Technical Support Manager resume examples

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Skillful Technical Support Manager resume

Jae Yu
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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Job-winning Technical Support Manager resume

Suresh Babu S
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 4406451.20443607))
  •    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: 4406451.1039724)
Education
MBA: Systems Management 2011
University of Madras Chennai, TN
Bachelor of Engineering: Electronics And Communications Engineering 2005
Anna University Chennai
Languages

 English, Tamil

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Experienced Technical Support Manager resume

Nadeem El Mekashaty
Personal Information
Date of Birth 25/09/1984, Married, Egyptian
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
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