Technical Support Team Leader Resume Samples

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Technical Support Team Leaders provide assistance and guidance to engineer teams. Common duties seen on a Technical Support Team Leader resume example are identifying training needs, overseeing daily operations, implementing company procedures, preparing reports, and assessing personnel performance. The ideal candidate should showcase in his or her resume technical skills, leadership, customer focus, attention to details, problem-solving orientation, multitasking, and computer competences. Most Technical Support Team Leaders hold a college degree in a technical or engineering field.

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1

Technical Support Team Leader

Selected by senior management to lead technical support initiatives for help desk outsourcing. Partnered with technicians and customers to troubleshoot upper Midwest ISP requirements. Conducted computer diagnostics and recommended problem resolution actions.

  • Delivered calm solutions to diffuse stressful technical situations resulting in exceptional customer satisfaction; only Technician of the Month recipient to receive back to back award honors.
  • Inspired and managed 4 technicians while concurrently fielding high volume support requirements.
  • Launched policies and procedures to improve response time and coach resources.
Candidate Info
12
years in
workforce
2
years
at this job
AAS
Programmer / Analyst
AAS
It-computer Support Specialist
2

Sales Manager & Technical Support Team Leader

Responsible for the development and expansion of commercial, residential, and 3rd party sales channels within a regional Internet and telecommunications provider.

  • Improved consumer and commercial sales by as much as 40% by improving sales methodologies, territorial integrity, and staff training.
  • Improved sale close rates to 65% by phone sales training, appropriate staffing and sound compensation plans.
  • Provided effective motivational schemes, compensation and incentive plans, and training programs designed to enrich performance and increase revenue.
  • Assisted in wholesale and marketing partner plans that expanded the sales staff at minimal cost and improved the company's revenue stream.
Candidate Info
12
years in
workforce
5
years
at this job
BS
Business Administration
3

Call Center Technical Support Team Leader

Governed the daily functions of 50 employees which consisted of 30 direct reports.

  • Managed customer escalations which ultimately resulted in favorable customer satisfaction ratings.
  • Governed master schedule of team members to ensure alignment with operational and overall budget demands.
  • Developed and implemented communication strategies to ensure positive and productive relationships with internal and external stakeholders.
Candidate Info
1
year in
workforce
1
year
at this job
BS
Business Administration
4

Technical Support Team Leader

Led a team of 20 engineers responsible for technical support and implementation of MSCi, HLRi, CMSCi, MGW, CISCO routers, SIGTRAN, ESB20 LAN switch.

  • Resolved and provided guidance to engineers for escalated technical issues
  • Participated in customer meetings for escalated issues to provide faster resolution
  • Prepared and delivered technical presentations and demonstrations to customers
  • Acted as subject matter expert (SME) for customer issues related with circuit core
  • Managed SW release deployment project for MSCi, HLRi ( M11, M12, M13A).
  • Hosted regular meetings with Tier3 to follow up on escalated issues.
  • Acted as Service Capability Transfer Manager for M13A software release upgrade.
Candidate Info
11
years in
workforce
2
years
at this job
Electronics Engineering
5

Technical Support Team Leader

  • Coached and trained seasonal and full-time support personnel in processing inbound calls from customers while maintaining a high-level of customer satisfaction and exceeding department goals during peak call volumes.
  • Earned the Top Inbound Salesperson of the Month award during the first four months of a five month term as volunteer member of the sales department for having generated over $1,000,000.00, in product revenue where the department goal was set at $600,000.00.
  • Handled escalated issues by utilizing problem solving skills and communication skills to effectively resolve more than 95% of customer inquiries in a timely manner.
  • SQL Reporting; Help Desk Support; Web Page Development; Document Analysis
  • Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, OneNote)
  • Excellent Leadership and Team Building Skills
  • Effective Oral and Written Communication Skills
Candidate Info
3
years in
workforce
3
years
at this job
BS
Computer Information Systems
6

Technical Support Team Leader

  • Received and resolved incoming customer inquiries and issues regarding Peachtree Accounting Software via phone and email.
  • Motivated and assisted team of six members in reaching individual and team goals for quality, productivity and revenue generation.
  • Served as senior technician for team members as they provided clients and associates, technical assistance with regards to [company name] programs.
  • Ensured team members resolved all client issues courteously and in a timely manner.
  • Spearheaded team that composed a Network Troubleshooting manual that provided the configuration setup for all networks compatible with the [company name] product.
Candidate Info
6
years in
workforce
6
years
at this job
7

Technical Support Team Leader

Managed a team consisting of 8 to 12 Support Technicians

  • Maintained a high percentage of customer service by monitoring technical calls and support
  • Investigated all accounts reported for spam to reduce the amount of spam emails on the network
  • Handled all advanced support issues, when all possible solutions have been exhausted
  • Provided weekly statistics to Call Center Supervisor in efforts to increase efficiency
Candidate Info
2
years in
workforce
2
years
at this job
C
Project Management
BS
Computer Information Systems
8

Technical Support Team Leader

  • In addition to duties in previous position, managed team of six technical support representatives.
  • Conducted quarterly performance evaluations, support call evaluations, and interviewed new tech support applicants.
  • Managed the team's on-site consulting function and conducted many client engagements across the country; activities included installation and configuration of Centerpiece across office networks, strategic data clean-up projects, and customized training classes.
  • Member of support team which won the annual Charles Schwab Excellence in Service award for 2000.
Candidate Info
3
years in
workforce
2
years
at this job
BS
Business
MS
Information Technology
9

Technical Support Team Leader

Received a promotion from Customer Support Representative to Technical Support Analyst within two months of employment. After management transition, was promoted to lead group of customer and technical support representatives to a more productive level of support.

  • Responsible for EDI software upgrades, and implementations via modem using PROCOMM PLUS and PC ANYWHERE software.
  • Researched erroneous EDI transmissions (ANSI Standard C, X12), mapped proprietary EDI software for use with UNIX (SCO, and AIX), and Windows 95/98/NT operating systems.
  • Used HP Openview and Legato Networker to monitor customer AS400s, and other servers and their activity. Performed administrative duties for users in NT, Novell, and Lotus Notes.
  • Provided telephone support to over 10,000 nationwide customers.
Candidate Info
3
years in
workforce
1
year
at this job
10

Technical Support Team Leader

Maintained support Hyper-V machines.

  • Site visits to carry out installation of software, recommended practices and document functionality of applications. This was coupled with a pre-sales element.
  • Raised feature enhancements to improve software, based on customer requirements and feedback.
  • Point of escalation for 1st-3rd line engineers. Managed shift-rota, holiday requests and overtime pay for the support team.
  • Patching and configuration of MS server environment to carry out testing and replication of potential bugs to escalate cases to developers and the QA team.
  • Constant improvements of processes used by the support team, that also involved other departments within the company, i.e. sales, QA, development, marketing.
  • Involved in design process for product releases as well as new products.
Candidate Info
4
years in
workforce
8
months
at this job
Computer Science

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