Manager Technical Support Services Resume

SUMMARY:

Listening attentively, solving problems, building trust and satisfaction, forging relationships, while giving voice to the customer.
Customer service professional with 30+ years of problem - solving experience face to face with customers.
20+ years building, promoting and managing employees.
20+ years, supporting Geographic Information System software, and the GIS scientific community.
Trusted to envision and manage major projects from start to finish through organization, teamwork, and clear communication.
Experience acting as a rational voice for the customer, support team members, or business.
Recognized for leading by example, with high productivity and ability to multi-tasking.
Adept using business computers and software.
Able to think ahead and upsell where appropriate.
Love working with, and for customers.

CORE SKILLS:

TECHNOLOGY SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential

Manager Technical Support Services

Responsibilities:

Managed up to 7 highly technical support analysts handling calls and emails from customer and partners worldwide for software including 100+ applications.
Trouble shoot difficult customer issues and work directly with software development as appropriate to resolve issues.
Clear understanding of GIS and Remote sensing concepts.
Used ESRI Software as it related to IMAGINE software and worked closely with the ESRI ticketing support as needed.
Related Experience: Reported to Technical Support Global Director, employee review,, documents, customer retention, bug resolution, agile, monitoring metrics, hiring, resource management.
Prior to management I served in Quality Assurance and Customer Service.

Confidential

Assistant Manager

Responsibilities:

Responsible for all receipts, cash security, audit and daily register balancing, loss prevention.
Promoted to HR manager - Staff scheduling, reviews, store operations, shipping and receiving, supervised up to 25 booksellers, ran register.