CV / English / Technical Support Lead
Alex Carter
- Email: [email protected]
- Phone: +1 234 567 8900
- Location: Vancouver, BC, Canada
Dynamic and results-driven Technical Support Lead with over 8 years of experience in leading high-performing tech support teams, managing complex IT systems, and providing outstanding customer service. Expert in driving technical solutions, optimizing processes, and harnessing technology to improve operational efficiencies. Proven ability to mentor teams, manage key stakeholder relationships, and deliver projects on time and within budget.
- Team Leadership & Development
- Technical Troubleshooting & Support
- Customer Service Excellence
- Process Optimization
- Project Management
- Stakeholder Relationship Management
- Technologies: Windows & Linux Systems, Cloud Computing (AWS, Azure), Virtualization (VMware), Help Desk Support Systems (Zendesk, ServiceNow)
- Certifications: CompTIA A+, Network+, Microsoft Certified: Azure Administrator Associate, ITIL Foundation
Senior Technical Support Engineer
Tech Innovations Inc., Vancouver, BC May 2017 - Present - Led a team of 10+ technical support engineers in delivering 24/7 support for global customers. - Improved ticket resolution time by 30% through the implementation of a tiered support system. - Spearheaded the migration of on-premises systems to a cloud-based infrastructure, resulting in a 20% reduction in operational costs. - Conducted regular training sessions to keep the team updated on the latest technologies and best practices.
Technical Support Specialist
Global Tech Solutions, Toronto, ON December 2014 - April 2017 - Delivered technical support for software and hardware issues to customers worldwide. - Played a key role in the development of an internal knowledge base to improve support efficiency. - Assisted in the creation of customer service protocols that reduced average call handling time by 15%.
Bachelor of Science in Information Technology
University of British Columbia, Vancouver, BC September 2010 - May 2014
Ongoing Professional Development
- Participated in workshops on cloud technologies, cybersecurity measures, and project management methodologies.
Jordan Lee - Director, Technical Services at Tech Innovations Inc. Email: [email protected] Phone: +1 321 654 9870
Samantha Knox - Manager, Customer Support at Global Tech Solutions Email: [email protected] Phone: +1 456 789 0123