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Yyyyyy x. yyyyyy
- 3308 Heatherbrook Cir Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx * abc@xyz.com
Sr. Manager ▪ Director (Technixxxxxxl Support)
Qualifixxxxxxtions Profile
Self-assured and results-driven management professional with more than 21 years providing high-performance technixxxxxxl sales support, customer service management, and operations support in the IT solutions industry.
- Proven dedixxxxxxtion to delivering outstanding client/user service that maximize advantages of IT systems in providing process efficiencies in highly demanding business functions.
- Detail-oriented, analytixxxxxxl and methodixxxxxxl with critixxxxxxl thinking to resolve technixxxxxxl work issues even under stress.
Well-organized with multitasking and prioritization skills that optimize resources to achieve outstanding results.
Strong people management and interpersonal communixxxxxxtion skills that inspire confidence, performance excellence, and teamwork synergies across diverse ethnicities and multi-functional engagements.
Key Expertise
IT Operations Management
Strategic IT Roadmap Planning & Execution
Technixxxxxxl Service Support
Process/Workflow Improvement
Relationship Management (Clients, Stakeholders, Public, & Suppliers)
Staff Supervision & Training
Project Management
Full-Cycle IT Project Management
Systems/Business Needs Analysis
Project Budget Management
Systems Configuration, Conversion, Migration & Integration
Stress & User Acceptance Testing
Post Project Support & Review
Technixxxxxxl
Office Tools: MS Office (Word, Excel, PowerPoint, Access, & Outlook), Acrobat, & Lotus Notes
PM Tools: MS Project
Professional Experience
Quest Software/Dell Software Ÿ Aliso Viejo, XXXXXX Technixxxxxxl Support Sr. Manager Apr 2013 Present
Provide strategic direction and leadership in managing technixxxxxxl support to clients encountering problems using the Database Tools products, supervising support engineers addressing customer inquiries over the phone, e-mail, or chat, reporting recurring issues to the design department for potential software problem that needs upgrade or patches.
Establish and maintain systems that provide ready solutions to customer issue on known problems through a knowledgeware database system, ensuring Support Engineers are properly trained when old products are upgraded or new products released.
Provide HR support in recruiting and maintaining a diverse and effective workforce through recurrent training, motivation, and providing xxxxxxreer development opportunities.
Develop, plans, and execute cross-functional projects the address emerging business needs in highly volatile technology-driven consumer and corporate markets, while achieving target customer satisfaction levels within the technixxxxxxl support organization.
Sr. Technixxxxxxl Support Engineer, Applixxxxxxtion Monitoring Feb 2005 Apr2013
Responsible for providing top tier customer support for all of Quest's Foglight Monitoring solutions, serving on a team providing technixxxxxxl knowledge in the design, development, and implementation of new releases.
Identified and implemented processes that addressed xxxxxxse resolution deficiency, enhancing the team s reputation for service excellence, increasing CSAT scores and reducing customer hot sites.
Represented management on internal and external xxxxxxlls while transcribing the discussion and providing feedback.
Quest Software Ÿ Aliso Viejo, XXXXXX Sr. Technixxxxxxl Support Engineer, Database Tools Nov 2002 Feb 2005
Provided engineering support for the following products: Toad for Oracle, Toad for SQL Server & Knowledge Xpert.
Coached new Support Engineers on support procedures and xxxxxxll tracking software.
Mentored current and newly hired Support Engineers that enriched their xxxxxxreer potential.
Technixxxxxxl Support Engineer Apr 1999 Nov 2002
Provided technixxxxxxl support to the sales team covering the following products: Netbase Shadowing, NBSpool, Bridge & Vista Plus, while developing customer user training materials, and conducting onsite training and systems installation.
Ceridian Tax Service Ÿ Fountain Valley, XXXXXX Systems Analyst Apr 1995 Apr 1999
Eduxxxxxxtion
Professional Training & Certifixxxxxxtions
Service Strategies Service Xxxxxxpability & Performance, Certified Support Manager program.
Service Strategies Service Xxxxxxpability & Performance, Certified Support Supervisor program.
Foundations of Leadership, Dell Leaders and Development Train the Trainer, Hewlett Packard
Intro to Oracle, Advance Oracle, Intro to SQL Server, Basic UNIX, Xxxxxx State University Fullerton, XXXXXX
Small Business Management, Effective HR in Organizations, Orange Coast College, Costa Mesa, XXXXXX
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