Supervisor, Remote Technical Support Resume Grand Blanc, MI - Hire IT People

SUMMARY:

Focused, results - oriented professional with nine years of experience in progressively responsible positions including management of 31-person team. Customer-service oriented with proven ability to provide team-spirited leadership for maximum productivity. Skilled at communicating effectively to attain company goals.

PROFESSIONAL EXPERIENCE:

Supervisor, Remote Technical Support

Confidential, Grand Blanc, MI

Direct teams of up to 31 Remote Support Technicians to exceed service expectations
Analysis of metric data to help uncover performance gaps
Create action plans to achieve S.M.A.R.T. goals
Guided team to highest overall metrics for 3 consecutive quarters, 2015/2016
Provide solutions to break/fix problems, as well as ongoing instruction
Call/chat queue management when it comes to SLA, calls/chats waiting
Resolve complaints and answered questions of customers regarding services and procedures
Make recommendations to management concerning staff and improvement of procedures
Create, revise, and update process documentation

Solutions Engineer

Confidential, Grand Blanc, MI

Consistently exceeded floor averages in Average Handle times, Productivity, contacts per hour, and completion rate
Delivered presentation and created documentation to help reduce team member's average handle time
Identification and removal of Malware and Viruses
Remotely set - up and configure home wireless networks
Troubleshooting Windows XP, Windows Vista, Windows 7, Windows 8 Platforms to the registry level
Supported consumer/business peripherals: tablets, printers, and cellphones

Owner

Confidential, Grand Blanc, MI

Technical Support Representative I, III

Confidential, Pontiac, MI

Provided Level One and Level Three help desk support
Provided Support for General Motors Global (All GM facilities) and GM dealerships
Offered excellent customer service in a pleasant and professional manner; investigate issues using EKMS knowledge database
Performed remote desktop support
supported all software used by GM including: Blackberry support, Lotus Notes, VPN, and Tethering

PC Help Desk Support Extern

Confidential, Flint, MI

Supervised computer lab aides and help coordinate scheduling when lab aides are absent
Provided first level help desk support
Named and joined PC s to domain
Imaged and configured computers for computer labs and classrooms
Virus removal
Desktop and printer support