Technical Support Manager Resume Samples

Description :

1. Effectively demonstrated the ability to perform, organized approach to work through the organization, deadlines.
2. Managed technicians to meet or exceed departmental quality production goals.
3. Ensured customer satisfaction by taking ownership of escalation calls, keeping callback comments, gaining trust.
4. Worked with the Central Call Operations department to ensure maximum queue efficiency.
5. Troubleshot and resolve client submitted cases and incoming calls.
6. Provided timely desktop support and management for all domestic and international offices.
7. Defined requirements, research, and implement appropriate technology that enables users to meet their production goals.

Experience

5-7 Years

Level

Senior

Education

Diploma

Description :

1. Company specializing in Iridium Satellite based GPS asset tracking with B2B partnerships.
2. Recruited, hired, trained, and managed a staff of technical support analysts supporting client fleets globally.
3. Material & documentation created include - online installation procedures,  for resellers & customers.
4. After working with software developers testing M2M devices and localized NOC deployment.
5. Technical liaisoned for customer demonstrations, installation, features, and government, military, and petroleum markets.
6. Responsible for network and infrastructure support, technical support including installations, maintenance, and trouble shooting.
7. Provided technical leadership and design direction to team.

Experience

5-7 Years

Level

Management

Education

Diploma

Description :

1. Specialists and ensuring that all installed systems operate in compliance with design criteria and published performance specifications.
2. Responded to all level escalations from external customers to internal mangers regarding network issues.
3. Maintained accurate and complete technical documentation for each installed system.
4. Interfaced with other groups regarding system technical support functions Conducted technical seminars as required Field Engineering Project Manager Accountable for engineering and installing RF communication networks for wireless asset tracking.
5. Duties included, but are not limited to site acquisition, proposal writing, and range testing.
6. Projects call for effective coordination among all parties.
7. Performed site surveys to determine the best antenna placement across the coverage area.

Experience

10+ Years

Level

Senior

Education

Diploma

Description :

1. Operations to solid-state performer with Tier 1 and Tier 2 telecommunications, cable, and satellite providers.
2. Strategic and tactical planning for start-up BPO business.
3. Led multi-site operations of up to different geographies, up to in single-site operation
4. Improved the efficiency and effectiveness of the Tech Services organization, while improving Customer Satisfaction.
5. Managed customer service team responsible for providing technical support for morningstar proprietary financial planning software.
6. Responsible for Hiring, scheduling, directing, mentoring, developing and supporting Tech Services Staff.
7. scheduled training for both new employees and as an ongoing process for all employees

Experience

10+ Years

Level

Management

Education

Diploma

Description :

1. Managed highly technical support call center responsible for solving technical issues regarding manufactured products.
2. Significantly improved the customer experience by reducing wait times, and improving personnel soft skills.
3. Successfully implemented standard call center metrics which helped the business to be more efficient at serving the customer.
4. Utilized active and passive call center monitoring tools to provide effective real-time coaching to staff.
5. Continuous measured improvement of the departmental Customer Allegiance Score.
6. Department was awarded the corporate award for the most improved Customer Allegiance score for 2013.
7. Responsible for developing and adhering to departmental budgets.

Experience

7-10 Years

Level

Management

Education

Diploma

Description :

1. Generated and presented technical support metrics and analysis information for weekly discussion.
2. Managed and maintained Customer Relationship Management licensing and case information.
3. Established and maintained lines of communication between technical support and, reliability and maintenance issues.
4. Monitored support email, phone queue and cases to ensure rapid response times and customer satisfaction.
5. Developed processes and procedures for new software releases to the customer base.
6. Modified and implemented the utilized by the check, document imaging and report archival software divisions, technical support team.
7. Responsible for providing technical support for morningstar's proprietary financial planning software.

Experience

2-5 Years

Level

Executive

Education

Diploma

Description :

1. Creation and development of the Self-maintenance team servicing the Vons Division retail sites.
2. Elevated field technician's installation skills by training technicians down to board level identification and repairs.
3. Performed and developed software installation schemes supporting the Vons Division.
4. Conducted training applications for field technicians and end-user trainers.
5. Planned and develop installations for Vons Companies by successfully reading and building architectural blueprint designs.
6. Developed and trained in-store sign making platform relieving Main office support Unix experience supporting Pharmacy Vons Division Manager.
7. Assisted in development of Time and Attendance, Email, Store ordering systems.

Experience

10+ Years

Level

Fresher

Education

Diploma

Description :

1. Dynamic customer service professional experienced in a call-center setting.
2. Excelled in listening to customer needs, articulating product benefits and creating solutions that provide value to the customer.
3. Handled customer inquiries, complaints, billing questions and payment extension/service requests.
4. Repaired trust, locate resources for problem resolution and design best-option solutions.
5. Interfaced daily with internal partners in accounting, field operations, and consumer affairs divisions.
6. Listened attentively to the caller needs to ensure a positive customer experience.
7. Customer Service Highlights: Exceedingly skilled in answering customer inquiries in a friendly manner.

Experience

5-7 Years

Level

Junior

Education

BA

Description :

1. Responsible for hiring and training Level and support technicians, performed employee reviews and schedules.
2. Duties included call center analysis, ensuring efficiency to provide the best possible service levels.
3. Hired, trained and conducted human resource procedures to on-board employees.
4. Performed weekly analysis of the top ten call reasons and the percent of first call resolution.
5. Scheduled a workforce of employees for shifts spanning the hours of operation.
6. Supported Department underwent two major restructures including several waves of layoffs decreasing an in-house staff.
7. Managed the out-source effort of the Technical Support Department to India.

Experience

5-7 Years

Level

Management

Education

Diploma

Description :

1. Responsible for providing the "next level" of Engineering and factory support for difficult escalations.
2. Supervised the escalation process and field repair for over Darkfield inspection tools Worldwide.
3. Collaborated with senior management to review client trades and assess needs based on stock market timings
4. Coordinated with various teams within the organization and QA on new product releases.
5. Oversaw creation and implementation of the Customer-Oriented Satisfaction program, which identified strengths. 
6. First Responder for triaging critical system updates or outages for Windows, Mac, iOS and Android operating systems.
7. Served as same for various technical systems for team managers in all cross-functional organizations

Experience

5-7 Years

Level

Management

Education

Diploma