Technical Support Manager Resume
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79 Oakridge Lane
Royse City, TX 75189
(123)-762-7317
b.lynn@emailaddress.com
Job Objective: To obtain Technical Support Manager Position in which I can increase my skills and become a valued member of the team.
Highlights of Qualifications:
Experience in performing troubleshooting, managing technical support team and provided solutions to all complex software problems
Deep knowledge of e-commerce procedures and principles
Operational knowledge of window networks and SQL servers
Immense ability to analyze and interpret all technical documents and government regulations
Ability to multitask and work in a fast paced environment and met all deadlines
Sound skills to understand all web based applications
Skilled to teach subordinate staff
Ability to create new and modify existing documentation
Proficient in understanding high end storage platforms
Familiarity in Linux platforms and email protocols technologies
Solid understanding of relational databases
Professional Experience:
Technical Support Manager
Media General, Inc, Royse City, TX
October 2008 - Present
Established department objective and goals for retain more customers and increase revenue generation for organization.
Assisted customers in installation and operating computer software, hardware and related problems to satisfy all needs.
Monitored employee performance and performed required appraisals.
Managed support cases and resolved all issues, evaluated resolution provided to confirm compliance with necessary guidelines.
Assisted support analysts and provided necessary feedback on cases escalated to senior management.
Reviewed all cases and verified all information and corrected cases when required.
Organized cases to be sent to support analysts and escalated cases if not resolved by system analysts and ensured use of all resources for resolution.
Assisted customers and understood requirements and worked accordingly.
Technical Support Representative
Dell Inc., Royse City, TX
August 2003 - September 2008
Monitored and answered all technical queries and resolved issues in appropriate time frame.
Managed issues and if necessary escalated issues to appropriate departments such as product management and development.
Developed and implemented tests and documented all technical issues.
Coordinated with various teams and performed user acceptance tests on new product releases.
Provided technical support to all technologies and performed tests on it.
Streamlined all unresolved issues and answered all queries of external and internal customers.
Technical Support Engineer
nVidia, Royse City, TX
May 1998 - July 2003
Performed troubleshoot and documented all client application issues.
Monitored client queries and assisted them with help of email and phone.
Organized all documents for client issued and maintained a tracing system for same.
Maintained all information of status and updated customers accordingly on progress of resolution.
Coordinated with colleagues, analyzed and resolved all complex problems faced by customers.
Provided application support in off hours as well.
Education:
Bachelor’s Degree in Engineering
Molloy College, Rockville Centre, NY
