Technical Support Sample Resume


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Business Negocio project management gestión de proyectos management administración employment empleo consulting consultante outsourcing subcontratación economy economía customer experience experiencia del cliente customer service servicio al cliente service Servicio support apoyo consultant consultor customer cliente Technology Tecnología Strategic Management Gestión estratégica Services Servicios Technical Técnico Cisco Systems Technical Support Soporte técnico Mergers And Acquisitions Fusiones y adquisiciones Employee Retention La retención de empleados

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Provided day-to-day operations management to the technical support team Hired two level 2/3 technical support engineers - Acted as senior level management contact for several visible technical escalations - Project managed the following projects: o 2Wire Insight configuration and deployment processes o 2Wire instructor-led and e-learning training courses o Internal RMA process improvement and service entitlement - Developed and presented initial technical support case metrics to the executive staff Developed strong knowledge of Salesforce.com CRM Client - MCC Construction Corporation July 04 - July 05 Business Plan Consultant Millennium Construction Corporation is a start-up company in the residential remodeling and home improvement space.. AREAS OF EXPERTISE r Technical Support Delivery Outsourcing Customer Satisfaction Retention Strategic Planning Organizational Development Cross-functional Leadership Analytical Conceptual Problem Solving Aft e Change Management Human Resources Process Redesign Performance Improvement Budgeting TECHNICAL COMPETENCIES Network Interface Cards PCs Laptops Bridges, Hubs, Routers Network Servers LAN WAN Wi-Fi OSI Protocol Model Clarify Siebel Salesforce ADP MS Office MS Visio Windows XP SELECTED CAREER HIGHLIGHTS 3 Spearheaded the implementation of Cisco System’s first customer service outsourcing model in the US, alleviating hold times of 45+ minutes and increasing customer satisfaction scores to “exceeds expectations”.. CISCO SYSTEMS, San Jose, CA Director, Global Response Center (1997 – 1999) Group Manager, LAN and Volume Services (1995 – 1997) Technical Support Manager, NIC Team (1993 – 1995) Technical Support Manager, NOS Team (1992 – 1993) First Call Manager, Level 1 Support Team (1991 – 1992) 1991 – 1999 Fast track advancement based on consistent contributions to organization’s customer service and technical support operations..

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