We provide IT Staff Augmentation Services!

Manager Technical Support Services Resume


  • 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.


  • Customer Service
  • Employee Management
  • Project Management
  • Team Building
  • Hiring
  • Employee Reviews
  • Staff Recruitment & Selection
  • Policy & Procedure
  • Mentor
  • Productivity Oversight
  • Team Management
  • Cost Containment
  • Project Management
  • Detail Oriented
  • Customer Advocate
  • Operations Management
  • Security Clearance (Inactive)
  • Scheduling
  • Time Management
  • Adaptable/Flexible
  • Computer Adept
  • Employee Growth
  • Strategize
  • Client Satisfaction
  • Customer Retention


  • Siebel CRM Software
  • Sales Force CRM Software
  • ArcGIS 10.x, 8.X (working knowledge)
  • Windows OS XP/7/10
  • Microsoft Office 2008/2010/365
  • 2010: 2016 Word/Excel/Powerpoint CC
  • Photoshop CC 2017
  • Computer system setup/breakdown
  • Retail Marketing Classes
  • Social Media



Manager Technical Support Services


  • 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.


Assistant Manager


  • 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.

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