and research as required
- JOB CONDITIONS: Schedule varies depending on team, 24/7 accessibility for urgent client issues
- Successful track record supporting software solutions
- Able to bring teams together toward a common goal
- DoD sponsors. Provide architecture products in order to assist with the development of acquisition program documentation, including CDD and CPD
4
Responsibilities For Software Support Technician Resume
- Serve as front line contact for customers by answering telephone calls and emails
- Put clients first while ensuring your team delivers a world-class level of support
- Push the limits of traditional support to innovate new ways of delivering great service to our clients
- Contributory pension scheme – 3% matched for years 1 & 2, rising to double matched contributions from year 3 to a maximum employer contribution of 12%
- Comprehensive understanding of PC, Mac, and mobile platforms
5
Responsibilities For Technical Software Support Resume
- Provide training and support for simple to complex technical issues related to the software
- Document and/or log calls and records activity and communications regarding incidents
- An interest in working with the financial services software industry
- 25 days holiday, pension, private medical insurance, on-site gym, canteen, dry cleaning, car valet service etc
- Part of a great close-working team
- One year taking ACD calls within a call center environment
- Available to work any shift, including weekends, holidays, and/or overnight
- Learn Elster's 2-way AMI metering and home automation products
- Primary task is to provide support to customers who contact HMH Technical Support and maintain high level of customer satisfaction while meeting guidelines
6
Responsibilities For Software Support Intern Resume
- Works towards enhancement of product, technical & process knowledge through formal training as a means of job enrichment
- Achieves knowledge transfer with team-mates through: Attending formal Transfer of Information sessions/Brown Bags, Review of Knowledge Articles and Notes
- Primary task is to provide T2 support to customers who contact HMH Technical Support and maintain high level of customer satisfaction while meeting guidelines
- + MS Office Suite (including Excel)
- CBD program office and program sponsors, including JRO, Service sponsors, or non
- Thorough understanding of level I & II support and escalation procedures
7
Responsibilities For Laboratory & Manufacturing Software Support Engineers Resume
- Thorough understanding of Service Level Agreements and of issue triage and documentation
- Have the capability of working in teams and independently
- We are seeking a technically/mathematically minded individual
- An understanding of software engineering principles and processes. Practical experience in relation to databases, Microsoft SQL server, managing hosted solution and web services
- Build and maintain a good relationship with the Clients’ teams
- Knowledgeable on assigned product solution(s) with specific knowledge on NCR’s Transaction Manager Product Suite including releases 4.X, 5.X and Accelerator, XPAY , TG and can investigate issues and very infrequently require assistance
- Very knowledgeable on specific areas of solution(s) to SME level on NCR’s Transaction Manger Product Suite including releases 4.X, 5.X and APP1 and can assist others with investigations
8
Responsibilities For Manager of Distribution Center Software Support Resume
- Maintain and improve the team’s effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing new information technologies and process improvements
- Strong personal initiative and accountability to succeed independently as a part of a larger team
- Install and troubleshoot equipment on customers’ premises
- Service and business mindset
- Uses discretion to affect timely resolutions to issues in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns
- Proactively searches for and provides creative ideas when known resolutions are not immediately available
- Provides timely follow-up and status updates to clients as issues are processed and resolved
9
Responsibilities For Supervisor Software Support Resume
- Completes assigned tasks within scheduled completion dates and communicates potential issues
- Stays abreast of current technologies and procedures to maximize efficiency and quality of client issue resolution
- Provide technical support to customers via phone and email for ResMed software products: answer technical inquiries, diagnose reported problems or configuration issues, recommend possible solutions, follow issue through to resolution or escalate if no resolution can be found
- Adhere to company policies and procedures regarding customer handling processes, service entitlement verification, and customer registration and problem escalation
- Resolve computer, networking, printing, hardware, medical device and software related issues through in-depth troubleshooting and technical assistance
10
Responsibilities For Director, Global Software Support Resume
- Handle problem recognition, research, isolation, resolution and follow-up, and refer more complex problems to Sr. staff while maintaining ownership of the issue
- Assist with trend analysis and knowledge-sharing projects
- Provide timely and quality support for applications used by ResMed’s Technical and Customer Service team, such as Oracle, Salesforce.com, Resmed Online Store, and other business applications
- Participate in special projects for applications used by ResMed’s Technical and Customer Service team, as a functional team member or as a key functional champion, in providing inputs, assistances and reviews in complex application solution, working with both internal and external software providers, ResMed business and IT staff
- Participate in an “on-call” rotation with other team members supporting customer issues during off hours including nights and weekends
- Lead requirements gathering, Use Case modeling, analysis and design activities
- Write software programs in C++ languages for our various platforms and test the same
- Knowledge of gdb, and makefile tools
- Provide support to all personnel for all company computer software
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