support team lead resume example with 8+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Motivated, determined, and dependable on doing what is required of me in a timely manner and going beyond my requirements when needed to make sure customers/partners feel they are getting the proper care and guidance they deserve. I bring to the table approximately 8 years of customer service experience via phone call/email communication including handling escalations.

Work History
Support Team Lead, 01/2017 to Current
Bastian Material HandlingPeachtree Corners, GA,

In addition to regular and escalated Support Technician duties, providing mentorship and guidance for pod with a positive, solution-oriented manner, responsibilities of a Team Lead include:

-Collaborate with other departments about issues and processes
-Coordinate with managers about ongoing concerns or issues that affect the department

Customer Focus:
-Provide exceptional customer service with greeting and acknowledging all customers in a friendly, professional and phenomenal manner. Be a role model to others.

-Inspire each team member to perform the best they can
-Mentor and guide employees ensuring all are trained and capable of performing assigned duties
-Provide a positive example to maintain positive moral

Performance of pod members:
-Manage schedule when needed
-Provide quality control on tickets and calls

Organizational Skills:
-Ability to multitask effectively to balance calls, help pod members, troubleshoot and escalate issues.
-On time and reliable daily

Problem Solving:
-Provide advanced troubleshooting
-Willingness to stay with an issue until resolution

Support Technician, 02/2015 to 01/2017
PomeroyNanuet, NY,

Responsible for exceptional customer service and care while providing technical support to customers/partners

Deliver support in all aspects of connectivity AppRiver products and client systems including but not limited to mobile devices, workstations, servers and applications

Collaborate with team to analyze and develop solutions to highly complex problems

Manage telephone and ticket queues so that client issues are resolved in a timely fashion

Facilitate Live Remote Assistance sessions with clients having technical issues that cannot be resolved via the phone or through tickets

Develop a complete understanding of AppRiver products with a working knowledge of complementary products and services

Technical Support Representative, 06/2012 to 12/2014
Packsize LlcColumbia, MO,

Received inbound calls to assist customers with troubleshooting their Cox equipment and how to use their equipment.

Assisted with troubleshooting cable/internet connectivity and speed issues.

Scheduled appointments for field technicians


-Capable of explaining effectively to customer along with people in pod
-Troubleshooting and configuring
-Understanding of “auto discover” records along with MX, TXT, SPF, DNSec

Mail flow and routing, confirming and troubleshooting:
-Email Threat Protection –both inbound and Smarthost
-Message tracking

EMP Encryption:
-Outlook plugin installation and troubleshooting
-Web client administration
-Guest and pro-user administration
-Knowledge of settings and configuration

Email Threat Protection filter:
-Analyzing and addressing spam leakage
-Diagnosing connection issues
-Complete knowledge of CP settings both user and domain
-Header analysis

Exchange/Active Directory:
-General understanding of Exchange 2010/2013/2016/ASA400
-Understanding of Exchange protocols and ports
-Message tracking internal messages between users with either
-Powershell and EAC tools knowledge
-Working knowledge of all the various email clients, protocols and operating systems
-Knowledge of mobile device setups and EAS.

-Diagnose Outbound Spam leakage and Compromised customers
-Track outbound messages and provide logging of delivery
-Basic understanding of TLS and common outbound encryption

-Ability to determine networks and policies
-Knowledge of Secure Surf Settings in the CP and logging
-Nslookup/Tracert/ping and other common network diagnosis techniques

Escalating trouble tickets and submitting bugs for development review, collaboration:
-Following current bug ticket creation guidelines
-Working with development staff when needed to re-produce issues

Office 365:
-Knowledge like Exchange/Active Directory section describe above along with
anything specific to Microsoft Office 365 to include Sharepoint and One Drive

Zix services:

-Knowledge of understanding policy management and portal management for Zix Encryption service

-Understanding mail flow for routing mail to Zix for encryption and message tracking

-Knowledge of performing searches and exports for Zix Archive service

High School Diploma: , Expected in 05/2012 to West Florida High School Of Advanced Technology - Pensacola, FL ,

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Resume Overview

School Attended

  • West Florida High School Of Advanced Technology

Job Titles Held:

  • Support Team Lead
  • Support Technician
  • Technical Support Representative


  • High School Diploma

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