Support Manager Resume
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Pittsburgh, PA
SUMMARY
- Dynamic and capable leader with a background in technical support
- Diverse skill set with a strong focus on customer interaction
- Proven track record of growth, and ability to adapt when new challenges arise
TECHNICAL SKILLS
- Customer Support
- SaaS Troubleshooting
- SaaS Implementation
- IP Troubleshooting
- Project Management
- VMWare Server Deployment
- Linux Command Line
- Software Documentation
- Customer Support Analytics
- Zendesk Administration
- Team Building
- Talent Acquisition
PROFESSIONAL EXPERIENCE
Confidential , Pittsburgh, PA
Support Manager
Responsibilities:
- Oversaw a 24/7 customer facing helpdesk, servicing 500 - 600 customers globally
- Regularly handled customer and project escalation issues to completion
- Provided reporting and analytics on all initiatives handled by the support team
- Administered helpdesk software (Zendesk) for use across multiple departments
- Oversaw all aspects of talent acquisition, and onboarding
Confidential, Pittsburgh, PA
Customer Support Senior Specialist
Responsibilities:
- Provided functional support for business commerce software to a diverse user base
- Kept a high level of product knowledge, and maintained a high customer satisfaction rating
- Reviewed case escalations to ensure quality and consistency
Confidential, Jamestown, NY
Digital Imaging Specialist
Responsibilities:
- Digitized historical land deeds for the city of Jamestown, NY
- Processed and cataloged all new scans into an active database
- Assisted in quality control, correcting any inconsistencies found in the final product
Confidential, Pittsburgh, PA
Customer Support Technician
Responsibilities:
- Provided technical support for all aspects of residential telephony services
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