Director Technical Support Cover Letter

Please consider me for the director technical support opportunity. I am including my resume that lists my qualifications and experience.

Previously, I was responsible for iT support globally such as monitoring IT systems, user and site requests through IT Service Desk.

Please consider my qualifications and experience:

• Solid experience in analytical method development and/or troubleshooting supporting standard assay and product investigations
• Solid experience working on and leading of international project teams
• Proficient in scientific/technical writing and current computer usage (Word, Excel, Powerpoint)
• Demonstrated experience hiring, training, and leading support teams for medium to large organizations in both business to business and business to consumer markets
• Understanding of call deflection and self- service practices
• Experience of setting up new support centers including requirements definition for hardware, software, systems, ticketing, escalation processes, seating and ancillaries
• Understanding of workforce management and resource scheduling, support workload forecasting and reporting
• Strong knowledge in network operations and data communications technologies

I submit this application to express my sincere interest in the director technical support position.

In my previous role, I was responsible for technical support for Thermo Fisher Scientific product lines and services by answering customer technical inquiries related to networking OS, cloud connectivity and servers.

My experience is an excellent fit for the list of requirements in this job:

• Experience improving and developing the knowledge & skills of others
• Sharp critical thinking and reasoning skills
• Strong sense of self-awareness, emotional intelligence and cultural sensitivity
• Experience working with a globally-distributed team of employees and contractors
• Previous fleet management experience preferred
• Heavy Duty truck warranty knowledge/understanding preferred
• Sound understanding of computer systems (hardware/software), networks, application implementation strategy
• Familiarity with FPGA technology, systems integration or embedded systems development

I would like to submit my application for the director technical support opening. Please accept this letter and the attached resume.

Previously, I was responsible for direct customer service and IT technical support to end users via phone, e-mail, in-person and remote tools.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Strong knowledge of data communications industry
• Available as a 24/7/365 as a point of escalation
• Experience with multi-channel support and follow-the-sun strategies
• A strong knowledge of the Complaint Management System and FDA CFR 820 Guidelines
• Well versed in Call Center Tools and Processes
• Strong understanding of operational infrastructure, metrics, processes, systems and tools for running a Worldwide Support organization focused on improving the customer experience
• Strong customer-facing communication, advocacy and diplomacy skills
• Experience leading and developing a support team in a managed service environment

I submit this application to express my sincere interest in the director technical support position.

In the previous role, I was responsible for strategic and operational leadership of all functions within the desktop services platform including end user computing, help desktop, and service management.

Please consider my experience and qualifications for this position:

• Able to juggle priorities to meet deadlines without cutting corners
• Experience of driving change initiatives in a service environment
• Experienced and conversant in Service Level Agreements and Operational Schedules
• Able to identify Business Development opportunities
• Technical understanding of Networking and Hosting technologies and solutions
• Experience of working with FiveNine and MPLS networks
• An understanding of TCP/IP
• Able to develop effective relationships internally at a variety of levels and work closely with commercial departments such as sales and product management

I am excited to be applying for the position of director technical support. Please accept this letter and the attached resume as my interest in this position.

Previously, I was responsible for excellent customer service and delivery of technological services and tracks these services using tools such as Jira Service Desk and Bomgar.

Please consider my qualifications and experience:

• Strong execution skills, an operational orientation, and attention to detail are essential to the role
• Excellent Project Management and Customer Communication skills
• Understanding of support requirements for all phases of product lifecycle
• Prior experience working for multi-national company in technical role
• Prior experience in customer facing technical role
• Demonstrated experience in leading organizational units and/or project teams
• Proven skills in resource development (USAID and other) including identifying opportunities and leading or participating in the proposal development process
• Substantial experience planning and implementing complex health/HIV/AIDs programs in developing countries