Support Team Lead Resume Sample
Zachery McLaughlin
44490 Smitham Wells,
Detroit,
MI
+1 (555) 660 5487
Work Experience
Technical Support Team Lead
10/2017
-
PRESENT
Dallas, TX
- Fully proficient in Key’s various loan systems
- Drives remediation through an established understanding of the standard protocols, options and procedures based on GCSM’s overall remit such as monitoring incidents, first impact analysis and diagnosis of incidents relating to the infrastructure environment
- Participates as a thought leader in automation, consolidation, and centralization projects aligned to the role’s remit. Maintains all activities and directives in accordance with EY’s compliance policies and IT Service processes to provide restorative actions within scope and aligned standards to maintain cost efficiency and operational readiness
- Drives activities across IT as the single point of contact for an assigned EY business unit into the Converged Services Operations team to understand the specifics of each EY businesses’ service model including current service expectations, challenges and future directives
- Drives the partnership with process owners and stakeholders in such areas as Business Aligned Infrastructure (BAI) teams in Service Portfolio Management (SPM) and others on observations to promote, execute and embed service improvement opportunities specific to the business’ service needs
- In managing staff and mentoring individuals, acts in accordance with government and other specific regulations and procedures on such matters as the protection of privacy for an individual and specific directives on confidentiality in staff management aligned to each country in which staff are managed or domiciled as well as EY’s mandates with regards to managing people across nations
- Taking line management responsibilities for a cell of Operation’s Support Leads & Real Time Analysts
- Experience leading, supervising or managing a team
- To become the expert in every process performed by the Costa Rica’s Marketing and Administrative teams
Customer Support Team Lead
06/2012
-
06/2017
Dallas, TX
- Language: Fluent in German and English with excellent Spoken and business written skills
- IT: High standard of computer literacy, keyboarding skills and Ms-Excel data manipulation
- Execute ‘red flags’ strategy and take appropriate action on high risk credits
- Act as liaison between the Customer Service Coaches and the CSR’s with a “can do” attitude
- Support and back-up the Customer Service Coaches as needed to support CSR agents
- Handle call escalations, process refunds, answer questions with multiple CSR agents
- Provide daily direction and communication to CSR’s to allow calls to be answered in a timely, efficient and knowledgeable manner
- Maintain expert knowledge of the Nerium Software Systems, the Ticketing Process, the Compensation Plan, etc
- Maintain information on changes, updates, alerts, etc
Desktop Support Team Lead
01/2005
-
01/2012
Phoenix, AZ
- Ensure that all CSR agents have new or enhanced information and are speaking to the customers in a unified voice
- Provides continual evaluation of processes and procedures and suggests improvements
- Maintain the ability to take the voice of many and communicate accurate consensus back to upper management
- Assist Coach with driving employee engagement, performance management and employee development
- Customer Service Experience
- Communicate clearly and professionally, both verbal and written
- Manages the daily activities of specific projects overseeing timely completion
- Assists management in work distribution, expedition and work plan development for team members
- Participates in determination of feasibility, cost and time requirements and compatibility with current policies, procedures, and functions
Education
International Technological University
1999 - 2004
Bachelor's Degree in Computer Science
Professional Skills
- Possesses a knowledge of the Service Now system to record incidents and remediation as well as appropriately use the tool’s features and functions for analysis
- IT experience Excellent Customer Service skills Executive Support background 3+ years as Team Lead or Supervisory experience
- Strong analytical, troubleshooting, problem-solving skills, oral and written communication skills with keen attention to detail
- Demonstrate excellent Leadership and Client Service skills through personal responsibility, accountability and teamwork
- Strong business acumen, coaching and mentoring skills
- Understand our customers’ needs through excellent questioning skills
- Exhibit a speed to success through teaching associates the skillsets needed to effectively troubleshoot difficult technical issues
How to write Support Team Lead Resume
Support Team Lead role is responsible for customer, interpersonal, technical, analytical, leadership, coaching, training, analysis, english, word.
To write great resume for support team lead job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Support Team Lead Resume
The section contact information is important in your support team lead 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 Support Team Lead Resume
The section work experience is an essential part of your support team lead 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 support team lead responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular support team lead position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Support Team Lead resume experience can include:
- Prior leadership or consultant experience in assisting associated and customers to utilize software effectively
- Strong experience in effectively handling difficult customer and employee situations
- Solid listening & spoken communication skills in English, German in addition an advantage
- Professional experience of greater than 6 years and prior experience of managing a team is desirable
- Demonstrable evidence & experience of managing an application portfolio, would suit an experienced desktop engineer
- Strong communication skills, both written and verbal and ability to influence and negotiate at all levels up to and including senior management
Education on a Support Team Lead Resume
Make sure to make education a priority on your support team lead resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your support team lead 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 Support Team Lead Resume
When listing skills on your support team lead 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 support team lead skills:
- Communication Skills – Ability to communicate effectively both orally and in writing (including presentation)
- Excellent computer skills including client services technologies and products to include workstations and mobile devices hardware and software
- Strong diagnostic skills and a working knowledge of current technologies
- Strong leadership and interpersonal skills with ability to gain cooperation of others
- Strong communication skills, with a technical emphasis
- Excellent verbal communication skills, courteous, customer oriented, able to visualize customer problems and able to deal with difficult customers
List of Typical Experience For a Support Team Lead Resume
1
Experience For Technical Support Team Lead Resume
- Strong analytical, evaluative, and objective critical thinking skills
- Analytical skills, with risk analysis / risk management experience desirable, but not essential
- Operate effectively in a team environment with both technical and non-technical team members
- Manage time effectively and set priorities appropriately in a dynamic, time-sensitive environment
- Strong Customer service and Vendor Management skills
- Good man management skills; a people person who is able to help inspire and motivate start-up teams
- Time Management – Effectively manage priorities and maximize use of time
- Strong technical aptitude including demonstrated understanding of software technologies, system functionality, and data file processing
2
Experience For Customer Support Team Lead Resume
- Superb coaching and mentoring skills.
- Effectively teach associates how to respond to client calls, chats and cases regarding Solutionreach products while troubleshooting our software
- Provide coaching and drive development across the team, ensuring technical skills and product knowledge is maintained in line with industry requirements
- Experience in technical training, field sales, product support and/or consulting experience
- Advanced MS office skills including Excel, MS Word and PowerPoint
3
Experience For Desktop Support Team Lead Resume
- Microsoft Access, SQL, PowerShell, VBA programming skills
- Strong working experience of MS Project & MS Office
- Good experience of working in a fast paced 24/7 Network/Service Operations environment
- Excellent knowledge and experience of Batch Jobs, Web Services, Application Event and Alert Monitoring
- Manage a distributed team in North America while effectively collaborating with peers in our European and Asian offices
- History of consistently meeting established individual performance objectives. Prior project management experience
4
Experience For Sales Support Team Lead Resume
- Works with supervisor to develop employees’ skills, evaluates performance, provides feedback, and oversees resolution of employee relations issues
- Effectively communicates project status to other IT organizations, peers, and management
- Remarkable interpersonal, verbal and written communication skills
- Basic computer skills including outstanding typing and 10-key by touch
- Desktop support experience or equivalent combination of education and work experience
- Formal experience or the proven ability to be able to lead teams within an IT setting
- UNIX power user skills with ability to navigate around the system, core admin utilities would be an advantage
- Advance interpersonal skills
- Prior experience working in Equity Finance, Stock Lending, Derivatives, Index Arbitrage support functions
5
Experience For Application Support Team Lead Resume
- Prior experience sponsoring Operational Excellence programs
- Planning, assigning, and directing work, rewarding and disciplining associates, and effective conflict resolution
- Maintaining and developing the team’s performance through effective KPI control
- Experienced in taking ownership and delivering projects within a similar environment
- Experience of supporting Enterprise Application Systems and an understanding of their architecture
- Ensure associates complete proper troubleshooting while working with high priority remote servers hosted by Solutionreach, which contain customer data
- Experience in Engineering, manufacturing, or sales support of complex application specific equipment
- Provides assistance to team members, on the job training for new or less experienced analysts
6
Experience For Product Support Team Lead Resume
- Manage workloads in a fast paced environment whilst maintaining an excellent standard of work
- Proven success in a Client Service or technical/application support role with a passion for supporting a Software-as-a-Service (SaaS) client base
- Team lead/supervisory related experience, preferably in a client-facing environment
- Experience leading distributed technical support teams, preferably in a 24x7 environment
- Coordinate with Business Effectiveness to develop and facilitate training
- Experience of supervising an Application Support/Service team
7
Experience For Remote Support Team Lead Resume
- Experience in both technical and leadership roles in an IT environment supporting bespoke line of business applications
- Previous experience working with Independent Distributors
- Ensure the support staff thoroughly tests any defects prior to moving the code to production
- Use SAP/Master Control & TDS to verify version numbers, work order numbers and quantities needed on the batch record prior to issuing
- Two or more years’ experience with system and application linkages to enterprise monitoring environments such as Solar Winds
- Strong knowledge in performance management, customer service, and coaching techniques
- Experience working across multiple geographic locations on a regular basis with both internal teams as well as cross-functional key partners
- Provide leadership and focus to assure delivery of Alert validation and Case resolution
- Monitor and drive the efficiency and effectiveness of the Incident Management process
8
Experience For Mainframe Application Support Team Lead Resume
- Validate bugs & identify steps for consistent reproduction. Work with clients once issues are resolved to communicate fixes appropriately
- Be a champion of world-class customer service – make every experience the highest quality!
- Experience of IT service desk, helpdesk in a global corporate environment
- Experience leading, supervising and developing others is advantageous
- Demonstrable experience within IT testing & support/quality assurance
9
Experience For IT Operation Support Team Lead Resume
- Proven ability to trouble shoot and problem solve in a logical manner
- Proven ability to mentor others and deliver direct feedback
- Proven ability to handle difficult client interactions
- Lead and prioritize the Murex Application Support team’s work load
- Experience in a hands-on application support lead/manager role
- Forge a strong relationship with the L2 & L3 Application support teams and explore any “shift left” opportunities
- Team Leads are subjected to strong metric based performance assessments
- Be proficient and experienced in Windows workstation and server environments
10
Experience For Product Application Support Team Lead Resume
- Develop and maintain effective working relationships with key personnel and contact center support in all departments and levels
- Demonstrated commitment to problem solving and resolution
- Progressively responsible job-related experience
- Experience in Salesforce CRM system required
- A solid technical understanding of IT and technology in general with a desire to work in a service orientated support function
List of Typical Skills For a Support Team Lead Resume
1
Skills For Technical Support Team Lead Resume
- Good communication skills with professional telephone manner and ability to deliver great customer experience
- Good organisational skills with strong attention to detail
- Good presentations skills to deliver technical training and customer support
- Excellent business acumen, interpersonal and teaming skills
- Effective people management and leadership skills
- Proven time management and organizational skills with attention to detail in all situations
- Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)
- Communicating effectively (written & verbal) to various situations and audiences
2
Skills For Customer Support Team Lead Resume
- Understanding of call center strategy skills
- Demonstrated experience in mentoring and developing people
- A strong commercial understanding and focus, with experience of managing costs and third-party providers
- Technical aptitude and practical skills in relation to heating, hydronic and water installations
- Proven ability to identify, build and maintain strong working relationships with key stakeholders at all levels of the enterprise
- Desire to learn new skills and grow professionally and adapt to changing internal customer requirements
- Experience using SQL; demonstrated ability to manipulate data rapidly, use complex joins and other advance functionality
- Leadership experience in planning, developing, organizing, directing, managing, and evaluating personnel
- Previous experience in leading and managing teams
3
Skills For Desktop Support Team Lead Resume
- Experience in establishing/tailoring processes for Support projects/organisation (preferably from scratch)
- Strong technical background in Networking, Win/Linux Administration, Scripting
- Experience troubleshooting and performing Root Cause Analysis for complex service/system issues
- Experience in using a service or incident management ticketing system
- Previous experience of leading a team of professionals ideally in heating, hydronic or potable water systems
4
Skills For Sales Support Team Lead Resume
- A highly service-focused individual with experience of operating in customer-facing positions, preferably in an ITIL environment
- Experience working in a military or government environment
- Experience with IT Service Management/Configuration Management, including incident management and change management
- High level of technical acumen with a wide variety of IT operating systems, tools and technologies illustrated through previous work experience
- Experience supporting Windows and iOS technology
- Experience supporting the RMS Line of Business
- Experience working in a virtual environment / with a geographically dispersed team
5
Skills For Application Support Team Lead Resume
- Experience managing contract labor
- Previous coaching/performance review experience
- Healthcare domain expertise and experience working on Millennium solutions is desirable
- Excellent knowledge of MS Windows desktop operating systems (Windows 7, 8 & 10) and business applications suites
- Experience with building knowledge bases
6
Skills For Product Support Team Lead Resume
- Have experience working for a medical PM/EMR/HER software company
- Have medical office experience working with PM/EMR/HER software on a day-to- day basis
- Experience working with Caterpillar dealer network
- Experience in Leading teams or Projects
- Diploma / Certificate in Electrical / Electronic Engineering, IT or appropriate work experience
7
Skills For Remote Support Team Lead Resume
- Experience in managing a team
- Experience troubleshooting iPads and iPhones
- Experience in heating and boiler installations in the field essential
- Preferably experience in a providing customer support
- Previous experience working with a CRM system, preferably Salesforce beneficial
- Experience of managing staff and developing their careers
- Good level of IT literacy, intermediate user of Microsoft Office applications
- Manage and control effective team communication standards with internal stakeholders and customers
- Excellent composure under pressure
8
Skills For Mainframe Application Support Team Lead Resume
- Typically has 1 to 3 years of IT work experience in computer systems or support
- Typically requires 7 or more years of relevant technical and business work experience
- Experience managing and driving projects that improve operational efficiency, customer satisfaction and build a dedicated customer environment
- Strong drive to deliver results while being on a night shift specifically from 10pm to 7am
- Experience supporting cloud hosted applications as well as on-premise applications
- Experience working in Web Based applications in Windows and UNIX environments
9
Skills For IT Operation Support Team Lead Resume
- Experience supporting REST APIs
- Experience supporting Global Exchange Traded Operations systems and end-users
- Strong PC application knowledge including Microsoft Office
- Related experience in client services, account management, interactive or cross-channel marketing
- Experience in IT Support Management, 4+ years of technical background in IT
- Experience in management of 15+ employees
- Good knowledge of ITIL/ITSM concepts
10
Skills For Product Application Support Team Lead Resume
- Experience in 24/7 schedule management
- Experience with any Incident/Problem management tool (such as Zendesk, ServiceNow, BMC Remedy etc)
- Experience in Oracle or other SQL databases with ability to analyze tables, run queries, etc
- Experience with knowledge/solutions databases
- Experience with patient privacy law and regulatory practice
- Experience with SAP Sales fulfillment and SAP BI reports
- Customer contact center supervisory experience
- Supervisory/Leadership experience
- Experience with Keysight Nemo tools or similar highly beneficial
List of Typical Responsibilities For a Support Team Lead Resume
1
Responsibilities For Technical Support Team Lead Resume
- Technical support for clients covering internal and external users: application installation and configuration; user training; resolution of connectivity issues with the BARX GUI; FIX environment monitoring and connectivity issue resolution; FIX environment monitoring and connectivity issue resolution
- Coach, train and develop team members & effectively coordinate team’s activities to meet customer and business needs
- Efficiently allocates incoming requests to the team, prioritizing actions and monitoring team resources so that customer deadlines are met
- Extensive experience of implementing and upgrading major business applications
- Excellent understanding of Medical Industry, and the day-to-day operations of our clients
- Experience in vendor service management, incident management and IT service governance
- Good command of spoken and written English, Chinese (include Mandarin)
2
Responsibilities For Customer Support Team Lead Resume
- Experienced with problem solving including investigation and follow-up
- Develop good relationships with clients
- Develop a strong, in depth understanding of product knowledge, architecture, and solutions
- Demonstrate comprehensive product knowledge to support our associates and clients in personalizing our service to their practice’s needs
- Managing of user and client trading limits
- Working tickets and hit the ground running is important
- Troubleshooting Customer Support Requests
- Providing pre- and post-sales technical support to current and prospective customers, and own Sales organization
- Training FS Agents on the proper procedures of the department and it’s applications (CRM & SalesTrak)
3
Responsibilities For Desktop Support Team Lead Resume
- Willing to work weekends and/or evenings
- Coordinating major and minor incidents with IAM and key stakeholders
- Ensuring compliance with National IT SLAs
- Coordinating root cause analysis and defect resolution with IAM and key stakeholders
- Ensuring that all Incidents are in compliance with security guidelines
- Providing communication to appropriate stakeholders on all IAM incidents
- Developing Support Tools and processes in the French region
- Working knowledge of ServiceNow ITSM toolset
- Constant monitoring of and communication to customers regarding their orders status, shipment planning, documentation and scheduling
4
Responsibilities For Sales Support Team Lead Resume
- Lead a team that is providing world-class technical support for our growing user-base, as well as being an example of exemplary support and service
- Develop relationships and collaborate with engineering, marketing, customers, purchasing, suppliers, and the development team
- MIS management: issue logging; reporting
- Demonstrable track record of testing either from a development or testing perspective
- Log all coaching, side by side, and training sessions in Verint for agent and management review
- Uses quality monitoring data to identify training opportunities on individual and group levels
- Create and Develop a rolling training plan to increase the ability within the L1 Application Support team
- Showcase the ability to resolve synchronization software functioning issues in addition to developing these abilities within your associates
- Common ticket trends - blue screens, outlook issues, office application issues, monitor issues - not getting signals (docking station issues)
5
Responsibilities For Application Support Team Lead Resume
- Identify training needs and issues and provide back-up support and training
- Provide mentoring while maintaining a positive demeanor amongst team members
- First escalation point for ensuring correct and timely invoicing and order entry for own customers and region of responsibility
- Responsible for identifying and escalating breaches of our codes of conduct (SOX)
- Interact with customer responding to technical questions or request for information
- Work with internal engineering team to incorporate customer feedback into product
- Be an expert in all aspects of NuORDER’s products (including both web applications and mobile applications)
- Basic Banking Industry knowledge
6
Responsibilities For Product Support Team Lead Resume
- Holder of IT certificates including MCSE/ MCITP/ CCNA/ ITIL/ PMP is an advantage
- A thorough understanding of the software development lifecycle
- Conduct Side by Sides with agents to identify opportunities during agents calls
- Provide coaching and feedback on the phone for agents
- Review agent support errors and identify coaching opportunities for individuals and/or groups
- Tracks individual agent statistics in Verint, recognizing areas where tips and tricks would be beneficial
- Act as a liaison for communication with customer care, sales management, marketing, product management, quality, regulatory and other relevant functions
- Extensive understanding of applications, application platforms, databases, database platforms, and data security
- Assists supervisor in monitoring schedule adherence and other related activities
7
Responsibilities For Remote Support Team Lead Resume
- Monitors Verint to ensure teams are assigned appropriately and achieving optimal performance
- Providess back- up assistance regarding process and procedures when supervisor is not available
- Responsible for training of newly hired team members
- Maintain and refine the staff rota covering 24/7, 365 support coverage
- Handles escalated support for client inquiries demanding robust knowledge of company's offerings
8
Responsibilities For Mainframe Application Support Team Lead Resume
- Exhibits a proactive and forward thinking approach to support
- Ensure reporting associates act with determination and full ownership to all resolve cases with an importance on first contact resolution
- Identify, monitor, and articulate reporting requirements that are key indicators for success
- Develop and set goals in additional to making plans for their team that assist department goals
- Familiarity with enterprise networking concepts
- Have familiarity with small area networking practices and security protocols
- Places high value on customer success, working with both associates and customers
- Collect ideas and concepts for Loads, CFD, Meteorology & resource modelling tool development
- Work with management in managing daily work assignments and workflow
9
Responsibilities For IT Operation Support Team Lead Resume
- Participate in the resolution of complicated customer requests by interacting with other teams and departments to facilitate and expedite resolution of issues
- Andover - 5000 and increasing to 7000 by middle of 2018
- Ensure the Enterprise Applications team deliver a professional, customer-focused and high performing level of support
- Multi-task and to quickly adapt to a changing environment
- Improved efficiency & alignment of the team with internal KPIs and ways of working
- Coach and development partner for the team members, ensuring continuous team development, engagement and timely resolution of market issues
- Manage and lead the technical support team, covering the range of products in the Honeywell Homes HVAC portfolio
- Provide continuing performance, quality and improvement programs to enhance customer service provided by the support team
- Ensure workload is distributed amongst the team thereby fulfilling customer expectations
10
Responsibilities For Product Application Support Team Lead Resume
- Leads the project planning and requirements phase
- Assists management with monitoring expenses
- BARX GUI user setup and administration
- Account enablement for internal and external clients
- Management and response to client e-mail / phone calls
- Escalation and management of issues passed to 2nd line teams
- Problem management and escalation to both IT and Business groups
- Grow the support team from 30 - 100 + people
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