Product Support Manager Resume

SUMMARY:

Experienced IT Support Manager, with 15 years of experience in managing scope, cost, schedule, and contractual deliverables for government and private clients.
My professional experience has grown from a Tier 1 technician to a Product Support Manager, with an expansive knowledge from active directory to encryption key management.
Seeking a position with an organization that will allow me to utilize my skills to help them achieve their goals, while allowing potential for growth.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential

Product Support Manager

Responsibilities:

Developed and documented Standard Operating Procedures.
Utilized various applications to create and maintain work flows and ongoing projects for the Product Support Department.
Liaised between departments to create Internal tickets to IT dept. to report issues with appliance.
Created and implemented training curriculum for Product Support Specialists.
Created Knowledge Base in to document FAQ s and documentation for commonly known issues.
Established and documented both internal and external ticket handling procedures.
Collaborated with other departments to assist in quality assurance and product integrity.
Fashioned position description for Product Support Specialists. Performed interviews for potential onboarding Support Specialists.

Confidential

Help Desk Specialist

Responsibilities:

Ensured the integrity of data during the migration process from Oxygen Cloud Services to OneDrive.
Remotely assisted training end users with transition from Oxygen to OneDrive.
Responded to telephone calls, email and personnel requests for technical support, to include documentation, tracking and monitoring of the request to ensure a timely resolution.
Created training documentation to educate the Help Desk and End Users one the uses and functions of OneDrive.
Researched and shared new and unique problems with the team to determine the best possible solution

Confidential

Technical Support Specialist

Responsibilities:

Assisted IT department in deployment and migration of new provisioning system.
Provided support for low complexity applications.
Provided end - user support, which included: providing systems administration assistance, identifying the need to coordinate stakeholder discussions, identifying the need to update user documentation or conducting training.
Provisioned accounts, granted and removed staff access.
Created daily metrics reports for management.

Confidential

Help Desk Team Lead

Responsibilities:

Provided day to day Leadership and Team building
Managed the team work schedule of 80 technicians to ensured coverage and maintain the on - call rotation schedule.
Coached team members on processes and helped res
lve internal issues collaboratively
Ran reports and consolidated data into Metrics and Key Performance Indicators
Communicated metric results and recommendations to team members and leadership
Monitored day to day ticket activity and proactively identified & resolved problem areas
Provided Documentation and implemented internal/self-auditing of documentation and processes
Assisted other technical teams as they operationalize new applications/tools to ensure the Service Desk is adequately prepared to support them.
Communicated the status of critical outages and manage bridge calls
Appropriately escalate issues to leadership and other teams
Spoke on behalf of the Service Desk in meetings, projects, planning sessions, etc.
Created and conducted training sessions when needed for a variety of audiences.

Confidential

Help Desk Specialist

Responsibilities:

Provided support PC and peripheral installation and troubleshooting on Macs, Linux and Windows machines, as well as Mobile OS (i.e. iOS, ChromeOS, Android); problem/incident recording, and problem resolution/escalation.
Monitored Service Desk for tickets assigned to the queue and process first - in first-out based on priority
Modified configurations, utilities, software default settings, etc. for the local workstation
Utilized and maintained the helpdesk tracking software
Ensured each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
Installed, tested and configured new workstations, peripheral equipment and software
Maintained inventory of all equipment, software and software licenses
Reported issues to the Service Desk for escalation
Managed PC setup and deployment for new employees using standard hardware, images and software
Assigned users and computers to proper groups in Active Directory
Performed timely workstation hardware and software upgrades as required