Global Support Resume Samples

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CN
C Nader
Cecilia
Nader
4783 Kunde Crossing
Chicago
IL
+1 (555) 673 7157
4783 Kunde Crossing
Chicago
IL
Phone
p +1 (555) 673 7157
Experience Experience
10/2016 present
Los Angeles, CA
Team Lead Global Support
Los Angeles, CA
Team Lead Global Support
10/2016 present
Los Angeles, CA
Team Lead Global Support
10/2016 present
  • Regularly practices new or innovative development and Agile methodologies to focus efforts to improve results
  • Architects and designs lasting business application solutions in working with Project Managers and Business Analysts
  • Collaborating with your manager on building reports and dashboards used to communicate the status of Support/Customer objectives
  • Host and/or contribute to partner meetings including quarterly business review meetings to communicate the performance results
  • Proficient in working in all parts of the Salesforce application with significant awareness of potential cross-technology stack impact
  • Plans and directs the work of self and others by studies of design alternatives, problems and solutions
  • Utilizes modern agile and development methodologies such as continuous integration and test automation to achieve results with less effort
04/2011 06/2016
Boston, MA
Global Support Manager
Boston, MA
Global Support Manager
04/2011 06/2016
Boston, MA
Global Support Manager
04/2011 06/2016
  • Overseeing the creation and maintaining of product defect tickets with Research and Development on behalf of customer issues
  • Comprehensive and current development plan in place for every employee
  • Management of daily activities of a defined team of Global Support Consultants
  • Leading or contributing to development of Global Support processes and procedures to drive effectiveness and efficiency
  • Attendance at regularly scheduled training events and “transfer-of-information” sessions with Research and Development
  • Reviews workload for Global Support Consultants, including coaching, advice, consultation and collaboration to ensure issues are progressing in a professional and timely manner
  • Provide effective personnel management including hiring, feedback, coaching, and development and rewarding, so as to maintain a high level of morale on the team
06/2005 02/2011
New York, NY
Global Support Engineer
New York, NY
Global Support Engineer
06/2005 02/2011
New York, NY
Global Support Engineer
06/2005 02/2011
  • You have in-depth process & operations expertise in the areas of printing and packaging: packaging supply chain and packaging management processes
  • Assist worldwide Services with escalations
  • You assist worldwide Services with escalations
  • An Expert knowledge of WebCenter and working knowledge of Automation Engine. Knowledge of other Esko products is considered a plus
  • You are responsible for customer product feedback evaluation
  • Demo, Marketing and Sales project involvement
  • You are responsible for creation/maintenance/follow-up of all internal solution training programs
Education Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
University of North Texas
Bachelor’s Degree in Computer Science
Skills Skills
  • General Software AG product knowledge, including basic functional understanding of all products in the assigned product line
  • Ability to engage at all levels independently, both internally and externally
  • Core knowledge/experience
  • Strong customer focus
  • Broad understanding of the functions of an investment management company to shape and enable service opportunities
  • Good business acumen understanding of procurement practices
  • Service business maturity
  • High level of commercial understating in a solutions and services context, including value vs. cost
  • Significant experience of working with 3rd party suppliers and internal providers
  • Core Skills
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15 Global Support resume templates

1

Global Support Technical Systems Analyst Resume Examples & Samples

  • Oversees the implementation of a single project(s) on time, in budget and within requirements
  • Develops and maintains strong relationships with Business partners, sponsors, internal and external partners
  • Builds professional capability within the team in the discipline of project management
  • Support the standard within WMS for identifying and managing risk using the Risk Assessment template
  • Conducts project(s) in accordance with the RBC IT standard project management discipline and industry standard best practices including CMM
  • Business line(s)’ business strategy, needs and technology
  • Different programming languages (e.g. Java, C, HTML, VB, Visual C )
  • Middleware technologies (ex., XML, .NET)
  • Database (Oracle 8i, Oracle 9i, SQL Server)
2

Operations Global Support Liaison Resume Examples & Samples

  • Travel 20% annually
  • Minimum of two years related work experience in documentation & research, operations, and training
  • Bachelor’s degree in business or finance or related field or equivalent experience
  • Excellent analytical, probem-solving, interpersonal, verbal and writtent communications skills
  • Experienced with Microsoft Office products (Word, Excel, PowerPoint, etc..)
3

Team Lead-global Support Resume Examples & Samples

  • Support the Investment Operations production environment as a first priority
  • Manage a team that performs design, development, testing, and support of application databases in SQL Server and Oracle, several different transmission protocols, Informatica, Autosys, and BOXI
  • Perform troubleshooting analysis and resolution of critical applications and batch processes
  • Coordinate with vendors to troubleshoot and resolve issues
  • Coordinate and participate in testing for in-house and vendor developed software applications
  • Work closely with business users and other IT team members (located locally and abroad) to gather requirements, create detailed documentation, and develop and deliver solutions that automate their daily work
  • Participate in and/or lead both small and large projects, reporting progress and escalating issues in a timely manner in order to ensure deadlines and deliverables are met
  • Ensure the team understands and follows the best practices set forth by Investment Operations and Invesco project governance
  • Create and present accurate estimates of effort, costs and timescales for projects
  • Interact with key vendors to ensure their changes/improvements/upgrades meet client requirements and internal technology standards
  • Work with IT teammates to assess resource demands for the team and build Resource Utilization plans to forecast long-term resource demands
  • Work with IT teammates to ensure project dependencies are identified and managed to ensure availability when required by project timelines
  • Recruit, train, supervise, and evaluate staff
  • Lead, develop, and motivate staff through regular mentoring, training, communications
  • Ensure IT management and business stakeholders are kept fully up to date on progress
  • Minimum of 8 years experience working in an Information Technology environment
  • Experience working in the financial services industry (preferred)
  • Experience with a formalized software development lifecycle process
  • Experience writing applications and creating stored procedures utilizing Microsoft SQL server and Oracle DBMS
  • Experience with various transmission methodologies including, but not limited to, FTP, SDE, and NDM transmission protocols
  • Experience with Informatica, BOXI, and Autosys (preferred)
  • Knowledge of mutual fund industry, data and processes highly preferred
  • Exceptional troubleshooting and problem solving skills and strong business analysis skills
  • Ability to establish priorities, meet deadlines, and concentrate on detailed information in a fast-paced demanding work environment
  • The ability to cooperate in a team environment is critical
4

Manager, Global Support Engineering Resume Examples & Samples

  • Ensure standards of service are constantly being improved
  • Lead software development projects focused on service improvements
  • Work with cross functional teams to deliver high impact results
  • Actively own and drive the teams professional development
5

Global Support Utility Quality Service Analyst Resume Examples & Samples

  • The Quality Services team has responsibility for all aspects of the contact centre quality monitoring strategy, design of the coaching model, benchmarking, consistency and quality checking of coaching
  • The jobholder is directly responsible for the work requests assigned to him/her. This includes ensuring any issues are resolved and work is completed within agreed timescales
  • The jobholder may not be closely supervised so will be expected to exercise initiative in proactively overcoming obstacles to success. They will be expected to adopt a degree of flexibility in terms of working hours, location and travel
  • Understanding of call centre dynamics e.g. procedures, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements
  • Awareness of MS Excel functions
  • Understanding of call quality and call coaching tools and methodology
  • Effective communication with good inter-personal skills
  • Good judgment, decision making and problem solving skills
  • Good planning and organising skills
  • Ability to work in a team, and alone, with minimal supervision and act on own initiative
  • Navigating - Understanding the immediate business/function strategy and planning own activities accordingly
  • Aspiring – being ambitious about providing the highest standards of delivery
  • Driving – setting stretching goals for self
  • Mobilising – authentically engaging with team and colleagues to deliver at pace
  • Capability to understand & speak French &/or Cantonese is an asset
6

Dcis Wintel L Administrator for Global Support Resume Examples & Samples

  • Build and manage servers from the data center dock, through installation and turnover to Application teams
  • Improving problem management and stability within environments
  • Effectively collaborate with architecture, application development, requirements group, QA, testing and PMO teams
  • Manage trouble and request queues ensuring timely resolution
  • Monitor status of critical system services reporting performance and server health
  • Review, improve and approve technical work, to guide others and to teach
  • The candidate should have strong skills in at least one of each bullet points and knowledge of the others, as well as have a good understanding of Enterprise Architecture methodology
  • High work standards and high bandwidth for work
  • 5+ years hands-on experience supporting: Windows 2003
  • 3+ years hands-on experience supporting: Windows 2008
  • A solid understanding of networking/distributed computing environment concepts; understands principles of routing, client/server programming and the design of consistent network-wide file system layout
  • Ability to troubleshoot software/hardware configuration problems
  • Candidates with prior team lead experience preferable
7

VP Global Support & Customer Advocacy Resume Examples & Samples

  • Be the voice of the customer and help in building a world class organization our customers brag about
  • Build and lead a best-in-class global multi-tiered technical support and customer service organization in a high-growth, dynamic environment that that effectively supports ACTIVE Network products & solutions and verticals
  • Develop a comprehensive technical support infrastructure that includes all effective and efficient categories of support for ACTIVE Network customers and partners (i.e. multi-tiered dedicated technical support, international support, workforce management, Self-Help, and knowledge management)
  • Build global teams and 24/7 follow-the-sun technical support and services for mission critical IT Infrastructures across multiple geographies
  • Develop and implement a Technical Support Center of Excellence Program that provides industry leading end-to-end customer experience, service delivery efficiency, higher first-call resolution, decreases in escalations, improved customer satisfaction, loyalty, and retention rates, and overall performance gains
  • Deliver and continuously improve customer satisfaction and NPS scores with over 95%+ retention rate of customers
  • Lead support operations, business process optimization, and technology designs/redesigns, organizational transformation, and adoption of technologies to improve support services and increase ROI
  • Develop and implement a career matrix that includes growth opportunities, learning and development, and scalable growth
8

Global Support Data Analytics Analyst Resume Examples & Samples

  • Ability to analyze large amounts of data
  • Ability to perform root cause analysis
  • Strong problem solving and troubleshooting skills, especially around data acquisition, transforming data into information, and delivering information effectively
  • Advanced Knowledge of Microsoft Office Applications – Excel & Access
  • Prior experience working with SQL
  • SQL, ability to build code to query databases
  • Experience with TOAD & PL/SQL
  • Prior experience working with one or more of the following: Python or Powershell
  • Experience with developing reports in SSRS or Qlikview is a plus
  • Previous experience with designing and developing ETL processes *
  • Prior experience in a healthcare / insurance industry
  • Working knowledge of Metavance and Claim Administration System (CAS) systems
9

Global Support Escalation Specialist Resume Examples & Samples

  • The L2 support specialist is a recognized UCP expert and technical lead during UCP service request interactions. Primary areas of expertise shall include operating system, networking, compute and storage as it pertains to converged infrastructure and their use in Public, Private and Hybrid could applications
  • Develop and provide accurate and creative solutions for customer issues resulting in a timely distribution of knowledge and positive impact on customer satisfaction
  • Create and present to customers documentation on technical problems, troubleshooting steps, recommendations and action plans
  • Contribute to Technical Knowledge Base by creating tech tips, product alerts, and other content for the HDS Customer Portal
  • Develop and provide technical coaching and mentoring to other support center specialists
  • Participate in team projects that enhance the effectiveness of the global support center
  • Act as a product liaison for major products, working with other corporate departments and 3rd party developers to solve technical issues
  • Communicate with management team on “critical” issues requiring immediate attention
  • Stay current on emerging converged architecture and cloud technologies, the UCP development roadmap and other industry issues that impact Hitachi Data Systems solution positioning and troubleshooting
  • Attend on going training to keep technical skills up to date, particularly with respect to VMware, MSFT, Unix, Brocade FC/IP, Cisco FC/IP, Compute, Storage, and with converged infrastructure and application solutions
  • Able to perform shift work to include nights, weekends, and on-call standby. Shift rotations adjust based on primary need for the HDS customer base at any given point in time
  • Degree or equivalent formal education and/or working experience
  • A minimum of 5 years experience with a post-sales support of enterprise class solutions including servers, network, SAN, storage and virtualization technologies including installation, diagnostics, performance, and troubleshooting
  • A good knowledge of Public/Private/Hybrid cloud technologies
  • The candidate will have an aptitude for providing positive customer service and good communication, problem solving, and technical writing skills
  • Possess the ability to resolve issues and conflicts, as well as be able to take ownership when faced with challenging situations
  • Ability to relate and communicate effectively with client technologists and management when required
  • Ethical and honest in all respects
  • Willingness to travel to customer sites, other HDS offices, or training facilities when required
  • Willingness to perform shift work to include nights, weekends, and on-call standby. Shift rotations adjust based on primary need for the HDS customer base at any given point in time
  • Job is located in HDS San Diego support facility
  • Strong leadership, influencing, communication and interpersonal skills
  • Ability to collaborate and communicate effectively with internal and external customers, peers and within leaders
  • Strong applied technical knowledge of converged infrastructure architecture and virtualization technologies with relevant compute, networking, and storage experience
  • Strong preference for candidates experienced with one or multiple of the following: SAP, Oracle, VMware and MS Hyper-V
  • Highly proficient in written and spoken business English
  • Organized and adaptable clear thinker with a tolerance for ambiguity
  • Willingness to accept responsibility and take ownership when required due to circumstances presented
  • Able to establish and demonstrate technical credibility with customers and partners
  • Confident and self-reliant, but able to work as a team member, demonstrating clear commitment to team objectives
10

Internship Applications Global Support m/f Resume Examples & Samples

  • You are currently studying for a relevant university degree (preferably with focus on IT/Business)
  • You have a basic IT understanding and you feel comfortable working with various applications
  • You are fluent in English; additional French and/or German is an advantage
  • You have an excellent knowledge in Microsoft Office packages; Word, Excel and PowerPoint
  • You have excellent analytical, communication and writing skills
  • You are a self-starter but can follow instructions well when needed
  • You can translate your research findings into logical, structured text / graphs
  • You are curious, ready to invest a lot and eager to learn
11

PTL Global Support Team Specialist Resume Examples & Samples

  • Bachelor’s Degree plus ten years of experience preferred; High School Diploma plus fifteen years of experience can substitute for a Bachelor’s Degree
  • Minimum 5 years professional work experience in a military or government environment is highly desirable
  • Must have technical expertise in the technologies required for assigned team (e.g., software development, computer systems architecture, COMSEC, inventory and logistics, tactical tracking operations, RF network engineering, Integrated Broadcast System applications, Mission Management Center operations, and/or integrated protective security operations
  • Must demonstrate the ability to interact with all levels of an organization in a professional, diplomatic, and tactful manner
  • Must possess excellent writing and verbal skills
  • Must be proficient with Microsoft Windows operating systems and office automation software (e.g., Microsoft Office, SharePoint)
12

Global Support Resume Examples & Samples

  • Install, test, document, and troubleshoot Workforce Central software installations
  • Perform technical review of Workforce Central installations prior to customer go-lives. Will ensure that the servers are configured in accordance with best practices
  • Perform post go-live analysis of empirical data to ensure customer’s usage of the application and environmental footprint has remained aligned over time
  • Utilize existing tools available within Cloud Infrastructure to monitor performance KPI’s, interpret results, and recommend changes based on data analysis
  • Consults on designing system architecture and provides hardware recommendations
  • Drives efficiency and scalability through process, reporting, and automation where possible
  • Delivers technical application of service packs and upgrades when needed
  • Communicates effectively to both technical and non-technical individuals at various levels of customer organizations, as well as internally
  • Experience working with Workforce Central v7.x and v8.x in a technical capacity strongly preferred
  • Complex system architecture design experience
  • Excellent programming knowledge in PL/SQL and/or Oracle DB database structures
  • Demonstrated experience with performance monitoring tools
  • Experience with Installation, configuration and/or maintenance of SQL 2008/2012
  • Ability to take backup, restore, copy database from one server to another server
  • Working knowledge of Windows 2008 / Windows 2012 OS and troubleshooting
  • Ability to install, configure and troubleshoot of IIS
  • Previous experience with VMware (ESX and Workstation) technology
  • General knowledge of WAN and LAN network architecture - CompTIA Networking + equivalent
  • Experience with one or more of the following tools is preferred
  • SolarWinds
  • VMWare vRealize Operations
  • ExtraHop
13

Global Support Engineer CAM Resume Examples & Samples

  • Build up technical competences and provide training to the 1st. line organization in Esko and to our distributors so that they will be able to install, repair and maintain our CAM products. On top of this be able to give customer training
  • Give second line support when 1st line fall short. This includes reproduction of customer problems and hand over to R&D when needed
  • Translate customer needs and product/ quality improvements to R&D
  • Provide training to the 1st. line organization in Esko and to our distributors
  • Develop and maintain training material on our products in addition to write knowledge base articles
  • Give second line support when 1st line fall short and needs help and decide which action is required to resolve a critical issue when a remote solution is not possible
  • Be GS/ Customer service’ voice in R&D projects
  • You have good training skills (coaching, explaining, etc.). You will spend a lot of time by providing trainings to others. Therefore you must have strong communication skills
  • You are able to understand how our customers work and what their challenges are
  • You are structured, thorough and analytical
  • You have technical background - e.g. systems engineering
  • You can speak English fluently
  • You have or you are able to gain knowledge about our products in a fast way
14

Toolkit Development & Value Chains Expert for the National Adaptation Plan Global Support Programme Resume Examples & Samples

  • Participate in a 1-day inception workshop with an interdisciplinary team
  • Develop a toolkit for use by NAP-Ag countries in value chain analysis, mapping, and intervention design to assist them in integrating gender and climate change adaptation into national market development strategies
  • Design an accompanying training module
  • Design and conduct 1 training session in each of 3 selected countries
  • Draft a mission report for the 3 countries
  • A minimum of at least ten years of progressive experience in inclusive agricultural value chain development
  • Experience in addressing climate change and/or gender in the context of market development
  • Demonstrated experience in designing and facilitating tools and trainings on themes listed above for government officials and civil society and private sector representatives in developing countries
  • Demonstrated substantive experience in working with developing countries
  • Demonstrated experience working on policy and programmatic issues in multi-stakeholder processes that include national and local governments, private sector entities, and civil society organizations including community organizations
  • Experience or strong familiarity with the work of UNDP and/or other multilateral, bilateral and civil society development partners
  • Criteria 1: Master’s degree or above in gender, climate change, environment, sustainable agriculture, sustainable development or a related field - 15 points
  • Criteria 2: Demonstrated substantive experience (at least 10 years) in working with developing countries and undertaking policy and programmatic work, and designing and conducting trainings and participatory approaches, in the area of agricultural market development and gender or climate change - 25 points
  • Criteria 3: Experience/familiarity of adaptation to climate change, technical expertise, and analytical skills on issues related to gender, environment and sustainable agriculture, and value chains, with extensive research and documentation of stories and case studies - 20 points
  • Criteria 4: Demonstrated substantive experience in working with developing countries; and working on policy and programmatic issues in multi-stakeholder processes that include national and local governments, private sector entities, and civil society organizations including community organizations - 5 points
  • Criteria 5: Communication skills relevant to the position and experience in producing reports in English - 5 points
  • Personal History Form (P11), indicating all past experience from similar projects, as well as the contact details (email and telephone number) of the Candidate and at least three (3) professional references
  • A methodological note on the approach to this assignment (2 pager) as well as a brief description of why the individual considers him/herself as the most suitable candidate for the assignment
  • Duly accomplished Letter of Confirmation of Interest and Availability using the template provided by UNDP
  • Indicate available start date
  • Living allowance and terminals, should be identified upon the travel is agreed/approved by the supervisor and will be reimbursed by UNDP
15

Global Support Analyst HAT Resume Examples & Samples

  • Managing and coordinating all activities for the full life-cycleof in-scope incidents
  • Ensuring that all incident documentation is complete and accurate
  • Chairing bridge calls for effective coordination, incident resolution, and service restoration
  • Sending all incident notifications and updates
  • Coordinating efforts to achieve RCAs for all incidents
  • Delivering post-incident reports and RCAs to relevant parties
  • Working with the HAT Managerand other Team Leaders to compile reports and maintain documentation
16

Global Support Engineer Resume Examples & Samples

  • You are responsible for advanced troubleshooting
  • You give ‘Solution/integration’ support
  • You are responsible for creation/maintenance/follow-up of all internal solution training programs
  • You are involved in prerelease programs
  • You define internal and customer training needs
  • You are responsible for customer product feedback evaluation
  • You are responsible for Service documentation (Knowledge Base/Blog Posts/System Requirements)
  • You are subject matter expert for Blended Learning
  • You are involved in Demo, Marketing and Sales projects
  • You assist worldwide Services with escalations
  • You transfer knowledge to eSupport for more and better coverage of support cases
  • An Expert knowledge of WebCenter and working knowledge of Automation Engine. Knowledge of other Esko products is considered a plus
  • You have in-depth process & operations expertise in the areas of printing and packaging: packaging supply chain and packaging management processes
  • You have 4 years experience in training, support, QA or solution integrations
  • You have an excellent command of English. Knowledge of other languages is a plus
17

Global Support Specialist Resume Examples & Samples

  • Setup, configure, troubleshoot, analyze, and repair computer systems, hardware and computer peripherals
  • Assist in the support of servers and infrastructure equipment
  • Install and upgrade company standard software applications
  • Provide technical support to jobsite users
  • Supports and maintains user account information including rights, security and systems groups
18

Team Lead Global Support Resume Examples & Samples

  • 3 years’ experience in related field. 3 + years tenure at EFI
  • Experience working with off shore teams
  • Strong cross-functional communication skills and team skills
  • Excellent interpersonal skills including courtesy, tact, and discretion
  • Can resolve conflicts and make sound decisions
  • You must be a team player very willing to be hands on
  • Ability to adapt to a fast-changing environment and work well under pressure
  • Experience providing support for a software manufacturer, within the printing industry is a plus
  • Ability to work well as part of a team and is self-directed
  • Ability to prioritize and schedule workload and work independently with minimal supervision
  • A history of building/leading highly successful teams to provide Support and deliver high quality solutions
  • Knowledge of conventional and digital printing processes
  • Excellent software computer skills (Windows Server) is a major advantage
  • Background knowledge of Digital StoreFront and/or DirectSmile technologies is a plus
  • A strong working knowledge of SalesForce.com CRM or other call tracking systems
19

Global Support Manager Resume Examples & Samples

  • The definition, implementation and continuous improvement of the global service support strategy including colleague engagement and enablement
  • The provision of IT services including hardware, networks and telephony
  • Accountability and oversight of the service performance across SLI’s global offices in UK & Europe, North America and Asia-Pacific
  • Incident and problem management globally following ITIL best practise
  • Provision of consumer IT services (e.g. desktop, laptop, printing, mobile, wifi, AV/VC support.)
  • Solutions Enablement to enhance colleague adoption of IT services and technology solutions
  • Vendor management of 3rd party partners providing IT services
  • Seasoned leader with extensive operational management experience
  • Proactive strategic leadership and experience of overseeing global service delivery in a matrix model
  • Expert understanding of ISO20000 and ITIL principles
  • Significant experience of working with 3rd party suppliers and internal providers
  • Good business acumen understanding of procurement practices
  • Proven record of demand management and dealing with conflicting priorities
  • High level of commercial understating in a solutions and services context, including value vs. cost
  • Broad understanding of the functions of an investment management company to shape and enable service opportunities
  • Core Skills
  • Leadership and motivation
  • Team and stakeholder management
  • Compliance and policy understanding
  • Ability to engage at all levels independently, both internally and externally
  • People and performance management
20

Controller, Global Support Functions SBS Resume Examples & Samples

  • Bachelor’s degree in Finance / Accounting from an accredited four-year college or university
  • 2-5 years of Accounting / Finance experience, including public accounting and / or forecasting
  • Business partnering experience
  • Change agent who can propose, lead and drive changes
  • Motivated to grow in career #LI-SA
21

Manager, Global Support Resume Examples & Samples

  • Management duties include the supervision of exempt and/or nonexempt level staff. This includes but is not limited to, conducting performance evaluations, approving paid time-off (PTO), assigning or delegating work, providing on-the-job training, giving guidance to staff, conducting performance improvement plans, taking disciplinary action, and interviewing candidates for open positions
  • Manage customer interactions by coordinating communication internally and externally and directing issues to resolution
  • Contribute to process and infrastructure improvement
  • Proven track record in managing and developing employees
  • Ability to work in a dynamic, matrix-managed environment across local, regional, and global offices
  • Knowledge of common support center metrics and ability to manage teams to key performance indicators
  • Strong focus on customer satisfaction
  • Experience managing advanced enterprise customer situations relating to Support and System availability
  • Must be able to relay complex technical issues to a wide range of audience
  • 3 years management experience in a customer service role
  • BA/BS or equivalent
22

Global Support Engineer Resume Examples & Samples

  • Advanced troubleshooting
  • ‘Solution/integration’ support
  • Responsible for creation/maintenance/follow-up of all internal solution training programs
  • Prerelease programs
  • Definition of internal/customer training needs
  • Customer product feedback evaluation
  • Service documentation (Knowledge Base/Blog Posts/System Requirements)
  • Subject matter expert for Blended Learning
  • Demo, Marketing and Sales project involvement
  • Assist worldwide Services with escalations
  • Transfer knowledge to eSupport for more and better coverage of support cases
  • 4 years experience in training, support, QA or solution integrations
23

Global Support to Nbsaps Resume Examples & Samples

  • Prepare an e-learning script (model and template will be provided)
  • Prepare a brief guide (approximately 24 – 36 pages), which may include photos, maps and other freely sharable media
  • Identify and collate relevant training materials with due consideration for applicable copyrights (as the materials will be in the public domain)
  • Facilitate a four to six-week massive open online course for a global audience of interested NBSAP stakeholders; and
  • Liaise with the Activities Coordinator and UNDP-GEF EBD Senior Technical Advisor responsible for the NBSAP / BD EA portfolio to: (i) identify relevant case studies from across UNDP’s network (key focus on the UNDP-GEF portfolio) for the subject matter of the theme in question; (ii) build a brief argument as to why the case study is relevant (e.g. by making explicit the linkages to priorities in UNDP’s new Strategic Plan, to NBSAPs, ABTs or other relevant policy document or process); and (iii) using a specific template to be provided, fill-in key information on the case study
  • At least five years of work experience with professional and/or academic specialization in issues of biodiversity management and the assignment topic (max. 15 points)
  • At least three years’ experience in capacity building and training, preferably with adult learners (max. 15 points)
  • Experience preparing educational guidelines, lessons, webinars, online courses, publications or materials. Please provide a link with 2 examples of previous related work (max. 15 points)
24

Global Support Manager Resume Examples & Samples

  • Management of daily activities of a defined team of Global Support Consultants
  • Reviews workload for Global Support Consultants, including coaching, advice, consultation and collaboration to ensure issues are progressing in a professional and timely manner
  • Maintain proper level and coverage of technical and soft skills so as to ensure a high level of customer satisfaction with the Global Support Manager team’s services by identifying training requirements based on staff feedback and observation, arranging training sessions with the relevant development personnel, and assisting in or independently delivering internal training
  • Re-assigning of escalated issues that are particularly complex or high-priority to appropriate resources
  • Specialization in a specific product line
  • Ensure consistently available depth of product line skills for Global Support Consultants and customer coverage
  • Oversee & report on installation testing as these products move through the product release cycle
  • Drive resolution issues with R&D during the product problem resolution cycle
  • Define and report product supportability and readiness issues during the product life cycle
  • Driving production of high quality knowledge for self-service and re-use by internal and external customers
  • Ensures and reviews technical diagnosis, investigation/problem reproduction and resolution of Support Incidents submitted by customers, consultants, and partners
  • Ensures regular and concise communication of case status to Support Incident contacts
  • Overseeing the creation and maintaining of product defect tickets with Research and Development on behalf of customer issues
  • Periodic Support Incident summaries and participation in conference calls for customers with high-priority issues
  • Attendance at regularly scheduled training events and “transfer-of-information” sessions with Research and Development
  • Attendance and participation at regular departmental meetings
  • Leading or contributing to development of Global Support processes and procedures to drive effectiveness and efficiency
  • Writing and/or reviewing technical articles and FAQs for customer self-service and re-use
  • Conducting personal research, learning, and experimentation in order to improve technical and soft skills on the relevant product line(s), related technologies and support processes/methods
  • Ownership and management of customer satisfaction for the Global Support Managers team, including performing root cause analysis and corrective action
  • Comprehensive and current development plan in place for every employee
  • Ensure appropriate team contributions to general knowledge pool (e.g. communications, Knowledge Base, training development and delivery, etc.)
  • Effectiveness of regularly scheduled 1-1’s and team meetings
  • Effectiveness of informal and formal reviews of team members
  • Provide effective personnel management including hiring, feedback, coaching, and development and rewarding, so as to maintain a high level of morale on the team
  • Service business maturity
  • General Software AG product knowledge, including basic functional understanding of all products in the assigned product line
  • Project management experience (coordination of resources)
  • Awareness of application design and product development
  • Trouble-shooting expertise
  • Enterprise-level data processing industry awareness
  • Awareness of, or expertise in, several vertical market areas
  • Competitive awareness
  • Understanding of management fundamentals
  • Must possess a superior level of interpersonal and customer relations skills. Must be able to interact, present and negotiate at senior and executive management levels in both written and verbal communication
  • Must be able to manage conflict and have excellent facilitation skills
  • Must be able to work independently, with some direction by senior management as needed, while balancing multiple competing priorities
  • Must be able to build and maintain trust and credibility with a wide range of people, technical and management, Software AG and customer
25

Finance Partner Vx Global Support Functions & Global Commercial Resume Examples & Samples

  • 5-10 years experience
  • Fluent English and French
  • Driving the development and preparation of all financial requirements, including the annual budget and forecast processes, strategic long range forecasts, and measurement of actual expenses vs. these plans, key risk identification and ensuring all key business strategies are financially sound
  • Establish strong business partnerships with functional senior management and budget owners, and leverage this strong relationship to identify synergies, efficiencies and raising challenges to meet business objectives and mitigate risks
  • Actively contribute to the delivery of overall financial and functional performance through rigorous analysis of trends and forecast
  • Drive alignment with corporate global support functions and regional Finance Directors on G&A cost allocation to Vx segment
  • Close collaboration with corporate global support functions Finance Partners and the Vx consolidation team to ensure report integrity on both actuals and forecast between different reporting systems (Bison, WebI, etc)
  • Drive design of organization to maintain competitive cost basis through benchmarking
26

Support Technician Global Support Resume Examples & Samples

  • Resolve customer issues by applying EFI system knowledge and communicating via phone, web portal, and email
  • Enter and update all client interactions into customer support system
  • Report system deficiencies uncovered during issue resolution
  • Assist in developing and maintaining new and existing support tools and knowledge database
  • Assist in recreating product defects for resolution
  • Understand table structure of application software to assist clients in report writing questions
  • Maintain complete understanding of support tools used for issue resolution
27

Global Support Function Manager for Finance Resume Examples & Samples

  • Finance or business degree and Professional qualification (e.g., ACCA, ACA, CIMA, CPA, MBA)
  • Financial management experience in a commercial environment
  • Demonstrated proficiency in financial model analysis, evaluation, forecasting, strategic planning and decision making
  • Experience working with multi-national teams across multiple countries
  • Strong self-organisation with the ability to prioritise multiple tasks, where appropriate drawing upon effective project management skills
  • Ability to effectively use negotiation and conflict resolution skills
  • Strong communication skills with the ability to interface effectively with colleagues and stakeholders at multiple levels in the business unit
  • Good interpersonal skills evidenced by the ability to create a network of key partners within Finance
  • Strong team building skills
  • Excellent computer skills including Excel, Word, PowerPoint
  • Evidence of understanding of systems and processes as they affect the financial results (BISON, SAP, JDE, etc)
28

Team Lead Global Support Resume Examples & Samples

  • Architects and designs lasting business application solutions in working with Project Managers and Business Analysts
  • Takes end-to-end responsibility for the design and efficient high quality delivery of multiple major Salesforce business application components
  • Plans and directs the work of self and others by studies of design alternatives, problems and solutions
  • Effectively mentors and guides less experienced individual contributors and offshore contractors within their team
  • Regularly practices new or innovative development and Agile methodologies to focus efforts to improve results
  • Proficient in working in all parts of the Salesforce application with significant awareness of potential cross-technology stack impact
  • Utilizes modern agile and development methodologies such as continuous integration and test automation to achieve results with less effort
  • Consistently delivers on customer expectations by producing high quality applications quickly and efficiently
  • Willing to work beyond comfort zone
  • Results driven and action focused
  • Fosters a culture that stimulates innovative and creative approaches to solving problems
  • Understand current and future business goals and ongoing IT issues to ensure business success
  • Coordinate with other Technical Leads on complimentary work streams Must have experience with onshore-offshore model
  • Must be available a minimum of 3 -4 days a week from 3:00PM – 12:00AM IST to overlap with US staff hours
  • Knowledge of Agile methodologies
  • Knowledge of creating and maintaining user-friendly technical documentation
  • Salesforce certifications are a plus
  • Certified Scrum Master a plus
29

Global Support Center Engineer Resume Examples & Samples

  • Serves as an internally recognized specialist who applies, analyzes and interprets a variety of standard theories, concepts, methods, and techniques to a wide range of issues within a single technical area using imaginative as well as practical solutions
  • Provides technical support to local customer support team including diagnosis, troubleshooting, and repair support action plans
  • Uses established escalation and service management processes to provide timely responses to field situations where first-line and second-line product support has not been able to isolate or fix problems in malfunctioning EUV light source equipment
  • Reports design, reliability, and maintenance problems or bugs to system/software engineering and assists in problem communication and solution implementation to integrator operations/regional support personnel
  • Provides support to customer where the product is highly technical or sophisticated in nature
  • Provides support and adheres to corporate processes associated with new product introduction, released products, quality, technical service reporting, field service communications, etc
  • Collects data and provides data package to engineering project team so that design, reliability, maintenance problems or bugs can be addressed and permanently fixed. Assists in problem communication and solution implementation to direct customer support team personnel
  • Provide input and trigger internal processes improvements within the department to enhance productivity
  • May be involved in new product introduction support team to train, prepare, and help local customer support team with successful new product launch at customer sites
  • Works in early or late shift as assigned. Needs to support on call duty (weekdays and weekend) on rotational bases
  • In depth knowledge of MS Word, Excel, PowerPoint, and Outlook
  • Basic knowledge in utilizing design engineering tools including the capability of statistically analyzing data and reporting it in graphical formats (trend charts, CpK, Control Charts, Gauge R&R Studies)
  • Requires experience using one or more of the following software packages/language: Excel, Project, LabView, Matlab, Python
  • Must have a combination of and/or significant strengths in electronics/electrical engineering, software engineering, mechanical engineering, optical engineering, or physics
  • System performance related data analysis, system troubleshooting, and applied technical problem solving skills are essential
  • Ability to define problems statement, collect data, establish facts, and draw valid conclusions
  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
  • Ability to interpret complex situations as required and developing appropriate action plans
  • Must have significantly contributed to the successful completion of one or more projects
  • For regions - oral and written English language skills required
  • BSEE with a minimum of 4 years or BSME with a minimum of 3 years of experience with utilizing, maintaining, and troubleshooting semiconductor photolithography equipment, or equivalent experience in diagnosing, troubleshooting, and providing customer service on large scale complex manufacturing equipment
  • ASEE with a minimum of 8 years of experience related to maintaining and troubleshooting Semiconductor Photolithography Equipment that utilizes EUV or DUV light sources
  • Applied technical support/field service experience in semiconductor photolithography/semiconductor fab environment is highly desired
  • Data analytical skills with complex industrial systems for diagnostic and troubleshooting
  • Language skill: oral and written Korean, Chinese, Japanese language skills are pluses
  • The employee may occasionally lift and/or move up to 50 pounds
  • Domestic and International travel based on business needs (~25%)
  • Can observe and respond to people and situations and interact with others encountered in the course of work
  • Can learn and apply new information or skills
  • Responsibilities include periodic travel to regional and overseas sites for product technical support and special support projects
  • Work includes onsite technical support may involve heavy lifting of equipment & modules up to 50 pounds
  • Time requirements include on-call 12x6 support for field and integrator operations
  • Position will require technical work activity in a clean-room production environment and/or laboratory setting
  • Must be able to work in small, confined spaces
30

Senior Global Support Manager Resume Examples & Samples

  • Market and Sales enablement
  • Customer advocacy
  • Monitor sales pipeline activity to ensure Customer Support is a key enabler for all active sales activity
  • Represent EPS Support at all relevant customer-facing events for their region(s)
  • Work with the Global Support Director EPS and the segment operations lead in establishing support set up for new and emerging territories and markets for the EFI software business
  • Ensure the ongoing training, education and expected professionalism of the support team members vis-à-vis the organization needs
  • Work with the Global Support Managers and segment operations leads, to handle customer escalations as required, in accordance with the defined processes
  • Drive regular proactive communication and expected to build relationships with the customer base, both directly and through the Global Support team
  • Work with the Global Support Managers for EP&C, to provide a complete and concise Monthly Operations Review (MOR), with four areas of focus
  • Extensive market-specific domain expertise and experience, either as a customer or a vendor in the Packaging and Corrugated space
  • Post-secondary degree, or diploma with relevant experience in one of the following disciplines
  • Direct management experience
  • Demonstrated technical, component or workflow proficiency with EFI’s Enterprise Productivity Software
  • Proven experience and results in a very fast work pace
  • Experience and success working in a matrixed organization
  • Proven experience to collaborate across functions and geographies
  • Superlative organizational and interpersonal skills
  • Confidence in talking direct to client contacts at all levels
  • Highly self-directed - ability to identify issues with component or personnel and take action to resolve
  • General computing skills, including email and internet based navigation
  • Fluency (verbal and written) in at least one of the following languages: English, French, Dutch, German or Spanish, with any additional languages considered highly preferable
31

Senior Manager, Global Support Resume Examples & Samples

  • Manage, mentor and educate all three teams and EnerNOC stakeholders
  • BA/BS, with a degree in a quantitative/analytical field (Physics, Chemistry, Mathematics, Computer Science, Operations Research, Engineering, Statistics) or another field with demonstrated ability to work with and derive insights with technology
  • 3-5 years of experience in management and relevant business experience
  • Deep analytical expertise with operational metric reporting experience
  • Strong desire to learn new technologies
  • Demonstrated ability to work independently and in a team-driven context
  • Self-motivation and the ability to work in a fast paced, forward moving environment
  • Ability to introduce new concepts into an existing process
  • Attention to detail and an inquisitive nature
  • Excellent problem-solving and organizational skills
  • Excellent time management skills and ability to balance conflicting priorities
  • Ability to manage high stress situations calmly and effectively
  • Industry expertise and the ability to succeed at a technology enabled service provider
  • Prior experience with customer service
  • Prior experience with application management
  • Prior experience with process improvement and controls
  • Prior experience with project management
32

Global Support Specialist Resume Examples & Samples

  • Assist in the support of servers and infrastructure equipment. Install and upgrade company standard software applications
  • Provide technical support to jobsite users. Supports and maintains user account information including rights, security and systems groups
  • Has knowledge of commonly used concepts, practices, and procedures within the help desk, desktop support, and LAN/WAN fields
  • Excellent presence and communication skills both oral and written
  • Ability to work well alone and as part of a team. Be able to adaptable to changing situations and flexible with schedule
  • Ability to keep up in an extremely fast paced environment
  • Ability to learn quickly, strong troubleshooting skills, and pass that knowledge onto your peers
  • Good Customer Service Skills
  • Must demonstrate good work ethic and willingness to learn
  • Builds team effectiveness skills within own work team
  • Ability to manage multiple priorities and follow through to completion
  • US Citizenship is required
  • Windows 2003 Server Administration / Active Directory Management / VoIP experience
  • BS degree in computer science or related degree preferred
  • Typically has 3-6 years relevant experience