Global Support Resume Sample

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Shane Gerhold
8270 Tessie Ferry,  Phoenix,  AZ
+1 (555) 775 7983

Work Experience

Global Support Manager
05/2016 - PRESENT
Detroit, MI
  • Maintain proper level and coverage of technical and soft skills so as to ensure a high level of customer satisfaction with the Global Support Manager team’s services by identifying training requirements based on staff feedback and observation, arranging training sessions with the relevant development personnel, and assisting in or independently delivering internal training
  • Effectiveness of regularly scheduled 1-1’s and team meetings
  • Works directly with Field and Inside Account Executives to qualify global opportunities and gain a clear understanding of each opportunity, what the customer wants to accomplish, and how it fits within our capabilities
  • Works directly with clients and prospects to clarify Zones Global capabilities, better understand clients’ needs, and position Zones solutions, based on our current capabilities
  • Builds solid relationships and works closely with Zones employees in the US as well as around the globe, especially with Zones Account Executives
  • Actively participate with the sales organization and RFP Proposals team to provide relevant global content for winning RFP responses
  • Builds solid relationships and works closely with Zones Strategic Global Partners; gains a keen understanding of their offerings in the markets they serve Document capabilities they can offer Zones customer/prospect in the in the Partner Matrix on SharePoint
  • Works directly with Zones and OEM Account Executives to obtain access to special global pricing for customers with multinational sites, so all customer locations obtain the same discounted pricing around the world
Global Support Center Engineer
12/2008 - 11/2015
Detroit, MI
  • Maintains 5-Star Customer Service in all interactions
  • Escalates as necessary
  • High energy, has a relentless drive to win and brings significant intellectual horsepower
  • Intensely focused on execution and doing whatever it takes to get things done
  • Disciplined, metrics driven with a tenacious commitment to continuous improvement
  • A strong Leader with the ability to influence and drive global processes, metrics
  • Time requirements include on-call 24x7 support for field and integrator operations
  • Domestic and International travel based on business needs (~30%)
  • Handle in depth technical and product based questions and escalations from customer service centers around the globe
Internship Applications Global Support m/f
04/2005 - 09/2008
Detroit, MI
  • Actively work the Global Desk mailbox for incoming opportunities and respond proactively
  • Ensures accurate Quote Requests within reasonable timeframes; reviews quotes requested from partners and affiliates before sending to prospects and customers to ensure accuracy
  • Demonstrate the Zones Global Portal and it’s benefits to customers
  • Serves as the primary point of contact for creation of Global price books from our Strategic Partners and acts as liaison with our Global eCommerce team to establish a Global Portal
  • Follows required processes, ensures daily follow-up on all open requests, and follows team instructions for maintaining shared workflow and resource materials
  • Monitors and releases orders from the Global ordering queue with other team members
  • Utilizes all Zones tool on a daily basis, including CRM, Webster, SharePoint, Weekly Status Report and others


Western New England University
1999 - 2004
Engineer's Degree in Business

Professional Skills

  • Proven track record of master data management skills in SAP, and process definition skills
  • Demonstrated skills and experience with magnet technology
  • Excellent computer skills, including Windows operating systems
  • Demonstrated ability to exercise creative thinking and problem resolution skills
  • Excellent oral and written communication skills in English language. (max. 10 points)
  • Excellent communication skills/Fluent in English
  • Good communication skills, both in writing and verbal

How to write Global Support Resume

Global Support role is responsible for mac, training, troubleshooting, windows, english, analytical, reporting, mainframe, finance, integration.
To write great resume for global support job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Global Support Resume

The section contact information is important in your global 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
  • Email
  • Telephone number

Work Experience in Your Global Support Resume

The section work experience is an essential part of your global 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 global 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 global support position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Global Support resume experience can include:

  • Assists Data Specialist when required for validation of data collection from the units and performs quality checks prior to upload to SAP
  • Software engineering experience in one or more the following: PHP, JavaScript, MySQL, Android, Java, Unity
  • Previous experience with designing and developing ETL processes
  • Experience in developing and maintaining high availability satellite or telecommunications systems through the use of manned and unmanned facilities
  • At least three years’ experience in capacity building and training, preferably with adult learners (max. 15 points)
  • Manage multiple deadlines and changing priorities in a fast paced environment

Education on a Global Support Resume

Make sure to make education a priority on your global support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your global 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 Global Support Resume

When listing skills on your global 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 global support skills:

  • Strong analytical skills, business acumen and strategic thinking
  • Strong interpersonal skills and the ability to interface with all levels within the organization. Ability to pull resources together to meet deadlines
  • Strong organizational, analytical and multi-tasking skills with an attention to detail
  • Solid experience dealing with web applications, able to understand and write basic HTML/CSS and JavaScript
  • Demonstrated strong knowledge of advanced MS Office software
  • Interact effectively with upper levels of management

List of Typical Experience For a Global Support Resume


Experience For Global Support Manager Resume

  • Communicate in both verbal and written forms with a wide range of internal and external stakeholders regarding complex issues in a manner effective for the specific audience being addressed
  • Actively contribute to delivery of overall financial and business performance through effective reporting and analysis in partnership with Finance Services
  • Ensures work is prioritised and processed accurately, organising workload to ensure timely and efficient completion
  • Experience handling escalated support cases
  • Good Maintenance, Delivery & Solution creation process knowledge
  • Understanding of and ability to articulate call center expectations/objectives
  • Identifies improvement opportunities and suggests solutions, making decisions based on sound rational judgement escalating issues as necessary
  • Assist our Tier 3 team in coordinating the Customer Service response to service issues and outages
  • Contribute to GSF financial performance through rigorous analysis and analytical decision making

Experience For Global Support Center Engineer Resume

  • Lead and follow up development of the global support including processes, deliveries & KPI’s
  • Supports the quality monitoring and call calibration activities
  • Manages assigned tasks knowing when to refer issues as necessary
  • Innovate methods to drive positive change in both our global support and customer service operations
  • Take & track inbound customer calls
  • Serve as resource for general and technical questions in Santa Clara through participation in support chats, and team meetings
  • Strong computer troubleshooting skills including Mac OSX & Windows operating systems, hardware, software, home networking configurations, and internet connectivity issues
  • Motivated to be a consistently high performer with a demonstrated record of such

Experience For Team Lead Global Support Resume

  • Articulate complex issues in an easy to understand manner
  • Exceptional customer service and interpersonal skills, consistently drives positive customer experiences in a non-scripted environment with internal and external customers
  • Receptive to and able to appropriately incorporate feedback to continuously improve
  • Assists Global Data Manager in the implementation of Maintenance Contract and Equipment Master Data through projects and initiatives
  • Collaboration with global process owners/representatives to ensure cross functional goals and objectives are aligned
  • Assist in the development of master data KPI and their implementation
  • Collect and proactively propose business requirements for process and solution development as well as best practices
  • Lead and instruct process network

Experience For Global Support Engineer Resume

  • Communication and Collaboration cross functional and cross cultural
  • Perform post go-live analysis of empirical data to ensure customer’s usage of the application and environmental footprint has remained aligned over time
  • Utilize existing tools available within Cloud Infrastructure to monitor performance KPI’s, interpret results, and recommend changes based on data analysis
  • Be GS/ Customer service’ voice in R&D projects
  • Ensure high customer satisfaction on all support related interactions by managing the team to the processes and standards outlined in F5’s Quality Management System
  • Provide financial and strategic advice to the GSF Leadership Teams in order to actively contribute to delivery of overall financial and functional performance

Experience For Senior Global Support Manager Resume

  • Assist with resource allocation and investment decision support
  • Drive discussion, debate and challenge at Leadership Teams through visual and clear presentations
  • Perform repair and preventative maintenance work on internal instruments
  • Provide rapid and high standard of service to internal customers
  • Manage preventative maintenance schedule and service call allocation stock
  • Help conduct daily/weekly reviews and classification of complaints related to technical support
  • Provide timely phone and e-mail technical support to the sales regions and channel partners

Experience For Global Support Specialist Resume

  • Help provide level 3 (factory based) technical support to the sales regions
  • At the request at the channel support manager, aid in installations and demo of instruments at distribution sites
  • Establish detailed product knowledge
  • Develop and improve service workshop documentation
  • SQL Server knowledge is an advantage but not a requirement
  • Manage customer interaction by coordinating communication internally and externally and directing issues to resolution. Ensure high customer satisfaction on all support related interactions by managing the team to the processes and standards outlined in F5’s Quality Management System

Experience For Senior Manager, Global Support Resume

  • Work with the Selling Unit’s and/ overseas service and support team to develop, maintain and rollout new processes and training material/programs for service and support
  • Help manage CAPA’s related to technical field issues and support activities
  • Provides technical support to field engineers, local technical support engineers, and integrator site operations engineers including diagnosis, troubleshooting, and repair support
  • Uses established escalation and service management processes to provide timely responses to field situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment
  • Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering and assists in problem communication and solution implementation to integrator operations/regional support personnel
  • Identifies issues emanating from integrator and service operations that require engineering change. Utilizes established change management & field change processes to follow-through with appropriate documentation and implementation for regional service & support organization(s)
  • Provide support and adheres to corporate processes associated with new product introduction, released products, quality, technical service reporting, field service communications, etc
  • Applies thorough knowledge of design methodologies. Basic knowledge in utilizing design engineering tools including the capability of statistically analyzing data and reporting it in graphical formats (trend charts, CpK, Control Charts, Gauge R&R Studies)

Experience For Manager, Global Support Resume

  • Interpret complex situations as required to develop appropriate actions
  • Lead the global Technical Support Center operation
  • Secure global coordination & strategies
  • Set up structures to secure a close cooperation to front and back offices to secure the support chain
  • Secure global quality and delivery related to support cases sent to Aftermarket Technology
  • Support tool implementation and optimization (Argus)
  • Plan and implement new areas of support and products releases through involvement in Product Development and process project
  • Pro-actively monitor our global customer services and infrastructure
  • Take ownership of customer issues through to resolution

Experience For Global Support Function Manager for Finance Resume

  • Analyze events and trends from multiple systems to diagnose and restore customer services
  • Follow standard procedures for escalation of unresolved Incidents to the appropriate internal teams and or management
  • Document knowledge in the form of knowledge articles to form part of our knowledge management system
  • Articulate complex technical issues in business terms
  • Work in a time-critical environment
  • Sense of urgency, and initiative to get things done
  • Polite and professional engagement with customers under all circumstances
  • Analyse events and trends from multiple systems to diagnose and restore customer services
  • Serves as an internally recognized specialist in EUV source competency who applies, analyzes and interprets a variety of standard theories, concepts, methods, and techniques to adress a wide range of issues within a single technical area using imaginative as well as practical solutions

Experience For Finance Partner Vx Global Support Functions & Global Commercial Resume

  • Uses established escalation and service management processes to provide timely responses to field situations where first-line and second-line product support has not been able to isolate or fix problems in malfunctioning EUV source equipment
  • Operates in accordance with agreed procedures and guidelines
  • Support internal continues improvement projects and deliver results per project road map
  • Accountability and oversight of the service performance across SLI’s global offices in UK & Europe, North America and Asia-Pacific
  • Develop and maintain detailed technical knowledge of the specifications and operation of EFI Digital Print products
  • Interact with all levels of the customer organization from Senior Management to operator level, internal/external customers and stakeholders

List of Typical Skills For a Global Support Resume


Skills For Global Support Manager Resume

  • Define problems statement, collect data, establish facts, draw valid conclusions and generate comprehensive report to demonstrate findings
  • Object-oriented programming (especially Java, but C++ experience also beneficial)
  • Demonstrated understanding of BGP, OSPF and MPLS, Layer 2/3 VPNs and IPsec
  • Network analysis and experience using TCP/IP, SNMP, NTP, DNS, SSH, etc
  • Experience of working with enterprise level network M&C systems and network analysis systems
  • Experience from working with external suppliers
  • Experience in related field. 3 + years tenure at EFI
  • Demonstrated expertise with enterprise application integration (EAI), business process management (BPM) or services oriented architecture (SOA) technology
  • Demonstrated technical, component or workflow proficiency with EFI’s Enterprise Productivity Software

Skills For Global Support Center Engineer Resume

  • Experience in related field
  • Strong Aftermarket and Workshop knowledge
  • See the big pictures, and make priorities
  • Technical support experience in a call center
  • Experience with systems that rely on the interaction of hardware, software and firmware
  • Several years of experience in customer service
  • Assist with diagnosing and rectifying returning faulty components tracking through RMA process
  • Assist with refreshing and creating new process documentation, process flows and standards relating to Maintenance contract and Equipment master data

Skills For Team Lead Global Support Resume

  • Prevent negative impacts to Netflix and our customers by identifying trends and articulating them into actionable follow up and takeaways
  • Analyze and gather information to facilitate decision making concerning the processes and solutions required
  • Assists in maintaining KONE Way Process Network , providing relevant input for area
  • Collaborate with other support specialists for alignment of best practices, training of end users and contribute to eLearning module content
  • Resourcefulness in getting the job done by working through or around challenges and obstacles
  • Application programming (Assembler, COBOL, Natural, etc...)
  • Familiarity with a variety of operating system fundamentals. Example Windows, UNIX, Linux, IBM Mainframe and OpenVMS
  • Collect and analyze data (Magnet Monitoring reports, C3 and Latham Hot List, Site Audit Checklist) from field for problem and quench sites

Skills For Global Support Engineer Resume

  • Instruct and Certify MR Field Service Engineers on various magnet principle training curriculums
  • Travel as required according to business requirements
  • Test, analyze, organize, and report on progress of ongoing customer issues
  • Ensure accuracy/accountability/progress of issues though data and reporting tools
  • Daily administration of field issues via our defect/case tracking applications like Jira and Salesforce
  • Monitor global support queue, focusing on the customers in local time zone and milestone violations
  • Investigate and document complex technical issues impacting our service
  • Flexible to working various schedules
  • Acts as first level support for units in Maintenance contract and Equipment master data process, troubleshooting and solution requirements

Skills For Senior Global Support Manager Resume

  • Uses specific data management tools that require an advanced level of understanding in master data management and specific competences
  • Refurbishment of internal and returning instruments to factory certified standards
  • Assist technical specialist during investigations
  • Assist in the preparation and delivery of service training
  • Initiate, update and resolve records clearly and concisely, following standards and processes
  • Troubleshoot and identify solutions to resolve customer issues using best practice methodologies

Skills For Global Support Specialist Resume

  • Troubleshoot and identify solutions to resolve customer issues using best practise methodologies
  • HTML, XML, Internet and electronic commerce technology
  • Familiarity with several major corporate enterprise software suites and standards applicable to the product line (e.g. SAP, PeopleSoft, MQSeries, WebSphere, RosettaNet)
  • Drive global magnet service strategies (i.e.: Certified Touch, FRT, Dedicated Magnet Service Model, etc.)
  • Lead/Support FRT network for assigned markets and mobilize as needed for any critical MR Magnet service needs
  • Act as primary interface between MR Field Service Organization/FRT and Latham Factory
  • Analyze data, create reports and dashboards to track markets performance with respect to quenching and out of spec. conditions (Red Sites) and develop strategies with market for problem resolution
  • Excellent/Good command of MS Office package (Word, PowerPoint, Excel, Visio)

Skills For Senior Manager, Global Support Resume

  • Knowledge and experience of QoS (Quality of Service) and QoE (Quality of Experience)
  • CRM experience preferably in, as well as sales and database administration
  • FLDP or pharmaceutical industry experience
  • Experience with ITIL aligned Incident/Problem/Event/Change management processes
  • Experience in the development/application/deployment of VSAT equipment/networks

Skills For Manager, Global Support Resume

  • Operational experience in remote baseband, IF, RF, antennas, and WAN/LAN equipment
  • Experience with ViaSat, iDirect, Newtec, Comtech, Gilat, and/or other vendors systems
  • Good knowledge of enterprise-class IP Network infrastructure
  • Experience with Unix/Linux systems administration and creation shell scripts is an advantage
  • Experience with system application administration
  • Experience with web application support is
  • Experience with end user support

Skills For Global Support Function Manager for Finance Resume

  • Experience with Weight Watchers applications & systems
  • Upervisory experience in a software support role
  • Location tentatively in Suzhou, China (location negotiable)
  • Carries or pulls up to 40+ lbs. of test equipment
  • Provides extensive satellite coverage across all the world’s seas and oceans via dedicated mobility beams
  • Work in a dynamic, matrix-managed environment across local and remote offices
  • Ability and experience to act as an incident manager for technically and often politically challenging enterprise customer situations related to support and customer’s system availability

Skills For Finance Partner Vx Global Support Functions & Global Commercial Resume

  • Be a skilled communicator both verbally and in writing
  • Sales reporting including commission reports
  • BS in Engineering, Computer Science or the equivalent combination of education, technical certifications/training
  • Thorough understanding of and ability to use System Engineering processes
  • Expert working knowledge of Satellite Communications Baseband, Network Management, and Modem systems equipment
  • Complete understanding of GEO, MEO, and LEO telecommunications satellite technologies and systems
  • Identify and analyze customer needs
  • Adaptability and ability to work in a complex matrix environment
  • The job requires the ability to lift up to 50 lbs

List of Typical Responsibilities For a Global Support Resume


Responsibilities For Global Support Manager Resume

  • Employment history with an emphasis on career development and contribution
  • In-Depth knowledge of Telecommunications, Satellite Systems
  • Knowledge of internet based network connectivity principles and implementation
  • Familiarity with the MX, SRX, EX Juniper product lines is an advantage
  • Cisco certifications, e.g. CCNA / CCNP
  • Reliable employment history with an emphasis on career development and contribution

Responsibilities For Global Support Center Engineer Resume

  • Supervise a small group of team resources and align your team’s activities/objectives with organizational business goals
  • Shared ownership of the Salesforce Digital StoreFront & VDP and Cross Media support components within Salesforce
  • Set and work with measurable targets
  • Fluency in English communication is essential
  • Experience with electronic circuit boards, processors and computer hardware including applications and programming. PC competency. Demonstrate electronics and mechanical ability
  • Experience in the renewable energy industry
  • Advanced ability to analyze data with Excel or similar tools

Responsibilities For Team Lead Global Support Resume

  • Expert ability with Microsoft Office suite
  • Rapidly enact and embrace change within the organization
  • Conduct outreach program

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