Technical Support ManagerExperienced and professional Technical Support Manager with over twelf years of valuable experience in monitoring project performance to ensure company success.Familiar and adept in working with engineering, industrial engineering, change management, and business transformation systems. Reputation for continuallyachieving on time and under-budget performance goals. Accustomed to handling IT support, managing IT projects, and supporting various engineeringdepartments with IT tools and applications. Bringing forth a motivated attitude and the ability to establish strong and productive relationships with othercompany members.

Manage information technology and computer systemsPlan, organize, control and evaluate IT and electronic data operationsManage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performanceDesign, develop, implement and coordinate systems, policies and proceduresEnsure security of data, network access and backup systemsAct in alignment with user needs and system functionality to contribute to organizational policyIdentify problematic areas and implement strategic solutions in timeAudit systems and assess their outcomesPreserve assets, information security and control structuresHandle annual budget and ensure cost effectiveness.

Developing and overseeing SMART (specic, measurable, attainable, relevant, time-based) metrics for hardware, software, and storageEnsuring strategic capacity planningManaging all or part of the IT department, including:Directly supervising some employeesHiring certain membersHandling employees’ concerns and performancesCommunicating with the technology team and other departments as collaboration requiresDetermining business requirements for IT systemsIdentifying and eliminating security vulnerabilities with strategic solutions that increase data securityDirecting and supporting the implementation of new software and hardwareIdentifying and recommending new technology solutionsManaging the organization’s help desk (internal, external, or both)Sep 2015 - Feb 2016Coordinating IT activities to ensure data availability and network services with as little downtime as necessaryOverseeing departmental nances, including budgeting and forecastingImplementing executive policiesReporting back to the C-suite level

Direct and coordinate a team of tech support specialists/help desk techniciansPrioritize IT-related problems as they come in to Help Desk and escalate when necessaryAssign problems/tasks to tech support specialistsRegularly analyze and review logs to determine if problems are imminent and develop solutions before they occurAnalyze situations and determine resources needed to solve themMake decisions quickly, often with limited informationFollow up with customers to gauge their satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends) and, if warranted,implement corrective actionsEnsure ongoing training for tech support staff; advise tech support staff on career planning; maintain and analyze training records

Installation & conguration of a company’s computer hardware operating systems and applications.Maintenance and monitoring of computer networks and systems.Logging the queries of customers and employees.Analysis of call logs in order to discover any underlying issues or trends.Diagnosing and solving hardware or software faults.Testing and evaluating new technology.Performing electrical safety checks on the company’s computer equipment.Responding to call-outs in a timely fashion.Following instructions, either written or in diagram form, in order to set up a system or x a fault.

Review diagnostics and assess the functionality and efciency of systemsImplement security measuresMonitor security certicates and company compliance of requirementsOffer technical support to company staff and troubleshoot computer problemsInstall and update company software and hardware as neededAnticipate and report the cost of replacing or updating computer items

Review diagnostics and assess the functionality and efciency of systemsImplement security measuresMonitor security certicates and company compliance of requirementsOffer technical support to company staff and troubleshoot computer problemsInstall and update company software and hardware as neededAnticipate and report the cost of replacing or updating computer items

Efciently develop test cases, patches for our offerings, and examples to resolve customer issuesShare your knowledge with our customers by using your developer-level experience to analyze or debug Java and C++ application issues at the language-level,e.g., code development, code review, and stack tracesOwn issues and provide outstanding customer service experienceAnalyze, troubleshoot, and reproduce problems