Technical Support Team Leader Resume Sample
Bernita Brakus
7192 Barrett Route,
New York,
NY
+1 (555) 740 6613
Work Experience
Technical Support Team Leader
02/2016
-
PRESENT
Chicago, IL
- Previous people management experience would be desirable but not essential
- Strong Technical Knowledge of ADD’s Product Design process
- Achieve and exceed the internal Dell operational and ‘as sold’ financial targets for the portfolio of contracts
- Work closely and effectively with internal Dell Delivery Units (in region, offshore etc.) and the Dell Account teams to
- Manage the day to day running of the region to ensure all incoming cases are answered within the prescribed SLA’s
- Excellent written and oral communication, with excellent interpersonal skills
- Sound client service skills with a proactive approach, and take ownership of issues as they arise
- Fast learner, flexible and proven ability to work in a demanding environment with strong multi-tasking skills
Credit & Technical Support Team Leader
06/2012
-
08/2015
Chicago, IL
- Strong problem solving and analytical skills with high attention to detail, and excellent time management
- Good understanding of market data or experience in a similar field, working with larger quantities of data
- Demonstrable working knowledge of all Windows operating systems and PC hardware, as well as a broad understanding of IP communications and technologies
- Fluency in a second business language is desirable
- Experience leading teams in direct contact with customers or clients
- Work autonomously with a high level of responsibility
- Love and understanding of technology, whether it be hardware, software, or other emerging technologies
Education
University of Phoenix - Vancouver Learning Center
2007 - 2011
School's Degree in Management
Professional Skills
- Excellent communication skills, including telephone, virtual methods, written, and verbal skills in English and French language
- Demonstrate effective verbal and communication skills
- Developing and managing on-going training plans and reviewing and updating skills matrices
- Analysing and resolving complex software product issues, using analytical and technical skills
- Amazing written and verbal communication skills
- Experience at Team Leader level support services and a strong dream / capability to move into management
- Picking up reoccurring issues and working with other teams to help minimise these issues happening again using your knowledge and experience
How to write Technical Support Team Leader Resume
Technical Support Team Leader role is responsible for training, software, design, manufacturing, english, french, analytical, contracts, scheduling, liaison.
To write great resume for technical support team leader job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Technical Support Team Leader Resume
The section contact information is important in your technical support team leader 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 Technical Support Team Leader Resume
The section work experience is an essential part of your technical support team leader 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 technical support team leader responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular technical support team leader position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Technical Support Team Leader resume experience can include:
- Previous experience working in the pharmaceutical product market
- Familiarity with metadata standards and experience working with MARC or Dublin Core
- Team leader experience
- Experience in a Leadership role
- Efficiently plan and prioritise large team or multi team workload to meet deadlines
- Level-headed and good under pressure
Education on a Technical Support Team Leader Resume
Make sure to make education a priority on your technical support team leader resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your technical support team leader 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 Technical Support Team Leader Resume
When listing skills on your technical support team leader 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 technical support team leader skills:
- Effectively developing the team’s performance, conducting regular performance reviews and appraisals, and helping in recruitment
- Effectively managing the team’s performance, conducting regular performance reviews and appraisals, and helping in recruitment
- Experience of working with Deploying Operating system and/or imaging PC via Windows Deployment Server (WDS) and Microsoft Deployment Tools (MDT)
- Prioritize and schedule work, hiring, onboarding, training, development and manage performance
- Experience of working with System Center Configuration Manager (SCCM)- deploying patches and updates
- Experience supervising a team of 4+ engineers
List of Typical Skills For a Technical Support Team Leader Resume
1
Skills For Credit & Technical Support Team Leader Resume
- Mac OS experience and troubleshooting
- Experience of working with VMware virtual environment
- Experience with HTML, CSS and XML
- Experienced in high end industrial product
- Planning, managing and supporting the team to provide high quality and relevant support services to our customers in France
- Interpreting, debugging and isolating issues
- Planning, managing and supporting the team to provide high quality and relevant support services to our customers
- Networking protocols (TCP/IP), networking infrastructure, DHCP, DNS, PXEboot
- Maintaining and supporting the team’s quality and improvement initiatives
2
Skills For Evening Technical Support Team Leader Resume
- Managing the rota ensuring the correct coverage is in place
- Supervising the call queue ensuring tickets are assigned correctly, are managed by the team and SLA’s are met
- Partnering closely with our French in operations in Paris
- Deputising for the SDM in his absence
- Ensuring daily checks and tasks are completed in a timely manner
3
Skills For Technical Support Team Leader Resume
- Working with the Infrastructure department on joint issues, problems and projects
- Taking direct ownership of software related issues through our case management system and webchat
- Making initial contact with the customer who logged the issue to understand, gather information and try to recreate the issue
- Handling a range of technical cases at any one time at all different complexities
- Long periods of time spent sitting or standing while working with computer
- Much of the work shift is spent viewing a computer monitor and using a keyboard while entering problem description detail into a case management system
- Analyze and improve work processes suggesting timely changes to management and subscribing to continuous process improvement methodologies
4
Skills For Credit & Technical Support Team Leader Resume
- Supervises / manages employees who install, maintain and repair industrial processing and manufacturing equipment
- Microsoft Windows Operating Systems and servers (Windows 7/10 and Windows Server 2012), MS Office 2016 and MS Office 365
- Flexibility with work hours including some weekends, holidays, and nights
- Help deliver a seamless new starter process from account creation to welcoming new staff
- Deliver/monitor the requested KPI’s for the business stream
5
Skills For Evening Technical Support Team Leader Resume
- Have a keen interest in technology
- Someone who possesses infinite patience and devotion to those he/she assists
- The ability to work through stressful situations with co-workers or customers
- Monitor team performance against KPIs and achieve objectives
- Develop relationships with local distributors to support clients in the region as applicable
- Work closely with other teams to develop new procedures, products, or improve processes
- Support the team to escalate queries, bugs, and feature requests as appropriate to ensure issues receive appropriate attention from the business
6
Skills For Technical Support Team Leader Resume
- Coordinate service audits with products or service and engages with customers directly to identify problems and solutions
- Be comfortable with consistent change - agility is key!
- Be a great writer with a keen eye for the nuances of the English language
- Possess infinite patience and a desire to turn angry customers into happy ones
- Would rather swim in solutions than problems
- Responsible for the Project Management of Divisional Strategic Projects such as CASE programme and Site Projects as assigned
7
Skills For Credit & Technical Support Team Leader Resume
- Identify and communicate any project related issues to Site Project Manager and Site Management Team and develop contingencies as applicable
- To assist the SDM in the design and implementation of new processes and procedures
- To provide second-third level technical support to telephone and email requests from users for all PC hardware, software and associated peripherals
- To assist in the compilation of the Support team’s technical documentation, guidelines and procedures and ensure they are disseminated to users
- Monitors daily operations of a unit (work team) and actively assists or provides direction to team members as required utilizing established policies and procedures
- An active liaison between management and the swing shift crew
8
Skills For Evening Technical Support Team Leader Resume
- Data driven decision-making
- Determines and requests resources as needed
- Coordinates the efforts and work of hourly technical employees on a day-to-day basis to meet established goals/targets following established standards, procedures, and policies
- Prioritizes and assigns day-to-day work and handles employee issues
- Act as a lead technical point of contact within the Technical Support Team
- Provide team oversight when needed (backup to manager)
- Handle escalations as needed
- Act as an escalation point for Level I & Level II Technical Support team
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