Technical Support, Senior Resume Sample
Graham Gleason
98280 Keebler Road,
Houston,
TX
+1 (555) 428 1972
Work Experience
Technical Support Senior Engineer
08/2015
-
PRESENT
Phoenix, AZ
- Challenge and drive team to operational excellence while facilitating personal growth within the organization
- Develop capability of senior level direct reports
- Attract, develop, and retain high performing teams in all areas within the region
- Demonstrate an ability to build and develop teams across a wide geography and a culturally diverse organization
- Dedicated liaison between Avaya and clients to improve service delivery and client satisfaction
- Support customers expansion projects and move/adds. Provide technical design assistance, evaluate risk and impact of projects and customer changes and identify service implications
- Management of day-to-day problems and break/fix incidents for technical or operational issues to ensure timely resolution
- Health Check Reports, including Software / Firmware review and End of Life
Technical Support Senior Manager
06/2010
-
02/2015
New York, NY
- Monitoring, measuring and improving overall customer satisfaction through process improvement, resource improvement and other steps, either directly or through escalation
- Develop excellent knowledge and understanding of the customer’s infrastructure and Voice technology (Including Adjunct / 3rd Party) and how they integrate into the clients environment and business processes
- Possess and maintain a clear understanding of key customer service entitlements
- Monthly Service and Availability report and Fault Case review
- Management, technology and customer support experience
- Relevant knowledge of software, computer and network systems
- Proficient in CRM and KCS tools and processes
Technical Support Senior Director
09/2003
-
12/2009
Chicago, IL
- Past experience supporting cloud/SaaS based applications
- Provide operational leadership for the Technical Support and Operations initiatives for Japan
- Budget management to ensure Opex is within guidelines
- Manage multiple, parallel priorities to ensure on-time and on-budget delivery of projects
- Monitor effectiveness of policies, practices and processes to determine efficiency and effectiveness, recommend change and drive corrective actions where necessary
- Regularly interacts with major customers and channel partners. Interactions frequently involve special skills including effective negotiation and managing escalations
- Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe
- Works with product development teams and senior designers on complex projects to develop architectural requirements to ensure client satisfaction with product. Works with third party vendors to develop software and/or integrate their software into the company's products
- Installs and evaluates new technologies and software/hardware solutions to determine feasibility and desirability of incorporating their capabilities within the company's product
Education
University of Florida
1998 - 2002
Bachelor's Degree
Professional Skills
- Strong personal computer and business solutions software skills and skills in application administration, design and architecture
- Excellent written, presentation, and verbal communication skills with experience communicating complex, technical concepts to all levels
- Prior Technical Support experience or proven track record in system administration
- Strong customer facing and communications skills
- Creative and strategic thinker, with the skills, experience, and passion to scale, with efficiency, our technical support department
- Skills development including leadership, learning on the fly and customer service
- Computer skills to include knowledge of software programming and database applications
How to write Technical Support, Senior Resume
Technical Support, Senior role is responsible for technical, software, design, architecture, database, travel, training, integration, procurement, purchasing.
To write great resume for technical support, senior job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Technical Support, Senior Resume
The section contact information is important in your technical support, senior 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, Senior Resume
The section work experience is an essential part of your technical support, senior 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, senior 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, senior position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Technical Support, Senior resume experience can include:
- Experience working in the support field and direct customer interactions. Strong technical knowledge and Software Design experience with Avaya’s Unified Communications product portfolio including but not limited to
- Influencing skills - customers, internal management and peers
- Knowledge -Two of the competencies with a solid understanding of the following
- Strong knowledge of Windows operating systems and networking (TCPIP, DNS, LDAP, WMI, ASP, DCOM) preferably from a system administration background
- Experience of Lotus Domino Development and using the Designer Client
- Experience in using the SharePoint Designer
Education on a Technical Support, Senior Resume
Make sure to make education a priority on your technical support, senior 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, senior 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, Senior Resume
When listing skills on your technical support, senior 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, senior skills:
- Strong knowledge/experience with SIP protocols
- Exercise strong Relationship Management in order to build strong customer partnerships and continually improve service delivery results
- BS in IS/MIS/CS or related technical field or proven equivalent experience
- Experience in managing technical support & operations globally, navigating and communicating with customers to achieve shared wins
- Enable the business to scale while improving key performance indicators impacting their efficiencies and improving overall customer experience
- Real world experience managing or supporting in the IT industry with relevant certifications and degrees
List of Typical Experience For a Technical Support, Senior Resume
1
Experience For Technical Support Senior Engineer Resume
- Collaborate with other functional areas to provide a seamless, comprehensive, and exceptional experience for our customers
- Professional experience in technical support management
- Provides direction related to staffing strategies and forecasting
- System administration of the Active Batch enterprise scheduling software
- Use the requirements supplied by the Systems Analysts and other IT Teams to develop and test Active Batch processes of varying complexity to automate processes
- Train IT staff on processes and create training material and schedules to support it
- Aura Communication Manager, Aura Session Manager and System Manager
- Technical working knowledge and experience with Session Initiation Protocol. Strong written and verbal communication skills, High tolerance for stressful situations, Innovation and creativity in problem resolution. Knowledge and experience with Avaya’s Contact Center portfolio
- Experience working with appropriate programming languages, operating systems, hardware and software to understand product line software and hardware. Maintain detail records of work sites and site logs
2
Experience For Technical Support Senior Manager Resume
- Monthly: Setup monthly One on One’s with each team member, focusing on the following
- Responds to customer technical problems/issues related to Hardware, software and networking via phone
- Approximately 80% of job entails resolving low complexity customer issues and 20% of job entails collecting information and transferring customers to other departments
- Ensure our teams’ success in delivering on our responsiveness and resolution promises
- Escalate more complex customer technical issues to tier 1 technical support
- Provide leadership, direction, and management to achieve business growth, increased efficiencies, scalability, and expense optimization
3
Experience For Technical Support Senior Specialist Resume
- Process and utilize feedback data from customers and employees to drive continual improvement activities needed to achieve department strategic goals
- Benchmark against competition and continually develop, implement, and achieve operational metrics and service level metrics
- Participates with Company executives and senior managers to establish strategic plans and objectives
- A positive, people-oriented, and energetic attitude
- Work across teams to influence change and drive deliverables
- Analyze and enhance current processes through the implementation of best practices
- Knowing the right venue, right time, and right moment communication skills to effectively lead teams dealing with resolution of complex technical issues with peers, Engineers, Operations and Management
- Provide Top Tier technical support for the field support organizations (IR Direct, IR Customer Center's and Distribution) and directly to customers as required via phone, emails and customer site visits
4
Experience For Technical Support Senior Director Resume
- Mentor Tech Support team members to enhance the professional and technical skills
- Compile technical bulletins, fault trees and troubleshooting guides to ensure field personnel have access to latest updates and reference data. This includes contributing to the Knowledge Base to improve field connectivity in effective troubleshooting, through all modes of multimedia
- Engaged in New Product Development activities such as design and reliability, field trial testing / feedback, field upgrades training / technical support capability on new technologies
- Support contact management capability for high cadence interaction with IR authorized field technicians in support of resolving complex product and system issues impacting our customers
- Active involvement in the weekly global QRMSa meeting on issues escalated as a result of known field issues related to undesirable repetitive quality and reliability trends
- Presentation skills – customers, channel partners, internal senior management and peers
- To lead calls for Master Technicians on field experience and feedback
5
Experience For IT Application Technical Support Senior Associate Resume
- Subject Matter Expert (SME) and champion for a designated line of air products
- Coordinates and participates in the activities of global expertise network leaders to drive TechDirect knowledge management execution; improve technician effectiveness with faster access to solutions and knowledge base
- Scope & Dimensions: Fiscally responsible for equipment valued around $1,000,000+ USD. 50% Reliability / Projects, 30% Training, 20% Phone (Phone Calls 5-20, Escalated Issues 10-20 Per day)
- Experience in technical work environment. Experience and ability to work effectively acting on own initiative with minimal supervision requirement
- Work does involve confidentiality to prevent potential exposure to claims against the company either legally or financially
- Solid Leadership skills, communication & motivation skills, able to build strong internal & external relationships the development of team capabilities. Experience of supporting teams and projects
- Self-motivation and ability to make and defend complex decisions
6
Experience For Technical Support Senior Resume
- Participate in Technical Support ‘on call’ rota supporting daily incoming calls and emails into the department, work with colleagues to maintain adequate cover throughout each day
- Manage own call list for open calls, regularly updating progress and ensuring resolution of issues before closure
- Maintain awareness of open calls, ensuring that where necessary escalation is made to Senior Technical Support team for management of sensitive commercial or complex technical issue
- Efficient management of time to ensure resolution or escalation of customer issues in effective timeframes, where additional time is required ensure full accountability for requirement is discussed with manager
- Support of international Technical Support colleagues through call escalation process, proactively looking for opportunities to up skill international colleagues
- Resolve customer’s hardware and software problems that arise from mainstream applications including 3rd party operating applications
7
Experience For Server Technical Support Senior Manager Resume
- Carryout customer site visits to resolve, support customers through their technical issues
- Creation of and distribution of structured Trend technical documents, to both internal and external customers - i.e. Trend Confidential, Dr T
- Escalation of Trend product/system issues to R&D department by utilisation of internal product issues procedures – i.e. Trend Product Issues Escalation and MOSCOW databases
- Provide technical support to Trend international customers, when required assist in local resolution of these issues
- Participate and contribute to team meetings and other company meetings across the Honeywell organisation
- Where required support of Trend’s New Product Introduction though BETA introduction programmes
- Timely resolution of Trend product issues for customers
8
Experience For Data Center Technical Support, Senior Resume
- Trend Technical Support seen as best in class
- Champion of product quality
- Accuracy of progress on customer issues
- System administration of Globalscape and MoveIT, enterprise secure file transfer applications
- Assist in analyzing the SQL packages to ensure they are effectively coded for automation in Active Batch. This includes making technical recommendations to improve performance or operational functionality
- Manages communication with the vendor technical teams ensuring standards are documented and followed
9
Experience For Technical Support Senior Associate Resume
- Validates when application upgrades and patches are required, tests the new packages, plans production deployment, verifies the success of the deployment and manages the post deployment support
- Implements backup/recovery process in conjunction with the storage team
- Participates in root cause analysis for Active Batch and sFTP incidents and service requests
- Analyze, diagnose, and resolve system errors, malfunctions, mis-configurations and job stoppages to maintain services, enhance capabilities and prevent system outages
- Data gathering for trend analysis of the systems to aid in long term performance and infrastructure needs
10
Experience For Software Technical Support Senior Resume
- Responsible for the health monitoring of SFTP and Automated SSRS and Active Batch job schedule changes
- Train and support 24/7 monitoring technical support on Active Batch support features
- Manage technical support on call schedule
- Above all else - great attitude, passion, collaboration, and communication (spoken & written)
- Understand IT infrastructure and different application architectures
- Process-oriented mindset and ability to change/adapt quickly. Not afraid of change
- Willingness to be available after hours
List of Typical Skills For a Technical Support, Senior Resume
1
Skills For Technical Support Senior Engineer Resume
- Good communication skills to communicate with customers, support
- Possess insatiable appetite for learning; continuously pursuing new skills that add value to the team’s knowledge base
- Demonstrate excellent ability to support, review, analyze, and evaluate various systems operations
- Effectively present information in a variety of delivery formats
- Effectively manage change, with capacity to coach and guide teams through it
- Demonstrated success in developing and/or delivering technical support through multiple contact channels including web, phone, chat, self-serve
- Experience in using SAP for procurement
- Organize and prioritize multiple ongoing projects
2
Skills For Technical Support Senior Manager Resume
- Managing teams in support functions, operations, or related supervisory/managerial experience
- Knowledge/experience with the healthcare industry (CPS/EMR Product)
- VMWare / Virtual Server technology experience
- Experience as Technical Support Engineer
- Experience with Desktop Support/Customer Support (Tier I or II)
- Messaging Fundamentals including mail routing, connectors, interoperability with foreign systems
3
Skills For Technical Support Senior Specialist Resume
- Operating Systems: Windows 2008, 2012, 2016
- Messaging: Microsoft Exchange 2007, 2010, 2013, 2016 and Office 365
- Networking: TCP/IP, Cisco phone systems, Networked Printers and Cisco VPN
- Improve productivity by highlighting opportunities and recommending changes in tools, training, processes, reporting, and employee engagement
- Well-rounded business professional with a passion for creating, sharing, and using customer data
- Manage hardware asset tracking system (AssetTrack from AMI) utilizing barcode and RFID technology
4
Skills For Technical Support Senior Director Resume
- Capability to establish credibility quickly by following up and taking initiative
- An in-depth understanding of different messaging and collaboration systems, in particular Lotus Notes, Groupwise, Office 365 and Exchange
- Familiarity with debugging tools/techniques (eg. WebEx)
- Identify savings opportunities for renewals, software licensing, and services. Follow through with vendors to obtain identified savings
- An in-depth understanding of SharePoint server administration
- Aptitude and interest in learning new technologies
5
Skills For IT Application Technical Support Senior Associate Resume
- Remote connectivity applications: RDP, MS Lync, Webex, Video Conferencing Systems, such as Tandberg
- Mastery of Large (above 500 HP) Industrial Air Reciprocating compressors
- Quickly adapt to a changing environment, flexible and open-minded
- Able to work with minimal direction while solving complex problems in creative ways
- Lead department and inter-department planning and management teams and works cross-functionally to improve processes within the organization
- Tier 3 Support (SME) for the following Unified Communications Cloud related areas
6
Skills For Technical Support Senior Resume
- Provide a high level of problem solving in a technical support role. Regularly takes lead on quality / reliability issues and projects
- The position requires travel both domestically and internationally including weekends as required, approx. 15% of time
- Able to work in a fast pace work environment
- Directory Services: Active Directory
- SharePoint Server: 2010, 2013, 2016
7
Skills For Server Technical Support Senior Manager Resume
- Creation of key initiatives that drive Departmental efficiencies or increase customer delivery
- Ensure that HW/SW maintenance and support renewal contracts are managed/handled/ordered in advance of their expiration
- Formulates and implements processes, procedures and systems for tracking and analyzing software, hardware, and equipment from requisition through retirement to support the asset management lifecycle
- Experience with SQL Server 2005/2008/2012/2014
- Account for the IT assets throughout the enterprise utilizing tools to manage all assets within the organization and affiliated companies
- Develop and conduct training as needed for use by department level staff to maintain inventory
8
Skills For Data Center Technical Support, Senior Resume
- Conduct annual inventory audit with Service Provider and develop process and procedures to ensure accuracy
- Experience in scoping, planning and managing complex and concurrent technical activities supported by a strong understanding of IT project management; demonstrated ability to manage scope, timeline, and budget
- Experience in developing business cases and negotiating with vendors
- Superior Customer Focus; Dedicated to meeting the expectations and requirements of customers, Acts with a sense of urgency and understands and respects the time restrictions of senior leadership
- Use rigorous logic and methods to solve difficult problems with effective solutions
9
Skills For Technical Support Senior Associate Resume
- Experience with Blackberry, Android and iOS
- Active Directory Management and Migration experience
- Novell NDS Management and Migration experience
- Experience with SQL Server 2000 and SQL Server 2012/2014/2016
- Experience with at least 3 of the solution products listed
- Experience with Cloud Service delivery
- Experience with Avaya Aura technology
- Extensive knowledge of Windows environment and MS Office suite
- Understand how Cigna IT Operations works
10
Skills For Software Technical Support Senior Resume
- Get things done through formal channels and the informal network
- Mastery of Industrial Air Centrifugal compressors
- Collaborates well with key internal and external stakeholders
- Diagnose and resolve issues quickly
- Proactive team leader who advocates change
- Available for limited travel
- Experience in a relevant role encompassing customer service and support in a global, b2b organization attuned to the needs of the consumer and small business owner
- Experience in Avaya Communication Manager (CM), Session Manager (ASM/SM) , Avaya Session Border Controller (ASBCE) and Virtual System Platform (VSP) , and Virtual System Platform(VSP) is important
List of Typical Responsibilities For a Technical Support, Senior Resume
1
Responsibilities For Technical Support Senior Engineer Resume
- Leads regional Support leadership team to create and sustain an operating environment that is reviewing capacity, performance and volume trends while being cognizant of service and continuity objectives
- Adheres to and makes recommendations to changes in policies, procedures, processes, and tools, which affect global organizations
- Coordinates and collaborates with business unit aligned Support leaders
- Oversees the integration of complex business factors to develop and implement long-term strategic planning objectives and the policies and procedures needed to realize the objectives
- Reviews financial statements, activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement
- Recruits, mentors, and provides daily leadership for the Technical Support world-wide teams responsible for the designated business unit
- Ensures alignment with R&D, PSO, Pre-Sales, Product Management, Operations, IT and other functional areas around programs supporting sales and product strategies
2
Responsibilities For Technical Support Senior Manager Resume
- Responsible for managing operational support across sites through cross-functional and regional partnerships
- Defines both long-term strategies and short-term/immediate workforce needs across Cherrywood & Glasgow. Researches, recommends and implements call center technology and process improvements to reduce overall costs & increase low effort for our customers
- Assist in acting on existing trouble tickets and resolving problems remotely with user community
- Provide technical support on a variety of complex issues
- Escalate problems to next level support professionals when necessary
3
Responsibilities For Technical Support Senior Specialist Resume
- Competent to work at the highest technical level of all phases of technical support activities
- Avaya Technical Certifications with the solution products
- Team Performance (Metrics)
- Databases: MS-SQL Server
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