Technical Support Manager resume example with 16+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
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Work History
Technical Support Manager, 08/2016 to Current
AllyShoreview, MN,
  • Project Management:
  • Multifactor Authentication software deployment: Created documentation, training material for technical support analysts, and client base. Presented to enterprise during Lunch and lean sessions.
  • Identity and Access Management/Role-Based Access controls: Meet with business units and developing role models and access needs for roles.
  • Project lead for office Moves, Adds, Changes: 2020 worked to close, relocate, or add 80 offices/hope lodges/shared spaces/Discovery Shops completed.
  • Volunteer onboarding policies and procedures: Collaborated with volunteer engagement VP to develop standardized policies and procedures for enabling volunteers to access technology and email.
  • System Matter Expert development: Train, manage, and develop teams, to ensure delivery and support of advanced systems issues or problems. (O365 administration, Telecom administration, Onboarding Active directory ID creation, Data rights management)
  • Move staff to work remotely: Ensure staff had tools and technology, training to work remotely. In March due to pandemic, all staff had to move to remote work from home. Provided oversight and support to ensure smooth transition.
  • Business relationship manager: Cultivated and Partnered with business leadership, VP of Operations, and key constituents to identify and execute continuous IT improvements to better serve business units. Working through any reported issues, determining root cause, and provided reporting and accountability.
  • Monitored Daptiv Time-tracking for projects/staff to ensure accurate data for resource allocation and analysis.
  • Proactive research and analysis of tech support analyst reporting to identify potential issues and opportunities to improve tech support key performance indicators.
  • Analyzed and reported feedback to staff, completed performance reviews. Coached to success. Hired/Separated staff as business needs changed. Held team accountable for goals and metrics (average customer satisfaction score of 97%)
  • Provide oversight on work performed by geographically dispersed Tech Support Analysts including:
  • Provide second-level technical support, and provide status reports on regional trends and activity to senior I.T. Managers and VIP of Operations for regions
  • Install analyzes and troubleshoot as necessary desktops, laptops, mobile devices, printers, monitors, peripherals, network, servers, phones, and switches.
  • Evaluate new computer hardware, software, and processes in regional environment working in conjunction with other IT groups or departments.
  • Work in connection with Infrastructure and Operations teams to ensure uptime, and systems stability.
  • Respond to issues with Windows OS, MS Office O365, Lotus Notes, Salesforce, building automation systems/applications, CCTV systems, and Key card systems, and approved enterprise software applications issues and problems.
  • Work with asset management to maintain current inventory of all equipment within assigned regions.
  • Responsible for ensuring technology is provisioned for new hires.
Technical Support Supervisor, 06/2015 to 08/2016
Capital Insurance GroupRoseville, CA,

Provides technical support to one or more offices under direction of regional Technology Support Manager. This included client support of PCs, laptops, peripherals, and mobile devices. Work with Infrastructure and Operations team on network-related troubleshooting and deployment. Escalation point for 1st and 2nd level teams and other areas of Information Technology groups, also for client issues. Acted as part of ‘onsite team’ during office relocations, and other large-scale projects that required onsite support. Prepared upstream reporting KPIs on staff, remediated issues provide coaching as needed, prepared evaluation reporting, and problem management.

  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Technical Support Analyst, 09/2004 to 06/2015
MedullaRockford, IL,

Provided 2nd level of technical support, part of planning, developing, implementing, supporting and managing of comprehensive set of hardware and software and computing technologies for staff and volunteers. Support for office moves, add or relocations. Provided hardware/software updates and refreshes. Maintained and upgraded hardware. Provided Chat/Phone support for service desk as needed to ensure low wait time. Developed and deployed backup disaster plan for Eastern Divisions user/share data, Replicate files to remote locations, Backup to HDD and tape, monitor backups, and perform regular tests. Recover/restore data when client needs required. Follow inventory policy for repair, salvage of old hardware Proactively reach out to field staff to ensure both technical and customer service needs are being met. Maintain client service level agreements achieving average of 96% customer satisfaction. Maintain office visit schedule (virtual or in-person) to ensure office infrastructure is maintained, staff needs are provided.

Associate of Science: Accounting, Expected in 05/1982
Middlesex County College - Edison, NJ
: Management Science And Accounting , Expected in
Kean College - Union, NJ
Professional Summary

Information Technology professional experienced in developing, coaching a staff of technical support analysts. Cultivate client services relationships with Business leadership to improve IT services. Manage and implement enterprise projects, provide reporting metrics for accountability of day-to-day operations, documented changes through enterprise ITIL driven CMI process. Exceptional problem solving, troubleshooting, training and communication skills. Empowering clients and staff with the needed skills, tools and confidence to bring about productive operations promoting good stewardship.

  • Network Engineering and Management Program, Computer Learning Centers, Inc. South Plainfield New Jersey GPA 4.0
  • Kean College, Union, New Jersey courses in Management Science and Accounting 30 credits
  • Certified ITIL Foundation in IT Service Management
  • Symantec Ghost Enterprise Solutions course
  • Certified Microsoft Certified Systems Engineer (MCSE)
  • Certified Microsoft Certified Professional (MCP)
  • Certified CompTIA Network+
  • Certified CompTIA Security+
  • Certified Novell Administrator (CNA)
  • CCNA course
  • Udemy and Pluralsight coursework: Azure DevOps, Agile Fundamentals
  • Team Building
  • Operations management and process design
  • Quality control guidelines
  • Staff Management
  • Business Relationship and planning
  • Key Performance Indicators, Service Level Agreements accountability
  • Staff education, Training, and Mentoring
  • Technical Writing
  • Technical analysis troubleshooting
  • Troubleshooting Technical Issues, Hardware/software configuration
  • Customer support, Complaint Resolution, de-escalation

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Resume Overview

School Attended

  • Middlesex County College
  • Kean College

Job Titles Held:

  • Technical Support Manager
  • Technical Support Supervisor
  • Technical Support Analyst


  • Associate of Science
  • Some College (No Degree)

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