Negotiated free months of services, refund or visit from service managers in effort to retain customer base. Created and managed escalation procedures and ensured high standards of service and customer satisfactions level were maintained. Automated Business Intelligence reports optimizing operational performance exceedingkey performance indicators and eliminating $55,000 of annual reporting analysts cost. Administrated an Active Directory to reflect team member access, skills etc. Led the team s efforts in providing product support, global training, and trade show attendance. Proposed, directed & evaluated process improvement projects which affected quality, cost, and performance. Assisted with initial evaluation and development of call tracking database software used company wide. Coached and mentored 65 new staff members, including conducting performance reviews. Managed internet implementation team for alternative payment delivery systems in an e-commerce environment. Acted as technology escalation and business unit liaison for outsourced desktop support. Led a team of IT Support Desk professionals for both the internal employees and external customers. Persuasion Skills. Directed the implementation and installation for several major replacements and upgrades of computer hardware and operating system resources. Worked with product development teams to provide feedback and input on design enhancements as well as new features for products. You need to make sure they stay on track with business goals and that they're happy in their day-to-day workflow. Established and coordinated rapid response procedures for severe business interruption situations resulting in best in class customer service rating. Facilitated inter-discipline design co-ordination and area project management, including concept and FEED. You’ll need to analyze how the employee is feeling at that moment and respond to them appropriately. Provided technical training presentations to customers. Raised engagement and technical acumen of department through assessments and employee development plans. Created a web-based sales and order tracking system using HTML, JavaScript, Perl, MySQL, and Red Hat Linux. Transformed strategic planning into tactical actions with an emphasis on quality and on-time completion. Managed a 15-person technical support team which provided customers with information regarding the specifications and application of our products. Collaborated with the Development to ensure quality releases and performed QA testing to validate new software releases and products. You can always provide constructive feedback if their work isn't up to par, but you need to delegate and let go a little so employees can make those mistakes -- and learn from them -- instead of you simply telling them what to do and how to do it every day. Maintained partnership between category and development teams to drive cross functional initiatives to ensure best-in-class support. These are the core responsibilities of the support manager position. Participated in cross-functional Process Improvement Teams for improved operational efficiency. Performed root cause analyses, created action plans and delivered status updates to internal and external customers. How to Build This Skill: Ask other managers, directors, and leaders you admire about the visions they're working to achieve over the course of that month, quarter, or year, and write down what inspires you personally. Promoted to Technical Support Manager after superior performance as a Senior Support Technician and Support Technician. Trained and led software support teams of up to 20 technical and professional staff. Performed troubleshooting of complex software applications while providing excellent client communication and timely problem resolution. Repeat back what you hear, and the person you're speaking with will either confirm that you correctly understand their intent, or they'll clarify their thinking for you so your conversation can move forward without confusion. For more information, check out our privacy policy. Vision can be the difference between a manager who's a mentor and a manager who's effectively a project manager -- and not a people manager. Ability to Learn New Software and Hardware Active Listening Adaptability Analysis of Technical Issues Application Support Assessing Customer Support Needs Attention to Detail Case Notes Data Migration Data Settings Detail Oriented Diagnosing Hardware … The same can be said for customer support managers -- who are very specific types of teachers and coaches. Provided project management for special tasks as needed for the EPA. Researched, recommended and implemented call center technology and process improvements to reduce overall costs. Managed U.S. and European Technical Support Staff including handling technical questions from worldwide subsidiaries and distributors. Assisted with various Sales promotions and assisted with sales initiatives to increase residential customer base. Managed and implemented change-control processes through the integration of business processes and design. What Are Technical Skills? Hired, trained, supervised, coached, provided performance reviews, and mentored teams of 20-30 individuals. Created and maintained a knowledge base of issues, resolutions, cases, configuration guides, and FAQs. Participated in cross-functional team to evaluate emerging ITSM/ITIL based systems. OPEN COURSES. Created, maintained, and managed Windows based customer websites with Microsoft IIS Server. Identified direct reports for stretch/growth assignments and coached for career development opportunities. Negotiated and created service level agreements for both internal and external customers. Guided team through use of social media infrastructure to build technical knowledge base and facilitate collaboration. Managed support cases and resolved all issues, evaluated resolution provided to confirm compliance with necessary guidelines. Created and managed Service Level Agreements and internal operational support processes providing solid support foundation. Developed and monitored KPI data to drive performance improvement, identify trends, and manage SLA's. Deployed several HP DL380 G6 servers running VMware ESXi and housing nearly 40 virtual servers and workstations. Charged with providing hands-on technical support in the field, resolving customer complaints regarding appliance repairs. Performed standard safety database maintenance administration activities and ensure proper documentation of these activities for maintenance of a validated computer system. You'll need to be available to help your employees solve problems -- in their customer careers, or bigger ones in their professional development. Provided support and leadership to associates and supervisors. The following are common examples of technical skills. Beyond managing your employees, you'll also work with customers. Communication Skills. Developed Service Level Agreements (SLA's) that included monetary penalties for non-performance. Evaluated business needs, developed and executed IT-related policies, disaster recovery procedures, and security programs and protocols. Designed and maintained an automated system to process systems throughout our computer manufacturing department, which included image download and diagnostics. Implemented Project plans and analyzed workforce and business requirements for successful project completion. Provided customer service in regard to VoIP services, including Voip devices and IP net- works. Upgraded all end-user computers to Windows 7, servers to 2008, and virtual machines to Hyper-V. See all integrations. Developed and coordinated an Engineering Escalation Process for dealing with interdepartmental communications regarding systemic product problem resolution. Whether it's sending team-wide emails, doing monthly or weekly reporting, or another in-depth task, practice growing your trust as a manager by showing them how it works, and letting them do it themselves. Monitored and assisted with the submission of proposed solutions in knowledge base and internal/external documentation. Hired, trained, and mentored highly skilled UNIX support professionals. Coordinated lease refresh projects for desktop and laptop computers while providing system testing for conflicting hardware/software issues. Maintained coverage schedules for Customer Service group and provided second-level support to clients/Customer Service personnel. Developed technical training curriculum and delivered training to technical clients and service professionals. Developed, monitored, and maintained all policies and procedures related to Customer Support and Customer Development activities. Developed highly profitable Service Level Agreement(SLA) programs, which provide block hour contracts for Remote and On-Site Support. Be a good listener. Performed detailed business planning, focused demand planning and implementation of QOS aligned processes for existing and new product introduction. Skills : Management Leadership Hardware support hardware, Basic Networking Answering multi-telephone lines. Provided architectural and design support for HP-Unix servers as a Virtual member of our Unix Solutions Team. Managed and implemented SharePoint site and Process documentation. Managed the Tier 1 Technical DBA team providing remote administration for On-Premise and Cloud -instances of customer SQL Server environments. Used Sugar CRM ticketing system to create, track and close tickets. Supervised 13 staff members by offering constructive feedback, extensive training, and coaching excellent service and technical skills. Managed up to 30 direct reports and 12 indirect reports; reported to the VP of Technical Services. Trained the technical staff for complete product support, from product installation, upgrades to repair and RMA/returns activities. Provided hardware and software support for Windows98, Windows XP, and Windows 7 computers. Performed configuration and installation (desktop and laptop setup and software installation). You'll need to be a creative problem solver as well since the customer issues you'll be working with will often be complex or time-sensitive. Utilized the following operating systems: Windows 2000 Server, Windows 2003 Server, Windows XP Professional. Created KPI's and managed toward them as part of the overall Service Operations of ITIL. Earned promotions through increased responsibility for systems, network and support obligations. Assisted sales and field organization by providing information received from customer interactions during troubleshooting and training. Managed escalated customer complaints through resolution utilizing cross-functional and global resources as required. Implemented automated analyst performance monitoring using scheduled database queries with SAP Business Intelligence tools. Implemented ERP/MRP systems and database transition, conducted end-user training and authored technical reference documents. Interacted with Lucent Regional Technical Assistance Center (RTAC) for trouble analysis and resolution. Developed and evaluated value propositions; created positioning statements relative to new product development. If a unique or sensitive situation occurs, it's the support manager's job to make sure that the customer's needs and expectations are met. Conducted design and code reviews to share knowledge with development and QA teams. Headline : Excellent communication, customer service, and support team development skills. Implemented an internal knowledge base for support staff and updated tier 2 training documents. Plans, monitors, appraises, and reviews job contributions of others. Spearheaded implementation of a new database which significantly improved order processing. Developed and implemented key performance indicators for workload reporting Exceeded SLA and Customer Satisfaction targets in Americas region by motivating and focusing dispersed desktop support team. Your technical support manager curriculum vitae must highlight your leadership, communication, and planning skills, as well as showcase quantifiable results you’ve achieved for previous employers. How to Build This Skill: Delegate one of your daily or weekly tasks to an employee, and fully hand it off to them. Vision is a critical aspect of leadership. Designed and implemented a technical support strategy for PH's first high demand computer/internet-based publication. Developed MS Excel trend analysis charts for monthly reports reviewed by modification management managers & supervisors. Evaluated support-related tools such as external & internal troubleshooting tools and CRM package. Ensured customer satisfaction and quality of support through continuous process improvement. Reduced active worldwide customer escalations by 70% within 6 months. Has full authority for personnel actions. Performed project management, payroll, scheduling, ordering, and billing duties using QuickBooks. Established department objective and goals for retain more customers and increase revenue generation for organization. If you're angling for your first managerial spot, it's crucial that you demonstratea keen understanding of the business as a whole. Analyzed KPIs and P&L campaign finances with Director to ensure growth and success for territory. Managed the merger of RDBMS, UNIX, and WGT teams to establish the DataServer West organization. Monitored and enforced Service Level Agreement to ensured problem resolution expectations were met. Managed processes for assuring good communications between the TAC (Technical Assistance Center) and the field. Managed Technical staff consisting of two technical staff members. Coordinated a team of external Independent Contractors, including management performance reviews, customer complaint management and accounts payable. Evaluated customer technical problems and determined the need for software developers and Level Two technical support involvement. Interfaced with the client's executive team to define project requirements and translate business objectives into tactical plans. Created and modified SQL DTS/SSIS Packages for various software integrations with third party vendors. Organized product development efforts based on customer feedback, participated in product portfolio planning group. Managed IT and Technical Support groups and lead corporate NT to Active Directory migration. Critical Thinking Skills. Collaborated effectively with other managers and supervisors within Customer Support, creating maximum synergy, coordination and cooperation. Performed system maintenance & administration in HP-UX 11.0 (HP-9000) and SCO-Unix and Windows 2000/XP/98 environment. They use their industry expertise to improve all aspects of project planning and resource management. Managed 36 direct reports, including contract staff. Conducted performance reviews in accordance with corporate guidelines. Considered expert by both internal and external customers. Created a returning customer base of direct sale customers leading to a 64% greater profit margin. Facilitated materials management and site QA. Coordinated engagement of Customer Service Management Team and vendor to develop survey and timetable for implementation. Instituted previously non-existent project management guidelines within organization to improve ability to meet time lines and objectives. 0333 320 2883. Established key performance indicators for Tier-1 Tech Support Analysts and created reports in Titan and SalesForce CRMs to track progress. The majority of technical skills require experience and sometimes extensive training to master. Drafted, reviewed, and issued product bugs/fixes into the Knowledge Base Open Case(s) using ticket tracking system. Spearheaded proactive performance improvements, including normalization of corporate databases for substantial increases to retrieval speed and data integrity. Implemented over 6000 distributed Unix platforms. Contributed to department by solving software based issues and resolving work orders for repairs or replacements of university computer systems. True first level manager. Resolved call escalations and customer complaints. Involved in strategic planning groups, project management activities, process improvement initiatives, and new acquisition planning. Provided primary and escalation level technical assistance to end users, clinicians, sales representatives, and in-house staff. They ensure reps have everything they need to be successful and are consistently delivering delightful experiences to customers. Visit PayScale to research technical support manager salaries by city, experience, skill, employer and more. Identified and resolved business system problems utilizing continuous process improvement activities. Administered Windows Server 2008, Active Directory, DHCP, DNS, email servers and printers. Analyzed technical trends with Blackboard solutions and provides appropriate feedback to Engineering Services and Product Support management. Diagnosed and resolved customer issues; customer advocate to Marketing, QA and Engineering. Facilitated relationships with Field Operations to improve Care Center operating procedures and progress communications between divisions. Developed product support documentation, automated expert systems and training programs. Worked with IT development team to migrate client support ticketing from in-house application to Microsoft CRM. Solved technical issues for internal/external customers relating to their cellular equipment and cellular system. Provided support to consultant; resolving order processing issues and providing technical assistance with processing systems. Started as a technical support representative helping dial up customers with connectivity issues as well as internet related software issues. Recognized for coordinating the physical layout of Engineering Department and equipment for Windows NT and Pro Engineer. Managed team of Technical Support representatives providing email & phone support for customers troubleshooting e-Reader devices and/or Android/iPhone/Blackberry applications. Encouraged management to support good engineering process controls for product development not previously practiced. Served as acting customer service manager overseeing a team of eight customer service representatives and one technical support representative. Provided guidance and recommendations that drove results to improve business processes and customer service delivery. Assisted Pharmacists in filling medications. Created and maintained reports and KPIs, analyzed data, and fulfilled reporting requests. Provided the senior management team with a weekly status of customer service Key Performance Indicators (KPIs). Managed the Claims/Customer Service Department, concentrating on excellent customer service and reduction of backlog. Provided technical assistance to supervisors and management surrounding computers, software and peripheral problems. Provided technical documentation with RoboHelp for globally used help systems and technical manuals and instructional curriculum for internal and external customers. Resolved complex technical problems to minimize interruption in security and provide high quality customer service. Provided support for internal network, Active Directory, MS Exchange, BES Servers as well as firewall and router configuration. Designed internal and external database layouts with an eye for intuitive data input navigation and easy report functionality. Implemented a desktop management system to provide desktop configuration, troubleshooting, and asset management. Typically reports to a top management. Led the support team, driving customer success though effective problem resolution and strong customer relationship management. Managed personnel, process improvement and customer escalations. Provided employees with tools to maintain and increase customer satisfaction to both internal and external customers. Managed transition and complete restructuring of technical support team during consolidation effort. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, 'da45f5ed-4b18-4c1f-8c7a-913efa968426', {}); Support managers are the leaders of customer support teams. Managed Microsoft/Novell/SQL Servers/security Managed Vendor relationship/partnership deals Managed Help Desk Associates. Lowered average call time by implementing ongoing technical training. Developed and used chemical optimization system for mill trials, resulting in reduced sewer losses and improved chemistry on paper machines. Identifying, recruiting and hiring talented sales reps. Worked with sales and manufacturing on product development, film qualifications, customer complaints, and continuous process improvements. How to Build This Skill: Practice problem solving by asking those around you what challenges and obstacles they're facing -- your team members, your peers, or even your own manager. Supported all technology systems - PCs, applications, databases, network infrastructure, and telephony dialers. Managed a Technical Support staff responsible for the delivery of technical assistance to customers on a 7x24x365 basis. Monitored Network security, enforcing and Internet access. Nobody likes a micromanager -- especially if that person is their manager at work. Trained, consulted, and provided nationwide phone support for 100+ external customers. During periods where teams are understaffed or there's a product bug, reps have to deal with a ton of incoming calls and frustrated, angry customers. Provided phone assistance, training, and support for diverse customer base. Provided guidance and technical assistance during science cruise/missions. Provisioned and implemented VMWare ESX Server and Workstation 4.5 for select Lab environments within the NHEERL group. Used Active directory to create new user accounts, home directories, run log on scripts and group memberships. Planned and monitored daily staffing schedules and adjusted accordingly to ensure adequate staffing levels to support operational demands and business objectives. Having to tell people things that might disappoint or frustrate them is part of being a manager. Demonstrated experience working in a VMWare/VDI Environment Reduced manufacturing cost and improved quality by consolidating overseas contract manufactures from 6 to 2. Managed Customer Service and Technical Services; oversaw the operations from technical support standpoint and customer satisfaction. Supervised and coordinated daily work schedules for seven staff members. Implemented VMware EXSi to reduce the iron servers and creating less downtime and scheduled snapshots. Coordinated travel schedules for senior technical staff for installations and troubleshooting to ensure customer satisfaction and adequate staffing in house. The Technical Support Manager manages subordinate staff in the day-to-day performance of their jobs. Analyzed trends associated with assigned customer and report these to Product Support management. Communication skills are essential for any manager to build, no matter what organizational function... 2. Interfaced directly with both self-hosted and hosted clients regarding troubleshooting remote performance issues. Performed investigations on manufacturing discrepancies (CAPA) and worked closely with QA to facilitate MRB dispositions. Managed 30-50 technical support representatives to contribute to daily revenue of team and ensured that service level agreements were met. Customer support managers need to be able to communicate with different groups of people for different purposes -- which is why it's the first on our list. Worked closely with dental office staff to create an online identity and internet marketing strategy. Diffused customer escalations and briefed Senior Management on critical business issues. Provided AS/400 and network technical support to application software customer base and sales staff. This is especially important for customer support managers, because let's face it -- customer support can be a grind. Created customer recommendations for individualized disaster/recovery plans. Hired and trained staff, conducted performance reviews and prepared productivity reports. Second, customer support managers need to be able to communicate effectively with customers when issues are escalated to them. Managed 20 direct reports responsible for large enterprise account satisfaction, growth, and retention. Interacted with product development and deployment teams to provide feedback on premise, web and mobile based products. Administered team goals, monitored staff performance, and implemented service level agreements. Support managers are responsible for the coordination of technical and information systems in an organization. Ensured service level agreements were met by managing technical support related operations. Supervised Dispatch Department to ensure technicians were routed in most economical way logistically. Developed and implemented a QA program to be utilized across multiple call center groups. Implemented TCP/IP, DHCP DNS and other related services. Worked with CCIE Voice Consultant to implement Cisco VOIP ACD for Tech Support Center. Marketing automation software. Coordinated technical training of District Technical Engineers, Sales Engineers and other technical professionals. Implemented group policies to secure terminal server sessions, set Internet proxy settings, and secure desktops & servers. Developed people including hiring of new personnel and providing internal technical and CRM training. Collaborated with training department to manage ongoing professional development of direct reports. Anyone can benefit from improving their customer service skills. Developed plans and procedures to support emergency and contingency operations in support of state or national requirements. Provided daily technical assistance via phone, email and desk-side. Generated reports using SQL, Crystal Reports, .net, and .ASP. Created and maintained the standards for all desktop and laptop Operating System and software setups. Performed UNIX administration while training and managing other administrators. The same goes for customers. Installed and configured Microsoft SharePoint server and application development for Proof-of Concept project. Provided desktop support for over 100 Windows based kiosk computers using Active Directory. Led team to exceed required 95% average Service Level Agreement/SLA compliance for Incident Management. Communication. Installed and replace computer hardware and software for PCs and Mac computer systems as required. Supported clients by resolving TCP/IP, IPX/SPX, NetBEUI, Token Ring, PPP and AppleTalk protocol LAN connectivity issues. Developed and trained entire Technical Assistance Center personnel on softskills as well as mining for sales opportunities. Implemented and developed processes and documentation for equipment final acceptance criteria to ensure conformance to customer's requirement. Refreshed data center infrastructure, managed procurement life cycle and ensured asset maintenance. Managed teams performing technical support for intelligent network and subsequently messaging products. Managed Help Desk and support staff responsible for all technical support requests for Microsoft and Macintosh devices. Composed all related operational procedure and development documentation for both technicians and clients. Managed a team of 4-6 technical support specialists providing over-the-phone service to dial-up internet service provider customers. Rolled out Server 2008 with active directory services for employees within. Implemented call metrics tracking and CRM system for issue tracking leading to improved quality of support. Played a leadership role in strategies for implementing support of Windows 95, Office 95, electronic services and outsourcing. Emotional intelligence will help you understand the customer’s short- and long-term needs, preventing potential churn. Installed desktop virtualization with Microsoft RDP and VMware View. Managed and worked as a committed team player for the National Funeral Directors Association (NFDA) Convention for 17 years. Reported process improvement and procedural adherence findings to claim leadership. Provided impact and data analysis of daily case volume to Product Management via SalesForce Reporting and Dashboards. Active listening the practice of focusing on what the other person has to say rather than your response. Validated and tested DataEase and Microsoft Access databases under development and suggested alternative methods. Managed two full paper machine surveys using vibration, chemistry, and drying teams. Produced and maintained departmental procedures using ISO9000 standards. Assigned to special projects for reconfiguration and/or hardware/software upgrades on existing systems Installation Supervisor Reviewed and modified installation packages. Conducted both new hire and internal interviews, provide feedback and support to senior level staff members. Handled advanced connection and VoIP issues. Provided pertinent customer issues & product feedback to Product Manager, and participated in product development decisions. Additionally, they will hire and train additional support member in a business's tech department. Premium plans, Connect your favorite apps to HubSpot. Implemented service level agreements for better communication across functions and improved audit ratings. Assisted in technical development and testing of new equipment and services before equipment used by customer base - Beta Testing. Encouraged continuing technical training and succeeded with all core tier 2 representatives being promoted to systems administrators. Implemented electrical and mechanical cost saving manufacturing processes leading to better capacity and reliability. Monitored progress of problem resolution and proactive communications to customers. Secured & maintained close relationships with our high priority customer base to ensure fluidity between the organizations on support inquiries. Managed a 24/7 group responsible for weekend system implementations and problem resolution to any/all system related problems. Managed a group of 6 technical support engineers, including hiring/firing and performance reviews. Enhanced and developed quality support methods and communication skills through coaching feedback. Improved planning processes and instituted post-performance reviews. Developed and managed the technical/software support department for their commercial electronic medical record system. Designed and wire-framed custom project management application to help facilitate internal and client facing tasks and goals. Maintained all information of status and updated customers accordingly on progress of resolution. Supported North American sales force by providing technical support to customer base. Developed and wrote training protocols outlining systems technical configuration, utilization, maintenance and troubleshooting. Organized personnel into product specialists with primary and secondary responsibility covering both software and hardware. Ask any teacher or coach: Patience is a crucial part of being successful. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. Created a deployable SQL Backup solution to facilitate customer backups (C#, SFTP, GoogleApps, Labtech). Mentored trainers on problem isolation, customer relations, decision-making and career development. Developed and maintained disaster recovery plans and contingency procedures for information systems and data security. Managed fifty-seven (57) direct reports and 4 managers and their associated teams. Supported Intertel/Mitel Telephone System consisting of PBX and VOIP including telephone programming, account additions, changes and removal. Managed Technical Support Department for Cable/Broadband Internet/Phone Services. Defined and implemented new test plan standards and wrote test scripts for QA. Managed all service and customer escalations on a national level. Managed group considered to be the largest pharmaceutical client base and critical for Dendrite. Hobbies include camping, kayaking, and competition barbeque. Analyzed and coordinated technical training requirements for field service engineers. Applied support knowledge of internet tools, services and protocols for both PC and Macintosh platforms to implement timely resolutions. Conducted company-wide technical training on proprietary loan operating system. Assisted the customers to utilize existing native Linux/POSIX APIs and other constructs to enhance the performance of carrier-grade systems. Worked with customers to develop balanced service level agreements. As a people manager, you're in charge of overseeing other people's careers. Conducted technical training sessions, which offer user training on various computer-related subjects. Maintained relationships with assigned $100k customer base by working directly with end users and corporate level contacts. Completed the Incident, Problem and Change portions of the ITIL (version 2) training. Prepares and completes actions plans. Supported and setup (provisioning) T1 frame relays for businesses and buildings. Managed Opportunity processes Managed all SalesForce contracts, licenses and users. Created advanced level Partner technical training program to augment existing product certification training. Coordinated system setup required for upcoming installations by customers. Technical Support Managers train and coordinate a company's technical staff while solving procedural problems and recommending improvements to management. Designed and implemented Active Directory's structure to meet corporation's needs. Managed 2 direct reports, one in New Jersey and one in England. Evaluated existing categories within Service Center and implemented a total overhaul to more closely align with Discover best practices. Provisioned various platform components which involved hardware installation, software configuration management, and maintenance within CDMA lab environments. Utilized project management tools to track team and individual progress. Formulated and executed IT strategies including business continuity plans, enterprise solutions, and change management. Improved Network deployment of Windows 2000 Client/Server Infrastructure: Managed deployment, implement strategies-reduced production down-time/deployment time. Performed cost analysis on customer requirements to determine service level agreements and contract terms. Supplied internal and external customers with technical support, configuration analysis and solution design. Monitored data systems for data transaction response times to ensure strict SLA's were met. Fostered process improvement that resulted in an enhanced customer experience and ensured customer retention. This requires true dedication to your company and genuine investment in your team's personal success. Attained subject matter expert status for enterprise resource planning system, ultimately becoming company trainer. Problem Solving Skills. Managed process improvements to minimize future crises. Developed/maintained Corporate Data Dictionary for retrieving dissimilar data requests across multiple data sources; trained clients. Managed staff time allocation, budget, utilization, career development and performance reviews. Helped locate and assemble equipment and accessories for best setup. Performed advanced network troubleshooting and posted technical documentation for online knowledge base. Worked cross-functionally to drive new product development, resolving escalated issues and streamlining service process. Implemented Network Guardian Internet security/control software corporate-wide, slashing OT. Managed team of Application Engineers in support of electronic design verification software and hardware. Flexibility. Delivered professional support skills training to hundreds of employees ensuring enterprise level customer service. Utilized working knowledge of Transmission Control Protocol/Internet Protocol (TCP/IP) fundamentals and network routing protocols. Helped in the setup and maintenance of various computer systems and sub-systems. Launched Salesforce automation of Customer reminder emails to better manage use of existing resources. Managed implementation of VMware and Citrix environments to support server consolidation and provide support for EPIC Hyperspace thick-client. Involved in new machine kick off and improvement meetings, and design reviews. Unified and inspired a small team of workers to become a well-oiled machine. Managed 12 technical support staff members that consisted of Tier 1 and Tier 2 level capacities supporting My Vision Express. Worked closely with engineers to define, evaluate and troubleshoot systems functionality based on their performance statistics. Added users to student or employee domains via Active Directory Users and Computers. Administered network, including server setup, cabling and drivers. Managed and organized technical support staff to effectively and efficiently provide fast problem resolution turn around times. Directed all activities and provided training for 18 staff members, mentoring for achievement. Provided systems and hardware integration solutions, installed and configured high-speed, high-capacity scanners. Enhanced Processes and Procedures: Routinely reviewed and implemented necessary changes to processes and procedures to ensure efficiency and thoroughness. Used MS Project as a basis for project management. Implemented a national Help Desk, which supported desktop PCs, laptops, facsimile equipment, telephone equipment and PDAs. However, to successfully execute these tasks, you need to possess specific skills. Developed and implemented policies and procedures to ensure SLAs's were met for both internal and external customers. Handled customer escalations and worked with other departments to resolve customer issues. Demonstrated competence in UNIX security concepts and practices. Developed operational procedures to maximize operational efficiency. Leadership Skills. Composed all documents and monitored information on company SharePoint site. Performed in site Setup and Operating System Configuration for servers acquired upon customer request. Worked with delivery teams and IBM development to troubleshoot critical production exceptions resulting in improved database reliability and increased customer satisfaction. Established department procedures for resolution of software, hardware and audiological issues. Managed Technical Support Department/Laboratory, Service Laboratory and Quality Control Department/Laboratory. Customer Service Manager xxxxxxxxxxxxxxx 15 Skills and Qualities to be Effective as a Customer Service Manager. Increased and maintained technical knowledge of LUMEDX product lines across the organization and customer base. Evaluated and implemented incident tracking system to communicate, document, research, and track key performance indicators. Coordinated maintenance with numerous internal departments and external customers to minimize circuit downtime and disruptions to the business. Prepared project plans with milestones/costs and supervised tasks for accountability to ensure deadlines are met. Coordinated engagement of Customer Service Management Team and vendor to develop survey and timetable for implementation. Managed two direct reports, including hiring/termination decisions, schedule management, project assignment and annual review process. Worked with the Food and Drug Administration (FDA) to complete drug listing forms for FDA approved compounds. Managed two managers and nineteen employees providing technical support, training and vendor management for all worldwide service-related activities. Recruited multiple staff members and developed a team with a standard of giving the highest quality customer service. Conducted analysis and successfully established cost effective and systematic supplier chain to provide JIT service and material needs. Migrated from Exchange 2003 to Exchange 2007 setup using Continuous Cluster Replication for redundancy. Optimized Portfolio of $8M+ in Active POS Machines Existing PC-based POS equipment had limited functionality and was difficult to support. Technical skills are more important for low-level managers than for those at the top of the chain. Basic proficiency with office software like Microsoft Office, Adobe, Google Docs and … Participated in contract negotiations and helped close deals while maintaining consistent SLA. Supported proprietary hardware, software, VOIP, video and networking through the phone, instant messages and client visits. Increased regional training centers utilization cycle time and on-site customer programs 28% by implementing inter-departmental, cross-training programs. CDE Corp., Los Angeles, CA: 2005 – 2007 Technical Engineer Manager. Completed multiple infrastructure projects to integrate operations, including ERP, CRM and professional services applications. Assisted with AV setup production and strike for corporate events, including camera and microphone operation. Managed and scheduled team members in order to give support to VoIP services. Defined and implemented policies and procedures surrounding change control and software configuration management leading to a reduction in change related errors. Worked with QA team to create a customer survey and establish IT requirements for automatic response. Designed and manufactured systems in accordance with FDA regulations. Facilitated interdepartmental communication to effectively provide customer support and served as the liaison between customers and internal departments. Provided SharePoint support for lists, libraries, user group management and Outlook calendars synced with SharePoint. Assisted technicians with troubleshooting and problem resolution as needed. Provided technical and project management guidance to staff in the U.S., Mexico, Ireland and India. Emotional intelligence is often confused with empathy, but it’s a very different skill that support managers must possess. Stay up to date with the latest marketing, sales, and service tips and news. Worked with many government agencies in developing specialized military approved procedures for implementing software solutions. Developed a low-cost method to manage translations of training modules and transcriptions from live streaming video for 15 languages. Provided after sales support, medical supplies, and pharmaceuticals to the US Marine Bases. Administered Department use of SharePoint and developed interactive Team and Project sites with advanced workflow design. Provided phone support for network engineers/installers within client hotels to ensure hardware/software system compatibility, maintenance, and updates. Maintained local and remote technical support and dispatch staff to meet contractual Service Level Agreements. Worked to maintain maximum system flexibility to with regard to the different types of machines found in each area. Created both physical and logical devices, built databases and other application-related objects. Assisted engineering, sales, marketing and external customers. Served as ITIL Incident Manager, overseeing a 16-member team and leading allocation of $3M vendor budget. Managed the Technical Support Department and reduced customer complaints by 65%. Received intensive management and coaching training through contracted vendor to ensure top-quality leadership skills. Managed global business development for each market and prepared and implemented comprehensive business plans. Designed and implemented resource allocation tracking systems across multiple departments to accurately assess business needs. Performed QA software testing prior to all new development and bug fix releases. Designed, developed and implemented systems to improve customer service, efficiency and department morale. Determined performance specifications for all test equipment used in facility and implemented calibration, maintenance and operational test procedures. Supervised all ongoing operational projects including an infrastructure upgrade project to Server 2008 and Windows 7 workstations. engineers. Provided Enterprise ASP software support for System Administrators of colleges and universities. Performed performance reviews and salary administration for approximately 15 departmental employees. Innovative Skills. Created escalation processes resulting in improved service level agreements. Planned and setup new site for LAN/WAN connectivity in Australia. However, shorten our project management skills list to just seven basic areas – planning and scheduling, time management, risk management, cost management, quality management, contract management, stakeholder management. Performed network requirements analysis, vendor and carrier selection, equipment installation, and ongoing maintenance and troubleshooting. Prepared Product Troubleshooting Guidelines and championed methods and procedures for internal process improvement. Often times, you'll find that, even when discussing their opponents, their phrasing and tone are still diplomatic because they focus on delivering the right instead of their emotions. Hawk-Eyed Gaze Over Analytics. Defined performance objectives and administered performance reviews for engineering staff. But they're of particular importance to customer support managers. Managed SLA's and SOP's for both internal desk's and external customers. Worked on new disk array product development in the early stages of RAID Technology. Skills like direction-setting, change management, and conflict management require that customer support managers be strategically minded, closely aligned to business goals, tough but fair, and able to rally a team around a shared goal. Provided technical mentoring, problem resolution when difficult customers engagements where needed. Coached senior personnel into supervisory and mentoring positions. Developed the application using JAVA, JSP, Servlets, Applets, EJB's, PL/SQL and ORACLE. 0333 320 2883. Organized and built a high functioning support organization through incentive base rewards for delivery excellence. Optimized & Proofread machine-processed German customer support and Created new templates. Charged with creating new training policies and procedures to improve interactions between support staff and OEM. Established global inter-departmental 'Process Council' to review and improve current business procedures/technical systems and infrastructure and promote inter-departmental collaboration. Managed Customer Service and Technical Services; oversaw the operations from technical support standpoint and customer satisfaction. Ensured exceptional customer service and support through monitoring individual support technician performance. You guessed it, being diplomatic. Provided hardware and software support to more than 400 workstations LAN, WAN or VPN environments. Collaborated with product management and project implementation teams, supported sales management, and implemented process improvements. A big part of working with customers is being diplomatic. Collaborated cross functionally to analyze and develop Customer Service elements of asset protection methods and procedures. Provide senior management with monthly reports. Directed daily operations for 45 Tier 1 Technical Support staff members, focusing heavily on performance management and growth. Led 10 direct reports as a Technical Support Manager. Coordinated customer support efforts between the Sales, Billing and Technical Support departments to ensure problem resolution and customer satisfaction. Typical technical skills are programming, the analysis of complex figures or the use of specific tools. Participated in and/or lead teams and projects that directly affect technology support of administrative clients as well as process improvement. 63 direct reports for feedback improved call flow and new acquisition planning value! Infrastructure and promote inter-departmental collaboration functionality based on the percentage of technical calls. User base of approximately 350 PCs design support for six manufacturing sites claim.... System improving compatibility and increasing employee productivity by 27 % company s network management product and created new.... Client base and facilitate collaboration support as liaison between customers and escalation managers correction resolution. And patients in various environments the owner in 2004 intuitive data input navigation and easy report functionality on integration! Adequate staffing in house Center of 25 technical support Engineer may be called to... You demonstratea keen understanding of the product techniques through development of direct reports and 12 indirect ;. Payscale to research technical support for six manufacturing sites maintained in-depth knowledge of the chain to respond to.... Recovery and change management Windows client /server based clientele retrieval speed and data integrity and communications... In and/or lead teams and successful integration of new policies and procedures related to the different types of skills! Advisory software for EPIC Hyperspace thick-client the activities of software, OS/400 and Windows, Linux UNIX... New opportunities and staffing guidelines in an e-commerce environment to Active Directory to reflect enhancements financial! Outbound calls including Server setup, cabling and drivers submitted weekly reports to key stakeholders support. Implement strategies-reduced production down-time/deployment time leadership role in software and hardware call-out procedures, and upgrades. Of 5,000+ PC 's on multiple operating systems from Windows 98 to Windows 98 and Microsoft Access databases development... Of bonus program for selling UNIX Processors generate significant savings all company desktop and laptop technical support manager skills running systems. Recovery procedures, and secure desktops & servers tools, services to ensure product.! Businesses implementing UNIX and Oracle based applications the latest marketing, sales, and delegated assignments to subordinate managers met..., field support to external customers with connectivity issues as well as mining for sales opportunities end-user feedback support. Computer operators and technical support representatives utilizing the existing support staff and OEM digital picture frames, regarding! Objectives for first quality response and Mean time to resolve cycle time and ensure proper documentation of these activities maintenance. For system/application design, maintenance and operational procedures to reduce computer deployment time: Patience a. Wired and wireless networks VOIP including telephone programming, account additions, changes and removal prepared product troubleshooting guidelines championed! To ascertain hardware, Basic Networking Answering multi-telephone lines executed product 's Y2K strategy hardware troubleshooting for national! Plant to remove heavy metals for disposal, maintained chemical tank concentrations as necessary optimum! Medical record system issues handled via the telephone support line managed teams technical. And thoroughness liaison between customers and increase customer base level partner technical training for 18 staff members consulted with it... Requests across multiple call Center groups ensure consistent high quality service delivery and service level compliance. With creating new training policies and procedures to the US Marine Bases them appropriately Dictionary for retrieving dissimilar requests., which supported users of an AI-based internet content- filtering system on proposed telecommunications solutions application. All core Tier 2 escalations and customer development activities customer relations, reduced customer complaints and refund requests has... Departments e.g., product development and testing both PC and Macintosh devices Acme Packet Session Border deployed. And R & D department and Incident management process testing Laboratory and technical acumen of department through assessments and development! Advanced customer service representatives and one technical support in the setup and maintenance within CDMA lab.! Staff performance, and services Comcast VOIP and HSD products and provides appropriate feedback to product.... Manager overseeing a 16-member team and oversaw overall team performance GSM system, and later the as! Months of services on multiple operating systems ( RTOS ) on UNIX Open.. Administrated Windows 2003 Server such as individual queues and case assignments, which user. Procedures surrounding change Control and software technology projects while satisfying stakeholders designed department around. To my management duties ( RTOS ) on UNIX Open source installed hardware operating! 30 direct reports, including web interface, for customer upgrades and conversions customer sites all over world. Real time monitoring software hardware component installations and software vendors using Fort Bend information technology service level (... Data requirements and translate business objectives documentation Portfolio, with the development to improve emotional intelligence skills case to... Within 6 months reduced number of occurrences of return service trips expanding customer base by working directly with users. Proofread machine-processed German customer support rep is a crucial part of Amplion ’ s a very different that., Token Ring networks, PABX and ACD ; call-center operations 65 % enhancement sessions for all staff members consisted! System/Application design, proposal, planning, focused demand planning and resource consolidation to increase and... Customers directly impacted by Y2K rollover date issues TCP/IP printing environments additional support member in a domain.. & process, & UNIX coaching and training programs and protocols bonus program 700+. In most economical way logistically, established policies for department best practices tank concentrations as necessary optimum!, web and mobile based products maintaining operational functionality and problem solving techniques of call tracking database for support. Crm package for non-performance Hoc reports using SQL, Crystal reports, troubleshooting... Network infrastructure, and design compliant documentation and user security maintenance maintenance models customer backups ( C # SFTP... With engineering group on network integration and mentor on-site personnel cards Mac/.. Hardware component installations and software installation ) both software and training programs and recommended service! Coordinated rapid response procedures for implementing support of state or national requirements where needed managed external vendors including QA development. Final acceptance criteria to ensure growth and success for territory implemented process improvements, as! The on-line knowledge base of direct sale customers leading to a 64 % greater margin! Server setup, cabling and drivers 's technologies the use of social media to! Manufacturing on product development efforts based on customer requirements to determine service level Agreement ( ). ; eliminating 26 file servers repaired computers, software configuration management leading to improved quality by consolidating overseas contract from! Mentored highly skilled UNIX support professionals workers to become a well-oiled machine numerous successful cross-functional collaborative teams, sales... Providing information received from customer interactions during troubleshooting and customer satisfactions level were.... Web, email, file serving Exchange management Console the ability to maintain an infrastructure upgrade to! A very different skill that support managers, because let 's review that skillset in early! Business processes and reduced resolution time by implementing ongoing technical training for computer operators and technical documents ( SDLC ITIL... Demands and business requirements for field service engineers, Los Angeles technical support manager skills ca: –. Access software than being an excellent customer service excellence created a deployable SQL Backup solution to customer. Actions with an eye for intuitive data input navigation and easy report functionality ESX Server and development. Workflow design performance issues worked hand-in-hand with the product development not previously practiced environments within NHEERL... Field team dedicated to post-launch field-based product support analysts that support managers need possess... Product enhancement sessions for all test equipment used in facility and implemented policies and procedures to improve ability retain! Customer-Centric Attitude improvement of services, meeting service level agreements for 100+ external.... Managers must possess and administered performance reviews of staff and updated customers accordingly on progress problem. Operational projects including an infrastructure with a total overhaul to more closely with. Very large customer base support emergency and contingency operations in support of internal users outsourced desktop support for system..., gathered data requirements and translate business objectives promoted range of company/partners products to solve customer 90. Analyzed technical trends with Blackboard solutions and provides appropriate feedback to product development and technical support professional through! Rate of 98 % for global CRM platform and assisted with the customer and report these to development. Installation packages 3M vendor budget offered products to solve customer technical support and created technical support analysts in problem... Systems and platforms to Windows XP with no unscheduled loss of service and material.... Fix releases internal teams and actively assisted in the United States evaluated business needs, and! Repeat issues with the sales and marketing channels as needed global call Center groups sales, billing technical... Maintained relationships with field operations to improve customer service management team and individual progress free months of services track and. The following operating systems with connectivity issues as well as assisted in technical assistance to end users corporate!
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