Technical Support Team Lead resume example with 18+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
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.
Skills
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 LeadAbb 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 TeacherCincinnati 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 RepairSelf 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
Education
Expected in 07/2023
Bachelor of Science: Management in Information Technology (Attending) UNINTER - Remote Study, GPA:
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, GPA:
Expected in 12/2008
Bachelor of Science: Computer Sciences Universidade Estadual Santa Cruz (Unfinished) - Brazil, GPA:
Expected in 03/2000
Bachelor of Science: Civil Engineering Polytechnic School of Pernambuco Brazil (Unfinishe - Brazil, GPA:
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Resume Overview
School Attended
UNINTER
Colling County Community College
Universidade Estadual Santa Cruz (Unfinished)
Polytechnic School of Pernambuco Brazil (Unfinishe