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Summary

A Maintenance Supervisor who has an excellent hands on technical skills and knowledge in all areas of building /facility Maintenance. Also has an excellent work ethic, professional demeanor with great initiative with follow through, and unique rich experience in working with diverse group of professionals from many different backgrounds. Arctic experienced over 7 years. 6+ years of knowledge and maintenance experience on TNHA rentals and owned buildings.

Highlights and Skills
  • 7 years of Arctic/Barrow experience
  • 6 years experience leading TNHA Maintenance crew
  • 1 year of Assistant Manager of Samuel Simmonds Memorial Hospital Facilities Maintenance
  • Certified NCCER Craft Instructor for Ilisagvik College
  • Team Builder
  • Deadline-oriented
  • Excellent Technical Skills in all areas of Building Maintenance
  • Microsoft Office including Spreadsheet development
    PowerPoint Presentations
  • Employee Training Development
Experience
TNHA September 2019 to Current Maintenance III / Crew Lead
Barrow, AK

Current Acting Manager of TNHA M&O. Oversee all preventive, routine maintenance and repairs. Directing renovations & move out work. Providing hands on employee training programs, scheduling Maintenance work, and recording Work Orders.

Reporting Department performances.

ASNA June 2018 to September 2020 Assistant Manger, Hospital Facility
Utqiagvik, AK

Directing routine and preventive maintenace of Hospital Facility.

Planning work schedules for 24/7 maintenance operations. Overseeing scheduled & incidental maintenance & repairs. Procurements. Contracting outside vendors.

Supporting Hospital administration and preparing for the Joint Commission Inspections.

TNHA May 2014 to June 2018 Working Foreman
Barrow, AK

Executed everyday operation in Maintenance Department of TNHA. Planned Maintenance schedules & Projects. Calculated accurate material estimates. Organized assigned tasks for completion on individual and team levels. Ordered materials and made material stock recommendations. Managed Maintenance and Renovations of Residential and Multi Tenant Apartment buildings. Maintained and repaired many different types of Boiler Systems. Install and maintained Surveillance Camera & recording System. Performed Employee Evaluations.

Flax House Company March 2006 to November 2013 Facility Maintenance Manager
Apple Valley, CA

Managed teams of Maintenance & Production. Reduced and controlled expenses by planing & executing Scheduled Maintenance & in-house repairs. Directed strategic initiatives to achieve fail safe productions to meet monthly Quota. Directed repairing & maintaining Production Equipment and Facility. Arranged shipping by obtaining Quotations, producing PO and documents. Contracted outside repairs when needed. Performed hands on repairs and building maintenance.

UMI Tech Inc. April 1992 to December 2005 Technical Support Manager
Cerritos, CA

Managed teams of Field Service Technicians and Bench Testing Technicians specialized with Photo Processing Equipment. Conducted assigning and dispatching Field Service Reps to support customers nationwide. Planned and executed Training for Service Technicians. Served as a Mentor to all technical support team members. Defined strategy and business plan for Tech Support Department and Refurbishing Department to increase productivity & service quality. Involved in developing Digital Printers & its manufacturing process.

UMI April 1990 to March 1992 Owner & Technical Service Specialist.
Buena Park, CA
Provided Technical Field Services to Local Photo Labs in Los Angeles Area. 
Education and Training
Long Beach Adult School High School Diploma Long Beach, CA
Los Angeles City College Electronics Los Angeles, CA Studied Electronics & Mechanical Engineering.
Certified
Fuji Film USA, Training Center Certified: Field Servicing Photo Processing Equipment Carlstadt, NJ Completed 12 weeks of training on Electronics, Mechanical, software, and operations of Fuji & other built Photo Processing/Printing Equipment. Learned to use Service Manuals & read Schematics for wiring, Mechanical, and PCB. Learned how to arrange travel plans and make it to Customer locations and perform necessary repairs. Learned to be resourceful in field. Learned how to develop and keep good relationship with customers.
Shell Training Center Certified & Licensed: Auto Mechanics Anaheim, CA Certifications of Master Auto Mechanics are successfully obtained. California Smog License was obtained.
Ilisagvik College Barrow, AK

Alaska CDL with T&X Endorsments

Alaska state Fire Extinguisher Permit Class II #17-0027-2

NCCER(National Center for Construction Education & Research) Certified Craft Instructor of Core Curriculum and Construction Technology.

HAZWOPER40, OSHA30

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Professional Summary

 Accomplished Datacenter Operations Manager with 12+ years experience in ITES and Telecommunication Industries. Successful in leading high-performing teams and partners to sustain product vision, roadmap and business goals. Seeking to leverage technical expertise, leadership and talent to take next career step in challenging executive role. Technically-savvy with outstanding relationship building, training and presentation skills.

Skills
  • Data Center Migration Project Management
  • Network Transformation Project Management
  • IT infrastructure Service Transition
  • ITIL process Implementation
  • Microsoft Project 2011
  • Service Delivery
  • Operations Management
  • Vendor Management
Work Experience
Technical Support Manager Apr 2010 - Current
Singtel Chennai, Tamilnadu

Projects Managed : 126
Role

  • Primarily responsible for end to end Project Delivery and Quality Testing before handover to Customer.
  • Project Co-ordination with global teams/ Vendors for Monitoring & Tracking on Planned Events-provisioning, implementation, installation on regular basis at Datacenter (PoP)
  • Kept meticulous records of all Media costs and expenses and analyzed that data against the budget.
  • Handling Project Delivery on –Global Customer Managed Network Services, Network Transition & Transformation, Node/Data Center (DC) Set-up/ Migration, Routers, Switches, Server Configuration & Installation.
  • Demonstrating abilities in holding review meetings to monitor progress of the project as per schedule/ budgets, ensuring timely completion and delivery of project to the client; extending technical support.
  • Strong understanding of Telecom/Networking/IT/Business industry trends, practices & regulatory issues.
  • Supporting GNOC on Incident/problem management for OLLC TTR and Availability
Senior Engineer Feb 2008 - Apr 2016
TATA Teleservices Limited Chennai, Tamilnadu

Projects Managed : 6
Role :
 

  • Involved in augmentation and Maintenance of POI & NLD connectivity.
  • Monitoring Alarms for various above mentioned nodes. CDR Backup and Health Checks on daily basis for MSC and other nodes.

 Software and Hardware Installing/Upgrading:

  • Responsible for upgrading the hardware and software in the above mentioned Nodes.

 Analyzing and Resolving Software and Hardware Issues:

  • Raising trouble tickets (CSR) and Coordinating with vendor for critical issues and for repeated issues and maintaining the database for the same.
  • Resolving Various Software and Hardware related problem in above mentioned node along with vendor support and providing necessary inputs, and creating log files for resolution.
  • Routine system health checkup of ZTE & Ericsson nodes, Redundancy check, Lifeline test.
Residential Engineer Apr 2007 - Jan 2008
ZTE Telecom India Pvt Ltd Bangalore, Karnataka

Projects Managed : 3
Role : 

  • Involved in Network Operation and Optimization of ZTE CDMA Network.
  • Responsible for Commissioning, integrating & testing of ZXC10 CDMA (MSS) systems
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Managed quality assurance program including on site evaluations, internal audits and customer surveys.
  • Monitored installation and operations to consistently meet rigorous customer requirements.
Hardware Engineer Mar 2006 - Feb 2007
Shivani Info Solutions Trichy, Tamilnadu

Role:

  • Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
  • Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
  • Recommended network security standards to management.
  • Traveled to customer sites to provide prompt resolutions to issues
  • Managed firewall, network monitoring and server monitoring both on- and off-site.
Professional Certifications
  •    PRINCE2® Practitioner (AXELOS, License .7))
  •    Lead Implementer Professional for BS ISO/IEC 27001:2013 Information Security Management Systems, (Cert Num: ENR-00303384)
  •    ISO 3100 0:2009 Risk Management Principles & Guidelines Implementation (BSI)
  •    ITIL ® v3 Foundations in IT service management (License: .1039724)
Education
MBA: Systems Management 2011
University of Madras Chennai, TN
Bachelor of Engineering: Electronics And Communications Engineering 2005
Anna University Chennai
Languages

 English, Tamil

This resume is created in 7 minutes.
Summary
Technical Customer Support Manager with experience in a sensitive corporate environment, dedicated to effective team management and customer satisfaction, detail oriented, proficient at building and maintaining professional relationships, Motivated to perform at peak levels and meet company goals.
Languages
Fluent in Arabic, English and French
Skills
  • Self-motivated
  • Team leadership
  • Client assessment and analysis
  • Customer service expert
  • Process improvement specialist
  • SQL database
  • C#, C++, ASP.net, VB.Net, Java, HTML
  • Advanced knowledge of Cisco, Routing and Switching
  • MS Office expert
Experience
Senior Testing Consultant 12/2017 to Current QIQ Qcentris Intelligent Quality AG
  • Scope the required tests, capture and document ·  Design the required test strategy in line with the scope and organization standards · 
  • Create the software test plan, get it reviewed and approved/ signed-off by the relevant stakeholders · 
  • Communicate with the client or on site/ offshore team members, as required ·  Review the test cases and test data generated by other testers · 
  • Track the assigned tasks with respect to the software test plan and the testing schedule.
  • Review defects and assign valid defects to the relevant resource.
  • Ensure the resolved defects are re-tested. 
  • Execute test cases, capturing results and reporting· 
  • Provides test leadership to local and distributed test team · 
  • Acts as an advisor and provides test leadership in all test aspects, including opportunities to improve the quality and efficiency of the testing effort within the team · 
  • Provides input to Test Quality Plan ·  
  • Maintains positive relationship with client · 
  • Requires independent judgment to determine the most effective course of action at any given stage in the test cycle · 
  • Regularly consults the architects on behalf of the team to ensure and maintain technical integrity of the testing · 
  • Follows and promotes the agreed Best Practices and their supporting documentation · 
  • Improve the test process based on the suggestions by others and own judgment
Technical Support Manager 10/2016 to 10/2017 Dell EMC
  • Heading Cairo ECD North America Technical Team, being the first second shift within the ECD (Enterprise Content Division)
  • Managing 10-15 TSEs, focusing on Hiring the right talent and budgeting of salaries
  • Accountable for operational results in terms of group and department performance standards/metrics, customer satisfaction
  • Ensures that Customer support programs are current with regard to upgrades, new product releases, trends, practices and cost
  • Building Weekly Reports for EMEA and NA managers with all the teams performance
  • Doing weekly 1-1s, and Monthly Team meeting
  • Collaborates with other managers, internally and externally, to influence and ensure that assigned Technical support area is meeting internal and external needs, operating efficiently, cost effectively and acquiring appropriate information to meet customer needs and generate accurate reports
  • Accountable for scheduling, work plans, technical direction, staffing, and performance management/development of employees in assigned areas
  • Monitoring performance of IC with call monitoring and feedback sessions.
  • Ensures that issues and recommendations with regard to programs, tools, projects, products, process, metrics, standards and customers are escalated in accordance with technical support policies and procedures
  • Contributing in internal projects , Knowledge base, Escalation warning, and Global schedule
Technical Support Supervisor 10/2014 to 10/2016 Dell EMC Corporation
  • Focusing on operations, in an area of functional, technical or product expertise.
  • Assign Development plan and career path
  • Monitoring the activities of individual contributors performing similar tasks within a shift, group, or department within Customer Services
Technical Support Engineer Level II 07/2011 to 10/2014 Dell EMC Corporation
  • Supporting Captiva Products and other Documentum Products
  • Traditional First and Second Line Technical Support, understanding Customer needs and providing solution to meet those needs
  • Efficient case handling within/between the Support Teams, ensuring all objectives is met
  • Manage Hot Cases/ Escalations working as necessary with customers, colleagues and Escalation Management
  • Writing/reviewing Troubleshooting/Diagnostic notes
Incident Management Senior Specialist 07/2008 to 06/2011 Orange Business Services Cairo
  • Acting as first line of support for Air France , supporting their network equipment, Routers switches and Airport hubs
  • Created an Internal KB that all the team used for future reference for troubleshooting , and it moved to all other teams
  • Provide updates as needed to the customer in order to meet performance objectives
  • Monitor systems, customer networks and products, and deal with alerts and events as appropriate
  • Raise and refer issues to correct/relevant entities
  • Working on Network typologies ,Frame relay, IPVPN, X25, Routing and Switching
Education and Training
B.Sc. : Communication and Computer Engineering 2006 Helwan Univercity Cairo Communication Department – Major in Computer Systems
MBA: E-Business 2016 Arab Academy for Science Technology and Maritime Transport Cairo
2003 Panasonic Certificate In Advanced communication Systems, 
2003 YAT Education Center Certificate In Programming (YPDP) , ASP.net, VB.Net, SQL Server
2005 Certified Microcontroller Programming (Atmel)
2012 ITIL v3 Foundation
Service Strategies 2015 Certified Support Manager Cairo
2012 EMC2 Professional Captiva Installation, Configuration & Management Certification
Yellow Six Sigma Certification 2016 American University In Cairo
2016 PMP Training
2017 ISTQB

This resume is created in 7 minutes.
Executive Profile
Over 13 years of experience in IT Industry. Key experience in Technical support, People management, Escalation management, Project management and Customer relationship management
Skill Highlights
  • Strategic Thinking and Execution
  • Operations Management
  • Service delivery management
  • Presentation Skills
  • Quality (CMM, ISO, FMEA)
  • Database (SQL, Oracle)
  • People Management
  • PMP and Prince2 Certified
  • Six Sigma & Lean Certified 
  • Avaya Certified Expert 
  • ITIL - Foundation
  • Six Sigma & Lean Certified
Core Accomplishments
  • Contributed towards J.D. Power and Associates Certification Award
  • Won People Manager of the Quarter award in 2016 and 2017 with Veritas
  • Won President Award for Most Innovative Idea - 12 FTE
  • Ovation Award for leading 'Knowledge Centric Support (KCS)' project - 6 FTE
  • T.E.A.M. Award for program managing Alarm Reduction project - 6 FTE
  • Ovation Award for 'Internal to External KM article' project - 4 FTE
  • Innovation Award for 'Patch/Upgrade notification' mechanism - 4 FTE
  • Pillar Awards for Product Trend Analysis for Modular Messaging - 4 FTE
  • Innovation Award for Password Reset Tool project - 2 FTE
  • Award for Xceed recognition program to build customer loyalty
  • Pillar Award for Avaya Process Certification (APC) exam
  • You have made a difference certificate for Avaya Process Champ Certification
Professional Experience
Technical Support Manager Jun 2016 to Current
Veritas Software Technologies Pvt. Ltd. Pune, Maharashtra
  • Role: People Management, Customer Relationship management and Escalation Management 
  • Nature of Responsibility: Lead and manage a team of 57 technical support engineer (Tier3/Tier4); who provide remote technical support to global enterprise customer in a 24*7 environment. 20 out of these 57 engineers directly report to me
  • These engineer support Information Availability and Digital Compliance product suite. Information availability products help customer in storage management on both On-premise and Cloud (Microsoft Azure, Amazon Web Services). Digital compliance product suite help customers with regulations like GDPR    
  • Operations Management. This includes monitoring and managing the SLAs/SLGs for key operational metrics such as Response Time, Restore time and Time to Resolve (TTR)
  • Managing Budget. This includes performance appraisal, bonus, training, external certification and employee engagement budget
  • Career Development, Succession planning and Managing attrition
  • Performance Management and Talent Development
  • Responsible for regular interlock with Research and Development (R&D), New Product Introduction (NPI), Knowledge-Centered Support (KCS) and Release readiness teams
  • Overseeing Training, Scheduling and Employee Engagement activities
  • Motivating and building the team through regular 1:1, team meetings and all hands calls
  • Participate in creating fiscal level goals for the organization and cascading it to the teams
  • Driving the organizational goal of customer satisfaction (CSAT) and productivity
  • Onsite opportunity in March-2017 Reno, Nevada & Sept 2016 San Francisco (Bay area, USA) - to meet with executives    
Business Planning and Ops Manager- I Dec 2012 to Jun 2016
Avaya India Pvt. Ltd. Pune, MH
  • Role: Service delivery management, Project Management, People Management
  • Nature of Responsibility: Manage end to end service delivery for Global Enterprise Customers like Citibank, JP Morgan, Morgan Stanley, American Express and Emirates Bank
  • Managing an all green scorecard with Resolve, Restore, Response time 
  • Conduct weekly team meeting and monthly 1:1s with the team
  • Conduct Performance appraisal discussion with team
  • Responsible for hiring, training and mentoring new hires
  • Work with the team to improve Manager Maker and Employee Engagement result
  • Identifying repeat pattern in the cases through Pareto principle and coming up with permanent solutions to eliminate/mitigate them
  • Present monthly performance report to customers -example CIO of Emirates Bank Dubai
  • Develop and implement the best practices around global processes – Follow the sun model, Knowledge-Centered Support (KCS) and customer self-help  
  • Building partnership with Customers, Partners, Channel and Vendors
  • Regular interlock with the Product house, Engineering, Professional services, Information Technology and Global field services to provide best in class support to fortune 500 customers 
Business Planning Manager Mar 2008 to Dec 2012
Avaya India Pvt. Ltd. Pune, MH
  • Role: Project Management
  • Nature of Responsibility: Responsible for end to end project management.Managing scope, schedule, cost, risk, stakeholder, quality, communication and resources
  • Planned and executed IT infrastructure, Tools Development, Product development and Strategic projects resulted in USD 2.58 M revenue/savings for services
  • Conducting Business Impact Analysis (BIA), Creating Business Case and connect with key business stakeholders to support global support services and field team
  • Program managed strategic initiatives like Customer Web adoption, Chat functionality, Knowledge- Centered support (KCS)
  • Responsible for hiring, training and mentoring new resources
  • Present report to Leadership team about the status of current projects
Tier-3 Support Engineer Mar 2005 to Mar 2008
Avaya India Pvt. Ltd. Pune, MH
  • Install, configure and troubleshoot Avaya Products
  • Provide Design and Consultation support to clients
  • Provide remote technical support to Tier 2 engineers, professional services and business partner
  • Perform complex technical troubleshooting and work with R&D on SP/patch development
  • Process Champ: Responsible for process training and process compliance
  • Participate in strategic initiatives to improve CSAT and Technical capability building
  • Delivered onsite training in Tokyo, Japan
  • Support Operation Manager with Fiscal initiatives and process training
Education
PGDBA, General Management 2011 SIBM Pune, MH, India
MCA , Computer Application 2005 Rajiv Gandhi Proudyogiki Vishwavidyalaya Indore , MP, India
Bachelor of Science, Computer Science 1999 Government Holkar Science College Indore, MP, India