Technical Support Team Lead resume example with 18+ years of experience

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

Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Experienced Team Lead with over 12 years of experience in Technical Support Leadership. Excellent reputation for resolving problems and improving customer satisfaction. Enthusiastic Manager eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Team Metrics and training in Power BI and Excel. Motivated to learn, grow and excel in Customer Satisfaction. Dedicated IT professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

  • Attention to Detail
  • Customer Service Support
  • Highly Professional
  • Multitasking and Prioritization
  • Organizational Skills
  • Verbal and Written Communication
  • Resolving Problems and Incidents
  • Collaborative Team Player
  • Customer Communication and Empathy
  • Customer Needs Assessment
  • Conflict Resolution
Work History
07/2010 to 01/2022
Technical Support Team Lead Abb Ltd Evadale, TX,
  • Managed high levels of over 50 calls a day and responded to high severity technical support needs.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues to fulfill SLAS on high severity cases.
  • Listened to over a thousand calls per year and perform Technical IQAs and Soft Skill evaluations providing Technicians with feedback pointing out areas of opportunities with suggestions for significant average improvement of 40%.
  • Created daily compliancy reports aiming at Team performance analysis gathering data for coaching and required training bringing up Teams overall performance 20%
  • Prioritized High Severity cases assigning resources to quickly contact and assist customers within SLAs
  • Performed consistently over 1,000 case scrubs to meet internal process requirements
  • Recruited, Interviewed and selected new talents
  • Provided Onboard Training to new hires
  • MOD - Manager On Duty every other weekend since 2018 to December 2021
  • Performed over 2,000 Case Scrubs and Technical IQAs delivering follow up coaching sessions across team. Performed average of 35 IQAs per month.
  • Influenced, lead, and delegated abilities
  • Participated in Intel Support NPS improvement activities throughout team to deliver improved client outcomes. Helped promote Support NPS score from 45 to 70
  • Delivered over 20 instructor-led training courses on EPO, McAfee Agent, Malware, Virus Scan enterprise, Rogue Sensor Detection
  • Substitute Manager in LTAM Business from May through October 2017, performing all manager’s core routines with efficiency: Customer follow up, Sales Escalations, Team Performance Metrics, approve time sheets, and Staff Meetings.
  • Responsible for day-to-day delivery of technical support tasks and processes, delivering efficient service across team to provide quality support to our internal and external customers within agreed SLA’s.
  • Monitor support requests, updating progress of resolving customers’ issue by actively engaging staff members on their work in cases they own.
  • Ensure all support requests are well documented with all actions taken during customers’ interaction and ensure all parties are informed on progress with clear directions on next actions and clear follow up time are provided to customers.
  • Responsible for recruiting, on-boarding process and training, and career development guiding employees on their grow to advance within organization.
  • Responsible for ensuring company's technical service staff are knowledgeable and prepared for their work, and help management understand technical challenges and needs of its company.
  • Responsible for ensuring that organizational processes are followed during execution, lead team to deliver excellent customer outcomes as well as contributing to best practices and continuous improvement.
    o Respond and resolve Sales Team’s requests regarding customers’ cases intervening with high tiers and product management to bring quick response or fast turn-around-time on solution for customers
  • Proactively educated Sales Team and Partner on technical support processes and procedures to improve relationship and decrease sales-escalation.
  • Engage and work with other technical support leaders and managers in Americas, EMEA and APAC with customers’ requests.
  • Collaborate and work with other management staff globally to determine and implement or update processes and procedures for organization to improve overall customer experience.
  • Call customers to follow up and respond to negative feedback with clear, actionable goals.
  • Responsible for day-to-day delivery of technical support tasks and processes, delivering efficient customer service
07/2004 to 03/2010
ESL Teacher Cincinnati Public Schools Cincinnati, OH,
  • Increased ESL students' reading levels by integrating online word games and altering lesson plans for students needing extra guidance.
  • Developed and taught ESL curriculum to improve students' conversational abilities.
  • Coordinated communication between students and school administration to create culturally-sensitive learning environment.
  • Improved instruction methods by using various assessment tools and strategies.
  • Educated students in basics of English grammar and conversational speaking.
  • Administered and graded tests and assignments to evaluate student progress.
  • Created new lesson plans based on course objectives.
  • Gave one-on-one attention to each student while maintaining overall focus on entire group.
  • Documented student attendance and progress against goals.
  • Emphasized critical thinking through small group activities.
  • Prepared students for tests by teaching relevant concepts and enforcing good test-taking skills.
  • Facilitated class discussion to help students work through questions and expand understanding.
  • Worked with average of 15 students per class.
  • Assessed work of adult students to evaluate progress and identify areas for improvement.
  • Supplemented instruction and increased student understanding with use of audio-visual equipment and other technology.
  • Provided individual mentoring and special tutoring to struggling students.
  • Assigned lessons and corrected homework.
  • Encouraged students to deepen knowledge with additional learning opportunities.
07/2003 to 06/2008
Computer Hardware and Software Repair Self Employed Services City, STATE,
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Developed and maintained courteous and effective working relationships.
  • Used Microsoft Word and other software tools to create documents and other communications.
  • Used coordination and planning skills to achieve results according to schedule.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Identified issues, analyzed information and provided solutions to problems.
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Managed over 10 customers per week
Expected in 07/2023
Bachelor of Science: Management in Information Technology (Attending)
UNINTER - Remote Study,
  • Systems Audit
  • Information Systems Security
  • Legislation and Intellectual Property
  • Software Engineering
  • Financial management
  • nformation Technology Governance
  • Programming language
  • Database
  • Management Information Systems
  • Project management
  • Ethnic-Racial Relations Education for the Teaching of Afro-Brazilian, African and African History and Culture
  • Knowledge management
  • Programming Logic and Algorithms
  • Computer Architecture
  • Initial Training in Distance Education
  • People management
  • Production Management
  • Computer network
  • Operational systems
  • Financial math
  • Fundamentals of Information Systems
  • Business Communication
  • Fundamentals of Administration
Expected in 12/2015
Master of Science: Computer Sciences (Unfinished)
Colling County Community College - Plano, TX,
Expected in 12/2008
Bachelor of Science: Computer Sciences
Universidade Estadual Santa Cruz (Unfinished) - Brazil,
Expected in 03/2000
Bachelor of Science: Civil Engineering
Polytechnic School of Pernambuco Brazil (Unfinishe - Brazil,
Full Professional
Native or Bilingual
Full Professional

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Resume Overview

School Attended

  • Colling County Community College
  • Universidade Estadual Santa Cruz (Unfinished)
  • Polytechnic School of Pernambuco Brazil (Unfinishe

Job Titles Held:

  • Technical Support Team Lead
  • ESL Teacher
  • Computer Hardware and Software Repair


  • Bachelor of Science
  • Master of Science
  • Bachelor of Science
  • Bachelor of Science

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