Technical Support Manager Resume Sample
Perry Leuschke
2884 Jett Knolls,
Boston,
MA
+1 (555) 413 2842
Work Experience
Technical Support Manager
11/2017
-
PRESENT
Phoenix, AZ
- Create uniformity in Opening and Closing script, Signature lines, Work templates and escalation processes to ensure customers that purchase across various BU’s are having an SAS experience
- Lead and communicate on employee engagement actions during team’s operating rhythms
- Strengthen client retention and acquisition by achieving targeted client support metrics and providing the highest level of industry customer support
- Staff management and mentoring
- Successfully complete all assigned projects
- Team support case productivity
- Achieving established support case metrics
- Customer satisfaction as determined through support feedback surveys and other communications
Senior Technical Support Manager
11/2011
-
09/2017
Los Angeles, CA
- Develop and implement practices that measure the effectiveness and performance of the Technical
- Proven ability to resolve customer problems, complaints and issues utilizing appropriate internal and external resources
- Proven technical troubleshooting and fault isolation skills in a multi-platform-system-vendor environment
- Current experience in supporting both hardware and software products, and triaging issues and escalating them to either the hardware or software groups
- Hands on knowledge in operating systems (VMware, Solaris, LINUX, Windows) with emphasis on OS tuning for SANs
- Prior support experience at storage related company desired
- Knowledge of Fibre Channel, IP networking/iSCSI
Workforce Management & Technical Support Manager
05/2008
-
06/2011
New York, NY
- Willingness to work shift work if required
- Demonstrable examples of implementing DevOps best practices and principals
- Significant exposure to operational management within a mission critical environment
- Establish and maintain distributor, end user, other Eaton C-H divisions, and field sales confidence and enhance Eaton Crouse-Hinds’ image by developing a trusting, reliable relationship through quality customer service
- · Directs the efforts of others in the achievement of the strategic and operational objectives of the group
- · Manages the hiring, staffing and maintaining of a diverse and effective workforce
- · Responsible for career development/planning, performance and pay discussions of team members
- · Resolves and directs technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer based satisfaction
- · Responsible for achieving target customer satisfaction levels within the technical support organization
Education
National Hispanic University
2004 - 2008
Engineer's Degree in Computer Science
Professional Skills
- Strong customer support skills with demonstrated ability in effectively dealing with escalated customer concerns
- Strong communication skills and good telephone interpersonal skills
- Strong keyboarding skills. Comfortable navigating systems. Experienced in data entry
- Excellent time management and prioritization skills needed to manage multiple requests with varying levels of importance and criticality
- Proven leadership and team building skills (3-5 years management experience)
- Highly refined management skills, including interpersonal skills
- Strong working knowledge of Excel, Word, PowerPoint, along with excellent verbal and written communication skills
How to write Technical Support Manager Resume
Technical Support Manager role is responsible for customer, technical, interpersonal, english, building, leadership, training, coaching, communications, organizational.
To write great resume for technical support manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Technical Support Manager Resume
The section contact information is important in your technical support manager 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 Manager Resume
The section work experience is an essential part of your technical support manager 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 manager 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 manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Technical Support Manager resume experience can include:
- Effective people management, leadership, and development skills; ability to influence using applied knowledge AND superior people skills
- Demonstrated experience of effectively leading small sized customer / technical support teams
- Prior customer facing role with good interpersonal skills (written and spoken)
- Possessing strong organizational and time management skills
- Possessing Strong communication and negotiation skills
- Effective influencing and persuading skills
Education on a Technical Support Manager Resume
Make sure to make education a priority on your technical support manager 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 manager 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 Manager Resume
When listing skills on your technical support manager 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 manager skills:
- Fluent CZ/SK language skills and good English language skills
- Strong leadership skills and the ability to demonstrate results based on team performance
- Strong communication and interpersonal skills. Oil & Gas experience in relevant product lines
- Very good skills in communicating, persuading, inspiring, developing and motivating are required in order to interact with peers and to management
- Good knowledge and experience of Testing, commissioning and functional validations
- Proven questioning, probing and investigation skills
List of Typical Experience For a Technical Support Manager Resume
1
Experience For Senior Technical Support Manager Resume
- Excellent skills in applying VMS health & safety regulations to job holder‘s work environment
- Strong organizational and problem solving skills with an attention to detail
- Experience managing technical people. Experience in hiring, building, and supervising high performance teams
- Revamp and successfully manage the rotation of the agent’s schedule for 24/7 coverage of multiple language skills while being fair to the agents
- High people management/communication skills
- Delegates effectively to maximize impact
- Forming and maintaining good working relationships with teams of all business functions internally
- Prioritising opportunities by understanding the immediate and future potential of our customers
2
Experience For Manager, Hotel Systems Technical Support Resume
- Identifying common areas of failure in technical fuel equipment and devising effective mitigation or solutions in order to reduce/eradicate failure rate
- Having multiple discipline experience including TCP; DST and Sand Control is beneficial
- Networking certification, or related networking experience
- Travelling in a safe and cost-effective manner to meet and work with a global customer base
- Managing customer expectations through new product introductions and ensuring successful customer retention through excellent account management
- Having the ability to set priorities
- Working experience of windows based IT tools
- Experience developing and maintaining productive work teams and providing ongoing performance management
3
Experience For Workforce Management & Technical Support Manager Resume
- Proven track record of taking ownership, problem solving/conflict management and driving results
- Experience providing training and helping develop other technicians in the past
- Previous experience hiring, training, and ongoing management of team members
- Experience building and leading a technical, customer-facing team
- Experience working managing, or working in, a remote team
4
Experience For Global Technical Support Manager Resume
- Process oriented for repeatable success. Has a proven history in identifying, refining, and improving processes through continuous quality improvement
- Organized: clarifying assignments, prioritizing work and attending to detail to ensure work is done in a timely and quality manner
- Preference for a Master Brewer with experience in a Brewing/Packaging manufacturing environment
- Experience in handling customer issues and understanding the impact of the issue on the customers’ business
- Experience in Handling Difficult Customers Including Executive Escalations
- Proven track record of building and managing successful teams in global environment
- Support Sales Managers with meeting and exceeding Sales Budget for Life Protection EMEA via strong customer support and application development
5
Experience For Global Technical Support & Controls Manager Resume
- Experience managing others or supervising technical teams
- Any experience working directly with customers and keeping share holders happy
- Experience using technical troubleshooting to solve level 1/2 issues
- Manage the day-to-day workflows of 3-5 Technical Support Engineers, including task assignment, bug prioritization, metrics tracking and timely case resolution
- Basic to moderate experience reading and interpreting HTML, CSS, and javascript
6
Experience For Team Manager, Business Technical Support Resume
- Experience working in CRM and ticketing systems (e.g., Salesforce, Zendesk, Jira)
- Experience of applying coaching techniques
- Experience working in a medical, dental and/or laboratory setting
- Experience working with one or more of the following areas: Loyalty Programs, Payment Network Disputes and Adjustments
- Experience working in or managing a regulated environment and systems (TGA/ISO etc) for at least one year
7
Experience For Digital Marketing Technical Support Manager Resume
- Experience in training support tier 1 and 2 on proper troubleshooting known issues and new feature and product releases
- Experience using ZenDesk or similar CRM system for communicating with customers
- Experience in leading teams consisting of 10-15 members
- Managing managers and supervisors and demonstrating management experience required
- Customer service experience working with customers in high stress or ambiguous situations on complex problems, often technical in nature
8
Experience For Technical Support Escalations Manager Resume
- Experience with, or overall technical understanding of
- Proven technical aptitude when learning new solution or technology
- Familiar with Java EE and hands-on experience in open source framework, be familiar with usage and theory in spring, hibernate, ibatis, struts, JSF, and so on
- Can do attitude, think out of the box, proactive, big picture mind-set, willing to contribute with very strong common sense
- Experience required working off-shifts and nights
- Experience managing culturally diverse teams desired
- Experience in working within an Aftersales Customer Service environment required
9
Experience For Executive Technical Support Manager Resume
- Experience scaling a contact center desired
- Fluent in English and German + good working knowledge of French is an advantage
- High level of skill using advanced judgment and initiative
- Meet frequently with customer representatives to validate their support needs are being met
- Experience in supporting a wide range of PC hardware and software, local area networks (LANs), data and voice communication applications
- Experience in roles engaged in customer relations, computer systems, network consulting, and management of both people and projects
10
Experience For AML Technical Support Manager Resume
- High-functioning in a fast-paced environment with multiple priorities
- Demonstrate an understanding of related computer systems and office applications
- Can function in a very political environment that deals with competing priorities
- Establishes and maintains effective working relationships with subordinates, peers and supervisors
- Good understanding of our clients business drivers
- Strong business acumen to drive a strategic vision to grow a product line in a wide variety of environments and meeting our client’s demands
- Prioritizes all open questions, problems and defects within the team and ensures resourcing for quick resolution. (50%)
- Oilfield industry experience in drilling
- Manages a small to mid-sized team consisting of experienced professionals
List of Typical Skills For a Technical Support Manager Resume
1
Skills For Senior Technical Support Manager Resume
- Effective analytical skills, verbal and written communication skills
- Good verbal communication skills and management skills
- Strong interpersonal skills to communicate effectively with vendors, clients, business, and technology partners
- Good leadership with excellent interpersonal skills , stand-out leadership qualities
- Comprehensive customer service skills including proven customer meetings
- Experienced leadership and team building skills
2
Skills For Manager, Hotel Systems Technical Support Resume
- Excellent interpersonal skills, coaching, flexibility, team leader required
- Prior Technical Support Managment experience or proven track record in team leading or managerial role in a fast paced highly technical environment
- Strong communication and influencing skills – ability to build and maintain relationships internally and externally to the business
- Stay well organized with excellent planning skills required
- Strong customer service and service delivery skills
3
Skills For Workforce Management & Technical Support Manager Resume
- Excellent communication and presentation skills (verbal and written communication)
- Excellent organizational, data and knowledge retention, and time management skills
- Good communication skills and the ability to handle issues of high sensitivity
- Excellent overall English communications skills (oral, written)
- Strong collaboration and customer service skills required
- Good self expression, negotiation skills and ability to explain things in a comprehensive manner
4
Skills For Global Technical Support Manager Resume
- Excellent communication, interpersonal, consultative and relationship management skills
- Strong business analysis skills and ability to quickly learn new processes and systems
- Excellent technical support and customer service skills with the ability to coordinate multiple tasks and requests
- Excellent fluent English verbal and written skills (At least one additional European
- Demonstrated competencies in experimental design, oral presentation skills, method development and project management required
- Demonstrated organizational skills and attention to detail required
- Effectively prioritize and perform multiple tasks simultaneously
- Proficient in Microsoft Office tools, with an emphasis on strong Excel skills
- Excellent communications skills with the ability to interface at all personnel levels, both written and verbal
5
Skills For Global Technical Support & Controls Manager Resume
- Strong sales and Technical Support skills
- Strong customer facing and relationship building skills at the executive level
- Strong computer literacy skills with an emphasis on hardware, software installations and use
- Follow management directions with discipline and excellent organization skills
- Develop TSR's skills, capabilities, and effectiveness
6
Skills For Team Manager, Business Technical Support Resume
- Analyzing workload of group and recommending improvements. Continually enhancing the group’s skills around client satisfaction, troubleshooting
- Liaising between the Support and the Sales/Services organization for effectively assigning and managing customer escalations
- Outstanding customer service skills and a VoC focus
- Strong Operating Systems (Unix/Linux) knowledge required and experience working with complex applications and networking solutions
- Experience creating data driven reporting metrics, enhancing the Avalara support experience
- Problem Solving Skills: Being able to work independently to solve internal and external customers
- Valid Driver’s License, clean motor vehicle history, and a driving record in good standing
- Demonstrated experience in building and growing Support delivery teams
- Experience providing technical support to product support teams, field engineers and technicians including 2+ years managerial experience
7
Skills For Digital Marketing Technical Support Manager Resume
- Demonstrated experience driving measurable customer satisfaction and developing successful support teams
- Good in managing team, KPI management and hands on experience for training new hires
- Responsible for providing coaching and assistance to improve leadership management skills
- Manage customer escalations quickly and effectively , learning from mistakes and implementing new procedures to implement lessons learned
- Effectively oversee training and onboarding of new team members
- Experience and proven results in driving or managing change within a large matrixed organization
8
Skills For Technical Support Escalations Manager Resume
- Effectively communicate to internal and external customers at all levels while protecting the company's position
- Top notch troubleshooting skills
- Manage operations skills development strategy and timing
- Technology-related experience; including strong DOCSIS knowledge
- Proven experience in managing multilingual/multi-cultural teams
- Strong technical/analytical experience with SAP Financials, in at least three of the following modules: AP, EX, GL, PO, PC, KK, AM, INV
9
Skills For Executive Technical Support Manager Resume
- Project Management Skills: Being able to manage multiple complex orders and various stages of the order process
- Robust problem solving skills, with the ability to move strategy into action
- Efficient analytical and problem-solving skills
- Technical customer support experience including 2+ years managerial/leadership experience
- Experience in Working with Worldwide Teams, at least 2 years experience in team management
- Highly developed skills in organization, time management, relationship building
10
Skills For AML Technical Support Manager Resume
- Demonstrated ability to establish effective working relationships within a large matrix of stakeholders
- Experience working in SEA, strong knowledge of the local market
- Mentor and develop team members in growing their technical and personal skills
- Responsible for the direct coaching, development and mentoring of team members, helping them expand their skills and promote their career growth
- Specialized Knowledge/Skills Required
- Linux/Unix and Windows skills
- Exhibits managerial leadership skills
List of Typical Responsibilities For a Technical Support Manager Resume
1
Responsibilities For Senior Technical Support Manager Resume
- Good leadership, management and communication skills
- Organizational skills that facilitate efficient and effective problem resolution
- Strong written and communication skills, specifically with the ability to explain and articulate technical issues and guidance in easy to understand language
- Excellent conflict resolution skills with customers, peer managers, staff, and senior management
- Strong Communication skills. This includes but not limited to upward, downward, across, and client focus
- Strong interpersonal, leadership, and sales skills
- Five to seven years’ experience in pharmaceutical laboratory or industrial pharmacy environment with an emphasis on solid dosage formulation and coating
- Customer concerns and priorities perception: ground experience, detection of technical, operational and even contractual stake situations
- Lead project groups that consist of team members with varying skills and knowledge located around the world
2
Responsibilities For Manager, Hotel Systems Technical Support Resume
- Extensive business skills necessary to maximize gross margins and improve operational efficiency
- Previous account management or account executive skills desired, with ability to organize and track multiple projects
- Assist a technical infrastructure provide the tools necessary to complete effectively and efficiently
- Manage highly skilled technicians and ensure their development and training, effectiveness and competence
- Proven energetic leadership, proven capacity, and additional scope of responsibility
- Works well in a team environment and takes advantage of opportunities to leverage the knowledge and skills of the team to solve problems and be innovative
- Proven experience in a service related function
- Effectively manage unexpected situations
3
Responsibilities For Workforce Management & Technical Support Manager Resume
- Design processes and structures to enable the team, and broader Customer Support, to work effectively and efficiently
- Exceptional teamwork, verbal and written communication skills
- Superior customer service skills – Customer Focused
- Significant knowledge of product lines, technical knowledge and customer service skills
- Work reliably and effectively cross functional teams
- Reproduce, document and demonstrate customer experienced issues for escalation to level 3 development support, product or project management and development
- Experience in developing metrics to measure the effectiveness of technical support within an organization and acting on those metrics to optimize performance
- Assisting with QMS and HACCP systems for retail, manufacturing and distribution sites and ensuring effective implementation and review as required
4
Responsibilities For Global Technical Support Manager Resume
- Technical experience developing, testing, deploying, or supporting HPS products
- Good understanding of networking & IT (load balancing, firewalls, security, certificates)
- Experience developing and consuming RESTful web services
- A special focus on a continuously improving user experience, employing advanced data analytics tools and direct customer outreach
- Experienced in developing and leading a team to deliver key business results
5
Responsibilities For Global Technical Support & Controls Manager Resume
- Experienced in developing and leading a team
- Experience with Drupal content management systems, including back-end development of new websites and in training end-users
- Experience using Salesforce.com and SAP for support ticket reporting and management advantageous
- Experienced in developing and leading a team to deliver
- Proven track record of being pro-active on customer accounts and increasing satisfaction
- Experience of managing or leading teams across multiple countries
- Motivate and coach team members, create an ethos of excellent customer service, exceeding customer expectations
- Experience supporting large-scale software or services
- Experience supporting native mobile apps iOS or Android
6
Responsibilities For Team Manager, Business Technical Support Resume
- Experience with OOP concepts and modern programming languages JavaScript, Java, PHP, Python or Ruby
- Experience managing engineers and technicians in the design, development, operation and maintenance of complex electronic systems
- Routine / internal auditing experience
- Actively manage any projects framed around driving customer experience improvement
- Demonstrated competencies in process development and process trouble-shooting required
- Technical and/or procedure writing experience
- Oil & Gas experience in Drilling and Completion Fluids
7
Responsibilities For Digital Marketing Technical Support Manager Resume
- Knowledge of Canvas environment or comparable LMS and experience with learning and/or content management systems
- Experience with LMS integration technologies and strategies, and browser technology (HTML, JavaScript) and diagnosing web applications
- To operate as the subject matter expert in relation to building fabric, and the delivery of M&E maintenance activities
- Previous experience answering Service Desk calls, ticket triage and escalations
- Experience supporting cloud / SaaS-based applications
8
Responsibilities For Technical Support Escalations Manager Resume
- Develop and maintain a strong understanding of Avigilon products
- Experience working in Customer Support leadership roles
- Experience with workforce shift scheduling and a sensitivity to staff work-life balance
- Experience in managing highly complex and multilingual/multi-cultural teams
- Experience in managing highly complex teams
- Strong knowledge of project planning and management concepts, methodologies, tools, standards, and procedures
- Develop and maintain positive working relationships with colleagues, external parties and staff in other departments through effective communication
- Management experience with concentration in service, engineering, or operations
9
Responsibilities For Executive Technical Support Manager Resume
- Extensive experience working in large storage and or software industry is beneficial
- Considerable knowledge and experience with computer tracking tools and systems
- Experience supporting customers within a related or transferable industry [Telematics / Software / IT Solutions]
- Experience using TFS / Jira or bug-management systems advantageous
- People management experience, particularly leading a Asia Pacific organisation
- Experience in leading remote and intercultural teams
10
Responsibilities For AML Technical Support Manager Resume
- Experience leading a global Customer Support organization
- Extensive previous experience of Flight Planning
- Demonstrated success using Kanban or Scrum in a DevOps environment
- Experience participating in Disaster Recovery activities
- Proven track record of employee mentoring and advancement
- Be familiar with Support methodologies and a proven track record of high performing technical service-orientated teams
- Or more years managerial experience providing client services
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