The Director of Technical Support is responsible for executing the technical support strategies and tactics and improve the customer experience and build emotional loyalty that affects the overall sales and revenue. Essential roles and responsibilities are listed on the Director of Technical Support Resume as – managing a large budget, and creating operational efficiency; developing and achieving technical support objectives and goals, assisting in developing annual business plans, executing tactical plans and initiatives that exceed customer expectations, hiring and training staff, and acting as a liaison to provide customer feedback to the senior management team.
The nature of the job demands the following skills and abilities – the ability to communicate with and understand the requirements of professional staff in the area of specialty, dynamic and energetic approach, strong technical background, and presentation skills. Those seeking this job role must mention on the resume a degree or a college diploma in a relevant field.
Summary : Over 10 years of senior executive management experience with a strong technical background. Over 16 years of startup experience with seven companies of which three companies have either IPO'd or acquired. Recent MBA education gave me in-depth insights of finance, marketing, and running a successful business.
Skills : Excellent Problem-solving Abilities, Network Management And Design, Data Center Operations, IT Staff Management, LAN / WAN Design And Support, Telecommunications Management.
Description :
Experienced and committed to maintaining cutting edge technical skills and up-to-date industry knowledge.
Director of Technical Support Lithia Motors Inc - Medford, OR Directly responsible for 8000 computers and laptops.
Established compatibility with third party software products by developing program for modification and integration.
Designed and deployed over 7500 VOIP phones saving the company $600k a year.
Managed $1.8 Million yearly in Information Technology hardware and software.
Coordinated with systems partners to finalize designs and confirm requirements.
Managed $2.2 million yearly in telecom expenditures.
Experience
10+ Years
Level
Senior
Education
High School Diploma
Director of Technical Support Resume
Summary : A leadership Director of Technical Support position where a need for a strategic, highly effective and driven individual to meet the growing needs of an organization.
Skills : Technical Skills, MS Office
Description :
Saved the company $700k a year in PRI expenses with SIP deployment.
Coordinated with systems partners to finalize designs and confirm requirements.
Guided RFP process for vendor selection and managed the integration to significantly reduce system costs.
Performed project management duties leading the successful benefits administration implementation for approximately 20 new corporate and government clients.
Created a project management implementation policy and procedure manual.
Led system development projects
Supported the development and implementation of Unified Workforce at IACH Fort Knox.
Experience
10+ Years
Level
Senior
Education
High School Diploma
Director of Technical Support Resume
Summary : Experienced Director of Technical Support professional with hands-on technical experience with a primary focus on customer service, help desk, security and infrastructure along with excellent communication skills and the ability to build strong working relationships at all levels of an organization.
Skills : IT Management, IT Leadership, IT Project Management, IT Security.
Description :
Responsible for identification, development, implementation, documentation and continuous improvement of business processes, information security, mobility, infrastructure systems and system technologies for 2,000 employees across 7 branch locations.
Provided leadership for eight technical support specialist.
Managed of $2M budget.
Reduced IT incidents 30% globally by implementing ITIL methodologies and change management procedures including automated approval processes.
Implemented cloud storage solution resulting in 30% productivity increase and $200k annual savings.
Championed migration from third party mobile billing provider resulting in $325k savings annually.
Decreased inventory and licensing expenses $50k by establishing application and desktop system standards..
Experience
10+ Years
Level
Senior
Education
BA
Director of Technical Support Resume
Summary : A highly motivated and hardworking individual who knows how to produce customer and client satisfaction under difficult time deadlines. I have completed 10 years of support management with a fast growing outsource technical support company. I started as an agent and received several promotions until I reached a senior support management position, working directly with the president of the company.
Skills : Director Of Technical Support, Planning Skills.
Description :
Successfully managed the activities of 6 team members in multiple locations.
Monitored the daily activities and call monitored customer support team for quality assurance.
Developed, implemented and monitored programs to maximize customer satisfaction by working with development team on enhancing our products.
Identified beneficial product opportunities for existing customers and communicated and collaborated with the sales team.
Responded to 60 to 80 calls per day and handled high escalated calls.
Resolved technical support issues within identified timeframes.
Knowledgeable in print image, UB04, ANSI 837P 4010 & 5010, ANSI 837I 4010 & 5010, NSF and 835.
Experience
7-10 Years
Level
Management
Education
MS
Director of Technical Support Resume
Summary : Dynamic senior leader with diversified experience in a variety of roles including sales, loyalty marketing, operations, systems and human resources. A driven individual with solid leadership experience and advanced education. An understanding team member that can easily adapt to change and can strategically provide insight and forward thinking.
Skills : Team Leadership, Customer Satisfaction, Training, Project Management, Creative Problem Solving, Team Building, Teamwork, Management, Microsoft Office.
Description :
Responsible for 3 person technical support department.
Provided technical assistance for over 50 manufactures and 2000 products.
Provided technical assistance to over 7000 retail computer stores.
Knowledge to the component level of all products for repair, installation and support.
Evaluated and reviewed all new products.
Met with manufacturers reps, reviewed and negotiated terms.
Analyzed product margins and determined dealer pricing.
Experience
10+ Years
Level
Senior
Education
GED
Director of Technical Support Resume
Summary : Business leader with proven success in driving global organizations, building strong customer relationships, and managing complex mission-critical implementations. Passionate and strongly focused on building customer experience through organizations by improving interaction across all teams, including development, sales, support, and services.
Skills : Auto Cad,Rhino, ShipWeight,Microsoft Office And Some Microsoft Projects.
Description :
Managed global support organization with 2 direct reports and 35 global personnel which was part of a total organization of 100.
Created and maintained a support organization that was repeatable and scalable, operated within defined service level objectives (SLO), and addressed the needs of all customers and distributors.
Oversaw client relationships, profit and loss (P&L), and ongoing operations including management of policies, terms and conditions, personnel, and development of departmental reporting to senior management.
Developed new reporting system to provide detailed feedback received by support relevant to all other company departments.
Increased customer satisfaction by implementing Follow the Sun support organization across Asia Pacific, Americas, and Europe including the development of extended support offerings and contracts.
Led the Integration and Acquisition Team for Telelogic Support in the move to IBM Support.
Increased customer first touch experience by delivering new knowledge management system (KNOVA) Drove increased relative content to knowledge system by 40% by creating content gap report of requested knowledge from website compared to report support cases Increased support margins by delivering new knowledge system (KNOVA) under budget and ahead of schedule.
Experience
10+ Years
Level
Senior
Education
BA
Director of Technical Support Resume
Objective : A Director of Technical Support position in management or engineering that utilizes the skills and abilities that I have amassed over forty years in the maritime industry.
Implemented business models, work plans, and best practices to improve overall productivity, functionality, and direction for departments to incorporate company-wide strategic plans.
Identified Crisis Management weaknesses and needs which lead to developing and implementing full scale production escalation policies, procedures and processes, improving overall Severity One crisis management and root cause analysis.
Developed system reporting metric scorecards to track and analyze outages and service interruptions against SLA's.
Drastically improved Help Desk and Server first-call resolution, response time, productivity and customer service for end users.
Built very strong reliable stable customer focused teams through coaching, mentoring, training, recruitment and vision.
Identified unfavorable hardware spending, lowered costs and spending by creating options that provided the same support and tools needed by business units.
Created plan for integrated infrastructure systems to leverage KNOVA knowledge tool, Remedy case tracking tools, change and configuration management systems, and integrated call management system.
Experience
2-5 Years
Level
Executive
Education
MS
Director of Technical Support Resume
Summary : 30 years experience with specialization in software engineering, web development (most recently using Sencha ExtJS Javascript framework), website design and development, digital imaging, web-to-print, digital printing and publishing, digital photography, 3D computer graphics, and electronic document management.
Managed and directed computer technology department and programs.
Created and managed budgets.
Developed continuing education courses, committees, and met with community chamber of commerce boards.
Purchasing agent for all technical related items including hardware, software, training materials, and support systems.
My marketing strategies and advertising campaign increased computer class and program sales by 300%.
Redesigned association's website leading to a 500% increase in pages viewed per month.
Served as network administrator & built and installed Windows NT server saving an estimated $400 per week.
Experience
10+ Years
Level
Senior
Education
MBA
Director of Technical Support Resume
Headline : Director of Technical Support is responsible for technical support, including product development, product management, and channel management. This includes technical support for all products, software and services.
Led a multinational support team in 2 countries across 9 time zones.
Selected the platform for technical support to use for ticket tracking Filled in as a customer service manager while one person transitioned to sales and we hired a replacement Run and analyze daily financial reports to ensure the billing system is operating correctly.
Selected, updated and deleted data in the Microsoft SQL database as needed.
Oversaw operations of recent acquisition of established childcare software company.
Wrote documentation of new features for the development team.
Interviewed center owners, directors, teachers and parents to determine the future path of the products.
Met with community leaders and represented the association's interests at local chamber of commerce meetings.
Experience
5-7 Years
Level
Executive
Education
MS
Director of Technical Support Resume
Objective : Effective planning and organizational skills. Ability to successfully manage multiple priorities and assignments Possess effective presentation, verbal and written communication skills. Proven capacity to approach problems effectively and creatively. Able to make quality decisions and provide accurate measurements of results.
Skills : Directing Skills, Technical Skills.
Description :
Recently promoted from Operations Manager, Healthcare Codes and Compliance.
Responsible for ensuring that all ABMGS supported Medical Treatment Facilities deliver continuously compliant Operations and Maintenance services as accredited by The Joint Commission or AAAHC.
Direct responsibility new program development at Ireland Army Community Hospital, Fort Knox, KY.
Increased global support infrastructure and profitability by implementing and managing global VOIP Support system.
Worked with reps on co-op advertising, promotions and sales spiffs.
Participated in functional testing of product releases.
Tested all ANSI formats before moving accounts into production.
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