Support Delivery Resume Sample

5.0
17 votes

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Christop Kreiger
76537 Jon Ramp,  San Francisco, CA
+1 (555) 990 0624

Work Experience


Support Delivery Manager
12/2017 - PRESENT
Philadelphia, PA
  • Great curiosity – be inquisitive and challenge the status quo
  • A confident critical-thinker that can jump into many different problems and situations and come up with tactical recommendations
  • Someone who is invigorated by delivering impact – and being able to demonstrate the tangible customer result
  • Technical Support or IT experience and familiar with industry concepts and practices
  • Instructing, coaching and mentoring to improve performance and employee development
  • Have experience of team supervision and leadership
  • Manage Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed
  • Expand internal visibility of Premier Customers’ Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during after-hours
  • Manage a virtual team of 15 to 20 regional or global support engineers for our Security product portfolio
IT Delivery Tools Support
06/2011 - 08/2017
Los Angeles, CA
  • Address tool issues, policy clarifications, and other similar requests
  • Drive consistency and best practice sharing across sites
  • Introduce playbook to new Supplier and validate that all components are implemented (i.e. reporting, invoicing templates, quality programs meet SOW)
  • Ensure Supplier adheres to SOW requirements, i.e. new hire onboarding, billing guidelines, outlier management, call flows
  • Monitor case queues and work with the team to ensure escalated cases are worked within the required SLA’s and customer requirements
  • Collaborate with Technical Support Line managers to share responsibility for customer escalations and prioritize allocation of resources based on escalation priorities and customer temperature
  • Manage the Service Delivery staff within the region
  • Ensure staffing levels and skill levels are maintained throughout operational hours
  • Ensure staffing expertise and technical knowledge are maintained and developed
Support Delivery Internship
07/2006 - 01/2011
Philadelphia, PA
  • Enhancing the customer experience by working directly with and building relationships with customers
  • Develop and implement process improvements to achieve goals, improve product quality and product supportability
  • Utilize company and/or organizational Recognition and Reward Programs to keep employees engaged, motivated and satisfied
  • Sets-up of new Projects as per requests (custom configuration)
  • Plans Implementation of Tools patches and releases
  • Maintain overall responsibility for delivery in accordance with defined standards
  • Undertake day-to-day performance mgmt. of suppliers incl. service level monitoring, and escalate high risk and systemic issues to DPAMs
  • Drive issue resolution, reduced customer effort, cost efficacy and policy adherence
  • Manage high priority escalations as appropriate and ensure redirection to CritSit in SE&S where necessary

Education


Warren National University
2000 - 2005
Engineer's Degree in Computer Science

Professional Skills


  • Demonstrate the use of interpersonal and social skills in individual and group settings, including
  • Fluent Japanese and English language skills
  • Excellent JavaScript experience
  • Experience in managing Technical Support Engineers team
  • Team management and up-skilling
  • A sense of urgency and commitment to customer success and instilling that same priority in the team and peers
  • Experience in telecommunications or related technical field, preferably network operations related

How to write Support Delivery Resume

Support Delivery role is responsible for customer, organization, communications, training, security, telecommunications, travel, government, software, microsoft.
To write great resume for support delivery job, your resume must include:

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

Contact Information For Support Delivery Resume

The section contact information is important in your support delivery 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 Support Delivery Resume

The section work experience is an essential part of your support delivery 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 support delivery responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular support delivery position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Support Delivery resume experience can include:

  • Experience in SAP CRM & ECC
  • Experience with databases like MongoDB, MySQL, etc
  • Management experience, preferably in a BIC SaaS and/or AEC environment
  • Proven ability to manage and inspire teams
  • Experience in ITIM workflow customizations, Knowledge of ITIM API’s
  • Meets required customer service support metrics, including appropriate case handling requirements and CSAT

Education on a Support Delivery Resume

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

When listing skills on your support delivery 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 support delivery skills:

  • Customer support experience in data process, data communications or related environment
  • Experience in support escalation
  • Troubleshooting and resolving operational issues in 24x7 environment
  • Managing the implementation of processes and plans to ensure exceptional delivery of support for Autodesk products
  • Extensive track record in designing, implementing, testing, tuning, customizing, supporting in IAM
  • Manage the team performance by providing coaching to team members to encourage performance improvement

List of Typical Skills For a Support Delivery Resume

1

Skills For Support Delivery Manager Resume

  • Work in spaces with less than 30” of headroom, while in a kneeling or seated position
  • Funtion successfully in a high pressure, fast-paced, constantly changing environment
  • Ensure staffing expertise and knowledge are maintained and developed
  • Background with Linux operating systems
  • Some exposure to ES6 (ECMAScript 6)
2

Skills For IT Delivery Tools Support Resume

  • Knowledge in build tools like Gulp and Webpack
  • Familiarity with Docker or Containers
  • Develop and maintain Extreme customer operation procedures documentation
  • Maintain current industry trends, competition, and technical and product knowledge with respect to its value to Extreme customers
  • Responsibility for high profile tasks or projects within the scope of a mid-level manager position
  • People management and/or leadership
  • An individual of great curiosity – be inquisitive and challenge the status quo
3

Skills For Support Analyst, Service Delivery Resume

  • Someone can build a high-performance team
  • Travel via auto or plane to client locations or trade shows as needed
  • Manage a virtual team of 15 support engineers assigned to support the Payment Security product suite
  • Analyze scorecard metrics and customer feedback to identify support process and product quality improvements; plan and implement changes to drive quality and customer satisfaction
  • Evaluate individual and team training needs and collaborates with appropriate authorities to enable training opportunities
  • Manage the resolution of escalated issues to achieve customer satisfaction
4

Skills For Support & Delivery Engineer Resume

  • Review workload requirements and performs workload distribution management to meet issue volumes
  • Measure the team performance against the balanced scorecard and organizational goals, and provides timely feedback
  • Manage a virtual team of 15 support engineers assigned to support the Agile Central product suite
  • Frontline Process Excellence and Release Excellence in O&DE
  • Evaluate, suggest, support and develop solutions to meet business requirements
5

Skills For Melt Delivery / Pelletizer Sales Support Resume

  • Maintain and improve SLA and compliance postures
  • Ensure staff availability for operation of 24x7 and Follow-the-sun services
  • Manage the Support Delivery staff within the region
  • Subject matter expert in customer care issues and be able to handle non-technical customer issues, service contracts and RMA issues independently
  • Strong data structure and analytics background, preferably in maintenance support service contract and installed base data, to troubleshoot and resolve customer impacting issues
6

Skills For Premium Support Delivery Manager Resume

  • Reviews and resolves customer issues independently
  • Manage the Customer Support Delivery staff in the Bangalore and Sydney office
  • Design, create, test, and maintain applications within the platform
  • Fix any user submitted bugs
  • Drive communication in the organization; ensure new information is coordinated with the WW support teams
  • Provide leadership and direction to Specialists to drive resolution of defects for customers
  • Web server technologies

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