Technical Support Lead Resume Samples

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MW
M Waelchi
Mozelle
Waelchi
9397 Streich Key
Detroit
MI
+1 (555) 874 7798
9397 Streich Key
Detroit
MI
Phone
p +1 (555) 874 7798
Experience Experience
07/2016 present
Dallas, TX
Technical Support Lead Algeria & Tunisia
Dallas, TX
Technical Support Lead Algeria & Tunisia
07/2016 present
Dallas, TX
Technical Support Lead Algeria & Tunisia
07/2016 present
  • Ensuring new ways of working with the Technical community are established, implemented and embedded, including key links to R&D and Regulatory
  • Communicate with the local internal and external regulatory community, providing priority of actions to ensure regulatory success
  • Ensures the technical integrity of the key offers and solutions driving growth
  • Co-ordinate the Technical population in the Commercial Unit and across crop teams, ensuring the effective and efficient use of internal technical resources
  • Provide expert technical consultancy to Territory crop teams to ensure technical integrity of all offers
  • To be the interface to R&D within the Commercial Unit to ensure seemless interaction between the various teams
  • Lead and execute effective technical external communication and influencing, aligned with commercial objectives, to ensure the licence to operate for the business
07/2011 06/2016
Philadelphia, PA
Tier / Tier Technical Support Lead
Philadelphia, PA
Tier / Tier Technical Support Lead
07/2011 06/2016
Philadelphia, PA
Tier / Tier Technical Support Lead
07/2011 06/2016
  • Performs first-level network administration duties including permission assignment, password management and access control
  • Resolves issues related to remote access including VPN, Citrix, email, and network access
  • Recommends initiatives geared toward departmental process improvement
  • Provides end user training for computer hardware and software
  • Manages stock of shared computing and audiovisual equipment
  • Maintains current knowledge of technological trends and news relevant to hardware, software, training, and processes of the Desktop Operations team
  • Facilitates preparation and distribution of end user technologies, including computers and telecommunications equipment
01/2007 05/2011
Chicago, IL
Technical Support Lead
Chicago, IL
Technical Support Lead
01/2007 05/2011
Chicago, IL
Technical Support Lead
01/2007 05/2011
  • Proactively monitor 24 x 7 x 365 email services
  • Acts as primary tier in alert response and incident resolution
  • Tracks the resolution of any system or application problems
  • Ensures effective communication to internal customers
  • Manages systems and application service requests to resolution
  • Manage customer expectations through the resolution of support services and requests ensuring high quality communication, providing 1st and 2nd level technical support to internal and external customers
  • Respond to business requests for support on system, procedural and product issues within SLA's
Education Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
The University of Alabama
Bachelor’s Degree in Computer Science
Skills Skills
  • Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems
  • Flexible and adaptable; able to work in ambiguous situations
  • Computer proficiency with applicable software applications (for example Microsoft Office, CAD, Adobe Suite, programming
  • Ability to establish and maintain strong relationships
  • Ability to make right decisions based on strong analytical reasoning skills
  • Strong ability to organize work schedule and time to ensure deadlines are always met
  • Excellent active listening skills
  • Excellent interpersonal skills that build positive relationships with other team members
  • Ability to perform well in fast-paced, high-pressure environment
  • Ability to clearly articulate messages to a variety of audiences
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15 Technical Support Lead resume templates

1

Technical Support Lead-firehouse Application Resume Examples & Samples

  • At least 3-6 years of IT experience in application support and maintenance
  • Technical skills required to triage issues across multiple tiers and diverse technologies including external partners whose technology is part of FH systems
  • Strong understanding of Software Development Lifecycle; Experience with all phases of a SDLC
  • Ability to interact with users and translate needs into maintainable configurations and code fixes
  • Ability to effectively communicate client issues to the offshore development team
  • Ability to interface well with the business and technology staff
  • Experience in developing/supporting applications and change control practices
  • Experience partnering with external service providers on the delivery of IT services
  • Develop standards, policies and procedures to meet customer satisfaction requirements
  • Working cross-functionally with all departments to meet SLAs and customer satisfaction requirements
  • Ability to multitask and prioritize tasks in order of importance and priority
  • Working with other leaders to manage escalations, patches etc
  • Working with an off-shore team on effective and timely patch delivery
  • Experience in working with the on shore/ off shore development paradigm
  • Ability to support the Business Analysis team as required
  • An understanding of ITIL concepts
  • College degree in Computer Science or equivalent
2

Technical Support Lead Resume Examples & Samples

  • Manages the end user support process for all desktop and laptop computers, end user software packages and PC/printer hardware
  • Manages the support process for applicable Windows based applications and the servers they reside on
  • Manages the support process for the telephone system
  • Ensures that the PC Support function conforms to organization security policy and directives from security personnel
  • Participates in the procurement of all desktop and laptop computers, printer hardware end user software packages as required by the operational goals of the organization
  • Responsible for telecomm, PC hardware and software asset management for the division
  • Provides project management for all issues related to end user technology implementation and usage
  • Manages process development and implementation to insure timely and accurate end user support
  • Works with Engineering staff and other groups to plan and maintain the use of systems and software to ensure the division achieves its objectives through effective use of hardware and application software resources
  • Works with other Engineering and other groups to assist in meeting company objectives for hardware and software platforms and service levels
  • Selects, trains, coaches, and develops members of the group to ensure a competent and motivated staff to meet departmental objectives
  • Maintains a strong understanding in a wide variety of technical areas, including systems software and hardware expertise for platforms used
  • This position manages employees of the company with full accountability for salary, performance management, recruitment, retention, career advancement, training and development decisions
  • Bachelor’s degree or equivalent
  • 5-7 years’ experience supporting users on PCs
  • 2-3 years’ experience in a management or project leadership position
  • Extensive knowledge of hardware and software systems including: Microsoft operating systems, Microsoft back-office software, Anti-virus software and PC hardware
  • 2-3 years’ experience with administration of digital, voice/data hybrid telephone system telecommunications equipment
  • Problem solving and organizational skills
3

Unix SQL-technical Support Lead Resume Examples & Samples

  • Work closely with business in managing day to day issues, resolve user queries
  • Good inter-personal and communication skills, with excellent relationship building across multiple organizations and key touch points
  • Comfortable operating in high pressure environments whilst managing incidents across the global business
  • 10+ years experience in UNIX, SQL, ETL, Informatica, Java, Oracle, Sybase and scripting skills
  • Must demonstrate the ability to effectively communicate verbally and in writing to the team, management and the customers
  • Communicates openly and effectively in a manner consistent with the audience
4

Senior Big Data Technical Support Lead-multiple Locations Resume Examples & Samples

  • Support the Big Data initiative for Optum
  • Support the effort for continuous improvement with process and code
  • Bring forth ideas from past experience to help improve our team so that we become better at helping customers
  • Email communication, Conference Calls and ticket tracking are key elements in communicating process issues
  • Provide weekend support on a rotating basis and be available for issue resolution for production issues until completed or hand-over is required
  • Lead technical support analyst that can drive resolution of production issues from an ops perspective (technical and process)
  • 10+ years of Java experience
  • 7+ years of Data Warehouse Experience
  • 5+ years of ETL Experience - Talend or DataStage, or Informatica
  • 5+ years of Productions Support experience - Supporting projects and code that run production systems with business SLAs
  • 7+ years Unix experience - Need to use UNIX / Linux commands to locate files and directories, analyze data and move data from point A to point B
  • Available locations: Twin Cities, MN; Raleigh, NC; Austin, TX; Rocky Hill, CT; Chicago, IL; Basking Ridge, NJ
  • Coding and implementing projects and systems on a large and small scale
  • Hadoop experience
5

Asia Pacific Technical Support Lead / Manager Resume Examples & Samples

  • Enhance technical competencies in APAC through working with local services and application managers to assess service and application training needs, plan and design training schedule, coordinate training resources in the region as well as leverage with global expertise
  • Deliver technical product training to field service team in Asia Pacific regions, including new product launch and continuous training for existing products
  • Provide technical support and on-site trouble shooting to hard cases and VIP customers
  • Drive regional technical escalation process and share best practices cross regions
  • Liaison between Asia Pacific service teams and Global Technical Support teams. Voice of Asia Pacific service in key technical decisions
  • Identify gaps and drive process improvement in field service ,application support, hotline and dispatch, and technical training
  • Improve field service effectiveness for assigned product lines in the region
  • Drive daily management process for on-time Preventative Maintenance, Modification and Customer Complaints filing
  • Hands-on trouble shooting excellence and technical training experience in AU or DxH
  • Bachelors with 5 years of field service experience
  • Knowledge of the Asia Pacific IVD market, customer needs and service requirements
  • DBS experience, able to solve problems, improve processes and drive business results with PSP, Daily Management and other DBS tools
  • Organizational agility, able to build the relationship and make an impact in different Asia Pacific countries and cultures
  • Proven ability to work cross-functionally and globally to achieve business outcomes
  • Language: English, Mandarin is a plus but not a must
6

QC Technical Support Lead Resume Examples & Samples

  • Trains staff, monitors and performs testing of raw materials, in-process, release, and stability of the Bulk Drug Substance in a cGMP environment
  • Develops methods and procedures, to ensure compliance with corporate policies and procedures. Reviews data obtained for compliance to specifications and reports abnormalities. Participates in method transfer from the expert laboratories
  • Provides technical and operational expertise for training and developing staff, assisting in troubleshooting and performing investigations for out of specification results
  • Develops and maintain expertise in one or more test methods
  • Writes technical reports, and reviews and revises standard operating procedures as needed
  • Performs data analysis and trending for method transfers and process investigations
  • Assists in troubleshooting laboratory equipment and procedures, taking required corrective action
  • Knowledge of science generally attained through studies resulting in a B.S., in science, engineering, biochemistry, a related discipline, or its equivalent is preferred
  • A Raw Materials Lead will need strong technical experience with raw material test methods in accordance with USP, ES and ACS
  • Operational knowledge with the following analytical instruments, Karl Fisher Titrator, Polarimeter, FTIR, Near IR, Gas Chromatography and HPLC
  • An HPLC Lead will need strong technical experience in HPLC methods for proteins, including SEC, carbohydrate testing and peptide map
  • Strong technical experience in Capillary electrophoresis (CE-SDS and iCIEF) methodologies. Experience with method transfer desired
  • A Bioassay/ELISA Lead will need strong technical experience in ELISAs, Biacore and cell based assays
  • Experience with LIMS and Smart lab computer applications a plus
  • Strong general laboratory and organization skills, effective communication skills, both oral and written
  • Bachelor's
  • 1602249
7

Technical Support Lead Resume Examples & Samples

  • Acts as primary tier in alert response and incident resolution
  • Acts as primary tier in identifying production related incidents and issues. This includes detection of system, application, or performance degradation or unavailability
  • Manages systems and application service requests to resolution
  • Degree of college education in a technical career or BA/BS in technical discipline or equivalent experience
  • 1 – 3 years operations support experience in a high-availability environment
  • 2 – 4 years’ experience working in a cross-functional team environment that includes Technical Support, Developers, SAs, DBAs, Systems administrators, etc
  • 1 – 2 years’ experience of Windows Server in production environments using command line, networking and security concepts
  • 1 – 2 years’ experience of Sybase, Oracle and/or MS SQL experience
  • 1 – 2 years’ experience of .NET or a similar programming or scripting language preferred
  • Ability to perform well in fast-paced, high-pressure environment
8

Linux Technical Support Lead Resume Examples & Samples

  • Proactively monitor 24 x 7 x 365 email services
  • Tracks the resolution of any system or application problems
  • Escalates outage and other production interruptions to appropriate individuals/groups
  • Ensures effective communication to internal customers
  • Degree of college education in a technical career or BA/BS in technical discipline
  • 5+ years operations support experience in a high-availability environment
  • 5+ years experience working in a cross-functional team environment that includes Technical Support, Developers, SAs, DBAs, etc
  • 5+ years experience of Linux/Unix production environments, networking and security concepts
  • 5+ years experience of at least one high level language (C/C++, Java, Perl, Ruby, Python) and database concepts (SQL) and general web technologies preferred (HTML, XML, API)
  • Outstanding English communication skills, both verbal and written and strong customer focus
  • Experience with NOC tools including ticket systems and monitoring systems and strong understanding of SLA’s
  • Experience with ITIL/ITIL Foundation certificate preferred
9

Technical Support Lead Resume Examples & Samples

  • Fast learner. We’re looking for team members who thrive on applying their knowledge, learning new technologies and don’t believe in one-size-fits-all solutions. You should be able to adapt easily to meet the rapid pace of a rapidly evolving research, development, and testing environment
  • Fearlessness. You think a working proof-of-concept is the best way to make a point. You strive on proving that speed and quality are not conflicting; that you can achieve both at the same time
  • Versatility. In addition to having an intimate knowledge of core engineering fields, you understand how all the pieces fit together into integrated systems, and how they impact performance
  • Passion. You feel ownership over everything you ship; you'd never call code or design "released" until you’re confident it’s correct. You pride yourself on efficient monitoring, strong documentation, and proper test coverage
  • A team player. You believe that you can achieve more on a team — that the whole is greater than the sum of its parts. You rely on others' candid feedback for continuous improvement
10

Technical Support Lead Resume Examples & Samples

  • 7+ years' experience in a problem management/system support role in large complex organisations
  • 2+ years of experience formally leading others (mentoring experience highly desirable)
  • Experience in the Financial Services industry (Super, Pensions, Investments, Insurance)
  • Experience in Microsoft webserver and .NET technologies essential
  • Knowledge of Wrap platforms highly desirable
  • Experience in collaborating with external suppliers/vendors
  • Extensive business and IT stakeholder management experience
  • Relevant tertiary qualifications or significant IT systems management and industry experience
  • ITIL qualification/s essential
  • Understanding of Project Management methodologies (e.g. Prince2, PMBOK, Agile)
11

Technical Support Lead-l Resume Examples & Samples

  • Leading a team of 5 techs to support a Sales Force Team with tablet, laptop and smart phone issues
  • Troublshooting Dell and Microsoft Hardware along with Microsoft and proprietary software
  • Providing all levels of service - Service Desk/Desktop Support
  • Will provide support to Service Delivery Manager in the areas of reporting and tracking
  • Demonstrates knowledge of organization's business practices and issues faced and contributes to problem resolution
  • Part of management meetings to discuss the service and provide process improvement
12

Tier / Tier Technical Support Lead Resume Examples & Samples

  • Serves as Tier 2/Tier 3 technical support resource in a fast-paced and rapidly changing environment
  • Technical and customer service escalation point for the team
  • Frequently monitors ticket queue to maintain proper response times and customer service
  • Installs, configures and maintains a wide range of software applications including, but not limited to: Windows 7, Mac OS X, Office 2007 and Office 2010
  • Supports and maintains a range of computer and telecommunications equipment
  • Tests software packages for firmwide use
  • Facilitates preparation and distribution of end user technologies, including computers and telecommunications equipment
  • Maintains current knowledge of technological trends and news relevant to hardware, software, training, and processes of the Desktop Operations team
  • Able to work independently and autonomously
  • Requires some physical labor. Must be able to lift 40lbs
  • Ability to effectively communicate both oral and written with employees at all levels
13

Power PLM Technical Support Lead Resume Examples & Samples

  • Own the overall support process and provide technical expertise to support large scale enterprise Power PLM application developed using Dassault’s 3DExperience suite
  • Lead complex, multi-disciplinary teams in resolution of high profile outages / application incidents leveraging contingent worker support team, internal supporting organizations and Application & Infrastructure Operations coworkers when appropriate
  • Lead and is accountable for pertinent contingent workers access and work prioritization
  • Use data, practical knowledge and innovative insights to drive timely decisions, determine appropriate courses of action, and forecast future needs while managing risk and uncertainty for the team
  • Proactively identify and remove obstacles or barriers on behalf of the team
  • Create a culture of customer focus and high performance to solve complex application problems drive innovative solutions through continuous customer engagement
  • Demonstrate skills in collaborating with different stakeholders, influencing decisions and an ability to take strategic view
  • Minimum of 5 years of experience in application support, development or architecture
  • Hands-on experience in ENOVIA 3DExperience product
  • Hands-on experience in Java technologies
  • Working knowledge of application servers, database, Unix/Linux
  • Able to understand and translate business discussions into technical impact and solution
  • Quality and cost driven
14

Technical Support Lead East Africa Resume Examples & Samples

  • Lead a group of scientists/ agronomists /technicians/ project managers to drive continual improvement in multiplication & processing assets
  • Supports the development of a global production and processing technology strategy with the global leads that is aligned with the business needs
  • Prioritize & resource the Regional Portfolio of Production & Processing Technology Projects, securing delivery of regional projects
  • Managing at our Cutting Farms the Phytosanitary activities
  • Define target (planning) yield and yield variability and drive operational and productivity improvements in production yields, efficiency and quality through the effective management of field trial programs and the definition of production recipes based on timely and accurate data
  • Establish & develop Center of Expertise capabilities defined for the region including providing global support and maintaining governance processes
  • Provide “2nd level technical support to multiplication and processing activities; Support multiplication operations in troubleshooting when there has been a significant deviation in either yield , process efficiency or quality
  • Conduct regional sourcing and siting evaluations in close collaboration with prod. purch. & R&D
  • Establish and lead a career development and succession planning process including strategic recruitment and the development of key talents whilst maintaining the motivation and engagement of the function as a whole
  • Prioritize and align resources through effective integration with adjacent functions, managing resource conflicts and coordinating the annual budget and project processes
  • Maintain an awareness of competitive developments and key technology trends in the Seed & related industries and external technology institutions to ensure that innovations are identified, evaluated and implemented
  • Co-Own improvement targets with the assets and deliver technology solutions which add value and result in sustainable solutions
  • Ensure full HSE compliance and promote environmentally sustainable solutions
  • Member of the Production and Processing Technology leadership team, Asset Manager leadership team
  • University degree or equivalent in biology, biochemistry, chemistry or chemical engineering
  • Production/ processing technology management role preferably across a range of crops and at a senior level
  • Capability to engineer processes and scale up into commercial production
  • Leadership in teambuilding and managing change within a complex, matrix organization and across different functions
  • Senior stakeholder influencing and management
  • Cross functional and multi-cultural project management
  • Expert knowledge of production/ processing technology
  • Project/program management across functions
  • Ability to catalyse transformation and change in the organisation
  • Sound analytical and problem solving / solid IT skills
  • Balance drive for change with business operational agenda and readiness
  • Good Communication skills with all levels of management and internal team
  • Excellent Stakeholder engagement skills
15

Test Technical Support Lead Resume Examples & Samples

  • During the execution of the tests, verify the steps in Test Procedures
  • Support the analysis of test results and evaluation of test pass criteria
  • Log defects in the RQM database
  • Write Test Report
  • Better knowledge of one of the railway signalling domain: Interlocking, Traffic Management System, European Train Control System (ETCS), GSM-R, Fixed Transmission Network, Railway operation
  • Support the execution of the tests on site
  • Support the analysis of the tests executed on site
  • Support in the investigation of issues
  • Participate to the correct execution of the site testing by verifying the steps in Test Procedures; This position necessitates understanding of the system put under test and will give the candidate opportunity to know more on railway signalling systems and site testing activities
  • Educated to degree Level
  • Support the site test preparation
16

Propulsion Technical Support Lead Resume Examples & Samples

  • Be a key member of Prime Air’s propulsion team
  • Support Engineers in testing and assembling prototype test hardware
  • Help maintain the propulsion laboratory
  • Conduct receiving test on new hardware
  • Help develop database tools to track data and test information
  • Associates degree in electrons or related field
  • Lab proficiencies
  • Test and data collection experience
  • Bachelor’s degree in EE or related field
  • Experience assembling and building prototype batteries and/or hardware
  • Experience conducting receiving tests for hardware/motors
  • Experience with LabVIEW
17

Power Generation PLM Technical Support Lead Resume Examples & Samples

  • Own the overall support process and provide technical expertise to support large scale enterprise Power Generation PLM application developed using Dassault’s ENOVIA V6 suite
  • Own and be accountable for Application and platform SLA’s against operational commitments, effectively balancing different, competing objectives
  • Lead application monitoring and P&A reporting leveraging a consistent tool and approach across other similar applications in the portfolio
  • Use disciplined approaches to monitor application platform and service progress via effective information dashboards for operational metrics, defect, quality, change control, and compliance
  • Lead complex, multi-disciplinary teams in resolution of high profile outages/application incidents leveraging contingent worker support team, internal supporting organizations and Application & Infrastructure Operations coworkers when appropriate
  • Actively drive prioritization of items and help form the team and schedule to meet business needs
  • Beyond driving day-to-day operational tempos and rigor, contribute to strategic business rhythms including Application Architecture and Roadmaps for the coming year
  • Bachelor's Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math)
  • Hands-on experience in ENOVIA V6 product
  • Ability to influence and build consensus with other IT teams and leadership
18

Technical Support Lead-mendeley Resume Examples & Samples

  • Supervise, monitor, support, troubleshoot, and resolve operating issues, including failures and service level degradation
  • Lead the development of detailed technical documentation and standard operating procedures to perform various responsibilities
  • Identify when operating procedures need to be changed, updated, or developed
  • Refer software problems or defective products to development teams; participate in the resolution/problem identification process
  • Perform complex and escalated troubleshooting and problem resolution for all types of the Mendeley infrastructure as assigned — Desktop products, mobile apps, web features, etc
  • Participate in resource planning and new product rollout projects
  • Carry out management responsibilities in accordance with the organization’s policies, procedures, and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems
  • Ensure all staff are provided with training and resources needed to perform their jobs to the best possible degree
  • Ensure all staff are provided with frequent feedback and coaching in order to meet and exceed individual and team performance goals consistently
  • Empower the staff to be accountable and responsible for their own actions and decisions
  • Demonstrable expirence of Service Desk experience
  • Experience managing small teams preferable
  • Technical writing documentation/SOP development knowledge
  • Understanding of operating procedures and when they should be changed/updated
  • Ability to troubleshoot complex operations issues
  • Ability to troubleshoot complex software issues
  • Strong skills in setting, communicating, implementing, and achieving business objectives and goals through the direct management of others
  • Strong organization/project planning, time management, and change management skills across multiple functional groups and departments, and strong delegation skills involving prioritizing and reprioritizing projects and managing projects of various size and complexity
  • Strong problem-solving experience involving leading teams in identifying, researching, and coordinating the resources necessary to effectively troubleshoot/diagnose complex project issues; prior success extracting/translating findings into alternatives/solutions; and identifying risks/impacts and schedule adjustments to facilitate management decision-making
  • Strong communication (verbal and written) and customer service skills
  • Strong interpersonal, communication, and presentation skills applicable to a wide audience including senior and executive management, customers, etc., including diction/terminology and presenting information in a concise and effective manner to clients, management, and various departments using assorted communication mediums
19

Technical Support Lead Resume Examples & Samples

  • High school education or Equivalent
  • To adequately perform the duties of the job individuals must possess a minimum of 6 months to 1 year general experience, or equivalent college level education
  • Familiarity with computer technology
20

Technical Support Lead Resume Examples & Samples

  • Manage and oversee/supervise line tech daily routine maintanance activities
  • KPI tracking, monitoring & interface with others for improvement
  • Resources coverage management
  • Oversee & maintain work areas 5S cleanliness
  • TM Discipline & compliances (EHS ,work procedures & EICC ruling
  • TM Skill development & cross training
  • Ensure line safety compliant
21

POS Technical Support Lead Resume Examples & Samples

  • Performs highly technical work regarding the School Food Modernization Program that supports various systems for technological advancement including POS, menu planning, food ordering and inventory management
  • Coordinates with senior staff, IT personnel, and vendors required to address complicated technical issues related to existing, outdated technologies and the movement of such to an updated platform
  • Manages highly complex technical issues associated with the goods and services provided by the vendor for updated technologies
  • Manages the implementation of servers, workstations, kiosks/thin clients, and a distributed networking architecture to automate meal accountability, centralize core operations, create a cashless system, and improve overall efficiency
  • Provides instruction within the Office of School Support Services senior staff regarding routes to take for addressing complex vendor and in-house IT problems
  • An associate degree or 60 semester credits from an accredited college and three years of satisfactory full‐time experience, acquired within the last seven years, as described in ʺ1ʺ above; or
  • A four‐year high school diploma or its educational equivalent and four years of satisfactory full‐time experience, acquired within the last seven years, as described in ʺ1ʺ above; or
  • Education and/or experience equivalent to ʺ1ʺ, ʺ2ʺ, or ʺ3ʺ above. Undergraduate college credit can be substituted for experience on the basis of 30 semester credits, from an accredited college, for six months of experience. However, all candidates must have at least a four‐year high school diploma or its educational equivalent and two years of satisfactory full‐time experience, acquired within the last seven years, as described in ʺ1ʺ above
22

Technical Support Lead Resume Examples & Samples

  • Develop and deliver training sessions both to improve service deL1very and faciL1tate the development of colleagues in and outside of your immediate team
  • Knowledge Management
  • Minimum 3 years' experience in technical support
  • Experience of working with CRM to document communications and technical troubleshooting
  • ExceL-1ent customer service skills
  • AbiL1ty to clearly communicate concepts, processes and troubleshooting methodology to colleagues and customers
  • Experience with backup & recovery software
  • Experience with planning and executing system restores and site recoveries
  • Advanced networking and server troubleshooting skills
  • Working knowledge of Linux, VMware, HyperV, Storage
  • Experience of working with database technology including MS SQL Server
  • In-depth understanding of concepts of Security, Encryption, Compression, the Cloud, Big Data, File Systems Preferred
  • Experience of instaL-11ng, configuring and troubleshooting one or more of Ahsay, Asigra, DR, LiveVault or Druva backup/ DR solutions
23

Technical Support Lead Resume Examples & Samples

  • Document problems thoroughly and accurately related to requiring support for Software, Hardware and/or configuration changes
  • Respond to customer complaints in a professional manner; attempt to resolve complaints successfully when possible
  • Assist in compiling and distributing various reports for management
  • Provide customer with updates as to the progress of trouble tickets
  • Triage customer issues by acting as liaison between customer and Engineering or Tech Ops
  • Proactive Customer Contact for outage or maintenance
24

Technical Support Lead Algeria & Tunisia Resume Examples & Samples

  • To oversee all innovation projects (Seeds, CP, solutions) in the Commercial Unit to ensure technical integrity, on time delivery and thorough planning of their introduction by the crop teams
  • To be the interface to R&D and Regulatory within the Commercial Unit to ensure seemless interaction between the various teams
  • Lead and develop the Commercial Unit technical expertise and technical community ensuring efficient use of resources, cohesive communication and consistent interaction with Territory/Commercial functions
  • Lead and execute effective technical external communication and influencing, aligned with commercial objectives, to ensure the licence to operate for the business
  • Accountability for the timely and successful launch of innovation within the Commercial Unit through participation in the Territory Portfolio Committee
  • Co-ordinate the Technical population in the Commercial Unit and across crop teams, ensuring the effective and efficient use of internal technical resources
  • To be the interface to R&D within the Commercial Unit to ensure seemless interaction between the various teams
  • Provide expert technical consultancy to Territory crop teams to ensure technical integrity of all offers
  • Communicate with the local internal and external regulatory community, providing priority of actions to ensure regulatory success
  • Develop and interact with an external network of key influencers to support the business (inc. regulatory submissions) – Technical / Influencers / Industry Association
  • Ensures alignment of the regulatory plan to the commercial plan and Commercial Unit strategy
  • Ensures the technical integrity of the key offers and solutions driving growth
  • Leads the development of stewardship and sustainability activities in the Commercial Unit and aligning them with and into commercial solutions and offers cross crop
  • Ensuring new ways of working with the Technical community are established, implemented and embedded, including key links to R&D and Regulatory
  • Within the critical area of solution development identify technical capability requirements and deliver plans to meet them
  • Understands development cycles for CP, Seeds and solutions
  • Internal experience of the agri-business sector in Technical Support, Marketing, Sales and Strategy
  • Experience in campaign development and management
  • Sets ambitious strategic goals
  • Builds a culture of innovation
  • Focuses on customers
  • Develops people, organization and self
  • Understands market dynamics and competitive environment
  • Financial acumen
  • Influencing and negotiation
  • People/team management
25

Technical Support Lead-retail Resume Examples & Samples

  • Gain and maintain detailed technical proficiency with Diebold Nixdorf POS software solutions as well as related products as necessary
  • Build, maintain, and apply configuration data
  • Define, install, and configure labs internally and at customer sites
  • Support and train customer on use of product
  • Capture and analyze issues and defects reported internally and by customer
  • Document and communicate issues, configuration changes, fixes, etc. to project team
  • Maintain accurate accounting of work time
  • 6+ years of experience in technology administration
  • Advanced oral and written communication skills including formal presentations
  • Knowledge of commonly used concepts related to software architecture and development
  • High level of proficiency in software configuration and best practices
  • Working technical knowledge of Microsoft operating systems, internet, and intranet technologies
  • Extensive knowledge of store systems, processes, and applications
  • Expertise in writing and maintaining configuration data and related project reports using Microsoft Word, Excel, Power Point, or other appropriate tools
  • The ability to speak effectively before groups of customers or employees of organizations
  • Self-motivation, resourcefulness and a positive and enthusiastic attitude
  • Flexibility in a fast-paced, ever-changing deadline driven environment
  • Excellent time management skills and the ability to prioritize as workload changes
  • Conscientiousness with consistent follow-through on projects
  • Advanced organizational abilities and attention to detail
  • The ability to correspond independently with senior executives
  • Experience working in cross-functional/international project teams
  • Physical demands: While performing the job, employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. Employee may occasionally lift and/or move up to 25 pounds. Specific vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus
  • Work environment: The noise level in the work environment is usually moderate
26

Technical Support Lead Resume Examples & Samples

  • Proactive mentality heavily involved with Analysts tickets
  • Promote a “resolve root cause” mentality searching for ways to resolve the problem, not just the incident
  • Lead the effort to ensure analysts have a way forward for Support Requests that do not have a defined solution
  • Define training requirements to further develop analysts capabilities
  • Maintain positive results and low ticket queues while allowing analysts to work modified schedules
  • Be the Technical SME for commercial support
  • Identify and correct deficiencies in policy and procedure
  • Responsible for coaching and reviewing the work of lower level technical staff
  • Influence team members regarding solution design, process and/or approaches
  • Monitor TSC personnel to ensure they are performing their assigned duties as identified in their goals
  • Monitor TSC personnel to ensure they are meeting time and attendance requirements
  • Monitor the age of all open/pending tickets utilizing the “Ticket Age” report
  • Review all open tickets daily
  • Ensure all open/pending tickets are updated weekly
  • Complete all projects and assignments in a timely manner
  • Manage a historical archive of projects for management research/review
  • Research/analyze process flows to determine/recommend possible business process changes
  • Researching/ Analyzing software discrepancies and providing technical documentation for proposed solutions to the Software team
  • Manage/Develop/Create supporting documentation of problem resolution findings to all support analysts and other support departments
  • Must be able to multi-task multiple high priority items with the ability to properly prioritize and be part of a team environment
  • Experience with all Varec products and services
  • Hands on administrative and technical experience with all Microsoft Operating Systems and database management
  • Systems to date
  • Full understanding of IT networking architecture with relation to Client Server configurations and/or thin/thick configurations
27

Technical Support Lead Resume Examples & Samples

  • Mentor and coach new representatives through their training period
  • Serve as a product line expert within the team and be able to speak to and assist with common issues in the respective product line
  • Handle escalations
  • Utilize strong technical and analytical problem solving skills to effectively resolve technical issues
  • Support customers effectively via phone, email, and chat in a quick and professional manner
  • Troubleshoot student workstation problems and technical issues for full spectrum of users providing effective and efficient assistance
  • Learn and maintain proficiency in company operating systems and product lines
  • Accurately maintain customer contact history documentation in internal call tracking system
  • Follow and develop test plans for new websites or applications
  • Help to maintain a professional and respectful work environment
  • Support Manager and Supervisor's goals and vision for the department
  • Associate's Degree (A.A.) in a related field
  • 1-3 years related experience
  • Technical support, customer service, or software or mobile device support experience
  • Past experience mentoring and training internal team members
  • Two years experience considered in lieu of every year of formal education required
  • Understanding of MAC and Windows Operating Systems, remote support applications, and basic knowledge of network connectivity
  • Intermediate knowledge of LEAN tools is also beneficial
  • Ability to remain empathetic and professional during escalated calls
  • Strong interpersonal skills, with a focus of rapport-building, listening, and questioning
  • Demonstrated ability to work in a team-oriented, collaborative environment
  • Skilled in presenting ideas in user-friendly language
  • Preferred qualifications of Bachelors degree in related field and bilingual in English and Spanish
28

Iewtpt Technical Support Lead Resume Examples & Samples

  • Provides analysis and manages research methods for national security, infrastructure, technology, country, geographic area, biographic and targeted vulnerability
  • Prepares and reviews assessments of current threats and trends based on the sophisticated collection, research and analysis of classified and open source information
  • Develops and maintain rules and methodologies for analytical procedures to meet changing requirements and ensure maximum operational success
  • Oversees the collection of data using a combination of standard intelligence methods and business processes
  • Performs data collection, analysis, interpretation, and management duties
  • Delivers presentations that reflect the results of the data analysis
  • Provides data-related training to staff
  • Provides guidance and work leadership to less-experienced staff
29

Technical Support Lead Resume Examples & Samples

  • Partner with SDM and AM teams to build relationships with client decision makers, business contacts, and influencers
  • Support the AM Team to develop the client technical architecture strategy and roadmap, helping to identify opportunities to upgrade, modify or add products so that they meet customers’ needs more effectively
  • In conjunction with Advanced Professional Services (PS), participate in the Service Take On (STO) process for new customers, or take on of existing customer’s new products/services, ensuring that environments are in a fit for purpose state, and that all relevant documentation is complete and ready to be taken into Operations
  • Provide client business, technical, and product knowledge in support of post sales activities in order to ensure customer satisfaction, ensuring that all relevant technical documentation, process, run-books, and DR Test Plans are continually maintained
  • Establish and maintain role as a technical expert addressing client product related questions and challenges for customers, and as a point of escalation for Advanced Operations Support Teams on an advisory basis promoting “best practice”
  • Support the Change Advisory Board process by being the Client’s expert technical representative and feeding back on any outcome of changes raised and implemented
  • Monitor client services to ensure optimal usage of Advanced product stack and optimal performance, producing monthly reports for the client SDM, adding the necessary technical observations and commentary
  • Assist the SDM in reviewing and progressing Major Incident Reports and any associated Root Cause Analysis, identifying Problems monitoring through to resolution, and to help drive any Service Improvement Plans
  • Diligent
  • Conscientious
  • Technically Minded
  • VMware 4.5, 5, 5.5 & 6 installation and system administrator
  • Windows Server 2008/2012 R2 system administrator
  • Exchange 2010/2013
  • Office 365 system administration
  • Data Centre awareness
  • Knowledge of Cloud technologies (AWS, Azure & Private)
  • General LAN\WAN administration
  • Server Migration (FAP & Exchange)
  • Working knowledge of Incident/Problem/Change Management frameworks such as ITIL
  • Experience and knowledge in Project Management principles, methodologies and tools
  • Ability to provide input into bid, project and technical documentation
  • Ability to deal with sensitive customer issues
  • Exceptional communication skills – both written and verbal
  • Excellent active listening skills
  • Ability to clearly articulate messages to a variety of audiences
  • Ability to match client’s business requirements with product capabilities
  • Ability to make right decisions based on strong analytical reasoning skills
  • Excellent interpersonal skills that build positive relationships with other team members
  • Strong ability to organize work schedule and time to ensure deadlines are always met
  • Ability to influence others and move toward a common vision or goal
  • Experience of any Microsoft technologies an advantage (Hyper-V and DPM backup)
  • ITIL Certified - Foundation essential, Practitioner preferred
  • Degree Qualified
  • VCP 5 or above
  • Microsoft Accreditations