Supervisor, Technical Support Resume Sample
Nia Herman
36893 Iva Ridges,
San Francisco,
CA
+1 (555) 715 2221
Work Experience
Supervisor Technical Support Specialist
12/2017
-
PRESENT
Philadelphia, PA
- Provide superior technical support and service to the AirWatch VMware customer base
- Interface with the field, sales and service organizations and directly with the Partners on critical escalations and call resolution
- Own the customer experience-think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services
- Know your stuff-be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences
- Win as a team-make big things happen by working together and being open to new ideas
- Be an active part of the Net Promoter System-a way of working that brings more employee and customer feedback into the company-by joining huddles, making call backs and helping us elevate opportunities to do better for our customers
- Drive results and growth
- Respect and promote inclusion and diversity
- Do what's right for each other, our customers, investors and our communities
Supervisor, Technical Support
12/2011
-
09/2017
Houston, TX
- Supervises the work of support analysts assigned, and performs appropriate administration tasks
- Troubleshoots applications and components involved in the AMI solutions. This includes
- Assists the manager/Director in developing long and short term goals. Educates and trains staff on department and company goals to ensure team alignment and ultimate success
- Conducts and coordinates customer VIP visits
- Reviews, monitors and analyzes call resolution and service level statistics. Uses data to effectively oversee staffing requirements and make informed business decisions. Provide input for Quality System requirements
- Oversees staff work shift schedule to ensure service coverage is provided 24-hour/day, 7 day/week, and 365 day/year. Rotates 24 hour consultation support for staff
- Monitors employees’ needs for mandatory training and identifies opportunities for career development. Assists in providing support of new product launches and assists individual technical support personnel with complicated customer issues. Coaches and trains new hires
- Acts as a technical resource on product launches to minimize service-related problems post product release. Reviews, correct and advises on Technical Publications (customer bulletins, product inserts, etc.) prior to public release. Performs field travel for customer interaction and cessation of problem situations leading to improve overall customer service
Supervisor, Technical Support Customer Care
11/2004
-
06/2011
Philadelphia, PA
- Know your stuff-be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital
- Continual monitoring of ACD thresholds and team’s activities to assure compliance with department standards
- Provides guidance and/or assistance to Customer Account Executives
- Supervises, interviews, and hires a staff of Technical Support
- Provides initial as well as ongoing training and coaching for
- Work with VMware’s engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions
- Deploy contingent workers and manage students’ labor where possible
- Discuss monthly technician’s requirement with project managers and field service leaders
Education
Missouri University of Science and Technology - Engineering Education Center
1999 - 2004
Bachelor's Degree in Mechanical Engineering
Professional Skills
- Strong Reporting Skills using multiple Databases
- Good verbal and written communication skills and ability to resolve disputes effectively
- Strong communication skills as they relate to customer issue resolution
- Good verbal/written communication, presentation and interpersonal skills. Demonstrated ability to interact with internal and external customers
- Provides technical and soft skills coaching, by performing quality monitoring
- Extensive IP Telephony Experience uisng SIP signalling, management experience
- Extensive IP Telephony Experience uisng SIP signalling, management experience
How to write Supervisor, Technical Support Resume
Supervisor, Technical Support role is responsible for modeling, customer, travel, training, integration, database, telecommunications, planning, design, digital.
To write great resume for supervisor, technical support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Supervisor, Technical Support Resume
The section contact information is important in your supervisor, 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 Supervisor, Technical Support Resume
The section work experience is an essential part of your supervisor, 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 supervisor, 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 supervisor, technical support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Supervisor, Technical Support resume experience can include:
- Fluent in English and a second lanuage to communicate effectively with local Asians custoners
- Flexibility and creativity in successfully managing multiple competing priorities
- Strong knowledge of Microsoft Office applications including Excel, Word, Powerpoint
- Experience and/or understanding of (GIT, AWS, JAVA, TOMCAT, PUPPET, ANSIBLE)
- Supervisory/management experience working in a high call volume call center environment required
- Accountable for customer experience, service quality and maintaining our agreed Service Level
Education on a Supervisor, Technical Support Resume
Make sure to make education a priority on your supervisor, 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 supervisor, 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 Supervisor, Technical Support Resume
When listing skills on your supervisor, 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 supervisor, technical support skills:
- Strong customer support skills and ability to handle customer escalations
- Leadership, planning & organizational skills required
- Relevant experience or equivalent combination of education and experience required
- Experience with 2-3 years experience in a similar role
- Establishing Annual Priorities & Goals for your team and the business
- Possess experience designing, building, maintaining, migrating, tuning, administering, supporting and problem solving complex environments
List of Typical Experience For a Supervisor, Technical Support Resume
1
Experience For Supervisor Technical Support Resume
- ITIL/ITSM knowledge and experience
- Excellent knowledge of SNOW
- Foster good customer relations and service at all times
- In depth understanding of standard operating procedures and developing methods for ensuring compliance and accountability
- This is a working supervisor position, responding to customer escalations and contributing to workload queues when service levels have been exceeded
- Maintain a comprehensive operating system hardware and software configuration database/library of all supporting documentation
2
Experience For Supervisor, Technical Support Customer Care Resume
- Focus on strengthening technical knowledge development to align with the Becton Dickinson Diagnostic System (BDDS) Service strategy
- Develop and maintain a monthly teambuilding activity to promote employee engagement
- Monitor and resolve customer difficulties including customer complaints
- Manages workflow and resource capacity to ensure SLA’s are met
- Remain fully aware of the availability of all products and services in the company so that every opportunity to meet our customer’s needs is taken
3
Experience For Supervisor Technical Support Engineering Resume
- Provide superior technical support and service to the VMware customer base – 24 7 Operations
- Interface and work closely with advanced support specialists as required
- Ensures adherence to quality policies and departmental standard operation procedures
- Communicates clear instructions to team members
- Serves as a point of contact to technical support center staff to address customer escalations and meet customer expectations. Ensures timely processing of customer requests and helps resolve customer disputes
4
Experience For Supervisor Technical Support & Troubleshooting Resume
- Accountable for problem solving and escalated complaint management
- Review and interpret daily, weekly, monthly, and quarterly reports, making recommendations as needed
- Provide project management participation as a subject matter expert and ensures oversight for team initiatives
- Provide input into career development and growth opportunities for individuals; identify technical strengths and skill sets within the Technical Specialist Team
- Proficiency with Microsoft Office Suite, such as MS Word, Excel
- Manage a staff of Technical Service Analysts
- Perform annual merit reviews and quarterly reviews
- Review and respond to customer surveys and drive improvement in customer satisfaction scores
5
Experience For Supervisor Technical Support Specialist Resume
- Provide exceptional customer support to inContact customer base via live telephone calls and email communications
- Work cases approx 25% of your time
- Manage the analyst-based KPI’s
- Maintains communication with design management and specialists in resolving technical problems and/or bringing problems to the design department’s attention
- Creates a high performance team environment that delivers an atmosphere to create “Raving Fans” of our customers
- Work closely with architecture, development, engineering and Change management teams
6
Experience For Supervisor, Technical Support CSA Resume
- Monitors CSRs to ensure professionalism, accuracy, and use ofinformation given and performs annual performance appraisals
- Handles difficult customer inquiries and complaints referred by Technical Support representatives (TSR)
- Monitors TSR's to ensure professionalism, accuracy, and use ofinformation given and performs annual performance appraisals
- Handle customer escalations as needed, review trouble tickets as required and review client surveys upon completion
- Interface and communicate with all levels of management
- Oversees and supervises efforts to improve existing processes and develop new processes to increase work efficiencies and improve problem resolutions (RCA’s)
- HR Responsibilities which include (employee development, training, Planning & coordinating staff activities, maintain staff's technical proficiency, OTR and DPM processes)
- Lead team and to delegate to subordinates
- Lead, manage, develop, train and review performance of staff, as required
7
Experience For Supervisor, Technical Support Resume
- Ensure all employee issues and concerns are addressed in a timely manner, encourage involvement from all staff and foster a positive team environment
- Measure, monitor and maintain customer service and satisfaction
- Develop and maintain department policies, procedures and processes, as required
- Supervise day-to-day operations of a team of technical support consultants. This includes interfacing with customers, team scheduling, performance management, and training/mentoring new staff
- Make quick and sound decisions about how to handle critical software problems that impact customer’s operating plants but are not solvable by normal support practices
- Upervisory experience required
- Additional consideration for experience with Aspen proprietary software or Dynamic Simulation software
- Occasional Domestic and International travel is required
- Supervise day-to-day activities of the team including statistical reporting, team mentoring, ticket auditing, ongoing trainings, weekly meetings and knowledgebase documentation to promote high levels of customer satisfaction
8
Experience For Supervisor Technical Support Resume
- Supervise individual and team performance via goal setting, PTO and timecard approvals/management, CMS monitoring, individual one-on-one sessions, ongoing communication and opportunities to ensure minimally 98% or higher customer satisfaction and performance are achieved. CSAT negative comment follow up and documentation on each ticket
- Work closely with customers, other teams, departments and levels of management as needed for problem resolution and/or process improvements to ensure effective and timely service for internal and external customers. Handles Customer escalations and assists to relieve call queue as needed
- Lead and motivate team to deliver outstanding medical device support via phones, email, chat and online
- Lead the efforts of technical support team. Provide call monitoring and coaching for members of the team that focus on quality and service effectiveness, Dexcom products and regulatory guidelines and high-standards of customer experience
- Meet or exceed monthly, quarterly and annual department metrics
- Maintain weekly/monthly/quarterly employee scorecards for all functional areas
- Perform 2 monthly scorecards with each employee. Coach, collect feedback and collaborate with leadership team
9
Experience For Supervisor, Technical Support Customer Care Resume
- Able to work with high levels of uncertainty and ambiguity
- Coordinates with other teams and stakeholders on critical customer request
- Plans and executes different initiatives aligned with the department strategy
- Be a “hands on” type of leader, proactive and dynamic person that works with high level guidelines and can lead the tactical day to day responsibilities of the team
- Strong Analytical sklls
- Proactive and dynamic person that works with high level guidelines and can lead the tactical day to day responsibilities of the team, which include
- System Owner Support (Responsible for stability, reliability upkeep and maintenance of specific high availability systems)
10
Experience For Supervisor Technical Support Engineering Resume
- Compliance (SOR, PCI, PII, MOS, DR)
- Change Engineering Support (Build and Deploy applications with the goal of continuous integration and continuous delivery. Responsible for CR’s creation, representation and implementation across various environments)
- Liaise with all other functional groups in the company to ensure a smooth and efficient interface between staff and the rest of the organization
- Manage and coach TAS to obtain highest individual and team performance, career development, and employee involvement
- Manage the Support activities across the team to achieve customer satisfaction
- Drive growth of the business to meet revenue targets
List of Typical Skills For a Supervisor, Technical Support Resume
1
Skills For Supervisor Technical Support Resume
- Proven track record in a similar discipline with 2-5 years of leadership experience
- Extensive experience in Product Training and Technical Support
- Supervisory/Managerial experience
- Experience with the Claims Manager product
- Previous supervisory experience with accountability for personnel management and team performance
- Team oriented and able to build and maintain strong inter-team and inter-departmental relationships
- Experience with participating in cross functional teams
2
Skills For Supervisor, Technical Support Customer Care Resume
- Understanding of Mac OS¿s & Windows 7/8/10
- Recruiting of new staff, as required
- Training plan is developed and team is held accountable to achieve
- Provides professional development, coaching, and conducts performance counseling including writing and administering mid-year and annual performance reviews
- Operational stability providing support utilizing monitoring tools and diagnostic methods
- Monitors performance of staff members according to established monitoring standards and provides appropriate feedback to employees
3
Skills For Supervisor Technical Support Engineering Resume
- Coordinates new hire on-boarding and training activities
- Responsible for staffing and supporting after hours support
- Leads a team of associates in one or more of the following areas: phones, emails, major accounts, CRM, Desking, Data Integration, Assist Desk or Quality
- Responsible for establishing team goals and ensuring execution
- Manage, monitor and maintain the knowledge database and CRM functionality to include; tracking cases created, outstanding, completion time etc
- Function as an expert to resolve complex engineering support problems and deliver training to customers on the Aspen software suite
- Responsible for maintaining processes and systems that provide answers to common questions and problems
- Monitor Support demand, ensuring right balance of headcount
4
Skills For Supervisor Technical Support & Troubleshooting Resume
- Monitor workload and manage schedules to meet goals and objectives and share innovative ideas for optimizing resources
- Flexibility and ability to work with any of the teams including, phones, emails, major accounts, Assist Desk or Quality
- Knowledge of medical device Technical Support troubleshooting
- Capable of working independently; self-motivated and proactive
- Leads a team of Sabre API specialists who troubleshoot and solve highly complex problems that customers face when using the Sabre APIs with global presence
- Facilitates coaching to develop the team members to maximize their talent, fosters an environment of accountability and empowerment
5
Skills For Supervisor Technical Support Specialist Resume
- Feels comfortable delivering reports and process improvement initiatives to senior leadership
- Directs the development and implementation activities for employees in supporting the department’s daily operations
- Familiarity with CRM or incident tracking and management systems such as Siebel, Remedy, Clarify, etc
- Manages team logistics and scheduling
- Facilitates and coordinate training needs for the team
- Compiles and coordinates team meeting agenda content and execution
- Supervise and support Technical Support Analysts Level 1 and Level 2 employees in advanced trouble-shooting needs
- Supply daily, weekly and monthly reporting. Trends and analysis
6
Skills For Supervisor, Technical Support CSA Resume
- Complete quality management and coaching to the analysts
- Interfaces with Architecture, Development, Engineering, Change Management, DXC, Customer Support Teams
- Basic Understanding of Linux/Unix
- Plan, organize, schedule and supervise the day to day technical support operations, which encompasses all troubleshooting and customer service issues
- Deliver pre-sales business consulting to AspenTech’s potential customers for leads which originate from the Telesales organization
- Work as a member of the Customer Support and Training global management team to ensure departmental metrics are achieved
- Android & iOS Support
- Junos and Duo Support
7
Skills For Supervisor, Technical Support Resume
- Responsible for the day-to-day operations of a team of representatives that handle customer service inquiries and problems via the telephone and sometimes e-mail
- Good management skills and ability to motivate teams
- Communicate effectively with team(s)
- Experience in software and hardware technical support and troubleshooting
- Ensure that an effective communication is in place for the staff to be aware of relevant issues within the function and the company as a whole
- Plans, directs, supervises, and evaluates work flow
- Responsible for the day-to-day application of organizational policies and procedures
- Supervises the operations of technical support teams and responsible for performing the on-site installation, servicing and repair of moderately complex equipment and systems
- Conducts a pre-installation site survey
8
Skills For Supervisor Technical Support Resume
- Interfaces with customers, internal departments and vendors to identify their needs and establish hardware, software and network requirements
- Coordinates the activities of technical/service support groups; Ensures KPIs are met & responsibility for meeting budget objectives for, planning/coordinating staff activities, setting departmental goals, etc
- Oversees and supervises efforts to improve existing processes and develop new processes to increase work efficiencies and customer satisfaction along with problem resolutions
- Interfaces with Global 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
- Procures and supervises resources necessary to consistently deliver negotiated service level agreements
9
Skills For Supervisor, Technical Support Customer Care Resume
- Capable of leading calls with customers or other vendors as well as providing presentations to internal and external parties around support structure or particular escalations
- Defines, coordinates and schedules appropriate training to maintain staff's technical proficiency
- Able to lead team and to delegate to subordinates
- Learn applicable computer systems, digital lab equipment and other business required competencies
- Understand financial information that impacts department
- Plan and coordinate successful projects
10
Skills For Supervisor Technical Support Engineering Resume
- Problem solve complex issues independently
- Yearly review of talent and development of the greater Services and Support team
- Actively seek and develop process improvements which increase our ability to provide service and support, meet revenue targets, and improve customer satisfaction
- Establish and maintain relationships with international company contacts to facilitate communications and expert assistance when required
- Participate as an active member of the Americas Services and Commercial organizations
List of Typical Responsibilities For a Supervisor, Technical Support Resume
1
Responsibilities For Supervisor Technical Support Resume
- Familiarity with call/service center operations
- Specific Knowledge of LSG instrumentation and applications (nice to have)
- Be a leader to the team, inspire coach and motivate your team to achieve excellence in your business and customers satisfaction scores
- Develop, share and implement the long-term vision and strategy of the Services and Support Team
- Report on actual performance relative to goals and provide variance analysis and revised projections
- Ensure that suitable metrics are developed and monitored for the performance of the Support Team
2
Responsibilities For Supervisor, Technical Support Customer Care Resume
- Spend 5 - 10% of the time “in the field”, visiting customers to develop and maintain good relationships, monitor customer satisfaction and market the services and value provided
- Lead a project through to successful implementation
- Production reediness/Production gatekeeper
- BS/MS/BA or equivalent
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