Strong Technical Support Team Leader offers a wealth of technical knowledge and the ability to lead a technical support team.Professional possesses extensive knowledge and keeps constantly updated on changes in the field to remain current.Offers eleven years of experience, a Bachelor’s degree in Information Technology and excellent customer service skills.
Strong technology skills
Provides consistent leadership
Monitors technical support staff
Excellent communication skills
Dedicated to customer service
Great writing and verbal skills
June 2009 to July 2014 IBM, Inc.Â—London, UK Technical Support Team Leader
Led team providing telephone and online support to customers experiencing technical issues.
Provided quality troubleshooting with patient, step-by-step instructions to resolve problems.
Monitored technical team calls to ensure maintenance of technical skills and good customer service.
Tracked and logged all calls for each shift.
Identified problem areas and implemented all necessary training.
Held weekly team meetings and involved staff in planning and decision making.
Collabourated with other departmental leaders.
May 2003 to May 2009 Hewlett Packard, Inc.Â—London, UK Technical Support Team Leader
Kept abreast of all new technologies to keep current.
Provided technical expertise to Help Desk team.
Ensured team-members stayed up to date by providing frequent training.
Monitored calls for skill level and customer service delivery.
Fired staff that did not meet technical or customer service expectations.
Reported progress, goals, suggestions and all issues to management.
2002 London Pacific University, London, England Bachelor of Science degree in Information Technology