How much does a Technical Support Manager make in the United States? Vision can be the difference between a manager who's a mentor and a manager who's effectively a project manager -- and not a people manager. For more information, check out our privacy policy. Performed performance reviews, hiring personnel and cost management. Managed Customer Service and Technical Services; oversaw the operations from technical support standpoint and customer satisfaction. Implemented VOIP (Asterisk) at new locations using Polycom equipment. Created a returning customer base of direct sale customers leading to a 64% greater profit margin. Resolved customer complaints and long-term dissatisfaction, improving customer relationships and gaining acceptance of 100% increase in maintenance fees. Coordinated maintenance with numerous internal departments and external customers to minimize circuit downtime and disruptions to the business. Created and use a Linux server to copy DCP content through command line coding. This is especially important for customer support managers, because let's face it -- customer support can be a grind. Coached senior personnel into supervisory and mentoring positions. Proposed, directed & evaluated process improvement projects which affected quality, cost, and performance. Emotional intelligence is often confused with empathy, but it’s a very different skill that support managers must possess. Implemented an internal knowledge base for support staff and updated tier 2 training documents. Trained Hospital BioMed staff in proper maintenance and calibration of the unit, created and maintained FDA compliant documentation and procedures. Provided technical assistance and marketing support to Sales Account Executives. Formulated emergency call-out procedures, worked with engineering group on network integration and mentor on-site personnel. Designed and manufactured systems in accordance with FDA regulations. Implemented and developed processes and documentation for equipment final acceptance criteria to ensure conformance to customer's requirement. Optimized the product development process by conducting market and competitor research to pinpoint new opportunities. Managed computer building and maintenance, Acclaim network, e-mail support, Internet support, and desk side technical support. Collaborated with Product Development and Product Management, providing customer advocacy regarding software defects and needed enhancements. Fostered process improvement that resulted in an enhanced customer experience and ensured customer retention. Negotiated with and leveraged vendors to provide volume discounts, resulting in a 10% cost reduction for new store setups. Nobody likes a micromanager -- especially if that person is their manager at work. Organized personnel into product specialists with primary and secondary responsibility covering both software and hardware. Spearheaded technical support function development for a software product, including troubleshooting methodologies, internal training, and call-handling performance metrics. Rolled out Server 2008 with active directory services for employees within. Directed the implementation and installation for several major replacements and upgrades of computer hardware and operating system resources. Provided best-in-class customer service and advanced product support to AT&T data customers. Customer Service Manager Skills 1. Created customer recommendations for individualized disaster/recovery plans. Managed Opportunity processes Managed all SalesForce contracts, licenses and users. Involved in new machine kick off and improvement meetings, and design reviews. For example, 17.1% of Technical Support Manager resumes contained Customer Service as a skill. Empowered help desk technicians to create a knowledge base for effective team collaboration. Technical support specialists must have the right mix of technical and people skills. Managed the activities of the Tech support staff, troubleshooting & repair of PCs. Implemented project management skills to create and lead teams responsible for nationwide field rework projects of products for safety reasons. Earned promotions through increased responsibility for systems, network and support obligations. Below we've compiled a list of the most important skills for a Technical Support Manager. Introduced effective team development, process improvement, and standard operating procedures to enhance delivery of services. Premium plans, Connect your favorite apps to HubSpot. Developed systems to generate increased sales through service while enhancing customer service. Assigned to special projects for reconfiguration and/or hardware/software upgrades on existing systems Installation Supervisor Reviewed and modified installation packages. Participated in cross-functional Process Improvement Teams for improved operational efficiency. Expanded knowledge of Windows server/desktop OS, VAX/VMS clusters, LAN networks, PABX and ACD; call-center operations. Improved operational efficiency of the program by devising new, intuitive, and cost-effective solutions. Installed and configured Microsoft SharePoint server and application development for Proof-of Concept project. Maintained, repaired, and provided Help Desk support for all PC, UNIX, and Mainframe equipment and applications. Assisted users with administration of windows, application installation, and printer configuration. Spearheaded implementation of a new database which significantly improved order processing. Implemented several process improvements increasing customer satisfaction by 18%. As a people manager, you're in charge of overseeing other people's careers. Ensured customer satisfaction and quality of support through continuous process improvement. Refreshed data center infrastructure, managed procurement life cycle and ensured asset maintenance. Performed installation of SQL based software and training of new customers. Created Active Directory accounts (Outlook Web Access, VPN). You should hear the other person’s point of view and … Managed three direct and four indirect reports. Assisted with AV setup production and strike for corporate events, including camera and microphone operation. Provided phone support for network engineers/installers within client hotels to ensure hardware/software system compatibility, maintenance, and updates. Instructed customers in basic setup and maintenance of their computer systems. Managed the Claims/Customer Service Department, concentrating on excellent customer service and reduction of backlog. Provided support and leadership to associates and supervisors. Assisted with various Sales promotions and assisted with sales initiatives to increase residential customer base. Facilitated teamwork for troubleshoot persistent failures, fixed them and rising customer satisfaction level. Project Management. Performed configuration and installation (desktop and laptop setup and software installation). Analyzed trends associated with assigned customer and report these to Product Support management. These are the core responsibilities of the support manager position. Service Strategies Certified Support Manager. Patience goes hand-in-hand with effective communication: If you sound or read as impatient, the person you're communicating with won't hear what you're trying to say -- they'll only hear the frustration in your voice, and they'll get frustrated too. Coordinated system setup required for upcoming installations by customers. Created a web-based sales and order tracking system using HTML, JavaScript, Perl, MySQL, and Red Hat Linux. Initiated and implemented corrective actions to eliminate software and hardware issues for cost reduction and performance improvement. Purchased, implemented and maintained new Customer Relationship Management (CRM) system, including Web interface, for Customer Support. Provided primary and escalation level technical assistance to end users, clinicians, sales representatives, and in-house staff. Worked with the Food and Drug Administration (FDA) to complete drug listing forms for FDA approved compounds. Created mechanisms for logging and tracking technical escalations and Customer complaints. Managed customer escalations to ensure customer satisfaction. Coordinated business continuity and disaster recovery processes for Northeast Operations group including plan design, maintenance and testing. 0333 320 2883. Designed internal and external database layouts with an eye for intuitive data input navigation and easy report functionality. You’ll need to analyze how the employee is feeling at that moment and respond to them appropriately. Slashed parts costs by negotiating with parts vendors on pricing and return policies. Managed customer escalations and ensured proper handling of customer situations. Installed hardware and software, OS/400 and Windows, for customer base on the AS/400. However, shorten our project management skills list to just seven basic areas – planning and scheduling, time management, risk management, cost management, quality management, contract management, stakeholder management. Served on new-product development teams, identifying and recommending features and functions from the end-user perspective. Defined performance objectives and administered performance reviews for engineering staff. Created and managed potential risks and rewards reporting to Product Support Management by analyzing customer base trends. Established technical training procedures, automated support tracking system, and staffing guidelines in an effort to handle calls more efficiently. Determined performance specifications for all test equipment used in facility and implemented calibration, maintenance and operational test procedures. Specialized in new deployment and conversion issues for both Unix and Windows Client /server based clientele. Monitored mid-level managers' technical and procedural performance and recommend strategies for improvement related to existing issues. Supported and setup (provisioning) T1 frame relays for businesses and buildings. Managed the activities of software support team and oversaw overall team performance. Developed and implemented a Vendor Evaluation Process focusing on SLA achievement and continuous improvement. Optimized & Proofread machine-processed German customer support and Created new templates. Managed product support for company s network management product and created technical support department. Created escalation processes resulting in improved service level agreements. Led product enhancement sessions for all enterprise applications on Linux, UNIX, DOS, NT and embedded controller environments. Co-completed revamping of bonus program for technical support representatives in order to increase productivity. Worked with QA team to create a customer survey and establish IT requirements for automatic response. Hobbies include camping, kayaking, and competition barbeque. Free and premium plans, Customer service software. Lowered average call time by implementing ongoing technical training. Provided technical training and consulting services to hospital executives. Provided oversight and supervision of 12 technical support analysts' activities and operational objectives. The average salary for a Technical Support Manager with Microsoft Word skills is $72,274. Plans, monitors, appraises, and reviews job contributions of others. Assumed additional accountability in 2010 for managing a team of inside technical support engineers. Completed multiple infrastructure projects to integrate operations, including ERP, CRM and professional services applications. But by practicing empathy and being mindful of how your decisions impact others by putting yourself in their shoes, you'll be able to provide insight into your decisions to help people understand the outcome. Second, customer support managers need to be able to communicate effectively with customers when issues are escalated to them. 0333 320 2883. Assisted in the implementation of Enterprise-wide CRM solution and designed department policies around its use. Developed plans and procedures to support emergency and contingency operations in support of state or national requirements. Established and coordinated rapid response procedures for severe business interruption situations resulting in best in class customer service rating. The same can … Led the support team, driving customer success though effective problem resolution and strong customer relationship management. This skill comes in handy when working with both employees and customers. Trained Technical Support staff Provided technical support to clients Functioned as programming department liaison Implemented internal Beta testing. Created software FAQ and online knowledge base, significantly reducing support for the most common technical support questions. Technical skills are talents, abilities and knowledge related to information technology.This includes skills related to the use, administration, development, design and architecture of technology. Demonstrated experience working in a VMWare/VDI Environment Piloted customized team to ensure client intimacy and knowledge while fostering unparalleled Tier II and Tier III collaboration. Managed a team of 4-6 technical support specialists providing over-the-phone service to dial-up internet service provider customers. Recruited to align technology support and project management for production release issues. How to Build This Skill:Customer support managers should constantly practice their written and in-personal communication skills by: Ask any teacher or coach: Patience is a crucial part of being successful. We're committed to your privacy. A big part of being a manager? Managed customer escalations on service delivery and service assurance issues for customers billing $2M-$5M/month. Managed Help Desk and support staff responsible for all technical support requests for Microsoft and Macintosh devices. Interfaced directly with both self-hosted and hosted clients regarding troubleshooting remote performance issues. Provided Enterprise ASP software support for System Administrators of colleges and universities. Increased regional training centers utilization cycle time and on-site customer programs 28% by implementing inter-departmental, cross-training programs. Managed a multi-state Unix based network of systems which provided surveillance of telecommunications alarms from all BellSouth switching systems. Managed daily operations for two technical support teams, with a total of 14 direct reports. Managed and worked as a committed team player for the National Funeral Directors Association (NFDA) Convention for 17 years. This requires true dedication to your company and genuine investment in your team's personal success. Architected and deployed the WaMu Intranet Portal running MS Sharepoint 2003 deprecating the legacy Weblogic/Sun CMS system. Evaluated business needs, developed and executed IT-related policies, disaster recovery procedures, and security programs and protocols. Directed daily operations for 45 Tier 1 Technical Support staff members, focusing heavily on performance management and growth. The most successful example resumes emphasize assets such as analytical thinking, leadership, the ability to solve problems, communication skills and computer proficiency. Provided technical support to external customers on AT&T's website hosting and electronic transaction service. Skills : Management Leadership Hardware support hardware, Basic Networking Answering multi-telephone lines. Reported process improvement and procedural adherence findings to claim leadership. Interfaced with the client's executive team to define project requirements and translate business objectives into tactical plans. engineers. Performed performance reviews of support staff. When customers escalate issues to the support manager, they expect an effective and efficient response. Managed processes for assuring good communications between the TAC (Technical Assistance Center) and the field. Implemented TCP/IP, DHCP DNS and other related services. This is part of why it's so important to build communication skills as a manager -- so you can deliver a message that keeps people inspired Monday through Friday, forty or more hours per week. Another critical skill for QA managers is the ability to analyze the … Optimized and troubleshot employee hardware and implemented organization's conversion to cloud-based email. Interpersonal Skills. Additionally, they will hire and train additional support member in a business's tech department. Managed the Technical Support Department and reduced customer complaints by 65%. resulting in process improvement opportunities at SAMC. Improved planning processes and instituted post-performance reviews. Or, if you're noticing that your team is struggling to meet customer demand, you'll need to connect with other support managers or executives to strategize a solution. The following are common examples of technical skills. Evaluated and recommended a new automated ACD/IVR/CRM system for the entire organization. Handled Active directory requests and updated as needed. Ensured service level agreements were met by managing technical support related operations. Provided software and hardware troubleshooting for more than 100 individuals with Windows and Mac Operating Systems. Helped in the setup and maintenance of various computer systems and sub-systems. Developed Service Level Agreements (SLA's) that included monetary penalties for non-performance. Managed 12 technical support staff members that consisted of Tier 1 and Tier 2 level capacities supporting My Vision Express. Provided project management for special tasks as needed for the EPA. Communication. Developed and measured performance against KPIs. Established and implemented Service Level Agreements. Pioneered monitored key performance indicators for the first time in the division's history. Evaluated user requests and requirements for hardware and software, analyzed and determined specific solutions. Assisted in maintenance and administration of Windows, Linux, networks and VOIP. Standardized all technical support professional training through the Service Strategies Company for cohesiveness. Trained, consulted, and provided nationwide phone support for 100+ external customers. Established department procedures for resolution of software, hardware and audiological issues. Performed QA software testing prior to all new development and bug fix releases. Organized and built a high functioning support organization through incentive base rewards for delivery excellence. Communication skills are essential for any manager to build, no matter what organizational function... 2. Hired and trained staff, conducted performance reviews and prepared productivity reports. Worked extensively with all Microsoft Office Applications including Project and SharePoint. Authored and managed training guide updates for department best practices stored on the department's SharePoint portal. Established standard operating procedures for Phone Setup/Deletion, Active Directory, Hardware Supported User Setup/Termination and PC Setup. Consulted with SBU IT Management and identified opportunities that utilized new technologies and enhanced the competitive position of their business. Screened job candidates, issued performance reviews, and conducted a staff layoff with the owner in 2004. Implemented a desktop management system to provide desktop configuration, troubleshooting, and asset management. By shifting your focus onto the other person, you’ll get more information from them and have a better understanding of their needs and goals. Worked with clients to help develop service level agreements that would meet client's goals and deliver customer satisfaction. Evaluated hardware and software vendors using Fort Bend Information Technology service level history records and published product and service evaluation information. You may unsubscribe from these communications at any time. Performed NOC level technical support and troubleshooting of high-speed internet connections for individuals and businesses. 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Has full authority for personnel actions. Managed IT and Technical Support groups and lead corporate NT to Active Directory migration. Often times, you'll find that, even when discussing their opponents, their phrasing and tone are still diplomatic because they focus on delivering the right instead of their emotions. This article will teach you about technical skills for effective management. Mentored trainers on problem isolation, customer relations, decision-making and career development. Developed and wrote training protocols outlining systems technical configuration, utilization, maintenance and troubleshooting. Supported clients by resolving TCP/IP, IPX/SPX, NetBEUI, Token Ring, PPP and AppleTalk protocol LAN connectivity issues. Provided technical assistance and troubleshoot technical issues for customers on OpenSource Created operational procedure and documentation for Data Pools in Canada and The Netherlands. Interacted with product development and deployment teams to provide feedback on premise, web and mobile based products. Recognized for coordinating the physical layout of Engineering Department and equipment for Windows NT and Pro Engineer. Developed Complaint Handling/Quality Management SOP & processes for FDA certified Medical Device software. Managed Technical Support Department/Laboratory, Service Laboratory and Quality Control Department/Laboratory. Played a leadership role in strategies for implementing support of Windows 95, Office 95, electronic services and outsourcing. Established continual process improvement initiatives on quarterly basis, resulting in lower Tier 2 escalations and higher closed-calls percentages. Critical Thinking Skills. Performed project management, payroll, scheduling, ordering, and billing duties using QuickBooks. Developed highly profitable Service Level Agreement(SLA) programs, which provide block hour contracts for Remote and On-Site Support. Established service level agreements and implemented CRM system to track service levels. Patience. Developed and administered the company's external and internal field technical training curriculum. Delivered professional support skills training to hundreds of employees ensuring enterprise level customer service. Developed and maintained disaster recovery plans and contingency procedures for information systems and data security. Facilitated relationships with Field Operations to improve Care Center operating procedures and progress communications between divisions. Participated in cross-functional team to evaluate emerging ITSM/ITIL based systems. Developed training material for proprietary SQL integrations and overall knowledge of the backend of the product. Instituted previously non-existent project management guidelines within organization to improve ability to meet time lines and objectives. Supervised and provided overall direction to all Maintenance/Utilities personnel, Engineering/Planning personnel. Provided documents and procedures to the FDA and internal auditors within requested timelines. Directed investigation of customer complaints regarding quality, tolerances, specifications and delivered world class customer support. Developed rules of engagement and created processes and KPIs to increase efficiency. technologies, primarily Apache HTTP and Apache Tomcat. Patience. Assisted with planning, coordinating, and setup of all special events to include off-site orientation and graduation. Office Skills. Performed annual performance reviews along with administering corrective action and terminations as required. Managed a team of 11 support engineers in Technical Assistance Center. Administered Windows Server 2008, Active Directory, DHCP, DNS, email servers and printers. Managed installation of new digital phones (Cisco VoIP) for the department. Evaluated existing categories within Service Center and implemented a total overhaul to more closely align with Discover best practices. Interacted with FDA, ISO and Internal auditors on a frequent basis during audits and aided with all FDA 483 responses. First, customer support managers need to teach and coach their customer support reps to be able to handle tough customer calls and busy workloads. Managed all service and customer escalations on a national level. Conducted performance reviews in accordance with corporate guidelines. Provided phone assistance, training, and support for diverse customer base. Implemented service level agreements for better communication across functions and improved audit ratings. Participated in the development of SLA's and provided ongoing management of service level compliance. You can always provide constructive feedback if their work isn't up to par, but you need to delegate and let go a little so employees can make those mistakes -- and learn from them -- instead of you simply telling them what to do and how to do it every day. Coordinated customer support efforts between the Sales, Billing and Technical Support departments to ensure problem resolution and customer satisfaction. Managed migration of Customer Contact Center application from OS/2 to Windows Server platform; eliminating 26 file servers. Developed support delivery standards and operational procedures to ensure high level service delivery and client service satisfaction rates. Managed the merger of RDBMS, UNIX, and WGT teams to establish the DataServer West organization. You can't oversee a team of IT professionals if you're lost when it comes to navigating your company's programming systems. Managed 12 direct reports on the customer/technical support team. Led a global software support organization consisting of 32 local and remote technical support Skills like direction-setting, change management, and conflict management require that customer support managers be strategically minded, closely aligned to business goals, tough but fair, and able to rally a team around a shared goal. Provided desk top support for business groups and set up Netware and TCP/IP printing environments. Assisted in the design/setup of trade shows, as well as print ad campaigns. Administered network, including server setup, cabling and drivers. Reorganized team structure and targeted performance management action, steering project to safe holding position while marketing strategy was re-evaluated. Composed all documents and monitored information on company SharePoint site. Negotiated free months of services, refund or visit from service managers in effort to retain customer base. Worked on project management for projects and roll-outs. Attention to Details. Handled 100 s of trouble tickets daily for external customers in the East coast Region from Maine to Virginia. Generated reports using SQL, Crystal Reports, .net, and .ASP. Helped integrate ITIL concepts to day-to-day operations. Utilized the following operating systems: Windows 2000 Server, Windows 2003 Server, Windows XP Professional. Ability to Learn New Software and Hardware Active Listening Adaptability Analysis of Technical Issues Application Support Assessing Customer Support Needs Attention to Detail Case Notes Data Migration Data Settings Detail Oriented Diagnosing Hardware … Vision is a critical aspect of leadership. Provided an impartial, forthright management style that dramatically reduced employee turnover. Listened to internal and external customers and communicated complex and intricate information clearly and concisely. Reconciled changes to original proposal with customer and subcontractor prior to final invoicing. Completed the Incident, Problem and Change portions of the ITIL (version 2) training. Collaborated cross functionally to analyze and develop Customer Service elements of asset protection methods and procedures. Performed baseline evaluations, gathered data requirements and devised strategies to global customer base. Managed team of technicians in support of PCs, printers and projects. Hired as Programmer; promoted to Technical Support Manager in recognition of leadership capabilities. True first level manager. Reduced expenses relating to service calls by slashing the number of occurrences of return service trips. Installed, configured and supported printers, scanners, fax machines, wired and wireless networks. Highlighted top events and KPIs of the month with insights into the root cause of red events. Developed innovative and effective solutions to addressing the APCS systemization work that has ensured the successful startup of the facility. Established operational objectives and work plans, and delegated assignments to subordinate managers. Provided technical leadership for problem resolution and customer support. Managed a team of account managers and customer service representatives to ensure high quality service delivery. Reviewed, developed, and implemented processes and procedures to ensure continuous improvement of services offered. Free and premium plans, Content management system software. Executed all phases of technical support; including problem identification, prioritization, escalation, resolution, documentation and customer feedback. Provided daily technical assistance via phone, email and desk-side. Managed with full responsibility all day to day operations of call center supporting internal and external customers. The Technical Support Manager is part of Amplion’s broader Customer Experience Team. Interacted with Lucent Regional Technical Assistance Center (RTAC) for trouble analysis and resolution. Worked cross-functionally to drive new product development, resolving escalated issues and streamlining service process. Interviewed, hired and trained new employees to support a product on all versions of Windows. Served as acting customer service manager overseeing a team of eight customer service representatives and one technical support representative. Gathered requirements, designed and developed a database-driven application to manage all TPS computer and aircraft resources. Managed all IT support groups to ensure quality service delivery to external customers and support of internal users. Supported all technology systems - PCs, applications, databases, network infrastructure, and telephony dialers. Managed implementation of VMware and Citrix environments to support server consolidation and provide support for EPIC Hyperspace thick-client. Managed project to upgrade MS Outlook from 98 to 2000, and then to Active Directory environment including communications to customers. Lastly, you'll have to report these issues and other metrics to management teams both within the customer service department and outside of it. Developed and coordinated a nationwide trial program for selling UNIX Processors. Developed and successfully presented cost analyses, and implemented numerous updates and resource consolidation to increase productivity and generate significant savings. Managed the Microsoft Business Productivity Online Services pilot and developed the strategy for a VMware virtual desktop infrastructure. Assisted in technical development and testing of new equipment and services before equipment used by customer base - Beta Testing. The majority of technical skills require experience and sometimes extensive training to master. Supervised day-to-day operations of 20+ member Software Support Analyst team. Used Active directory to create new user accounts, home directories, run log on scripts and group memberships. Identified direct reports for stretch/growth assignments and coached for career development opportunities. Managed a 24/7 group responsible for weekend system implementations and problem resolution to any/all system related problems. Acted as technology escalation and business unit liaison for outsourced desktop support. Administrated Windows 2003 servers, Microsoft Office 2003, Windows XP desktops, and Anti-Virus Protection software. Established department objective and goals for retain more customers and increase revenue generation for organization. Implemented electrical and mechanical cost saving manufacturing processes leading to better capacity and reliability. Provided our internal customers with an average 90% Service Level Agreement (SLA) met rate. Performed standard safety database maintenance administration activities and ensure proper documentation of these activities for maintenance of a validated computer system. Managed SLA's and SOP's for both internal desk's and external customers. Created KPI's and managed toward them as part of the overall Service Operations of ITIL. Reduced customer complaints 90% and cost of quality $250K first year by developing site QA program. Unified and inspired a small team of workers to become a well-oiled machine. Managed 24-Hour operation of Global Call Center for Internal and External Customers. Managed all hiring and termination activities of the customer service and Technical Support representatives. While empathy refers to your ability to relate to misfortune, emotional intelligence is your ability to interpret and respond to other people’s emotions. Managed technical services and support for embedded real-time operating systems (RTOS) on UNIX open source. Evaluated support-related tools such as external & internal troubleshooting tools and CRM package. Analyzed technical trends with Blackboard solutions and provides appropriate feedback to Engineering Services and Product Support management. Produced and maintained departmental procedures using ISO9000 standards. Managed shared service entry point for technology project management. Developed and evaluated value propositions; created positioning statements relative to new product development. Trained in Networking, Unix, and EMC/Data Domain backup & recovery products. Developed and documented new system administrative procedures requirements, resulting from systems changes (CRM, ERP). Provided direction and oversight of library firmware troubleshooting, debugging, correction and resolution verification for customer reported problems. Managed the development of team members; including setting objectives, coaching, training and delivering performance reviews. Maintained accuracy and integrity of FOMS database components and technical rules controlling data. Managed 36 direct reports, including contract staff. Managed CRM and online purchasing system projects, and completed both projects on time and under budget. Conducted Annual Reviews of staff members. They might make mistakes, or they might surprise you, but make sure to check in after the fact instead of stepping in to fix it for them. Coordinated engagement of Customer Service Management Team and vendor to develop survey and timetable for implementation. Defined and implemented new test plan standards and wrote test scripts for QA. Performed application and user support, user training, creating manuals, end user PC upgrade, software support & maintenance. Managed Knowledge Base infrastructure and provided article management. Developed and trained entire Technical Assistance Center personnel on softskills as well as mining for sales opportunities. Managed and organized technical support staff to effectively and efficiently provide fast problem resolution turn around times. Documented process for the creation/maintenance of user accounts in Active Directory. Motivation is another must-have for a successful manager. How to Build This Skill: Practice building a habit -- and sticking to it. Conducted technical training sessions, which offer user training on various computer-related subjects. Streamlined user controls, simplified setup features and reduced number of programs required to support the product. Implemented ERP/MRP systems and database transition, conducted end-user training and authored technical reference documents. Incorporated Six Sigma and Capability Maturity Model Integration principles to examine areas for performance improvement. Developed plan and migrated over 260 desktop computers to new operating system improving compatibility and increasing employee productivity by 27%. Managed two full paper machine surveys using vibration, chemistry, and drying teams. Performed UNIX administration while training and managing other administrators. Encouraged management to support good engineering process controls for product development not previously practiced. Facilitated interdepartmental communication to effectively provide customer support and served as the liaison between customers and internal departments. Developed manufacturing process and final test procedure to optimize production cycle time and ensure consistent high quality. Designed and implemented a technical support strategy for PH's first high demand computer/internet-based publication. Provided excellent Customer Service and the ability to resolved customer questions and concerns. Designed and implemented a Customer Satisfaction Survey in MS Sharepoint. You'll need to be available to help your employees solve problems -- in their customer careers, or bigger ones in their professional development. Hawk-Eyed Gaze Over Analytics. Conceived and implemented individual development plans for each team member that included training and career development components. Verified that each technician was contributing to the knowledge base site and affirming that obsolete documents were being purged. Championed cross-departmental training among technical support, QA and development, and prepared training documentation. Provided end-user feedback and product issues to QA and R&D Department. Flexibility is essential to tech support engineer jobs. Repaired computers, monitors, and printers and developed systems for production, also configured and designed software/hardware packages. Managed Active directory, users, groups, policies, NTFS security. Used Sugar CRM ticketing system to create, track and close tickets. Performed cost analysis on customer requirements to determine service level agreements and contract terms. Processed an average of 200 inbound and outbound calls per day in SAP CRM. Developed several process improvements which resulted in expedited case resolution, minimized case backlog and built customer trust. Monitored Network security, enforcing and Internet access. Implemented automated analyst performance monitoring using scheduled database queries with SAP Business Intelligence tools. 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Performed network requirements analysis, vendor and carrier selection, equipment installation, and ongoing maintenance and troubleshooting. Created new product documentation and user manuals to reflect enhancements to financial research database products. Performed detailed business planning, focused demand planning and implementation of QOS aligned processes for existing and new product introduction. Time Management Skills. Designed and implemented defect tracking database for technical support department. Good Listening Skills. Problem Solving Skills. If a unique or sensitive situation occurs, it's the support manager's job to make sure that the customer's needs and expectations are met. Participated in and/or lead teams and projects that directly affect technology support of administrative clients as well as process improvement. Assumed full responsibility in planning, scheduling, and completing Digital Projector installations. Developed and delivered NPI technical training for internal teams and business partners. Administrated an Active Directory to reflect team member access, skills etc. Managed successful migration/upgrade of 820 company Windows PCs. Led technical support reps on providing outstanding customer service and support for proprietary software application for real estate professionals. Provided customer technical support via phone, BBS and FAX lines, and later the internet as it became more popular.
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