Technical Support Supervisor Resume Samples

Description :

1. Delivery of quality services/Foster effective sales initiatives Monitor cable network systems, distribution technology, and software tool-sets.
2. Perform periodic performance reviews to determine employee eligibility for, merit increases, bonuses and promotional and transfer opportunities.
3. Interview, evaluate, hire, lay-off, promote and reward employees and/or applicants and/or recommend such actions.
4. Organized, facilitated and participated in employee initiative and incentive programs which ultimately promoted team building, recognition, and favorable results/goals.
5. Leader and successful in the team's performance and organizer of effective, yet, efficient bottom-line initiatives/results.
6. Evaluate the organization's technology use and needs and recommend improvements, such as hardware and software upgrades.
7. Meet with department heads, managers, supervisors, and others, to solicit cooperation and resolve problems.

Experience

2-5 Years

Level

Junior

Education

BA

Description :

1. Performed coaching and developing of team members in all areas of performance including, but not limited to metrics and behaviors related to the customer experience. 
2. Facilitated discussions on weekly/monthly achievement levels and goals, to the assigned team, coaches, and team members to ensure improvement and efficient productivity.
3. Generated performance evaluations and provide assistance in the employment decision.
4. Managed employee issues regarding attendance, performance, behavior conduct, and delivered appropriate corrective action as needed.
5. Responsible for communicating policy updates and company information through team meetings, huddles, and one-on-one development sessions.
6. Documented all coaching/development sessions in the appropriate databases in a timely manner.
7. Performed interaction with cross-functional support groups in order to manage the day-to-day operations.
8. Performed additional daily administrative duties (e.g., time card administration, payroll, etc.) as required.

Experience

2-5 Years

Level

Junior

Education

Certification

Description :

1. Provide customer service and technical support for internal and external voice and data product customers, including business customers.
2. Billing, rate plans, re-rates, device activations, troubleshooting products, sales (Devices, Accessories, and Features).
3. Troubleshoot hardware and software issues and identify network/application issues. 
4. Hands-on training for new hire employees transitioning to production.
5. Responsible for the day-to-day operations of a team of Wireless Voice/Data Customer Care Coordinators.
6. Develop, train, coach, and motivate a team to achieve a high level of customer satisfaction and provide ongoing feedback.
7. Trained and supervised new hire care representatives preparing for production.
8. Collaborated with customer service team and consultants during all phases of the project.

Experience

7-10 Years

Level

Management

Education

Diploma

Description :

1. Responsible for the support of over 15,000 computers of the mixed platform, and over 7000 pieces of audiovisual equipment to include PA and Intercom systems.
2. Responsible for developing, organizing, supervising, and monitoring of the school division's technical support operations.
3. Maintenance of computer hardware, software, audiovisual and related equipment.
4. Planed system implementation projects in cooperation with outside vendors providing overall coordination and project direction on major technical acquisitions, and conversions.
5. Ensured accurate recordkeeping of all technology resources in the school division to ensure that all state guidelines are met and all grants and special funding are maintained.
6. Ensured effective use of technology through collaborative work with Instruction, Testing, Curriculum, Principals, and other Administrators within the school division.
7. Assisted in budget planning and analysis for hardware refresh for approximately $3 million annually.
8. Transitioned Support staff from a site based system to a centralized system.

Experience

7-10 Years

Level

Management

Education

BBA

Description :

1. Interviewed and trained new employees as well as consultants.
2. Interacted with various levels of users in the Bank's technical community, outside vendors, and functional areas within the Information and Technology Services function.
3. Successfully kept SLA targets at 70% closed within a 24 hour period.
4. Provided technical engineering and support for the installation, training, troubleshooting, upgrades releases, test coordination, and technical consultation.
5. Deployed and Managed Laptops, Printers (Network and local) and Handheld devices including BB.
6. Provided second and third-tier computer, network support and handheld devise support for all of the Bank's Employees.
7. Prepared weekly meetings with the team and followed up with meeting notes and action items.
8. Administrated all territory computer rights, shares, and printers.
9. Responsible for the strategic development and implementation of cost-effective training and support solutions that are designed to provide improved productivity.

Experience

7-10 Years

Level

Management

Education

BS

Description :

1. Managed the day to day operations of the Systems Administration support department and distributed special projects and tasks needing to be done on specific shifts.
2. Served as mentor and assisted with training of the technical support team to ensure quality was given each and every day.
3. Enforced policies and procedures of the department while offering high end support to customer base.
4. Ensured calls and tickets were being handled in the most efficient manner to meet SLA and that customer issues were being handled in the correct priority.
5. Configured vMotion for Live Migration for guest machines and administered troubleshooting of IIS6/IIS7 support for customers to maximize server uptime.
6. Conducted training for customers on best security practices for their servers and applications.
7. Performed administration of WEB, SMTP, FTP servers for customer's solutions.
8. Researched and investigated issues with customer's server(s) to ensure preventative action for future problems.

Experience

10+ Years

Level

Senior

Education

BS

Description :

1. Directly responsible for supervising over 30 employees, preparing sales materials, and instructing customers and employees on appropriate software for application.
2. Proven ability to consistently mentor people and lead teams to achieve organizational objectives.
3. Monitored operations to identify any future problems or misunderstandings.
4. Analyze help desk reports on a daily basis and followed standard metrics for improvement in user satisfaction and incident response process.
5. Efficiently handled customer complaints and conflict resolution.
6. Train and coach new employees on daily operations of the department and meeting customer satisfaction.
7. Conducted performance evaluations for hourly department employees.
8. Lead bi-weekly meetings with personnel to discuss improvements in order to meet and exceed customer service expectations. 
9. Coordinated with the human resources department in hiring the appropriate individuals for the workforce and assisted in designing appropriate training programs.

Experience

5-7 Years

Level

Executive

Education

Certification

Description :

1. Review monitored calls with associates using Situational Leadership model for coaching and self-discovery for associate improvement to provide exceptional customer service.
2. Deliver Performance Improvement Reviews ranging from a verbal warning, written warning, final warning, and termination requests.
3. Ensuring associate time cards reflect correct hours for each pay period, submitting all corrections prior to the close of payroll to ensure timely payments.
4. Updating Associate Time of Requests and submitting to payroll.
5. Delivering weekly team meeting based on most current Team Huddle documents, and Role Playing with associates having a difficult time with call flow.
6. Weekly feedback sessions with Associates for results of live listening to calls.
7. Monthly feedback sessions with associates providing the previous months stats and setting goals for current months.
8. Ensuring all associates aware of and up to date with any and all policy changes and new offers.

Experience

5-7 Years

Level

Executive

Education

Diploma

Description :

1. Manage and develop a team of escalated tech support specialists for Call Center using resources such as 1 on 1 meeting, group chats, conference calls, and virtual meetings.
2. Monitor, score, and provide feedback on calls.
3. Focus on team development and root cause analysis when coaching behaviors to drive performance for customer satisfaction, AHT, schedule adherence, accuracy, and sales.
4. Manage human resource responsibilities including payroll, attendance, leaves of absence, and behavioral concerns.
5. Develop behavioral interview questions, interview, hire/termination decisions, and documentation.
6. Administer advanced technical training in a classroom and virtual environments and administer first level internet support training to new department members.
7. Experience upgrading, maintaining, and tuning Linux and Windows Database Management Systems.
8. Develop and maintain current training documentation on troubleshooting, policies, and procedures, as well as job aids for best practices.

Experience

10+ Years

Level

Senior

Education

Music

Description :

1. Ensures optimum of customer service staffing levels through efficient scheduling and adjustment to meet peak service demands.
2. Ensures competence and continuity of qualified customer service personnel through optimum selection, training and development, appraisal and motivational techniques.
3. Collects compiles and analyzes data to identify trends from statistical analysis and makes recommendations to management for improving Customer Service.
4. Interface with Regional/Divisional entities to ensure proper handling of customer issues and concerns through strong interpersonal communication and problem-solving skills.
5. Troubleshoots hardware and software issues with relations to TCP/IP schemes.
6. Conducts real-time phone monitoring and coaching to billing CAEs in order to maintain required service levels.
7. Provides immediate feedback to associates to increase productivity levels.
8. Consistent exercise of independent judgment and discretion in matters of significance.

Experience

5-7 Years

Level

Executive

Education

MBA

Description :

1. Managed team of 24 support agents, supporting multiple product platforms.
2. Developed and implemented strong business practices and objectives based upon comprehensive metric evaluation and tactical analysis.
3. Provided consistent reporting and planning of departmental performance indicators.
4. Determined resource needs for optimum utilization in order to meet team performance goals.
5. Provided technical perspective on the development of new services and products.
6. Drove quarter over quarter improvement of key operational metrics including first call resolution (FCR), personnel utilization rates, and customer satisfaction percentages (MFA).
7. Successfully led large scale production deployments within key vertical markets including healthcare, air travel, and manufacturing.
8. Enhanced key dialog and development strategies with new and established partners, thus expanding team ability and throughput to elevate customer satisfaction.

Experience

5-7 Years

Level

Executive

Education

Associate

Description :

1. Responsible for setting team direction and meeting performance objectives.
2. Oversee the hiring, training of new employees and conducting team member performance appraisals.
3. Handle escalated calls and manage overall customer satisfaction.
4. Monitor, coach and evaluate the accuracy of information provided to customers to meet quality customer standards, in accordance with company culture and best practices.
5. Developed training and comprehensive reference materials that are now used by the technical team to resolve customer issues.
6. Assist with the training of staff on customer contact standards and procedures.
7. Monitor service levels for tickets and inbound calls by engaging other departments in managing the call distribution system and ticket queues.
8. Manage staff performance by completing bi-annual performance evaluations, update job descriptions, and provide ongoing feedback on essential job functions and expectations.

Experience

10+ Years

Level

Senior

Education

Economics

Description :

1. Manage a team of up to 25 technical support agents.
2. Conduct coaching sessions to improve performance, provide feedback on areas of opportunity, work to develop big picture thinking and be an advocate for my agents.
3. Monitor team performance and devise plans to improve areas not meeting or exceeding departmental goals.
4. Research accounts and reports to determine the root cause of performance issues and address with agents or leadership as necessary.
5. Conduct side-by-side coaching sessions and provide on-the-spot feedback to maintain a high level of customer service and team performance.
6. Complete payroll, manage and track PTO usage, administer corrective action and complete quality monitors on all agents weekly.
7. Responsible for multiple projects in addition to day-to-day duties.
8. Work closely with people leaders to determine what areas we can improve upon and implement a plan to make those improvements.

Experience

10+ Years

Level

Senior

Education

Communications

Description :

1. In charge of assists in the supervision and management of all IT staff including part-time and student employees.
2. Assisted the IT Manager in training IT staff, scheduling and providing supervisory oversight on a day to day basis.
3. Supervised the development and management of IT policies and procedures.
4. Provides day to day support in the management of company-wide hardware, desktops and servers.
5. Manages all electronic devices and tools used throughout the organization, including the device inventory and life cycles tracking.
6. Responsible of manages the e-waste program and supports IT purchasing and procurement monitoring.
7. Performed security audits, tracking frequency of log-in attempts, authorization tracking and ensuring appropriate activity in the frequency of system access.
8. Managed the Active Directory and Group Policy to ensure access points are managed and monitored.

Experience

5-7 Years

Level

Executive

Education

MS

Description :

1. Developed, implemented, and managed operational standards and escalation procedures to ensure service levels are maintained at a consistent level.
2. Documented, tracked, and monitored problems to ensure resolution in a timely manner with the least impact on daily operations of the branches.
3. Assigned day-to-day work assignments and ensure work assigned to technical staff is completed in a timely and effective manner.
4. Monitored helpdesk operations and escalate help-tickets to ensure problems are handled as expeditiously as possible.
5. Oversaw desktop support problems and resolutions to determine trouble trends or problem support areas and to ensure support procedures are being followed.
6. Provided management reports on help-desk operations and issues regarding the support of Information Resources.
7. Trained Help Desk Professionals on operational procedures and troubleshooting techniques.

Experience

5-7 Years

Level

Executive

Education

BS