Support Operations Resume Sample

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Alexanne Quitzon
96119 Reynold Road,  New York, NY
+1 (555) 185 6187

Work Experience


Support Operations Manager
01/2017 - PRESENT
New York, NY
  • Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable)
  • MBA or other similar qualifications, with 7-10 years of experience
  • Strong knowledge of SalesForce.com and other CRP Platforms
  • Knowledge of sales process, compensation, organization models, and other aspects of sales operations
  • Connect front-end sales activity with back-end financial reporting and analysis
  • Excellent business analysis and basic financial modeling skills
  • Learn new technologies, tools, and approaches independently and apply those concepts to customers’ needs
  • BS in Computer Science or business related curriculum,
  • Networking Experience Routers, Switches, Firewalls etc.
Support Operations Analyst
12/2014 - 12/2016
Houston, TX
  • Research customer contracts and purchasing history in Hitachi Data Systems' various customer management systems in order to create timely and accurate renewal quotations for the strategic enterprise accounts
  • Work cross-functionally with business partners in sales, legal, finance, etc. to resolve issues raised by customers
  • Investigate, organize, coordinate, and quote maintenance renewals on Hitachi Vantara and vendor products
  • Quote, track, and coordinate billing with Business Coordinator for billable services (out of scope maintenance services)
  • Quote, track, order, and coordinate billing with Business Coordinator for Spare Parts orders
  • Provide updates to NetSuite as it relates to the service delivery, including but not limited to Clarify and/or Services Insight sites, support teams, and secured support / clearance requirements
  • Provide updates to Services Insight, including but not limited to Support Offices, District Manager identification, site team, HRT and Centralized Support, as well as appropriate time zone
  • Assist in the creation or updates to customer account support documentation in support of the Solutions Assurance Process
  • Provide other administrative support and system updates as it relates to Customer Service activities
Customer Support Operations Assistant
08/2008 - 09/2014
New York, NY
  • Strong Knowledge of Networking Routers, Switches, VOIP, Firewalls etc.
  • Professional or practical work experience in a similar position
  • Within scope of responsibility, provide project leadership to assigned business functions and track the progress of the department’s initiatives and provide status updates to management
  • Prioritize competing deliverables while maintaining quality and production standards
  • Engage with Sales, resellers partners, end users, sales, distributers to present renewals quotations and respond to questions
  • Manage the opportunity pipeline while providing accurate and timely updates to management on progress and outlook on the renewal forecast
  • Proactive quote 180 days prior to contract expiration so that all Federal customer accounts are resolved prior to the expiration date
  • Develop a deep expertise and understanding of Hitachi Vantara's Maintenance and Support Programs, Software License Agreements, Service Terms & Conditions, and services pricing and negotiating renewals

Education


Strayer University - Prince George's Campus
2003 - 2007
Bachelor's Degree in Business

Professional Skills


  • Excellent leadership, communication skills, and organizational skills are required
  • Strong writing skills with experience documenting process solutions
  • Excellent written/verbal communication including strong presentation skills
  • Strong management, organization and analytical skills including ability to set and manage priorities judiciously
  • Strong cross-functional Program/Project management skills including planning, scheduling, monitoring and stakeholder reporting
  • Strong documentation and presentation skills including creative thinking and willingness to work hands-on to deliver impactful outcomes
  • Strong communication skills and comfort with providing coaching and directive management

How to write Support Operations Resume

Support Operations role is responsible for business, interpersonal, analytical, customer, organizational, analysis, troubleshooting, training, reporting, presentation.
To write great resume for support operations job, your resume must include:

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

Contact Information For Support Operations Resume

The section contact information is important in your support operations 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 Operations Resume

The section work experience is an essential part of your support operations 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 operations 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 operations position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Support Operations resume experience can include:

  • Partner cross functionally, through strong relationship building and communication skills, with all levels of management
  • Strong relationship building skills to be able to successfully work across departments
  • Demonstrated leadership, analytical, communication and problem solving skills and the ability to act/decide accordingly based on the situation
  • Strong interpersonal skills and a keen ability to handle challenging situations with integrity and composure
  • Excellent leadership, interpersonal and teamwork skills
  • Strong project management skills - ability to plan, coordinate and execute against assigned task

Education on a Support Operations Resume

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

When listing skills on your support operations 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 operations skills:

  • Excellent leadership and proven people skills
  • Skilled people leader, with proven success building effective teams, motivating others and managing and measuring work
  • Excellent communication, report writing, presentation, workflow mapping and data analysis skills
  • Solid written and verbal communications skills, including report writing and technical documentation
  • Excellent Problem and Troubleshooting skills
  • Strong and creative problem solving skills, with an ability to create and successfully implement solutions

List of Typical Experience For a Support Operations Resume

1

Experience For Support Operations Analyst Resume

  • Excellent organisation/prioritisation skills, with the ability to multi-task
  • Strong customer service skills, with a strong focus on client service excellence
  • Strong report writing, workflow mapping and data analysis skills
  • Good analytics and troubleshooting skills
  • Excellent leadership, communication skills and organization required
  • Strong analytical skills, ability to work with large amounts of data and to build / maintain meaningful business reports
  • Prior experience in harnessing knowledge management to improve customer experience
2

Experience For Support Operations Manager Resume

  • Develop, manage and sustain training programs for business processes and technical troubleshooting skills for onboarding and sustaining support,
  • Demonstrated experience in leading key projects, including leading strategic customer support programs from inception to successful rollout
  • Advanced people management skills (Delegation, Influencing, leading change)
  • Develop skill programs and ensure excellent customer service excellence by call monitoring or customer feedback (solicited or unsolicited),
  • Active listening skills to ensure feedback drives new initiatives and identifies areas of improvement
  • Play a critical role in coordinating cross-functional efforts to create and implement an effective workflows and automation to improve customer experience
3

Experience For Customer Support Operations Manager Resume

  • Create and implement internal training program and skills assessments
  • Experienced customer service professional, focused on delivering a premium customer experience
  • Trong communication and troubleshooting remotely skills
  • Problem Solving and Project management skills expertise
  • Proven experience in managing cooperative services engagement across multiple partner business relationships
  • Strong knowledge of Excel and demonstrated ability to manipulate data for insight analysis
  • Related experience with inbound customer service programs in a call center management experience
  • Project/Program Management experience in innovative, high tech industry, with a proven ability to deliver on strategic and tactical business objectives
  • Work effectively in a fast-paced environment and geographically dispersed team
4

Experience For Senior Sales Support Operations Analyst Resume

  • Strong management experience in Call Center Operations
  • Strong customer service background and management experience
  • Play a critical role in coordinating cross-functional efforts to create and implement an effective knowledge-management strategy to improve customer experience
  • Prior experience with analytics and understanding of support metrics and KPI’s
  • Excellent problem solving and interpersonal communication is a strong requirement
  • Prior experience as a subject matter expert in Support Operations is desirable
  • Demonstrated team leadership experience with customer focus and service orientation
5

Experience For Director of Support & Operations Resume

  • Demonstrates strong program management capabilities
  • Service and operational skills necessary to achieve established and stretch business goals
  • Prioritizing challenges; identifying solutions; understanding business impact; and managing/delegating solutions implementation
  • Establishes strong and supportive relationships with sales, product management, engineering, software development, accounting and implementations team
  • Provide effective executive level status updates and metric reporting on a regular basis regarding strategic accounts and customer escalations
  • Experience in supporting and working with high volume electronic platforms such as EBS and Reuters
  • Experience managing an operations center, and comfort in a fast paced and demanding work environment
6

Experience For Manager, Support Operations Resume

  • Be able to work autonomously leading projects, working with leadership shows strong leadership
  • A Strong background in a customer service environment (banking role)
  • Experience in service sales support -related roles; business analyst, sales support, contract negotiations, pricing specialist, etc
  • Prior knowledge of loan products or trading operations
  • Good understanding of Active Directory and Clinical applications
  • Work on multiple applications simultaneously and prioritize work to meet adapting deadlines
  • Experience leading teams and familiarity with how to organize, structure and scale a successful organization
  • Experience in a healthcare setting
7

Experience For Manager, Technical Support Operations Resume

  • Experience in MARCOM or Content Strategy for major networking hardware or software vendor is ideal
  • At least 6 months of experience on scripting tools like PowerShell, VB is preferable
  • Good knowledge of Windows Operating System , Microsoft Office
  • Good background in networking concepts and technologies
  • Be a good listener and engage on ensuring focus areas drive areas of feedback
  • Experience managing contact center vendors in a B2C environment
8

Experience For Senior Analyst, Support Operations Resume

  • Related experience in a client-facing support organization
  • Experience in customer service role
  • Experience with inbound customer service programs ideally in a call center management capacity
  • A strong background within a technical support environment
  • Experience with Mac OS X, Windows 7 and up, and Linux
9

Experience For Cib-global Fixed Income Cash Middle Office Trade Support Operations Resume

  • Experience in a customer service role
  • Experience with Microsoft Exchange and/or Active Directory
  • Mentors service desk analysts in determining the most effective method of problem resolution
  • Work with application owners and business partners to manage priorities for maintenance activities, continuous improvement initiatives and issue resolution
  • Leads efforts to populate the knowledge base and promote a self-help environment that is effective and practical
  • Experience in customer service role, ideally, managing contact center vendors in a B2C environment
10

Experience For Senior Support Operations Analyst Resume

  • Handle and prioritize multiple tasks and work under pressure
  • A very good understanding of dimensions/hierarchies and master data management within financial systems including reporting systems
  • A very good understanding of SQL to write basic queries for analysis/troubleshooting and ad hoc reporting
  • Strong working knowledge of java script, ability to debug existing logic and create new
  • Strong working knowledge with Windows scripting language/DOS bat file commands
  • Experience working in a technical/operational capacity on Financial Systems
  • Document and execute various test scripts across various cloud based financial systems to validate product patches
  • Experience as a business analyst preferably with Salesforce.com
  • A strong desire for achieving excellence in customer satisfaction and support service delivery

List of Typical Skills For a Support Operations Resume

1

Skills For Support Operations Analyst Resume

  • Strong Microsoft office skills; especially in Excel, Word and PowerPoint
  • Facilitation skills in leading and planning meetings, reviews, and retrospectives
  • Proactively develop the skills, competencies and knowledge of O2C team members to ensure that members achieve their full potential
  • Partnering closely with the Executive Director to increase efficiency and organization, and ensure his time is aligned with his priorities
  • Experience with server room or infrastructure, including setting up new racks, racking and stacking equipment, and insight into power and cooling requirements
  • Experience and understanding in installing and configuring any software stack is required
  • Experience working with CRM and Billing systems
  • Experience in managing or coordinating work across geographies (24x7 model)
  • Experience in development and scaling of CRM, ACD, Workforce management and forecasting systems
2

Skills For Support Operations Manager Resume

  • Experience with scripting Languages (Power Shell, Python, Javascript, vbscript or similar)
  • Experience in programming (.NET or other Windows relevant technologies) are beneficial
  • Experience with Salesforce Reporting and/or CRM/database queries
  • Broad and deep operations experience with cloud and emerging technologies
  • Prioritize, be flexible, and respond to changing environments
  • Experience in scripting languages (PERL or python, etc.)
  • A good understanding of KCS methodology
3

Skills For Customer Support Operations Manager Resume

  • Hands-on experience in creating reports
  • Proven excellence in written and verbal communication required
  • Strong track record of execution and results
  • Coordinating logistics, drafting agendas, providing advance materials, and executing follow up for meetings
  • Compiling, drafting and/or editing correspondence to team members, the organization, and external constituents
  • Creating, printing and copying materials for meetings and events
4

Skills For Senior Sales Support Operations Analyst Resume

  • Managing customer support team tools, software and systems, including building business plans with clear ROI for new expenditure requests
  • Multitasking Pro: The ability to tackle several complex problems without missing a step
  • Teambuilding – both in own team and as being part of the senior mgmt. team
  • Promoting and enforcing the sales discipline in terms of
  • Improving workflows, and delivering operational efficiencies that decrease cost and increase advocate productivity
  • Understanding of electronic fulfilment systems
  • Continuing education in area of specialization; appropriate certifications based on area of specialization
  • Managing a large scale team of Customer Service Representatives with complex process management and business interactions
5

Skills For Director of Support & Operations Resume

  • Understanding procedures and processes for the relevant Businesses, as well as the internal BSC processes
  • Lifting of objects up to 25 lbs. (equivalent to one full banker’s box)
  • Lifting of objects up to 25 lbs. (equivalent to one full banker's box)
  • Understanding of Qlik Support Operation and Qlik Global Support platforms and systems
  • Evaluate overall performance by gathering, analyzing, and interpreting data & metrics to report key VAST KPI’s
  • Execute client/sub testing of messaging to ensure formatting and STP
  • Deliver Order to Cash processes by managing workflow, ensuring adequate holiday training & sickness cover
  • Provide coaching for the team members as part of their ongoing development and training
6

Skills For Manager, Support Operations Resume

  • Become part of a fast-growing, exciting start up changing the food delivery landscape
  • Familiarity with operationalizing and deploying key performance indicators and strategic initiatives for global support organizations
  • Advance knowledge of the methodologies for measuring, reporting and continuous improvement of departmental and organizational performance
  • Annual support operations planning, including monthly headcount, software and travel and other expenditures
  • We pride ourselves on our culture of acting with respect, integrity, performance & customer centricity
7

Skills For Manager, Technical Support Operations Resume

  • Though leadership and strategic thinking
  • Test new requirements, TRFs and System Corrections to ensure the code changes affecting the application(s) comply with the business requirements
  • Perform regression testing to ensure that the new technology codes do not impact day to day business operations processes
  • Enjoy sharing ideas and suggestions for new change initiatives which drive efficiency and decrease risk
  • Advanced reasoning, math, and language competencies
  • Develop and maintain sound working relationships with key stakeholders at all levels within the organisation, customers and external service providers
  • Provide input into the maintenance of the BSC’s telephony strategy including the technology platform
  • Dynamic, international working environment
8

Skills For Senior Analyst, Support Operations Resume

  • Provide leadership and direction for an integrated functional area team to ensure all training activities are fully resourced
  • Meets with corporate, division and facility-level leadership teams, as needed, relating to service desk and/or customer support issues
  • Participates in recruiting efforts, as needed
  • Oversee growing team of approximately 17-20 people
  • Problem reporting and documentation
  • Monthly forecasting of contact volume, optimization of resources to ensure budget management to plan
  • Manage the Broker Software Audit Process including accreditation queries/password resets from Brokers & BDM’s
  • Provides information to assist in providing feedback to internal and external business partners
  • Work closely with our Legal team and act as the voice of IP Operations to Product, Sales and Engineering as well as other Community Operations teams
9

Skills For Cib-global Fixed Income Cash Middle Office Trade Support Operations Resume

  • Open to work 24 7 environment
  • Experience coordinating technical people as part of project leadership, especially experience of coordinating between technical and non-technical internal teams and external partners to complete successful projects
  • Oversees and assists with all helpdesk requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development
  • Administers and maintains Routers, Switches, VOIP, Firewalls, UPS and Networking equipment
  • Provides daily/regular updates to his manager, and any dotted line reporting structure in the UK
  • Manages the expansion and growth goals of Medidata in the EMEA Region (Europe, Middle East, Africa) Leads and assists in the IT setup and buildup of new office locations
  • Administers and maintains systems that support desktop environment which includes, Anti-Virus, Imaging, Windows & Mac Driver updates, phone system and Helpdesk ticketing system
  • Builds strong customer and employee relations. Flexible problem solver capable of resolving complex technical problems and personnel issues in a timely and professional manner. Positive leader who can motivate teams to accomplish objectives and foster an environment of mentoring and trust
10

Skills For Senior Support Operations Analyst Resume

  • Works closely with assigned staff, consulting partners or other third parties to accomplish objectives. Supports and enforces company and IT department security policies and procedures
  • Responsible for the purchase, installation, and life-cycle management of all Laptops, PCs, printers and copiers. Work with vendors to establish service and maintenance agreements. Review quarterly reports to ensure devices are functioning, under maintenance contract and service levels are being met
  • Proven experience in computational skills and mathematics
  • Proven experience in transforming business requirements into working solutions
  • Computer networks skills are beneficial

List of Typical Responsibilities For a Support Operations Resume

1

Responsibilities For Support Operations Analyst Resume

  • Solid troubleshooting skills and passion for problem-solving and investigation
  • Strong interpersonal and communication skills, ability to multi-task, give attention to detail and work well under deadlines
  • Strong Organizational skills; heightened sense of urgency
  • Superior messaging skills, including tailoring communications to fit various audiences and developing concise, high-impact content
  • Demonstrated experience leveraging and deploying analytic tools & data-driven decision processes
  • Work effectively in a high growth, fast paced environment that can have characteristics of being unstructured at times
  • Exceptional interpersonal and leadership skills, including teamwork, facilitation and negotiation
2

Responsibilities For Support Operations Manager Resume

  • Experience from the IKEA Supply Chain with proven performance
  • Exceptional customer service skills and the ability to plan organize and exercise sound judgment
  • Desire and ability to rapidly learn new technology skills
  • Experience in semiconductor equipment industry, 7-8 years management experience
  • Business process operations experience and/or support center experience
3

Responsibilities For Customer Support Operations Manager Resume

  • Triaging, prioritising, and resolving issues from multiple internal teams, across chat and email
  • Excellent analytical, decision-making, project management, and financial modeling abilities
  • Experience with contact support center applications and systems, including IVR, ACD, Chat/Ticketing platforms and WFM
  • Demonstrated creativity and problem solving utilizing analytic tools
  • Experience working with Global Partner Support Models [VAR’s, ISV’s]
  • Understand and maintain data integrity in key areas of CRM, drive forecast accuracy including data updates and validations where applicable
4

Responsibilities For Senior Sales Support Operations Analyst Resume

  • Experience working in enterprise IT support
  • Experience with one or more of the following, SaaS Business Applications ( Zendesk, Salesforce, Tableau, Hubspot, ExactTarget)
  • A proven track record of solving problems
  • Synthesize data and present findings and recommendations cogently, with experience presenting to C-level executives
  • Liaise with Secure Environment personnel prior to release of a new technology to ensure support readiness
  • Ensure responses to high priority incidents, escalations and support of the major incident process
5

Responsibilities For Director of Support & Operations Resume

  • Commercial experience in a customer services or technical support environment in a technology-oriented company or team
  • Handle multiple priorities and work under pressure
  • Responsible for training employees to deliver excellent customer service
  • Five (5) years of call center management experience OR
  • Knowledge of WideOrbit and experience in TV or radio traffic is required
  • Be an excellent communicator and able to manage expectations
  • Experience in Sales Operation function in a global high technology company
6

Responsibilities For Manager, Support Operations Resume

  • Experience in Production or Operations support
  • MBA with 5+ year’s relevant experience in business or Life Science industry
  • Uccessful experience in Operations Management in a contact center environment
  • Customer Experience exposure
  • Good to have AWS knowledge
  • Good to have IELTS knowledge
  • Imilar experience
  • Legal or Intellectual Property experience
7

Responsibilities For Manager, Technical Support Operations Resume

  • Business process operations experience
  • Clinical or customer service experience
  • Previous operational management technical experience
  • Relevant management/supervisory experience
  • Possess an ability to work with multiple leadership styles, and be effective in ambiguous and unstructured situations
  • Strong proficiency with computers (Microsoft Office, Microsoft Excel, NetSuite, Siebel)
  • Able to multi-task, prioritize, and manage short-term long term projects
  • Proven ability to think strategically, manage change and drive results
8

Responsibilities For Senior Analyst, Support Operations Resume

  • At least 6 months of experience of MS Office products Word, Excel, Outlook
  • At least 6 months of experience with Active Directory and Clinical applications
  • Very good knowledge of English (written and spoken) is essential
  • Experience with Support Desk Software
  • Backup process knowledge and good practice
  • Experience with ServiceNow products
  • Supporting the wider Support Operations Team in owning, investigating, analysing, troubleshooting and resolving incidents elevated to the team
  • Owning, investigating, analysing, troubleshooting and resolving incidents raised by secure networks staff
9

Responsibilities For Cib-global Fixed Income Cash Middle Office Trade Support Operations Resume

  • Testing and resolution of complex product issues including troubleshooting and understanding 3rd party integration workflows
  • Handling all office mail and shipping for both incoming and outgoing mail and packages
  • Identifying and escalating issues to the front office trading assistants/traders/sales people, in-house legal counsel and management, when necessary
  • Managing metrics & accountability systems including advanced financial/budget planning – (prepare, present and execute business plans)
  • Operating proactively at all times.Since the role involves being in daily contact with customers in Belgium and in the Netherlands,
  • Working with the trading desk, clients, counsel and operations to settle distressed secondary trades
10

Responsibilities For Senior Support Operations Analyst Resume

  • Reviewing and understanding Credit Agreements and other relevant trade documentation
  • Managing a team of Support Operation Managers and continuing the development of operational frameworks to ensure continued success in their roles
  • Meeting or exceeding defined KPI thresholds
  • Assisting with developing action plans to identify and resolve issues in a timely manner
  • Recommending changes in procedures or best practices to supervisor to assist in meeting goals
  • Reducing cost by containing support activity within Global Services (Commercial Success)

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