Technical Support, Senior Resume Samples

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L Lebsack

Lexie

Lebsack

915 Eichmann Ridge

Houston

+1 (555) 693 8767

915 Eichmann Ridge

Houston

Phone

p +1 (555) 693 8767

Experience Experience

Chicago, IL

Software Technical Support Senior

Chicago, IL

Mraz, Grant and Mayer

Chicago, IL

Software Technical Support Senior

Updates GEHC system with resolution status
Performance/ Crashing problem solving/t-shooting
AWR and ASH reports
Provides advanced customer support in 24x7 environment
Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe
Ensure timely dispatch closure
SQL script creation

Boston, MA

Technical Support Senior Manager

Boston, MA

Armstrong Group

Boston, MA

Technical Support Senior Manager

Provide guidance to employees according to established policies and management procedures in meeting objectives
Manage and prepare budgets and work closely with senior management on forecasting, discrepancies, variance trend analysis, etc
Work with leadership to identify, develop and present training that accelerates the development of the organization
Devise metrics that shape the services provided and execute against service level agreements
Expertise in Business Process Management (BPM) design & management methodology
Work closely with the Division in the introduction of newly developed products
Manage partners and engage with various local function teams to improve service quality

present

Los Angeles, CA

Technical Support Senior Specialist

Los Angeles, CA

Schmidt LLC

present

Los Angeles, CA

Technical Support Senior Specialist

present

Maintains the existing maintenance base while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities
Maintain existing maintenance bases while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities
Position is responsible for developing employees, promoting teamwork, and fostering open and effective communications
Working with Project Managers and Developers to fix Customer Issues
Actively pursues revenue opportunities while effectively controlling expenses and assigned assets
The position includes customer support, training, software implementation and software installations
Promote and manage time-and-material (T&M) activities; Manage expenses effectively (overtime, parts, and assets)

Education Education

Bachelor’s Degree in Computer Science

University of Pittsburgh

Bachelor’s Degree in Computer Science

Skills Skills

Strong leadership skills with proven ability to influence and garner support for business objectives
Highly accountable
Strong understanding and working knowledge of Networking, Server and Virtualization technologies
Strong ability to foster teamwork within a collaborative culture
Ability to identify technology trends and drive strategic direction for a group
Ability to evaluate problems(RCA), challenge norms & identify & drive unique solutions
Engage and collaborate with the sales organization to communicate operational details and provide information on partner effectiveness
Strong Customer-Focus combined with Business Acumen
Interact with partners regularly to drive improvements in technical capability and post-sales support of products
Solid understanding of ITIL Service Management framework & process

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15 Technical Support, Senior resume templates

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Technical Support Senior Manager Resume Examples & Samples

Lead a team/partners to provide technical support to customers in ANZ and SA
Responsible for tech support key performance such as service level, customer satisfaction and case resolution
Manage partners and engage with various local function teams to improve service quality
Drive initiatives and projects to ensure customer satisfaction
Drive down cost by improving productivity, strengthening dispatch process, and enhancing team competencies
Liaison with local functional leaders on behalf of client basic support organization
Bachelor's degree, at least ten years’ experience in customer service or related call center management experience
Good command skill and result oriented
Analytical and is familiar with leveraging data and metrics to manage operation
Strong operational and management experience with proven ability to lead an organization in customer support
Excellent communication, presentation and negotiation skills are essential
Willing to take challenge and the ability to prioritize multiple tasks
Proficiency in English
Partner management skill is a plus

Technical Support Senior Manager Resume Examples & Samples

Manage the implementation of processes and plans to ensure effective delivery of technical and support services for Autodesk products
Measure and monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards
Direct investigation and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure timely communication to customers and appropriate stakeholders
Direct and manage staff in implementation of initiatives and delivery of service plans that support customer satisfaction; ensure appropriate resources are in place and work schedules are established
Manage and implement employee Human Resource Programs and initiatives; ensure implementation of employee performance plan, on boarding program, employee development and coaching initiatives etc
Manage and prepare budgets and work closely with senior management on forecasting, discrepancies, variance trend analysis, etc
Engage and collaborate with the sales organization to communicate operational details and provide information on partner effectiveness
Drive communication in the organization; ensure new information is coordinated with support teams and partner teams
Interact with partners regularly to drive improvements in technical capability and post-sales support of products
Lead or participate in setting organization vision, global projects and initiatives; proactively identifies more efficient strategies to promote efficiency
Ensure staff are adequately prepared to support products by developing, planning, and implementing training, processes and programs
Provide leadership and direction to Specialists to drive resolution of bugs, enhancements or defects for customers
Develop relationship with Division staff, drive alignment, understanding and results needed to achieve customer satisfaction and business objectives
Establish working relationship with Product Development and Product Management to ensure feedback from customers are addressed, actions are taken and tracked, and customers and staff are informed of progress
Work closely with the Division in the introduction of newly developed products
Work with Acquisitions as they move in and through the integration process

Technical Support Senior Manager Resume Examples & Samples

Experienced presenter
Excellent planner
Schedule driven
Decision driver
Collaborative spirit
Great listener
Business savvy
Highly accountable
Impact focused
Globally aware

Software Technical Support Senior Resume Examples & Samples

Uses advanced troubleshooting techniques and programming skills to make needed modifications to customer database to ensure information integrity for the customer
Updates GEHC system with resolution status
Performance/ Crashing problem solving/t-shooting
AWR and ASH reports
EMR Traces
Oracle tuning
Client/Server specifications
SQL script creation
Some limited Integration/Linklogic
Demonstrated ability to effectively interface with cross-functional teams
Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position
Complete all planned Quality & Compliance training within the defined deadlines
Bachelor’s degree in Computer Science, IT or related field
Highly motivated team-player
Prior project or technical leadership experience
Demonstrated ability to train and mentor peers
Ability to drive improvements in efficiency

Technical Support Senior Engineer Resume Examples & Samples

Proactively review customer networks and determine where there may be issues by using multiple combined SW / HW components or cross multiple platforms using multiple protocols
Display expertise in industry protocols, solutions and customer situational management
Works with management and teams to implement
Displays expertise in industry protocols , solutions and customer situational management
Minimum 4 years of relevant work experience and a Bachelor’s degree or equivalent, or 3 years of relevant work experience and a Master’s degree or equivalent
Previous experience working in a technical support role

Technical Support Senior Manager Resume Examples & Samples

Must be able to perform with high competence under stressful conditions
Able to motivate others in sensitive situations
Must have strong analytical skill. Six Sigma or similar process improvement experience is preferred
Strong leadership with a sound technical background and experience. Minimum 6 year of team management experience
Prefer at least 6 years directly related experience in Technical Support and/or Call Center operations

Technical Support Senior Specialist Resume Examples & Samples

The Technical Support Senior will work as part of a team
The position includes customer support, training, software implementation and software installations
Independent service work with customer's end users and key roles (CIO, PM etc.)
Working with Project Managers and Developers to fix Customer Issues
Experience High pressure and challenging environment
Comfortable working with people in many different roles including IT, QA, Project Management and end users
At least 3 years of experience in Software Support
SQL databases advanced level knowledge required
Knowledge / experience in Retail
Knowledge / experience in SQL SERVER

Technical Support Senior Engineer Resume Examples & Samples

Installation teams, the lead on complex CM installations and service oriented work
Defines and approves application standards and specifications; provides oversight for definition of product content to ensure that appropriate parties are kept informed of client and company requirements and policies
Implement application modules that work together to produce desired product. Ensures that modules provide all functionality described by application experts to ensure that performance guidelines are met
Provides analysis and design reviews to other members in the department to avoid duplication of efforts in solving the same application problem with different products
Acts a liaison between third party vendors and the company to procure, develop and/or integrate their applications into company products to ensure that applications are in accordance with company product standards and guidelines

Software Technical Support Senior Resume Examples & Samples

1 Uses advanced troubleshooting techniques and programming skills to make needed modifications to customer database to ensure information integrity for the customer
Understands and follows corporate, divisional and departmental standards
Assists in conducting business evaluations and document findings in the agreed upon turn-around times
Acts as a resource, coach, and mentor as applicable, including serving as a functional resource to staff and customers
Displays in-depth knowledge to support multiple products or suites with little or no assistance, while maintaining a high level of quality and following all GEHC department standards
Meets with customers as necessary, analyzes their needs, and provides insight into products and their functionality
May be required to work overtime, on-call, weekends, and holidays
Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible
Provides advanced customer support in 24x7 environment
Bachelor’s Degree with minimum of 3 years technical working experience or Associates Degree and 5 years of technical customer support experience or High School Diploma/GED and High School and 7 years of customer support experience
Computer skills to include knowledge of software programing and database applications
Knowledge/experience with the healthcare industry
Demonstrated ability to train/mentor peers
Knowledge of GE Healthcare products preferred

Technical Support Senior Associate Resume Examples & Samples

Assembles, configures, deploys and repairs Elliott School computers and equipment
Troubleshoots hardware, software, and network connection problems
Provides training, as needed, on new procedures, equipment software and applications
Works with the Division of IT (DIT) to resolve the most complex issues or issues requiring university resources. Further partners with DIT to enable and promote cybersecurity awareness and compliance, and protect institutional private information and intellectual property
Develops accurate inventory of assets. Maintains inventory of existing and available computers for emergencies and/or new staff and faculty
Performs other related duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position
Help desk or computer lab experience in an academic environment is desired, preferably in higher education, to include familiarity with configuring multi-user computer, computer imaging and roll-out, wired and wireless networking, and frequent interaction with end-users
Experience with PC software and hardware support is desired
Excellent oral expression and demonstrated superior service orientation
Demonstrated problem-solving skills and attention to details
Demonstrated ability to work well independently and with others
Experience with IT Service Management software
The ability to troubleshoot technical problems, evaluate individual user and network problems, and perform the necessary service actions required to correct technical problem(s)
An understanding of Audiovisual equipment used in the classroom

Technical Support Senior Specialist Resume Examples & Samples

Position provides management and coaching support to employees in a designated territory in order to meet customer Service Level Agreements (SLAs); Manages all territory activities to ensure delivery of on-site support services by promoting and improving customer and employee satisfaction
Position is responsible for developing employees, promoting teamwork, and fostering open and effective communications
Actively pursues revenue opportunities while effectively controlling expenses and assigned assets
Maintains the existing maintenance base while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities
Responsible for working effectively with other organizations and individuals; Developing and maintaining working relations with key customers in designated territory
Advise customers about service and service delivery, including maintenance agreements and SLAs; Respond to customer opportunities, issues and complaints in a timely manner; Develop relationships and interact with internal customers (Service Account Managers and Analysts, Customer Advocates, Service Implementation Managers, FSC Service Coordinators, etc.)
Monitor SLA performance against target for territory; Perform root-cause analysis and preventive measures for repeated escalations; Analyze issues for missed targets and implement corrective actions
Solve escalations due to resource problems (e.g., disciplinary and soft-skills issues) in collaboration with the FSC Service Coordinator
Ensure an environment that promotes effective communications, positive employee relations and teamwork; Motivate, empower, develop and, as appropriate, recognize and reward individual and team achievements
Conduct hiring activities, which includes headcount approval, job posting, interviewing, selection, and on-boarding activities; Monitor performance improvement issues and provide appropriate coaching and counseling
Execute the performance management process, which includes objective setting, development planning and quarterly/annual performance reviews; Conduct individual and team meetings on a regular basis
Balance tiered workforce in order to successfully deliver service to customers
Plan and manage vacation and training schedules effectively to meet daily availability goals
Promote and manage time-and-material (T&M) activities; Manage expenses effectively (overtime, parts, and assets)
Be responsible for physical assets including tools, test equipment, vehicles, etc. and service parts, both assigned (PPK) and loaned (issued on a work order); Manage parts usage and service parts returns including surplus stock, loaned parts and PPK adjustments; Contribute to the review and revision of appropriate parts inventory levels
Maintain existing maintenance bases while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities
Conduct on-going, open communications with assigned FSC Service Coordinator on a daily basis; Support the FSC Service Coordinator in managing SLA performance; Consult with the FSC Service Coordinator on service delivery escalation, both proactive and reactive; Meet regularly with the FSC Service Coordinator to review and improve SLA performance and CE utilization; Consult with the FSC Service Coordinator on the best of use of resources from the territory
5+ years of related experience including supervisory experience
Previous supervision of 20+ employees
Ability to travel as needed based on business needs
Ability to manage a changing environment; Ability to quickly assess situations and make appropriate decisions to meet competing demands
Remain as up-to-date as possible on industry products and trends
Perform rotational on-call duties as required
Ability to manage daily communication such as e-mail and voice mail and respond in an appropriate timeframe

Software Technical Support, Senior Resume Examples & Samples

Uses advanced troubleshooting techniques and programming skills to analyze and resolve customer issues as assigned in compliance with the standard turn-around time or project milestones
Uses standard utilities and programming skills, deliver software to customer sites from GEHC standard version libraries
Supports product or application with little or no assistance, while maintaining a high level of quality following all GEHC department standards
Is responsible for quality solutions to be implemented at client sites
Adheres to and advances the use of GEHC coding conventions, debugging techniques, tools, and documentation. Expert in the use of a wide range of debugging techniques
Analyzes and resolves complex software issues with minimum assistance
Serve as an escalation point within the team to increase knowledge and decrease escalations
Specifies, sets up, codes, and processes complex conversion and interfaces for assigned clients as applicable - meeting all project plan dates set
Has a concentration in/familiarity with other applications to develop integration expertise
Identify and report any personal quality or compliance concerns immediately to the Quality Organization
Ensure timely dispatch closure
Ability to travel to site and interface with healthcare professionals, 3-5 days/week
Ability to work in a remote environment when not at a customer site
Ability to work independently with minimum direction
Must be located in the Clearwater/Tampa FL area
Bachelor’s Degree in Computer Science, IT or related field
Ability to stay calm in pressurized situations and coach people through solving problems
Proficient in Microsoft Office Suite, Excellent computer skills, Networking ability

Server Technical Support Senior Manager Resume Examples & Samples

Manages the hiring, staffing and maintenance of a diverse and effective workforce
Oversees real-time management, staffing level requirements, forecasting and workplace scheduling
Provides direction and guidance for administration and results for multiple departments within a function or work area
Oversees multiple teams and significant assignments
Establishes budgets, operational plans and performance requirements
Resolves operational issues and oversees Customer Escalations
Assists in the development and implementation of strategic plans
Monitors daily progress/status and makes adjustments/corrections to ensure optimal performance and service
Drive Fun activities, rewards and recognition

Data Center Technical Support, Senior Resume Examples & Samples

Translate current and new business requirements into operational process
Work with members of the Enterprise Technology Group team and the extended IT organization to implement and support numerous internal and customer facing SaaS applications
Create technical documentation for infrastructure solutions, policies, and operating procedures
Work closely with product managers to understand product roadmaps, and recommend solutions to address future business requirements
Install low-voltage communication cables, communication cards and controllers
Ability to completes individual tasks and deliverables within project timelines
Results driven individual who enjoys working in a fast paced and challenging environment

Technical Support Senior Manager Resume Examples & Samples

Leverages the knowledge and skills of managers or teams of professionals
Manages multiple teams and significant assignments
Resolves operational issues

Technical Support Senior Manager Resume Examples & Samples

Daily: Provide guidance and leadership to direct reports
DailyWeekly: Monitor queue metrics to ensure the following Customer Service Delivery goals are met
Warranty Cost
Weekly: Prepare and maintain scheduling according to weekly call volumes
Monthly: Setup monthly One on One’s with each team member, focusing on the following
As Required: Prepare yourself and your team for future technology trends
Prepare yourself and your team for future technology trends
Interact with Dell Enterprise Customers when necessary to provide exceptional Customer Experience
Lead cross-functional teams with global reach that encompass a variety of technical specialties
Work closely with key vendors to build strategic relationships
Work with leadership to identify, develop and present training that accelerates the development of the organization
Identifies key drivers for all products, review product reports, call trends and logs on a weekly basis
Work closely with Product Group, marketing and Customer Advocacy Group attending meetings with Core Teams to identify critical focus areas and define future plans
Provide guidance to employees according to established policies and management procedures in meeting objectives
Anticipate, Participate and Lead technical service integration of acquisitions
Strong understanding and working knowledge of Networking, Server and Virtualization technologies
5 to 10 years’ real world experience managing or supporting in the IT industry with relevant certifications and degrees
Expert Knowledge of Enterprise Data Center products, customer service, policies and procedures
Demonstrated ability to identify and drive operational and process improvements
Ability to present to senior executive leadership
Ability to identify technology trends and drive strategic direction for a group
Proven track record of successful people management
Strong ability to foster teamwork within a collaborative culture
Must possess a strong ability to multitask simultaneous management and team escalations
Bachelor’s/Masters Degree (BE/BTECH/MBA/MS)

Technical Support, Senior Resume Examples & Samples

Resolves technical issues of end users related to an IT product, application, service, or software/hardware configuration to ensure efficient operation and execution of the system
Provides second-tier support to end users for either PC, server or mainframe applications, or hardware to ensure the impact of technical issues to end users and their associated work responsibilities is minimal
Handles problems that the first-tier of help desk support is unable to resolve to ensure the problem is corrected within a satisfactory timeframe
Simulates or recreates user problems to resolve recurring or potential operating difficulties
Recommends systems modifications to a given IT platform or system to reduce user problems
Monitors system performance and reports alarms and variations in traffic to ensure system capacity is sufficient
Ensures delivery of systems raw data that are necessary for statistics and provides reported statistics for system technical KPIs to ensure decisions are supported with quantitative data
Participates in education and training about system/service to increase the efficiency with which end users operate IT systems
Provides feasibility information and current system parameters when new systems and services are being defined to ensure compatibility with the existing system
Provides project support when needed from the Client Support Group
3-5 years’ experience with Desktop Support/Customer Support (Tier I or II)
3+ years Ticketing System Experience (Remedy high preferred)
Bachelor degree in computer science or equivalent work experience
Group policy/ Active Directory Policy
SCCM & Citrix Experience
OS Deployment Experience
OS Patching Experience
RSA Token Experience
Print Server Management

IT Application Technical Support Senior Associate Resume Examples & Samples

Maintains an understanding of the functional aspects of the application(s)
Maintains a good working knowledge of the applications(s) supported including: purpose, capabilities, limitations and use within the business
Troubleshoots and provides solutions for technical questions and issues or routes to appropriate escalation group
Deploys candidate versions of applications to staging environment for testing and UAT and to production as scheduled following relevant change control process
Updates service requests and resolutions to call tracking database
Regularly shares application knowledge when new problem resolutions are relevant to others in the team
Effectively uses all support tools available and demonstrates knowledge of available resources
Demonstrates knowledge of applications and platforms currently utilized by the Firm and strong technical knowledge of products relevant to assigned applications; and,
Escalates issues or problems that cannot be resolved to Development
Customer satisfaction feedback
Application Technical Support for one or more applications
Application uptime; and,
Target achievement for quality and operational Key Performance Indicators on Balanced Scorecards

Technical Support Senior Director Resume Examples & Samples

Drive the CFTS team to meet all operational metrics associated with productivity
Provide oversight to ensure effective cost controls
Define and implement product support plans as required
Define and implement incident specific support plans associated with customer escalations
Hiring and management of the team as it is specific to various locations
Support the Sales team with customer and issue management
Work with Advanced Services team to ensure proper alignment and process
Work with the Professional Services organization to ensure comprehensive customer support
Define and implement performance improvement metrics for global CFTS
Provide strategic guidance into the service delivery process to facilitate continuous improvement
Work with sales to ensure appropriate service sales plans and pricing across the region
Develop and coach senior JTAC management team within region
Strong communications skills both written and verbal
Seasoned ability to interface with all levels of management both internally and externally
Regular customer visits to help position services within an account
Manage customer escalations to maintain and ensure Juniper brand protection
10+ years managing TAC operations and large teams
Strong knowledge in network operations and communications technologies
Strong knowledge of communications industry

Technical Support Senior Manager Resume Examples & Samples

They understand the outcomes & value expected by customers from a Service/Business process and optimize them against the objectives and constraints of the business. They are experts on the ‘people, process and system’ assets involved and actively monitor & direct the flow of work through the value chain using Business Process Management (BPM) methodologies
They are accountable for the overall performance of processes they own reporting at regular intervals to Sr. Management. In addition to monitoring & directing existing process performance, GPOs are alert for changes in the business environment and proactive to mitigate impact
Global Process Owners play a major role in the planning team as they are a key leader for executing strategy. They operate downstream of Strategic Planning and Service Strategy to plan, design, implement & monitor operational workflow changes needed to deliver on new business objectives & services
Defines the process mission, vision, tactics, goals, objectives, KPIs (Key Performance Indicators), and the measures that are aligned with the organization strategies & ensure appropriate process designs
Challenge process norms to innovative & optimize process performance and value. Defines and sponsors business process change and capability investments, which continuously increase the maturity of the process and sustain each level of maturity
Partners with cross-functional, geographic & business system leaders to ensure compliance & harmony in process execution
Monitors and reports process performance against KPIs and health versus plans and is active to plan and drive continuous improvement
Synchronizes process improvement plans with other process owners within the value chain and other interfacing processes
Strong communication skills – written, oral, interpersonal
Solid understanding of ITIL Service Management framework & process
Expertise in Business Process Management (BPM) design & management methodology
Strong Customer-Focus combined with Business Acumen
Advanced influencing & leadership skills to direct cross-functional performance & resolve conflict
Ability to evaluate problems(RCA), challenge norms & identify & drive unique solutions
Results focused, data driven, and the ability to work within stringent deadlines

Technical Support Senior Resume Examples & Samples

Bachelor’s degree in computer science, information technology, or business with seven years of IT Asset Management experience
Good understanding of IT asset lifecycle for both software and hardware assets
Experience using SAP for procurement. Hands-on contract management experience and deep understanding of complex software license types (e.g. Microsoft, IBM, Oracle, etc.) with high contract value is a must
Knowledge in Cloud licensing
Hand-on contract management experience with various server technology and platforms
Experience working and administrating Windows Server based hardware asset tracking system wbarcode and RFID technology
Basic understanding of network technology

Technical Support Senior Resume Examples & Samples

Experience in Asset Management and Discovery Tools is a strong plus
Experience in using IT Service Management tool (ServiceNow) is preferred
Asset Management Certification is a plus
ITIL Foundations v3 certification a plus

Technical Support Senior Manager Resume Examples & Samples

Are you results driven and extremely customer focused? Do you enjoy leading teams, enabling the success of the team around you, and taking on complex projects in fast paced, action oriented environment? – If yes read further
As a Technical Support Sr. Manager, you will play a key role in developing and delivering our Technical Support strategy and leading support operations in EMEA. As part of a Global Support organization, you will be tasked with delivering a best-in-class support experience to our customers. You will be responsible for growing and developing a team of Support Advocates as they dig into our customers’ product-related issues. Your focus will be on identifying improvement opportunities for support processes, product functionality, and knowledge base documentation. As a member of the Support Leadership team, you’ll also help define our overall support strategy and own key initiatives. This is a unique opportunity to collaborate with cross-functional teams, including Professional Services, Product Management, and Engineering, to relentlessly drive the enhancement of our world-class, customer experience management platform. insert bullets of role description>
Lead, coach, and develop our talented and highly engaged Technical Support Advocates
Assist in resolving complex, technical issues
Attract and hire top talent to enable our continued growth
Collaborate effectively to create a highly scalable global support organization
Develop world-class support processes that delight our customers
Ensure our teams’ success in delivering on our responsiveness and resolution promises
Provide insight on key product and training opportunities
Bachelor’s degree (2.1) from a top university
Minimum of 4-6 years of experience leading customer-focused, technical support teams
Proven track record of driving change focused on improving the customer experience
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