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5432 Hoover Road, Grove City, Ohio 11111
E: firstname.lastname@example.org T: 614-555-1234
Expert technical support manager with 10 years of experience in public universities and community colleges. Committed to procuring and governing IT resources and support staff to deliver innovative solutions meeting or exceeding budgetary and performance expectations. Skilled in developing training and coaching programs for contact center agents and onsite technicians. Demonstrated history of improving customer satisfaction ratings and increasing first call resolution rates.
- Manage computer services department for a community college with an average annual enrollment of 10,000 students.
- Craft strategies and service goals for department’s in-bound contact center, onsite support technicians, and seven computer labs on the main and satellite campuses.
- Create and manage departmental budget and planning asset and talent acquisition to support its goals while remaining at or under financial targets.
- Plan equipment, network, and software upgrades for faculty and staff offices, as well as computer labs, classrooms, and campus libraries.
- Coordinate with hardware, software, and communications vendors for installation, upgrades, and repairs.
- Managed customer contact center for the distance learning program of a small public university.
- Planned and oversaw implementation of an integrated contact center solution, merging trouble-ticket and knowledge-base systems.
- Increased customer satisfaction ratings to over 90 percent for three consecutive years.
- Developed training program for new agents.
- Created coaching program that helped boost center-wide average first call resolution rates to over 85 percent.
- Provided technical support and instruction via telephone and email to students in the distance learning program of a small Catholic seminary.
- Improved knowledge database by writing documentation for basic learner functions, such as accessing course materials, uploading documents, and using online threaded discussion boards.
- Scripted, recorded, and produced a CD of video tutorials sent to newly enrolled students.
I volunteer as a care team leader for a local no-kill cat shelter. My work primarily involves instructing others on how to provide basic care for the shelter’s feline residents, but I also enjoy the side benefit of interacting with the cats on my own. When I’m not on the job or at the shelter, I also enjoy learning Spanish by taking courses for audit on my employer’s main campus, as well as spending time with my family.
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Technical Support Manager CV Must-Haves
What Does a Technical Support Manager Do?
Technical support managers typically oversee customer contact centers and technical support departments for public sector entities such as libraries, schools, government agencies, and nonprofit organizations, as well as small businesses and large corporations. Excellent verbal and written communication skills are needed to train employees, set service and problem resolution goals, contact outside vendors, and craft long-term strategies for their departments. Additionally, these experts must understand overarching organizational goals and cooperate with management from other departments to help reach them. Your technical support manager curriculum vitae must highlight your leadership, communication, and planning skills, as well as showcase quantifiable results you’ve achieved for previous employers. This technical support manager CV example illustrates how you can write and format your own document to call attention to your job experience, educational history, and technical qualifications.
Tips for Creating a Great Technical Support Manager CV
– Do not merely list basic responsibilities in your work experience section. Make sure you also focus on items and accomplishments that demonstrate your leadership and planning skills.
– Don’t forget to include measurable results that prove quantifiable benefits you’ve gained for employers in the past. These numbers will speak loudly for you to potential recruiters.
– Be sure to phrase your current work accomplishments using present tense verbs. Save the past tense verbs for job experience in prior positions.
– Do proofread your CV before posting it online or sending it to anyone. It’s also a good idea to enlist a family or friend to give it a second look to catch any missed grammar or spelling errors.
– Do draw attention to other positive attributes related to your career goals and experience by including relevant activities in your “Hobbies and Interests” section.