Technical Support Manager Resume

SUMMARY:

To obtain a technical position that will allow me demonstrate my technical skills and knowledge of information technology and help companies leverage their IT investment.
At Confidential, I built the support team from one support rep to a team of twelve reps, I personally interviewed and hired each of the team members; I assigned them duties according to their shifts and also prepared their yearly reviews. I was responsible for researching and purchasing new software for the support team such as ticketing systems, remote support and chat tools, as well as hardware needed for the department.
I also successfully launched a work at home program that allowed the reps to work remotely, thereby saving on operational costs for the department and increasing productivity.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential

Technical Support Manager

Responsibilities:

Technical Support Manager

Confidential, Bethesda, MD

Responsibilities:

Responsible for all day - to-day operations of the support team
Trained all new CSR personnel
Observed and scored support personnel's tickets for quality
Performed coaching of all support personnel on a constant basis
Created and introduced a bonus programs to reward the highest performing representative
Performed selections and interviews for the hiring process
Ran reports on metrics for the day-to-day operations of the support department
Made the work schedule for the support team as well as grant vacation time as needed
Performed mid-year and yearly evaluations for all support personnel Installed, managed and configured all support tools
Created and published employee handbook for the department.

Database Administrator

Confidential, Lanham, MD

Responsibilities:

Installed and configured databases: Oracle 9i, 10g, 11g and SQL Server 2005 and 2008 Wrote scripts to create tables, views, indexes and synonyms per developer needs
Created physical databases and tablespaces from logical data models
Created users, roles and assigned users their appropriate roles as defined by application requirements
Helped senior DBAs in tuning databases to maximize result return time
Partitioned large tables using partitioning keys Performed cold and hot backup of databases using Oracle's export utility
Loaded data from flat files using SSIS
Worked with SSRS to create reports
Provided remote technical support using SSH and terminal services
Provided support to developers in development and test environments provided remote technical support using SSH and terminal services.

Technical Support Representative

Confidential, Bethesda, MD

Responsibilities:

Responsible for troubleshooting game and technical support issues raised by customers using live chat, email, phone and remote desktop
Tracked and responded to customers using Numara Footprints ticketing system
Escalated site and game bugs reported by customers to the R&D department
Performed QA on all site and game releases and reported any issues found Contributed to the game community center as well as the forum.

Help Desk Technician

Confidential, Rockville, MD

Responsibilities:

Performed troubleshooting operations for problems experienced by end users
Performed installations/configurations of UNIX and Windows server operating systems
Performed software and hardware upgrades on Windows and UNIX servers
Managed remote servers through the use of Terminal server and SSH Assisted in configuring router and network settings.

Computer Technician

Confidential, Laurel, MD

Responsibilities: