Service Support Supervisor resume example with 12 years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
Home: (555) 432-1000
Cell:
resumesample@example.com
Summary
High-achieving Support Manager familiar with documentation, compliance and technical requirements. Expert in IT and Support Supervision 7 years of progressive experience . Decisive leader and strategic problem solver.
Skills
Document management
Safety protocol
IT Technical Support
Technical issue analysis
Application support
Application installations
Equipment maintenance
Network administration
Troubleshooting and diagnostics
Software management
System diagnostics
Project coordination
Presentations
Security oversight
Network infrastructure updates
Computer maintenance
Windows XP/Vista
Microsoft Certified Technology Specialist (MCTS)
Experience
Service Support Supervisor , 01/2015 to Current Aurora – Dallas, TX,
Improved team performance by devising successful training methods and programs.
Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
Updated software versions with patches and new installations to close security loopholes and protect users.
Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
Observed system functioning and entered commands to test different areas of operations.
Installed software updates and vulnerability patches on servers to prevent possible threats from penetrating networks.
Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
Documented repair processes and helped streamline procedures for future technical support actions.
Notified internal and external customers of impending changes and agreed outages to prevent unexpected service disruptions.
Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.
Performed internal vulnerability scans to harden owned systems against intrusion and malicious activity.
Performed troubleshooting on networking and connectivity issues to restore connections and network access.
Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
Sales Floor Team Leader, 06/2009 to 03/2015 Best Buy – City, STATE,
Communicated sales goals and key performance indicators to employees.
Conducted safety walks of store floor and reported hazards to appropriate personnel for immediate remediation.
Maintained high level of security and safety awareness within store to protect personnel, customers and merchandise.
Greeted customers, clarifying needs and identifying solutions to close sales.
Delegated tasks to maintain efficient workflow.
Managed inventory shrinkage improvement program to reduce theft and loss.
Developed resources and tools to support sales associates in rendering exceptional customer service.
Recognized problems, analyzed causes and developed solutions to improve productivity and sales metrics.
Assisted with training, development and mentoring of sales employees.
Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Recruited, hired and trained new hires to optimize profitability.
Met and consistently exceeded revenue targets with proactive, customer-specific suggestions of accessories and related items.
Drove sales of company products and services by meeting with customers using strategic and organized approach.
Reduced process lags by training employees on best practices and protocols.
Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits.
Produced sales documents, finalized deals and filed records.
Inventory Specialist, to Best Buy – City, STATE,
Verified prices and computed totals to complete accurate invoices.
Reviewed selected addresses for quality control purposes.
Maintained meticulous records to track adjustments, pallet audits and errors.
Developed reports for leadership compiling data and insights into inventory, trends and sales with focus on readability and brevity.
Entered information into system to update status reports.
Inserted security markers into or onto merchandise and tagged with pricing information.
Assessed delivered contents against original orders.
Utilized tracking systems and documentation to trace cargo on its route.
Saved costs by coordinating inventory requirements and vendor procurement details to mitigate financial discrepancies.
Service Support Representative 2, to Unisys – City, STATE,
Possess an active security clearance to access and resolve technical issues for the clients, in addition to other military contracts within the department.
1st level of support for client telephone contact support
Provide customer service to clients utilizing company applications to include Service Now, Airwatch, Dlx, SAP and Active Directory.
Assist with answering questions centered around configuration applications, systems and assisting with passwords resets using Active Directory.
Technical assistance includes troubleshooting operating systems such as Windows 10, Apple iOS.
Education and Training
Associate of Science: Computer Information System , Expected in 06/2004 Georgia Military College - Martinez, GPA:
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