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technical support manager resume example with 20+ years of experience

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary

Adaptable Technical Support Manager excited to transition to a new team where my service management and customer skills expertise can be fully utilized and appreciated. Offering over 30 years of comprehensive experience in copier and printer technical services. Adept at directing staff for the operation, maintenance, repair and networking office equipment. Customer-oriented technical manager focused on increasing production, minimizing equipment downtime, costs, and maximizing overall efficiency.

Skills
  • Analytical problem solving
  • Training and development
  • Employee scheduling
  • Staff development
  • Key accounts and territory management
  • Brand management
  • Exceptional organizational skills
  • Superior communication skills
  • Interpersonal skills
  • Professional
  • Reliable
  • Technical support
  • Hardware maintenance
Work History
07/1999 to 01/2020 Technical Support Manager Arcserve | Phoenix, AZ,
  • Technical Support Manager for service team overseeing 15 Field Technicians
  • Coordinated training classes for new products
  • Recruited, hired and followed on boarding plan for new hires
  • Developed technical services strategies based upon clients' goals and implemented processes to achieve objectives
  • Monitored work procedures, work schedules, and expedited workflow to maintain 4 hour response time
  • Evaluated existing procedures and made proactive adjustments to meet changing demands
  • Reviewed daily/ weekly reports to identify devices that required excessive service
  • Reviewed service histories for devices with excessive service and scheduled follow up visits with customer to review performance concerns and inspect previous service work to ensure company standards were followed
  • Provided weekly updates to Senior Staff / Sales management to report findings on the account visits and provided recommendations to improve equipment performance and customer satisfaction
  • Maintained monthly/quarterly account reviews with several major accounts
06/1989 to 06/1999 Product Manager Motorola Solutions | Orlando, FL,
  • Oversaw Canon product service team in the DC metropolitan area
  • Assessed vendor products and maintained positive vendor relations
  • Championed customer experience through expert analyzation and communication
  • Responsible for reaching response targets and parts budgets
  • Worked closely with sales to ensure customer retention along with increasing net new business
Education
Expected in to to High School Diploma | Fairmont Heights High School, Capitol Heights, MD GPA:
Accomplishments
  • Earned “Manager Of The Year" in 2012
  • Earned "Presidents Club" in 2013, 2016, and 2018
  • Received Team Of The Month award numerous times and 8 out of 12 months in 2015
  • Reduced rescheduled calls from 15.5% to 12% in 2019
  • Increased team gross calls per day from 4.1 to 4.5 in 2019
  • Service team consistently had the lowest call closing errors in the company
  • Service team consistently had the lowest number of parts inventory variances in the company
Certifications
  • Certified on multiple Canon and Xerox copiers.
  • COS/Xerox Customer Service Skills training
Skills
  • Analytical problem solving
  • Training and development
  • Employee scheduling
  • Staff development
  • Key accounts and territory management
  • Brand management
  • Exceptional organizational skills
  • Superior communication skills
  • Interpersonal skills
  • Professional
  • Reliable
  • Technical support
  • Hardware maintenance
Work History
07/1999 to 01/2020 Technical Support Manager COS / Xerox Corporation | Columbia, MD
  • Technical Support Manager for service team overseeing 15 Field Technicians
  • Coordinated training classes for new products
  • Recruited, hired and followed on boarding plan for new hires
  • Developed technical services strategies based upon clients' goals and implemented processes to achieve objectives
  • Monitored work procedures, work schedules, and expedited workflow to maintain 4 hour response time
  • Evaluated existing procedures and made proactive adjustments to meet changing demands
  • Reviewed daily/ weekly reports to identify devices that required excessive service
  • Reviewed service histories for devices with excessive service and scheduled follow up visits with customer to review performance concerns and inspect previous service work to ensure company standards were followed
  • Provided weekly updates to Senior Staff / Sales management to report findings on the account visits and provided recommendations to improve equipment performance and customer satisfaction
  • Maintained monthly/quarterly account reviews with several major accounts
06/1989 to 06/1999 Product Manager IKON Office Solutions | Alexandria, VA
  • Oversaw Canon product service team in the DC metropolitan area
  • Assessed vendor products and maintained positive vendor relations
  • Championed customer experience through expert analyzation and communication
  • Responsible for reaching response targets and parts budgets
  • Worked closely with sales to ensure customer retention along with increasing net new business

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Resume Overview

School Attended

  • Fairmont Heights High School

Job Titles Held:

  • Technical Support Manager
  • Product Manager

Degrees

  • High School Diploma

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