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Manager, Technical Support Resume Example

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MANAGER, TECHNICAL SUPPORT
Summary
Dedicated, customer-focused, and analytical professional who shores up custom enterprise software solutions. Agile: quickly masters new technologies, balances local and global insights, and identifies opportunities for improvement. Develops comprehensive training and cuts through complexity to demonstrate value. A champion of teams who celebrates success and develops talent. CUSTOM SOFTWARE SUPPORT SaaS / INTERNET OF THINGS PROFESSIONAL SERVICES TRAINING & DEVELOPMENT TEAM MANAGEMENT
Skills
  • Informix, Oracle, MS Access, MS SQL Server, PostgreSQL
  • Network
  • TCP/IP, Ethernet, FTP
  • Productivity Tools
  • Microsoft: Office, Visio, Project, Remedy, ITSM, Autotask, Bugzilla, JIRA, Serena
  • Telecommunications
  • Cisco, UCCE, UCCX, Avaya, CMS
Experience
01/2015 to Current
Manager, Technical SupportCompany Name － City, State
  • VisTracks is the leading provider of white-labeled, reseller-based FMCSA-certified ELD software and managed services for electronic logging of driver hours of service, vehicle inspections, electronic work orders, and IFTA.
  • Hired as sole provider of technical support for start-up during rapid expansion.
  • Serve as the resident expert on U.S.
  • governmental regulations for software and managed services for the trucking industry.
  • Provide 24/7 support for software and hardware, addressing critical issues in a prompt and efficient manner.
  • Contribute to continuous improvement initiatives, including the software design process for new feature development and upgrades.
  • Perform comprehensive code reviews, hardware testing, as well as real-time (UAT device) testing in the field.
  • Develop and facilitate one-on-one training on features, lead onsite technical training for partners, and host webinars on a variety of subjects.
  • Track all customer-related defects with JIRA and Bugzilla to improve U/X and performance.
01/2012 to 01/2015
Support Team LeadCompany Name － City, State
  • Aceyus provides contact center intelligence solutions for Fortune 100 firms, multinational financial institutions, telecommunications service providers, transportation services, insurance, and mobile communications companies.
  • Appointed support team lead and managed 6-8 support engineers; deftly handled all support issues (including high-visibility and critical issues), providing 24/7 assistance and ensuring the quickest resolution.
  • Selected as project lead for top telecommunications provider (a $300K / year account); cultivated relationship and acted as liaison between the customer and internal teams.
  • Performed in-depth SQL analysis and advanced SQL development (creation of dashboards and reports) to provide timely and relevant information according the customer's business needs.
  • Interviewed candidates and spearheaded ongoing internal training program; all new hires, regardless of position, were required to learn the SaaS before moving to different groups.
  • Facilitated trainings for customer new hires on product support; served as a go-to resource for cross-functional teams on product functions and features.
  • Led ongoing reviews, P1 post-mortems, and weekly staff meetings to address critical issues; evaluated every open issue and latest status, upcoming implementations, hot spots, or areas to look at closer.
  • Resolved high-visibility and critical issues to ensure the quickest resolution.
  • Coached and mentored team members through weekly 1-1 meetings, conducted performance reviews, and developed plans for employees seeking growth and advancement.
  • Promoted from Senior Support Engineer after 11 months.
01/2005 to 01/2012
Technical Support Engineer Level 3 | SyntellectCompany Name － City, State
  • Syntellect's Customer Interaction Management (CIM) platform, with an advanced management engine, delivers true site-independent universal queuing of all communication types across multiple contact centers, routing them to the most appropriate resource that is available.
  • Analyzed escalated issues of complex product integrations and defects submitted by customers, partners and integrators, in addition to providing traditional product support regarding usability, installation, and configuration.
  • Trained all new support engineers on email and web interaction flow, database usage, reports, and data recovery.
  • Diagnosed and managed customer issues through delivery of a product patch or applicable resolution.
  • Interfaced with the engineering department on product issues, which included recreating the issue on a test system, opening a ticket within the Serena tracking system, and providing the associated traces and other data that may be necessary for engineering to investigate the issue.
  • Served as FTP Administrator for our customer-facing FTP site, which included ID creation, customer folder creation, resetting accounts, and moving new releases around on the site.
  • Handled all maintenance and updates for the internal CIM production system for three nodes (Chicago, Phoenix, and the UK).
  • Provided support to global Level 2 engineers to support customers 24/7.
  • Prioritized backlog of issues currently residing in Engineering and communicated issues that needed to be addressed in the next cycle/upgrade.
  • Promoted from Technical Support Engineer Level 2 and Database Specialist (Oracle, SQL) after four months.
01/1999 to 01/2004
Project LeadCompany Name － City, State
  • Rockwell FirstPoint Contact provides call and customer contact solutions using voice, email, wireless, and VOIP infrastructure to leverage data from the enterprise to influence customer relationship management strategies.
  • Led and managed all Y2K upgrades for 36 customer systems, served as senior database analyst (Oracle), and played integral role on two product teams; received three promotions throughout tenure.
  • Provided technical input for the Solution Design Document, reviewed custom solution requirements from Salesforce for time and effort quoting, and created the requirements document for the customer's approval.
  • Provided consulting services through all phases (pre- through post-sales) of the Development Lifecycle, including discovery, implementation, and support services for different client-server based, Tandem mainframe, and eCommerce solutions as Application Implementation Engineer for Professional Services.
  • Implemented and maintained new installations of Rational Clearcase and Microsoft Visual Source Safe (COTS and specialized reusable custom software) for Professional Services and Custom Applications Groups.
Education and Training
1996
BS: Computer Information SystemsDeVry Institute of Technology － City, StateComputer Information Systems Epsilon Delta Pi Fraternity (National Honor Society for CIS)
Skills
analyst, Avaya, CIM, Cisco, Clearcase, client-server, CMS, hardware, consulting, continuous improvement, customer relationship management, Databases, Database, delivery, eCommerce, email, Engineer, Ethernet, features,  FTP, functional, Informix, team lead, logging, meetings, MS Access, Office, enterprise, Network, next, Oracle, performance reviews, PostgreSQL, project lead, real-time, routing, software design, Visual Source Safe, MS SQL Server, SQL, TCP/IP, technical support, technical training, telecommunications, transportation, upgrades, upgrade, Visio, VOIP, Y2K
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Resume Overview

School Attended

  • DeVry Institute of Technology

Job Titles Held:

  • Manager, Technical Support
  • Support Team Lead
  • Technical Support Engineer Level 3 | Syntellect
  • Project Lead

Degrees

  • BS : Computer Information Systems

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