CV / English / Tech Support Manager
Alex Hamilton
123 Tech Avenue, Silicon Valley, CA 95014 Email: [email protected] Phone: (555) 123-4567
A highly dedicated and skilled Tech Support Manager with over 8 years of experience in managing technical support teams, improving processes, and ensuring customer satisfaction. Expert in leading cross-functional teams, implementing best practices in tech support operations, and leveraging technology to streamline issue resolution. Proven track record in increasing efficiency, reducing downtimes, and enhancing overall service quality.
Core Competencies
- Team Leadership & Development
- Technical Support Operations
- Process Improvement
- Incident Management
- Customer Relationship Management
- Problem-solving Skills
- Strategic Planning & Execution
- Performance Analysis & Optimization
Technologies and Certifications
- Certifications: ITIL Foundation, CompTIA Network+, Microsoft Certified: Azure Fundamentals
- Technologies: Windows/Linux/Mac OS, CRM Software (Salesforce, Zendesk), Microsoft Office Suite, Networking Technologies, Cloud Computing (AWS, Azure)
Professional Experience
Senior Tech Support Manager Tech Solutions Inc., Silicon Valley, CA Jan 2018 – Present - Led a team of 30+ tech support specialists; supervised training, development, and performance evaluation. - Oversaw the migration of the tech support ticketing system to a new CRM platform, improving incident resolution time by 20%. - Developed and implemented a customer feedback system, resulting in a 15% increase in customer satisfaction rates.
Tech Support Team Lead Innovative Tech Co., San Francisco, CA May 2014 – Dec 2017 - Managed and mentored a team of 20 tech support engineers providing 24/7 support. - Streamlined support processes, reducing resolution time by 25%. - Increased team efficiency through the implementation of ongoing technical training and development programs.
Education and Training
Bachelor of Science in Computer Science University of California, Berkeley, CA Graduated: May 2013
Certifications: - ITIL Foundation - CompTIA Network+ - Microsoft Certified: Azure Fundamentals
Referees
Available upon request.