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Senior Support Supervisor Resume Example

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SENIOR SUPPORT SUPERVISOR
Professional Summary

Results-driven technical support manager with extensive senior-level experience in spearheading the support, delivery and implementation of enterprise-wide solutions

  • In-depth knowledge of existing technical / customer support methodologies, with the ability to apply them to the strategic benefit of the organization and in the attainment of performance goals.
  • Customer service, team and goal orientation enhanced by a sense of urgency; strong organizational and follow-through skills and an emphasis on details.
  • Dedicated teacher and coach, passionate about bringing out the best in the people; solid success built upon the ability to inspire teamwork and tap into the expertise of subordinates.
  • Adept at working with management to prioritize activities and achieve defined project objectives; able to effectively translate requirements into technical solutions.
  • Committed to helping clients achieve maximum benefit from their IT investment, through meticulous research, support and implementation of technologies.
Core Qualifications
  • Technical Support Management
  • Requirements Gathering
  • Client Relations
  • Procedure Development
  • Vendor Liaison
  • IT Project Management
  • Team Leadership
  • Problem Resolution
  • Process Optimization
  • Hardware / Software Upgrade and Repair
Experience
Senior Support Supervisor
September 2012 to May 2015 Penn Medicine Academic Computing Services (PMACS) - Philadelphia, PA
  • Manage team of 25 local support providers across Penn Medicine's numerous locations.
  • Ascertain client requirements and liaise with vendors to determine best-suited software, hardware and regulatory practices.
  • Oversee daily check-ins with LSPs, monthly performance reviews, weekly meetings with management and infrastructure team, weekly meetings with supervisory team and handling daily-escalated support issues amongst individual LSPs.
  • Read and review weekly reports to better distribute ticket load. Analyze user submitted reviews to optimize LSP performance.
  • Coordinate with senior management to determine various infrastructure needs, such as firewalls, server setups, HIPAA compliance issues and high performance computing clusters.
  • Meet weekly with group director to discuss ongoing support issues.
  • Cover support areas directly for absent LSPs, including answering support requests via phone, email and KACE system.
Senior Support Provider
May 2010 to September 2012 School of Medicine Information Services (SOMIS) - Philadelphia, PA
  • Developed four week training schedule for new employees.
  • Wrote technical training documents for various processes, including software setup and hardware repair / setup.
  • Provided ongoing tier one support, and updated and created articles, manuals and support policies on internal Wiki.
  • Researched new products and software, while serving as primary contact with outside vendors.
  • Provided daily desktop support via phone, email and ticket system (200+ users).
Local Support Provider
July 2007 to May 2010 School of Medicine Information Services (SOMIS) - Philadelphia, PA
  • Delivered daily desktop support for 10 unique groups via phone, email and ticket system.
  • Replaced faulty hardware on various SOMIS supported systems (desktops, laptops, printers).
  • Utilized HIPAA guidelines to ensure various Psychiatry groups remained compliant with shared servers and calendars.
  • Updated and monitored hardware inventory for each supported group.
  • Assisted in development of standard department policies.
  • Participated in university-wide IT discussions for product evaluations such as anti-virus and green IT solutions.
  • Manage user account administration through Active Directory.
IT Support Assistant (ITS)
January 2006 to July 2007 Penn Law School - Philadelphia, PA
  • Built small network packages for visiting clients (routers, switches/hubs).
  • Tested new mobile technology and managed faculty service accounts through Verizon.
  • Repaired and replaced malfunctioning hard drives and disk drives on faculty PCs.
  • Worked with operations manager in setting up departmental IP phone system.
  • Managed database which monitored every network port in Biddle Law Library.
  • Tested potential new equipment (laptops, desktops, and PDAs).
  • Produced and configured presentations for new technology services with MS PowerPoint.
  • Managed purchase order reports and inventory audits through Track-It online.
Wharton Computer Consultant
March 2005 to October 2005 Wharton's Computing and Information Technology (WCIT) - Philadelphia, PA
  • Delivered front tier technical support for both faculty and students.
  • Managed front Helpdesk with phone support, appointments, walk-ins, and email support.
  • Assisted in software and hardware setup.
  • Coordinated with head of technology services (WCIT) to discuss possible upgrades and support issues.
  • Played key role in relocation of Wharton IBM mail servers
  • Liaised with IBM and Microsoft regarding warranty issues and software updates. Manage software licensing.
Undergrad Physics Lab Assistant
December 2003 to March 2005 University of Pennsylvania - Philadelphia, PA
  • Completed lab experiment setups, maintained equipment and performed visual design in Adobe Illustrator for lab manuals.
Education
Bachelor of Science : Business Administration / Management Information Systems Drexel University - Philadelphia, PA
Technical Skills

PC/Apple (Laptop and Desktop), Custom-built PCs, Blackberry / Android, Cisco, Windows 8/7/ Vista/XP, Mac OSX, Android OS, Cisco VOIP, Active Directory, Symantec Endpoint Management, Symantec Ghost, PGP Whole Disk Encryption, Dell KACE, VM Ware, MS Office 365, Remote Desktop (RDP, Apple RDP, Team Viewer, LogMeIn), Epic Systems Healthcare Software

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Resume Overview

Companies Worked For:

  • Penn Medicine Academic Computing Services (PMACS)
  • School of Medicine Information Services (SOMIS)
  • Penn Law School
  • Wharton's Computing and Information Technology (WCIT)
  • University of Pennsylvania

School Attended

  • Drexel University

Job Titles Held:

  • Senior Support Supervisor
  • Senior Support Provider
  • Local Support Provider
  • IT Support Assistant (ITS)
  • Wharton Computer Consultant
  • Undergrad Physics Lab Assistant

Degrees

  • Bachelor of Science : Business Administration / Management Information Systems

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