Tech Support Manager Resume
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3814 Stratford Park
Owensburg, IN 47453
(123)-863-8186
m.garcia@emailaddress.com
Job Objective: Experienced Tech Support Manager seeks a new career path where I can put my experience to use for the benefit of the company.
Highlights of Qualifications:
Remarkable experience in providing technical support and managing a technical support team
Strong understanding of MS SQL Server, Internet concepts, TCP/IP, UNIX, Linux System architecture and commands
Skilled at working on high-end Windows server platforms and storage platforms
Ability to resolve critical and complex technical issues
Ability to handle multiple projects and complete it on deadline
Ability to provide technical support to support teams, field engineers and technicians
Ability to communicate technical information effectively to customers and coworkers
Ability to manage and motivate staff in a team environment
Ability to manage everyday operational procedures
Excellent teaching and leadership skills
Professional Experience:
Tech Support Manager
Dell, Owensburg, IN
October 2008 - Present
Developed project plans and objectives that helped in retaining customers and increasing company revenue.
Selected appropriate candidate for position, trained employees and assigned projects to work on.
Monitored all responses made to support cases and followed all Tech Support Call Management guidelines.
Coordinated with customers and evaluated escalated support issues.
Assisted in resolving all technical issues faced by customers.
Managed escalated cases and provided feedback to all resolutions offered and time taken for it.
Reviewed all escalation cases, prepared necessary documents and escalated it to management.
Presided escalation issues for all customer problems.
Technical Support Specialist
GE, Owensburg, IN
August 2003 - September 2008
Provided technical support to all complex software and hardware problems in system.
Managed all customer complaints, ensured customer satisfaction and timely resolution of complaints.
Documented customer information and resolutions provided for issues into SalesForce.com database and made necessary follow up to ensure smooth working of systems.
Improved technical skills by participating in training sessions and updated knowledge on new products and technologies.
Assisted departments and prepared operation manuals, instrument bulletins and made troubleshoot guidelines for customers.
Monitored shipping process for organization even at off duty hours.
Technical Support Coordinator
Time Warner Cable, Owensburg, IN
May 1998 - July 2003
Managed all technical issues with help of trouble ticketing and performed troubleshoot on systems.
Enhanced product platform and provided technical support to all internal and external customers.
Managed administrative functions for systems such as setting up an account and configuring different elements to systems.
Assisted customers and resolved all application related queries.
Evaluated market needs and recommended solutions and improved product performance.
Monitored all product delivery and verified all key dates prior to dispatch.
Education:
Bachelor’s Degree in Computer Science
Pitzer College, Claremont, CA
