As the Technical Lead I was responsible for ....Assist the team where required by actively working on solution designs, customer issues, handling calls etcMotivating, coaching and developing the team to deliver a first class service and provide an escalationpoint for support, management, problem resolution and communication as appropriateDetermining project requirements and developing work schedules for the team.Delegating tasks and achieving daily, weekly, and monthly goals.Liaising with team members, management, and clients to ensure projects are completed to standard.Identifying risks and forming contingency plans as soon as possible.Analyzing existing operations and scheduling training sessions and meetings to discuss improvements.Keeping up-to-date with industry trends and developments.Updating work schedules and performing troubleshooting as required.Motivating staff and creating a space where they can ask questions and voice their concerns.Being transparent with the team about challenges, failures, and successes.Writing progress reports and delivering presentations to the relevant stakeholders.

As a Technical Support Consultant I was responsible for....Taking ownership of customer issues reported and seeing problems through to resolutionResearching, diagnosing, troubleshooting and identifying solutions to resolve system issuesFollowing standard procedures for proper escalation of unresolved issues to the appropriate internal teams