Service Support Supervisor resume example with 12 years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:

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.

  • 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)
Service Support Supervisor , 01/2015 to Current
AuroraDallas, 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 BuyCity, 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 BuyCity, 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
UnisysCity, 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,

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Resume Overview

School Attended

  • Georgia Military College

Job Titles Held:

  • Service Support Supervisor
  • Sales Floor Team Leader
  • Inventory Specialist
  • Service Support Representative 2


  • Associate of Science

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