CV / English / Technical Support Manager

Contact Information

• Address: 482 Westward Lane, Techville, TX 75001
• Email: [email protected]
• Phone: (555) 123-4567
• LinkedIn: linkedin.com/in/james-carter-tech

Summary

Seasoned Technical Support Manager with over 10 years of experience in leading diverse technical support teams, driving operational excellence, and implementing best practices in the technology sector. Proven track record of enhancing customer satisfaction, reducing turnaround times, and streamlining support processes. Adept at fostering team development and leveraging advanced technical solutions to solve complex issues.

Core Competencies

• Team Leadership and Development
• Technical Support and Troubleshooting
• Customer Relationship Management
• Process Improvement
• Project Management
• Strategic Planning & Execution
• Incident and Crisis Management

Technologies & Certifications

• Operating Systems: Windows, macOS, Linux
• Tools: JIRA, Salesforce, Zendesk
• Certifications: ITIL Foundation, CompTIA A+, Microsoft Certified: Dynamics 365 Fundamentals

Professional Experience

Technical Support Manager TechSolutions Inc., Techville, TX April 2017 – Present - Led a team of 20 technical support specialists in delivering 24/7 support for global clients, reducing average case resolution time by 35%. - Implemented a new CRM system that improved customer satisfaction scores by 25%. - Developed and enforced best practice protocols to streamline support processes.

Senior Technical Support Specialist Innovatech Ltd., Techville, TX June 2010 – March 2017 - Spearheaded the adoption of remote troubleshooting tools, increasing team efficiency by 40%. - Played a key role in the planning and execution of a company-wide hardware upgrade, ensuring minimal downtime.

Education & Training

Bachelor of Science in Information Technology Tech University, Techville, TX 2006 – 2010

Continuing Education: - CompTIA A+ Certification (2011) - ITIL Foundation (2013) - Microsoft Certified: Dynamics 365 Fundamentals (2015)

Referees

Maria Gonzalez Director of Customer Service TechSolutions Inc. [email protected]

Ethan Smith CTO Innovatech Ltd. [email protected]