Technical Support Lead Resume Sample
Domingo Ryan
9906 Runolfsdottir Streets,
Detroit,
MI
+1 (555) 344 0009
Work Experience
Technical Support Lead
01/2018
-
PRESENT
Houston, TX
- Experience supporting users on PCs
- Experience in a management or project leadership position
- Experience with administration of digital, voice/data hybrid telephone system telecommunications equipment
- 1 – 2 years’ experience of Windows Server in production environments using command line, networking and security concepts
- 1 – 2 years’ experience of Sybase, Oracle and/or MS SQL experience
- Experience with NOC tools including ticket systems and monitoring systems and strong understanding of SLA’s
- A+, Cisco, CCNA, JNCP, MEF, and Microsoft certifications are encouraged
Technical Support Lead East Africa
02/2012
-
09/2017
Chicago, IL
- Leveraged as an expert to assist with the progressive life cycle of a problem until resolved
- Ensure the integrity and accuracy of information associated with problems (and/or System Defects) are appropriately logged in the central repository by team members
- Manage the facilitation of Root Cause Analysis (RCA) efforts (ensuring proper prioritization of problems, identification and validation of RCA findings) and document and identify work-arounds
- Performs investigations for out of specification results
- Proficient in common computer software applications
- Own the overall support process and provide technical expertise to support large scale enterprise Power PLM application developed using Dassault’s 3DExperience suite
- Own and be accountable for Application and platform SLA’s against operational commitments, effectively balancing different, competing objectives
- Identify systemic application issues, perform root cause analysis, apply corrective and preventive actions
Technical Support Lead-retail
01/2007
-
12/2011
Philadelphia, PA
- Align with organization’s strategy and closely engage with business stakeholders to ensure our organization delivers value to the customers and maintains the appropriate level of competency
- Provide extended hours support when needed
- Own the overall support process and provide technical expertise to support large scale enterprise Power Generation PLM application developed using Dassault’s ENOVIA V6 suite
- Carry out management responsibilities in accordance with the organization’s policies, procedures, and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems
- Under limited supervision, provides technical support to customers who are having problems using advanced company products and services
- Anticipates and prevents, to the extent possible, problems and roadblocks before they occur
- Applies judgment in analyzing and resolving problems. Acts on behalf of supervisor when required. On call after normal business hours to support customers and team with escalating service impacting issues
- Prioritizes and schedules work of advanced technical support teams
Education
University of Sioux Falls
2001 - 2006
Engineer's Degree in Business Administration
Professional Skills
- Strong technical skills, analytical skills and non-technical problem solving skills
- Excellent writing and image editing skills, strong attention to detail
- Excellent written and verbal communication skills and a proven ability to manage challenging customers
- Soft Skills important - ability to demonstrate and articulate how a solution operates in front of a client
- Excellent technical problem solving skills of varying complexity
- Strong organization/project planning, time management and change management skills
- Strong collaboration skills; Ability to build productive relationships with Business and stakeholders
How to write Technical Support Lead Resume
Technical Support Lead role is responsible for customer, troubleshooting, java, mac, training, technical, leadership, mainframe, integration, procurement.
To write great resume for technical support lead job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Technical Support Lead Resume
The section contact information is important in your technical support 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 Technical Support Lead Resume
The section work experience is an essential part of your technical support 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 technical support 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 technical support lead position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Technical Support Lead resume experience can include:
- Support the AM Team to develop the client technical architecture strategy and roadmap, helping to identify opportunities to upgrade, modify or add products so that they meet customers’ needs more effectively
- In conjunction with Advanced Professional Services (PS), participate in the Service Take On (STO) process for new customers, or take on of existing customer’s new products/services, ensuring that environments are in a fit for purpose state, and that all relevant documentation is complete and ready to be taken into Operations
- Support the Change Advisory Board process by being the Client’s expert technical representative and feeding back on any outcome of changes raised and implemented
- Proven leadership skills and the ability to focus on team responsibilities in addition to own tasks
- Networking and troubleshooting skills on both Windows and Mac Operating Systems
- Experience working experience with developing and updating, knowledge management / standard operating procedures documents
Education on a Technical Support Lead Resume
Make sure to make education a priority on your technical support lead resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your technical support 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 Technical Support Lead Resume
When listing skills on your technical support 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 technical support lead skills:
- Strong facilitation, meeting/workshop management, change management skills
- Demonstrated ability to develop technical knowledge and customer management skills of junior engineers
- Excellent verbal and written communication in English and presentation skills with MS office proficiency. Mandarin proficiency is beneficial
- Expert troubleshooting skills for web and mobile
- Customer interaction and training skills
- Self-sufficient in computer/networking skills necessary to analyze and summarize data
List of Typical Experience For a Technical Support Lead Resume
1
Experience For Technical Support Lead East Africa Resume
- Ensure that all phases of Desktop support, including installations, upgrades, hardware, software, peripherals, etc. are properly coordinated, monitored, tracked, and resolved
- Perform complex and escalated troubleshooting and problem resolution for all types of the IT infrastructure as assigned — hardware, software, telecommunication, business application, customer connectivity, etc
- A proven functional/technical professional with 5+ years experience in Level One, Two, and Three technical support functions, programs, and teams
- Energetic and self-motivated individual with ability to work effectively and cooperatively in a complex organization
- Experience with creating staffing, scheduling, forecasting plans
- Experience with programming/scripting languages (PL/SQL, Python, Java, JavaScript etc)
2
Experience For Technical Support Lead Algeria & Tunisia Resume
- Experience with the technologies that power websites: HTML5, CSS, JavaScript, Networking, and AWS
- Desktop Support Manager or IT Supervisor experience in an enterprise environment (10,000+clients)
- Monitor metrics to understand severity of incoming and/or pending issues and align priorities accordingly
- Experience with Operational Excellence approaches
- Strong interpersonal, team oriented
- Excellent agronomy knowledge
- Managing service requests and incidents for all Help Desk requests submitted by staff worldwide
- Traveling domestically and internationally to provide onsite technical support
3
Experience For Technical Support Lead-retail Resume
- Troubleshooting problems with Windows based and Mac workstations, custom applications, email, network and peripheral equipment
- Planning and excution of the assigned tasks
- Understanding of ITIL / Configuration Management
- Documenting extended downtime UMs through A3 to improve line robustness
- Aligning Best Practice on sites
4
Experience For Technical Support Lead-mendeley Resume
- Networking and coordination
- Knowledge of Windows networking fundamentals including routing, TCP/IP, DNS & DHCP
- Lead equipment upgrade and update efforts including integrating new hardware and software components into the existing architecture
- Develops new alerts and monitoring techniques based on engineering requirements
- Clearly document customer issue history and issue resolution for call tracking, reporting, and knowledgebase creation
- Take ownership of technical operations – documenting issues and risks around timeline and deliverables - escalating to leadership as appropriate
- Providing technical direction, escalation and mentoring in a technical customer services environment
- Involvement in designing complex storage services solutions such as cloud backups, file sharing and Disaster Recovery
- Adheres to existing ISO certified delivery processes while continuously reviewing opportunities for improvements and efficiencies
5
Experience For Propulsion Technical Support Lead Resume
- M&A involvement including due diligence, migration planning and integration of people and technologies
- Ownership of spares inventory for line working with team to identify gaps / audit holding, improvements and updates on spares recommendations
- Expertise in creating training materials and documentation
- Develop detailed technical Knowledge management documentation and standard operating procedures to perform various responsibilities
- Integrates solutions with other applications and platforms based on engineering requirements
- Increase Service program penetration by supporting service and cross functional teams as needed
- Maintain knowledge of the environments operating systems, standard applications, and computer hardware solutions
- Pre-meeting conference room setup and support of audio / visual equipment as needed
- Production support lead contact including escalation of issues to the vendors and/or internal partners
6
Experience For Test Technical Support Lead Resume
- Technical Leadership for engineers providing end-to-end (L1 - L3/L4) Support to customers for Nokia Digital Intelligence suite of products
- Provide oversight for operational platforms – including but not limited to issue triage, incident management, remediation, and customer communication
- Achievement of Customer Satisfaction Targets measured through scoring and feedback
- Feedback from key stakeholders (Service Desk, Engineering, VIP’s)
- Establish sound networking with the commercial and RD Team
7
Experience For Power Generation PLM Technical Support Lead Resume
- Working in a technical capacity within the IT industry
- Thin Client(Citrix) and direct IP Printing
- Enable replication and debugging of issues to verify product related bugs
- Technical & non-technical leadership and mentoring of Support Engineers
- Technical leadership and mentoring of Support Engineers
- Lead and oversee day-to-day operations to include delivering to SLAs and end-to-end quality targets. Ensure that team is resourced to meet response time SLAs
- Manage team resources and capability to meet varying complexities of customers’ requirements
- Provide guidance and assistance to employees to ensure they are successful in meeting objectives
- Help in the planning and design of processes for support teams that streamline work to maximize output and simplify systems and work practices
8
Experience For Iewtpt Technical Support Lead Resume
- Evaluate risks and define approaches for managing issues
- Accountable for delivering value added services to customers with established levels of quality and speed
- Work with the TPM Engineering team to become SME on line, hands on
- Be comfortable with change and actively driving improvements
- Providing 2nd and 3rd tier technical support for all IT Help Desk services including application support, desktop support, multimedia support, and network connectivity support
9
Experience For POS Technical Support Lead Resume
- Performing hands-on fixes at desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
- Identifying and learning appropriate software and hardware used and supported by the organization. Providing training and knowledge transfer to Help Desk Technician I and II
- Providing 3rd tier support for all multimedia technology and conferencing software
- Providing desktop architecture for both PC and Mac platforms
- Peer mentoring of Help Desk Technician I and II staff
- Assisting project and in-country staff with researching and selecting the most appropriate and cost-effective vendors for in-country IT and communications services
10
Experience For Power PLM Technical Support Lead Resume
- Acts as the technical liaison between operations teams, engineers and architects, providing critical operational insight to upcoming implementations and strategies, including validation of ongoing solutions supportability
- Drive automation and process standardization into large, complex initiatives – including UCS firmware upgrades and VMware Host Automated Modernization
- Develops enhanced production monitoring and additional capability
- Communicates events to stakeholders, IT teams, and leadership
- Leads or provides technical direction
- Works with project teams to understand business needs
- Reviews and certifies support documents
- Recommends changes/enhancements for improved systems availability, reliability, and performance
List of Typical Skills For a Technical Support Lead Resume
1
Skills For Technical Support Lead East Africa Resume
- Proven working experience with developing and updating, knowledge management / standard operating procedures documents
- Proven experience delivering and supporting IT Infrastructure projects
- Experience of experience managing large rollouts and mass deployments of PC / Mac desktops and laptops
- Strong Operations and Deep level Support experience
- Java and or .Net skills to perform deep level technical support
- Proven track record in being a good team leader
2
Skills For Technical Support Lead Algeria & Tunisia Resume
- Work effectively with other teams/departments within MicroStrategy
- Experienced and proven 2nd / 3rd line support in a service driven industry or Pre/Post Sales support at a similar competitor organisation
- Someone with proven Technical/People Management experience is highly desired
- Good experience of VDI platforms and supporting remote desktop users
- Experience of Desktop Support Manager or IT Supervisor experience in an enterprise environment (10,000+clients)
- Interpersonal skills to routinely interact with clients, face-to-face and over the telephone
- Setting Priorities for resource intensive requests and incidents
- Experience of building and troubleshooting Windows desktop operating systems, up to and including Windows 10
3
Skills For Technical Support Lead-retail Resume
- Working experience with developing and updating, knowledge management / standard operating procedures documents
- Extensive experience in a demanding customer facing technical support role in a large multi-region enterprise environment
- Hands on MAC OS, Networking and troubleshooting experience required
- Experience with troubleshooting IT issues
- Experience managing large rollouts and mass deployments of PC / Mac desktops and laptops
- Provides innovative solutions that improve the efficiency of effectiveness for supporting our converged infrastructure environment
- Experience administering a centralized Anti-virus security platform
- Experience administering Google Message Discovery
- Experience administering a Mobile Data Management system
4
Skills For Technical Support Lead-mendeley Resume
- Demonstrates the ability to grasp and apply advanced analysis concepts to solving problems
- Develop detailed technical Knowledge management documentation and standard operating procedures for the group to operate
- Excellent knowledge of Microsoft Office 365 suite of products and services
- Knowledge and hands-on experience configuring and/or installing the specified product
- Create detailed technical knowledge base documentation and standard operating procedures for the group to operate
- Experience setting up Service Level Agreements, measuring performance, and achieving SLA goals
5
Skills For Propulsion Technical Support Lead Resume
- Experience with onboarding and training new hires
- Experience with administering phone, ticketing, or chat systems
- Experience setting up KPI dashboards and reporting out metrics for business Line of Sight
- Experience mentoring employees and collaborating on career development plans
- Incident Management Experience in 24x7 environment
- Typically 5~10 years experience
6
Skills For Test Technical Support Lead Resume
- Experience with Project Management concepts
- Managing diverging priorities across demanding business teams simultaneously
- Solid theoretical understanding of physics and electronics to enable problem solving of complex system and application issues
- Resolution of customer issues involving code error diagnosis, debugging, validation, and root cause analysis
- Demonstrated mastery working with internal stakeholders solving complex problems and production systems issues
7
Skills For Power Generation PLM Technical Support Lead Resume
- Fluent in SDLC best practices including experience in applying in regulated business areas and processes
- Experience and Understanding of SQL/PL SQL in ORACLE and/or Sybase
- Experience and Knowledgeable of Java, C++, Visual Basic, Unix and any other specified or required programming languages
- Experience of working within a managed print service environment
- Experience as a Technical Support Engineer with performance goals met consistently in that time
- Financial Services industry experience (Preferably level 2/3 System Support or have a Development background)
- Experience in a supervisory/manager role
- Post graduate in Agriculture with good knowledge of Agronomy
8
Skills For Iewtpt Technical Support Lead Resume
- Hand's on EDS, EBSD, uXRF, WDS etc. instrumentation experience is beneficial
- Experience with an Enterprise ITSM suites
- Experience with Active Directory and GPOs/GPPs
- Strong focus on customer value creation - ownership of outcome, not effort
- Experience of supporting Apple Mac devices (iOS and MacOS)
- BSc/Diploma or equivalent experience required
- As a Desktop or Infrastructure Support Lead experience in an enterprise environment (10,000+ clients)
- Service Desk or Desktop Support experience for both PC and Mac required
9
Skills For POS Technical Support Lead Resume
- Experience with Windows 2003/2008 and Unix Servers
- Experience with Active Directory and Print Server Management
- Experience with Google Enterprise Mail
- Corporate experience in technical support
- Experience in Release and Changes Management
- Mentoring and training a TECDP associate on Global x86 technologies. This effort leads to the TECDP becoming a key contributor to the Operations support team
- Working knowledge of Agile software development practices including: Scrum, QA, and Release processes
10
Skills For Power PLM Technical Support Lead Resume
- Identifying and resolving country-specific technology issues as part of project start-up
- Working with senior IT staff to ensure consistency and compatibility while advocating for the needs of the remote offices
- Providing indirect supervision and training to other IT support staff in the remote office
- Providing supervision and training to tier 1 IT support staff in the Washington D.C. office
- Providing basic end user training on hardware and software
- Challenging projects that impact consumer safety across every aisle of the grocery store from pre-packaged salads to the ice cream
List of Typical Responsibilities For a Technical Support Lead Resume
1
Responsibilities For Technical Support Lead East Africa Resume
- Accountability for results surrounding operational platforms, production issues/outages, and system maintenance in a high-performing Global Operations team
- Partner with IT to enable required functionality and technical capacity/capability – driving our agenda as opposed to being a passive recipient
- Familiar with computer installs and imaging
- Perform training for customers, channel partners and act as a mentor for field engineers
- Relevant product knowledge or, if lacking, a verified ability to learn new concepts quickly
2
Responsibilities For Technical Support Lead Algeria & Tunisia Resume
- Lead a team of technical support resources with a focus on personal development and coaching to achieve outcomes and grow our organisational capability
- Support the delivery of projects through all phases of the SDLC by providing input from a technical support perspective
- Tech support lead directly Manage a key state/territory in rendering support to the business
- Defines improvements for increased system reliability and performance
- Maintains, monitors, and supports the infrastructure environment and/or facilities
3
Responsibilities For Technical Support Lead-retail Resume
- Leads enterprise base work initiatives and projects
- Converged Technical Support lead for existing and emerging converged infrastructure platform including our emerging Cotton platform and Infrastructure monitoring tools like Log Insight Manager, Splunk and vRealize Operations Manager
- Drive process improvements and efficiencies for the ongoing support for this environment
- Develop processes and procedures as well as lead the execution of complex upgrade activities
- Partnering with Infrastructure Engineering and Capacity Teams to provide insight and remediation plans for capacity issues and Infrastructure improvement opportunities
- Mentoring existing team members, as well training and knowledge-transfer for x86 technologies. This training and knowledge transfer provides team members to become a Technical lead for the x86 Platform Support team
- Mentoring existing coworkers, including TECDP associates, as well training and knowledge-transfer for UCS, VSphere, and Infrastructure Monitoring and Log analytic technologies
4
Responsibilities For Technical Support Lead-mendeley Resume
- Capable of driving the planning and execution of complex platform upgrade activities involving multiple technology organizations
- Comfortable presenting to IT Engineering, Technical Support leads and management
- Understands REST methodology and interfacing with vendor APIs, particularly VMware, Cisco, HP, Zerto and Lenovo
- Provide technical assistance and training to system users as well as peers
- Reports to the manager responsible for Technical Support of our UCS and VMware platforms
- Analyze and troubleshoot software, hardware and connectivity issues and recommend and implement corrective solutions
5
Responsibilities For Propulsion Technical Support Lead Resume
- Understand & articulate root cause on customer issues; proactively provide advice to prevent future service incidents
- The ability to maintain and manage internal inventory and assets
- Provide input on processes and Technology roadmaps
- Advanced knowledge with Exchange, Active Directory, Software Distribution Systems, and related technologies
- Become system level expert on Bruker Nano Analytics Instrumentation and associated applications
- Perform system installations, onsite repairs, provide basic/advanced applications trainings to the end customers and to the partner engineers
6
Responsibilities For Test Technical Support Lead Resume
- Provide advanced technical troubleshooting support to the team members and partner engineers across the region and be the travel expert for the region as needed
- Support Asian team and co-ordinate install/service related visits, manage escalations and regional customer care centre, and assure consistency of performance standard within the region
- Prioritize and escalate problems as required to the appropriate IT teams
- Take ownership to implement business processes to improve efficiency of the team and to have clear customer records
- Monitor KPI's as needed and publishes monthly & quarterly reports
- Provisions, installs, configures, and maintains end-user desktops, laptops and Apple devices
- Collaborate with other IT teams as needed to determine and resolve issues
- Actively monitor work queues for timely completion of customer requests
7
Responsibilities For Power Generation PLM Technical Support Lead Resume
- Familiarity with SharePoint and Google Apps
- Familiarity with end user technologies (i.e. Phones, iPads, Android based phones)
- Support lead contact for Incident, problem management and change management
- Provide technical guidance / input and coordination of support activities
- Act as a point-of-contact and engage in Enterprise Command Center (ECC) calls when an application outage occurs and responsible for communication and vendor engagement
- Manage and participates in on-call support
8
Responsibilities For Iewtpt Technical Support Lead Resume
- Coordinates and manage change and release management activities such as creation of change orders
- Accountable for managing tickets, issues and vendor support cases by facilitating review meeting, triaging the issues and help troubleshooting and getting a resolution to the issues
- Identifies systems and technical constraints, potential technology risks, issues and resolution, and document possible mitigation strategies for high complexity projects
- Understands the technical details, integration, and functions of multiple applications, hardware, and/or software within a team. Executes and enforces best practices
- Creates the high-level technical designs for moderate complexity projects and difficult maintenance efforts by analyzing and tracing designs to requirements (business, functional, and nonfunctional) and systems architecture; creates design documents and maintain design artifacts
9
Responsibilities For POS Technical Support Lead Resume
- Assist in configuration and development
- Develop and/or confirm detailed estimates for high complexity projects; monitors, documents and communicates the technical progress of the project
- Perform complex and escalated troubleshooting and problem resolution for all types of the IT infrastructure including desktop hardware, software, telecommunication, business application, customer connectivity, etc
- Carry out line management responsibilities including hiring, team development and training, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems
- Manage and encourage new ideas from employees to foster improvements through innovations
- Act as the single point of contact to the customer for timely and satisfactory resolution of a wide variety of technical issues/queries for the assigned product line(s)
- Have fundamental knowledge of assigned product lines, their associated configuration installations, and/or follow established escalation paths to support appropriately
- Support Sales and Services team in providing technical advisory to customers and promote Services offerings to help customers achieve their needs
10
Responsibilities For Power PLM Technical Support Lead Resume
- Involve in certification and audit of channel partners
- Be primary point of contact for a production issue management protocol; with a notable focus on internal and external communication (status updates, root cause analysis, remediation plans, etc.)
- Act as the liaison between the team, leadership, and other key stakeholders
- Ensure technical documentation is kept up to date (process diagrams/documentation, technical documents, etc.)
- Knowledge of software development and support methodologies– Waterfall, Agile, ITIL etc
- 2 – 4 years’ experience working in a cross-functional team environment that includes Technical Support, Developers, SAs, DBAs, Systems administrators, etc
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