technical support associate manager resume example with 14 years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
:
Summary
Offering excellent project management, multi-tasking and communication skills to coordinate multiple, concurrent projects with competing demands. Makes sound decisions in high-pressure settings and utilize analytical problem-solving skills to troubleshoot and resolve issues. Articulate communicator with strong customer service skills.
Skills
Technical Troubleshooting
Analytical and Methodical
Hardware Diagnostics
Hardware and Software Repair
Multitasking and Prioritization
Teamwork and Collaboration
Customer Service Support
Resolving Problems and Incidents
Help Desk Support
Verbal and Written Communication
Project Management
ITIL Process
Experience
Technical Support Associate Manager , 05/2019 - 03/2023 Accenture – City, STATE,
Project Management Professional provided technical Support (24 x7) across geographies for one of the largest Global Pharmaceutical ,Chemical and Life Science company.
Provided L2,L3 and L4 production Support for Enterprise Empower Chromatographic, Nugenesis Scientific data management , LIMS and Non -core Applications using Service Now and Service Manger tools.
Technical Consultant remote troubleshooting of technical issues related to Analytical instruments i.e., HPLC, UPLC, GC, GC-HS (multi-vendor manufacturer) integrated with Empower Application , User Account & Project management and installations of Empower3 CDS Applications.
As an Expertise coordinated operations within an office environment that includes working directly with clients, Responsible for client meetings ,Vendor calls and Internal organization connects for strategic planning, automations and deliverables.
Identified needed process improvements, Monitored support activity trends (Incidents and Request) to create problem resolution,solution reports and creating technical Knowledge base articles for future reference.
Preparation and presentation of weekly, Monthly Service delivery presentation to clients and preparing Change control following Change management process to deal with complex problems and conducting application disaster recovery exercise.
Coordinated with multiple Infra teams like DBA ,Citrix ,Network and Firewall teams for resolving Global application issues and had assisted USFDA ,MHRA,TGA and Health Canada Regulatory Audits.
Planned and delivered training sessions to improve employee effectiveness and address area of weakness while evaluating individual and team business performance.
Held regular one-o-one meetings with employees to review performance and priorities and provide feedback.
Delegated daily tasks to team members to optimize group productivity, mentored staff to enhance skills and achieve daily daily targets to meet organizational goals.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Initiated inventory control measures to manage and replenish instrument spares stock, maintain cost levels and meet organizational demands.
Direct exposure to laboratory instruments in Quality Control laboratories providing Technical troubleshooting ,Servicing and Preventive maintenance of HPLC and GC systems make Waters 2695 separation module ,detectors 2998,2996,2487,2489,Agilent 1100,1200,1260 series systems, Shimadzu LC-2010,prominence system,Perkin elmer GC Clarus 500 with head space ,Agilent 6890,7890 GC systems.
Maintenance of UV spectrophotometer,FTIR,Water purification system ,pH meter,KF titrators,Sonicators,Analytical Balance and other general laboratory equipments.
Preparation and execution of annual and monthly preventive maintenance calendar for timely maintenance of analytical instruments following appropriate standard operating procedures (SOP).
Review and Execution of various calibration,Validation,Installation and qualification protocols for new and existing Analytical instruments, Stability Chambers ,incubators ,Ovens and Muffle furnace.
Preparation of yearly CAPEX budget for lab requirements, preparation of Purchase indents for instrument /Equipment Spare parts, Vendor services and procurement of New Analytical instruments post reviewing the user requirement specification document.
Assisting users in preparing Operational SOP's for instruments ,maintaining AMC and installation records for all analytical instruments .
Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Mediated conflicts between employees and facilitated effective resolutions to disputes.
Maintained and repaired Analytical instruments by troubleshooting and completing hands-on adjustments.
Performing Technical troubleshooting and configuring through Empower HPLC,UPLC and GC systems Agilent and Waters make(2695,2998,2489,2487,H-CLASS UPLC,Agilent 1100,1200,1260, Agilent GC systems 6890 & 7890) in Quality control Laboratory.
Maintaining AMC and installation through SAP ,Raising change control following change management process for Shifting of Instruments and alteration of existing configuration of Systems while coordinating with Quality assurance department.
Executing In -house installation and operational Qualification for HPLC systems,Ensuring preventive maintenance of all the laboratory instruments before scheduled calibration .
Received Excellence award for providing exceptional support to Analysts and Scientists while handling and resolving breakdown issues with minimal time for Critical testings.
Education and Training
Bachelor of Technology: Electronics And Instrumentation , Expected in 07/2005 - Kurukshetra University - Haryana, GPA: Status -
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