Director Technical Support Resume Sample
Yvonne Hermann
19676 Smitham Spurs,
Boston,
MA
+1 (555) 843 1977
Work Experience
Director, Technical Support
01/2018
-
PRESENT
New York, NY
- Deliver a consistent enterprise class technical support services via phone and e-support to internal professional services, service delivery partners and end user customers across the Americas
- Deliver a differentiated and consistent support experience across a multi-tier support framework
- Define and drive customer retention and satisfaction programs that directly impact customer loyalty
- Drive a transformational technical support strategy to deliver a world class proactive, predictive customer support experience
- Define and deliver an on-line support experience that provides competitive differentiation
- Own the overall customer support experience program; measure, monitor, and report overall customer support satisfaction and drive programs to assure continuous improvement
- Create a support experience delivering a differentiated competitive advantage and value to our customers
- Lead and develop a strong, motivated team of support and service professionals, building the necessary knowledge, skills and capabilities to execute our business strategies and maintain the highest level of customer service
Director Technical Support
02/2014
-
11/2017
Detroit, MI
- Develop operations-related plans, budgets, policies and procedures to achieve the organization’s customer satisfaction and responsiveness objectives
- Establish an environment that promotes excellence, communications, teamwork, sense of urgency and efficiency
- Ensure technical support teams are prepared with the proper education, training, tools, process and procedures to efficiently deliver a world class customer support experience
- Recruit, hire, train and provide leadership and management of a high-performance team of operational and technical support resources development to day-to-day operations
- Develop regular field communications on ongoing operational metrics, strategic initiatives, and other related topics
- Deliver a consistent enterprise class technical support services via phone and e-support to internal professional services, service delivery partners and end user customers across the APAC
- Partner closely with the regional Customer Success organization to ensure POC's, Key Strategic Customers, and Sales driven escalations are handled with a high priority
Senior Director Technical Support
05/2009
-
11/2013
Philadelphia, PA
- Improve overall customer satisfaction with VMware’s support delivery services, through rapid, high quality response and resolution for outstanding support issues
- Drive processes and organizational changes that improve the Technical Support team’s efficiency and effectiveness while enhancing the customer experience
- Responsible for driving the company’s strategic customer support activities, policies, objective, and initiatives
- Drive employee performance through realistic objectives tied to the Company’s strategies and goals, and the use of appropriate metrics to gauge performance against those objectives
- Manage one or more inContact Technical Support teams
- Provide guidance or manage escalated trouble-tickets submitted by customers experiencing challenges using inContact™ or other inContact technology software products
- Act as a technical liaison or subject matter expert in matters of support to cross-functional inContact departments
- Gather and interpret customer requirements, draw appropriate conclusions, and suggest next steps to customers
Education
Westfield State University
2004 - 2009
Engineer's Degree in Computer Science
Professional Skills
- Excellent collaboration skills to evolve the best operating practices across Cisco
- Strategic thinker; analytical and business judgment skills coupled with an ability to see initiatives to completion rapidly and cost-effectively
- Prior experience influencing and leading matrix teams, project/program management
- Prior experience supporting a Platform as a Service (PAAS) or Advertising Technology
- Demonstrated experience in developing a high performing team of 150+
- Customer facing executive with the experience, presence and empathy of managing customer relationships during escalations
- Experience in supporting both hardware and software products, and triaging issues and escalating them to either the hardware or software groups
How to write Director Technical Support Resume
Director Technical Support role is responsible for leadership, business, modeling, training, collaboration, design, integration, recruiting, security, payroll.
To write great resume for director technical support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Director Technical Support Resume
The section contact information is important in your director technical support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Director Technical Support Resume
The section work experience is an essential part of your director technical support resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous director technical support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular director technical support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Director Technical Support resume experience can include:
- Prioritize, assign and manage department activities and projects in accordance with the department’s goals and objectives. Adjust hours of work, priorities and staff assignments to ensure efficient operation, based on workload
- Establishing prioritization and applying superior technical problem solving skills to identify root cause and drive rapid and systemic countermeasures
- Strong executive presence, presentation skills and business acumen
- Proven ability to interact effectively and diplomatically with all levels of people from diverse cultural backgrounds both internally and externally
- Solid ability to communicate effectively with CEE and Sales teams
- Solid talent management skills
Education on a Director Technical Support Resume
Make sure to make education a priority on your director technical support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your director technical support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Director Technical Support Resume
When listing skills on your director technical support resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical director technical support skills:
- Strong people management skills and experience managing multi national support team and customers
- Excellent verbal and written communication skills, both with technical communication with offshore teams and with customers / customer-facing teams
- Exceptional level of skill in both oral and written communications and the ability to effectively present ideas and information
- Excellent communication skills (written, oral, and presentation) in English. Second language is preferable
- Demonstrated ability to effectively lead a team to deliver on Service Level Agreements
- Demonstrated ability to effectively manage Critical Situations with large customers
List of Typical Experience For a Director Technical Support Resume
1
Experience For Director, Technical Support Resume
- Excellent Leadership skills with the ability to interface and lead high performance technical teams to achieve maximum results
- Effectively manages the department budget
- Partner with Customer Success leadership to identify and train on skillsets that can be scaled to customer teams
- Demonstrated prior success within in a startup environment
- Experience motivating, coaching, setting goals, and performance managing team members
- Experience at a senior-management level in a customer-facing support, services, or customer-success role within a fast-paced, growing company
2
Experience For Senior Director, Technical Support Resume
- Experience designing and adjusting the organizational design to support required changes
- Understand technical training needs and help drive priorities with our internal training strategy
- Liaise with Engineering, Quality, and Product Management to identify solutions for product support challenges in the field and develop priorities
- Experience with recruiting and talent acquisition
- Focal point, as needed, for customer escalations (technical expert representing team on high-priority issues)
- Demonstrates a broad base of industry knowledge and a working knowledge of Visa product offerings to provide consultation to internal and external stakeholders
- Information Systems experience to include; help desk, technical support, PC hardware and network installation, troubleshooting and SQL
- Experience in Oil and Gas production is essential to develop and understand of production systems, terminology and expectations of the customer base
- Drive the centre reputation for world class customer support experience
3
Experience For Senior Director Technical Support Resume
- Experience as a people manager with direct management of support delivery teams
- Demonstrated ability to work under extreme pressure and adapt communication style to the audience
- Identify and execute strategic initiatives aligned to corporate direction and future market needs to continuously improve the customer support experience
- Tech support experience with Audio/video technologies
- Experience in leadership role
4
Experience For Director, Technical Support Center & Dispatch Resume
- Establish excellent communications across the GCS and CEE teams
- Promoting these groups internally within Fortinet and directly to customers
- Create a customer-centric culture focused, finding solutions and providing guidance for prevention
- Actively participate in meetings with internal and external customers, presenting area status, data, improvements and addressing customer needs
- Partner with Engineering leadership to build scalable team training programs
5
Experience For Director, Technical Support Specialist Resume
- Manage a complex portfolio of projects functioning as a Testing Specialist
- Attend CCB of the network to ensure we are meeting customer’s needs and send out any customer notification/maintenance
- Manage, develop and strategy formulation of the following groups
- Plan and co-ordinate technology transfer training sessions internally to SE’s and TAC Engineers
- Establish executive reporting to track case resolution, call center and inbox metrics
- Visit strategic customers and establish C-Level relationships to understand the changing customer requirements and enforce Red Hat’s subscription value
- Contribute to the vision and strategy for GCS; help GCS interact with other CEE and Red Hat Engineering teams
6
Experience For Assistant Director, Technical Support Resume
- Stay focused on carrying out strategic initiatives
- Willingness to travel up to 50% within the region and be present in office during work week
- Lead the Technical Escalations, Big Data Reporting and Ad Quality Operations teams (all based in Pune, India)
- Build executable playbooks for customer support activities, including issue resolution, cross departmental workflows, and escalation management
- Identify and implement opportunities for product or engineering automation to maximize operational efficiency
- Willingness to travel to the US headquarters for a full month of training and travel across APJ region to visit customers and partners
- SME in all Visa products, testing tools and environments
- Quality monitors employees and discusses the results
- Coach and develop others- actively
7
Experience For Associate Director, Technical Support Resume
- Foster open and cross-functional communication
- Direct Day of Job (DOJ) employees providing residential and business support for operational fulfillment and troubleshooting of Charter’s internet, video, and telephone services
- Directs employees that perform similar or related tasks in a significant and sizable single function, geographic region, product line or technical discipline or multiple related functions, products, geographic locations or technical disciplines.
- APAC technical support escalation team
- APAC Technical Account Management (TAM) team
8
Experience For Director Technical Support Resume
- Maintain, develop and action new product introduction processes and beta trails within the APAC region
- Keep an up to date appreciation in all areas of Fortinet technology
- Administration of professional services engagements, including following up with customers and internal Fortinet departments to conclude successful professional service projects
- Work closely with TAC organization, provide management backup as required
- Work closely with sales organization to drive sales revenue
- Previous Technical support position, or SE background
- Managed the technical service group in the US East Oklahoma region
- Effective communication to sales managers, sales representatives, technology subject matter experts is required to keeping the organization moving forward with the latest technical subject matter experts is required to keeping the organization moving forward with the latest technical advancements and direction
9
Experience For Director, Technical Support Resume
- Creating global visibility to all commercial and technical stakeholders; ensuring that Technical Escalations are the top business priority at Videojet
- Building and developing a team of capable problem solvers that can work independently and collaboratively with other functional groups
- Lead a world-class support delivery team, including active mentorship for growth
- Set the vision for the team and drive day-to-day planning and execution
- Responsible for leading all aspects of the Escalation process including project management and gaining cross-functional support to drive quick mitigation/resolution
- Manage resources to provide optimum support for customers around the clock to ensure defined Service Level Agreements are met
10
Experience For Senior Director, Technical Support Resume
- Manage the execution of support delivery to enterprise customers
- Work directly with customers, at all levels on escalated issues, to manage the customer expectations and drive issues to resolution
- Report on status of customer situations, action plans, and customer specific deliverables to management
- Create a culture and processes which can realize business goals and objectives
- Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric (not an exhaustive list)
- Use Customer Insight and Root Cause Analytics to identify companywide improvements
List of Typical Skills For a Director Technical Support Resume
1
Skills For Director, Technical Support Resume
- Relevant experience, including 5 years+ experience in Network and Security area
- Prior experience managing large teams distributed over multiple geographic areas
- Experience driving cross-functional initiatives, including collaboration for support & engineering process improvements
- Extensive experience hiring, managing, and developing employees
- Continually improve the strength of the Customer Service team through effective resource hiring, professional development and mentoring opportunities
2
Skills For Senior Director, Technical Support Resume
- Experience creating and understanding use cases and how they apply to Web Services interactions and orchestrations
- Demonstrated passion for creating successful customers, and a track record of rolling out efficient processes and systems that delight our customers
- Strong 12 years of strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets
- Solid understanding of business operations and ability to manage a multi-million operating budget
- Experience in managing a global Support Centre or organization that is 24X7, driven by KPIs and global processes, that require local implementation
- Excellent at scaling the operation
- Experience with SPA test or comparable Web Service testing toolset
- Laser focused on the delivering a world class customer experience
- Managerial experience in leading complex multifaceted technical teams with various stakeholders, preferably in a healthcare technology environment
3
Skills For Senior Director Technical Support Resume
- Experience working in the specialty chemical business in the Oil and Gas Industry required
- Coordinate with Customer Engineering to improve customer support experience in order to improve customer confidence and trust
- Track record of proven field engagement and handling complex customer situations
- Innovate and drive transformational activities targeted at maximizing the customer experience
- Partner with engineering to identify product enhancements to improve the overall customer experience
- Skilled at talent management including assessment, deployment, development, reward and retention
4
Skills For Director, Technical Support Center & Dispatch Resume
- Experience leading remote staff and operations
- Experience leveraging a call center infrastructure across a multiple geographies, competence areas, and tiers
- Demonstrate a thorough understanding of the Pro AV/IT/UC Industries
- Experience driving SaaS Service teams through high growth
- Coordinate custom (prioritized) service delivery for key customers
- Experience using Microsoft Dynamics or Salesforce CRM
- Prioritizes tasks to accomplish goals and objectives
- Knowledge and experience in Visa’s technologies and the mobile commerce market
5
Skills For Director, Technical Support Specialist Resume
- Working knowledge technical support organizations, product management, engineering, and service delivery (based on ITIL) of Cyber Security and Cloud Services
- Liaising and co-operating with corporate and other regions with respect to the teams stated above
- Understanding of the micro-inequities and diversity
- Understanding of HTTP communication protocols
- Understanding of authentication and authorization access to data and functions via Web Services
- Building High Performance Team/ Continuous improvement : on the look-out for new tools and technologies to better serve the customer
- Leading large teams with over a span of 100+ for enterprise product companies for 8+ years
- Successful history of hiring, developing, mentoring and motivating top talent
- Responsible for the management of proprietary ticketing system and working with IT to deliver ongoing enhancements to further productivity gains for all users
6
Skills For Assistant Director, Technical Support Resume
- Attract and retain great talent. Cares deeply about the team and excels at identifying, mentoring and developing individuals at all levels
- Promote intra- and inter-departmental teamwork by focusing system consulting objectives to critical business issues
- Defines and deliver a strategy for meeting the differing needs of standardisation and flexibility across the range of customer profiles
- Acts as principal owner of the Global Technical Escalation process, driving quick resolution for issues impacting customer uptime
- Continuously analyze existing processes and practices looking for ways to improve team operations
- Oversee regular operational reviews, including performance reporting and continuous improvement progress
- Leading operational customer facing service or support teams
7
Skills For Associate Director, Technical Support Resume
- Work in a fast-paced, reactive, changing, and sometimes demanding atmosphere
- Foster a culture that focuses beyond break-fix issues and strives to engage customers in planning and deploying phases
- Important contributor to Visa’s and Client’s testing strategy
- Coordinate support organisation-wide scheduling
- Provide coaching and development for support practitioners
8
Skills For Director Technical Support Resume
- Provides leadership and guidance for the Technical Support management team to ensure an engaging and supportive environment for front line Rackers and managers
- Continually develop the recruitment strategy to significantly reduce the time to hire for technical staff whilst keeping standards high
- Basic to advanced understanding of telephony
- Cross-functional customer coordination with Remote Product Specialists, Customer Engineering, and Sales Account Managers
- Closely monitor onboarding plan to help TSEs ramp-up and able to contribute within the defined timeline
- Able to adapt and succeed in a changing global environment
- Focus on deploying automation that improves response times, drives down costs and serves customer’s the way they want to be served
- Provide strategic direction on operational issues; staffing; policy and employee development
9
Skills For Director, Technical Support Resume
- Recruit, train and develop a superior staff. Train staff in the use of industry best practices, established engineering methodologies and documented procedures
- Possess high level business acumen and be comfortable communicating to C suite level
- Innovate and drive transformational activities targeted at maximizing customer success
- A demonstrable desire for continuous learning and improvement
- Influence change across the organization, and beyond
- Excellent executive presence and communication skills - ability to persuade using simple communications that convey complex concepts in a compelling and creative way
- Strong conviction balanced with the ability to represent organization decisions
- High levels of integrity, ability to inspire trust and confidence with Sr Leadership and Executives
- Well versed with operational excellence, metric dashboards, etc
10
Skills For Senior Director, Technical Support Resume
- Drive continuous improvement in Customer Service by initiating changes and creating an environment that is conducive to change. Foster a team mindset of continuous improvement. Focus on efficiency improvements, expense reductions, and quality improvements in all areas of Customer Support
- Technical Support, Documentation & Training – Ensure team is provided with training and documentation for new versions of software and hardware. Provide technical support for the Implementation Services Team
- Build and maintain a strong team by emphasizing teamwork and camaraderie, developing a depth of business understanding, encouraging role development and accountability growth
- Schedules resources on rotation from Product Development and Business Units to analyse and troubleshoot product issues
- Maintains a line of communication with Visa’s supported production customers and liaises with the support practitioners to meet SLA terms and provide responses to clients
- Contributes to a collaborative culture in the Product Development area as well as across business units
- Is accountable for the responses to all service requests from production clients, although is not necessarily responsible for the execution of Service Request resolution
List of Typical Responsibilities For a Director Technical Support Resume
1
Responsibilities For Director, Technical Support Resume
- Experience providing technical support to product support teams, field engineers and technicians including 5+ years managerial experience
- Ensure that engineers are current with the latest skills and training
- Confident and tactful communication skills
- Management experience, with at least 4 years of second or third-level management experience
- Demonstrated experience in senior leadership positions with responsibility for managing employees
2
Responsibilities For Senior Director, Technical Support Resume
- Collaborate to develop strategies focused on driving continual improvement to Support delivery and the overall customer Support experience
- Information technology work experience
- Technical support center leadership experience,
- Form strong cross-functional relationships and influence others to drive to a common goal
- Oversee the handling of Tier 1 and Tier 2 support functions across the globe, including the transferring of tickets between tiers and offices
- Work toward global operational consistency while maintaining regional customer-specific requirements and variances
- Act as the Voice of the Customer across the organization
- Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities for all employees in the span
3
Responsibilities For Senior Director Technical Support Resume
- Accountable for ensuring quality and regulatory compliance and legal requirements. Identification of any potential risk issues and come up with solutions to mitigate them
- Develop an environment of trusted leadership built on a base of integrity , ethics, diversity and inclusion
- Develop a global network of peers and colleagues
- Build and maintain trusted relationships with Sales/Eng/Financial and any other pertinent functions
- Consistently Communicate the Strategy and related tactics with teams
- Overall 17+ years global exposure in Customer Support industry
- Proven Management and/or relationship management experience at a senior, strategic level role. Established track record of exceeding targets, KPI’s SLA’s, in a quality led, compliant environment
- Evidence of well-developed leadership skills
- Influential relationships skills at all. Able to use these relationships to deliver service improvements
4
Responsibilities For Director, Technical Support Center & Dispatch Resume
- Demonstrate ability to motivate and communicate with others at all levels
- Develop and execute on proactive support services and associated tools, that help solve customer business problems before the problem impacts the customer
- Manage the relationship, performance and quality of 3rd party support vendors
- Achieve/exceed quarterly goals (i.e., response time, resolution time, customer satisfaction, etc.)
- Manage department budget, identify needs and present investments required to improve service levels
- Stay current on latest call center technologies and presents business cases for investment required to implement
- Serve as the highest point of escalation within the EMEA Technical Support Center
- Broad exposure to a variety of technologies/concepts and management in a distributed environment
5
Responsibilities For Director, Technical Support Specialist Resume
- Up to 50%+ travel required
- Build relationships with the Executives and other key stakeholders internally and with key external customers
- Develop a complete and thorough understanding of HARMAN Professional’s sales model and strategic business plan and ensure the Technical Support strategy is in alignment with these key objectives
- Drive continuous improvement process in Tech support area to improve customer satisfaction, efficiency, capabilities and value added among others
- Provide business intelligence to senior management to influence future product evolution and development to better assist triage of customer issues
- Remove obstacles and barriers that negatively impact the flow of business
- Develop and oversees the strategy for the HPRO Post-sales support global phone center
- Drive strategy for the global support team capable of supporting: Multiple tiers of support, 24/7 support availability and Multi-language support (where required)
6
Responsibilities For Assistant Director, Technical Support Resume
- Coach, support and develop talent within the team; manage employees growth and career trajectory and scale the team by sharing opportunities for increased effectiveness and efficiency while also identifying the key barriers for success
- Develop a proactive support approach and associated tools in support of an aaS business, that help solve customer business problems before the problem impacts the customer’s business
- Recruit, train and develop staff to support cloud data services and aaS offerings
- Evolve automation to improve response times, drive down costs and serve customer’s the way they want to be served
- Play a key role in the development and implementation of self-support infrastructure and knowledge management
- Possess a "big picture" perspective of customer success, and its impact on revenue and customer retention
7
Responsibilities For Associate Director, Technical Support Resume
- A strategic outlook on CRM and ERP functionality with regards to customer support
- Advocate on behalf of customers with a proactive approach, anticipate needs and leverage resources from across the company as needed
- Carry out customer success strategy, directly managing the regional Customer Success Teams and ensuring the success of Red Hat's most strategic customers and partners
- Manage the Strategic Customer Engagement team
- Promote a customer success and customer first attitude within the region
- Help actively recruit GCS team and management associates; coach, mentor, and provide direction to your management team to improve accountability and performance
- Ensure solid financial and budget control and operational implementation
8
Responsibilities For Director Technical Support Resume
- Collaborate with senior managers from CEE regions, support centers, documentation, quality engineering (QE), and other teams; work with these managers to ensure that CEE’s quality, process, and offering improvement (Kaizen) projects are successful
- Solid ability to work as part of a team and lead by example
- Handle multiple priorities and work under deadline pressures
- Foster a partnership with peers in the Sales team to support and guide active account plans for the most strategic customers regionally
- Serve as a change advocate and promoter
- Establish a sense of urgency to guide performance and change within the team
- Work with team to establish a customer-first mindset
- Drive regular reviews to assess and ensure positive customer sentiment and spot new opportunities or issues
9
Responsibilities For Director, Technical Support Resume
- Track team achievement, identify root causes of gaps, and solve for those gaps in scalable way
- Train and mentor team members on approaches and practices for root cause analysis, issue resolution, and customer communications
- Orient the team towards proactive opportunity identification and customer-first resolution
- Build positive team culture in which people are valued, supported and challenged
- Part of management team that owns the results against key organizational metrics (e.g. Revenue, NPS)
10
Responsibilities For Senior Director, Technical Support Resume
- Analyze Customer trends and adopt Knowledge Centric Support practices to ensure Knowledge base articles are promptly written resulting in increased First Contact Closure and Customer
- Strong understanding of operational infrastructure, metrics, processes, systems and tools for running a Worldwide Support organization focused on working via Outsourced partner
- Organization / talent development and daily management experience in a business-to-business capital goods environment where excellence in after-market support, at the customer’s place of business, is a strategically important part of the overall value proposition
- Extensive familiarity with client devices, server and storage based technology, combined with network and security technologies; previous experience in technical sales or telephone support
- Demonstrated business communication skills, including but not limited to verbal & written communication skills, the ability to communicate effectively over the phone and conduct presentations (in person and remotely)
- Multi-task and/or work on multiple projects concurrently
- Work, strive and grow in a dynamic work environment
- Apply quality principles to work performed
- Experience within a management capacity; managing through Managers, preferably for a vendor in the following markets: Cloud Services, Secure Web and Email Gateways, Network Security, Data Loss Prevention
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