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technical support team leader: Resume Samples & Writing Guide

Xaviero Ellis

507 Applewood Drive, Ordway, CO 81063
[email protected]
840-898-5905

Professional Summary

 A highly motivated and experienced Technical Support Team Leader with a proven track record of success in the Information Technology field. Experienced in leading teams to deliver outstanding customer service and technical solutions. 

Employment history

Lead Technical Support Team Leader, Apple Cupertino, California
February 2012 – Present
  • Develop and implement strategies to improve customer service
  • Monitor and evaluate team performance, provide feedback, and take corrective action when necessary
  • Develop and manage service level agreements (SLAs)
Associate Technical Support Team Leader, IBM San Francisco, California
September 2010 – January 2012
  • Develop and manage service level agreements (SLAs)
  • Analyze customer feedback to identify trends and areas for improvement
  • Provide technical training and mentoring to team members
Entry Level Technical Support Team Leader, Intel Santa Clara, California
February 2010 – August 2010
  • Develop and maintain customer service standards
  • Develop and manage service level agreements (SLAs)
  • Develop and implement strategies to improve customer service

Education

University of Washington, Seattle, Washington
Master of Science in Information Systems Management, January, 2010
University of Washington, Seattle, Washington
Bachelor of Science in Network Engineering, January, 2006

Skills

Accounting
Flexibility
Relationship Management.
Self-Motivation
Software Installation
System Monitoring
Troubleshooting
Server Management

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Virginia Quinn

74 Valleywood Drive, Bargersville, IN 46131
[email protected]
623-100-2256

Employment history

Chief Technical Support Team Leader, Google Mountain View, California
March 2021 – Present
  • Develop and implement strategies to improve customer service
  • Manage a team of technical support staff and coordinate daily operations
  • Monitor and respond to customer inquiries in a timely manner
Technical Support Team Leader, HP Palo Alto, California
August 2020 – February 2021
  • Manage a team of technical support staff and coordinate daily operations
  • Create and maintain technical support documentation
  • Develop and maintain customer service standards
Jr. Technical Support Team Leader, HP Palo Alto, California
March 2019 – August 2020
  • Analyze customer feedback to identify trends and areas for improvement
  • Monitor and evaluate team performance, provide feedback, and take corrective action when necessary
  • Create and maintain technical support documentation

Education

University of California, Berkeley, California
Doctor of Philosophy in Information Technology, January, 2019
University of California, Berkeley, California
Bachelor of Science in Information Technology, January, 2015

Skills

Reporting
Project Management
Teamwork
Reliability
Data Backup
Network Security
Network Design
Technical Support
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Yolie Carter

188 Sunset Drive, Lignite, ND 58752
[email protected]
616-654-3475

Employment history

Chief Technical Support Team Leader, Microsoft Redmond, Washington
June 2023 – Present
  • Develop and implement technical support processes and procedures
  • Develop and maintain customer service standards
  • Analyze customer feedback to identify trends and areas for improvement
Associate Technical Support Team Leader, Intel Santa Clara, California
December 2021 – May 2023
  • Provide technical training and mentoring to team members
  • Develop and implement strategies to improve customer service
  • Monitor and respond to customer inquiries in a timely manner
Junior Technical Support Team Leader, Oracle Redwood City, California
July 2020 – December 2021
  • Develop and manage service level agreements (SLAs)
  • Analyze customer feedback to identify trends and areas for improvement
  • Develop and implement strategies to improve customer service

Education

Cornell University, Ithaca, New York
Doctor of Philosophy in Software Engineering, May, 2020
Cornell University, Ithaca, New York
Bachelor of Science in Information Systems Management, May, 2016

Skills

Risk Management
Data Analysis
Innovation
Adaptability
Troubleshooting
Network Security
Virtualization
Network Administration
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Sam King

993 Cedarwood Drive, Tybee Island, GA 31328
[email protected]
770-778-1914

Professional Summary

 Seasoned IT professional with extensive experience leading technical support teams. Proven track record of successfully troubleshooting and resolving complex technical issues, and of successfully managing and training technical support staff. 

Employment history

Senior Technical Support Team Leader, Oracle Redwood City, California
January 2014 – Present
  • Manage a team of technical support staff and coordinate daily operations
  • Develop and manage service level agreements (SLAs)
  • Develop and implement technical support processes and procedures
Associate Technical Support Team Leader, HP Palo Alto, California
July 2013 – December 2013
  • Create and maintain technical support documentation
  • Develop and maintain customer service standards
  • Maintain up-to-date knowledge of IT products and services
Entry Level Technical Support Team Leader, Intel Santa Clara, California
July 2012 – June 2013
  • Monitor and evaluate team performance, provide feedback, and take corrective action when necessary
  • Develop and maintain customer service standards
  • Analyze customer feedback to identify trends and areas for improvement

Education

University of California, Berkeley, California
Certified Cloud Security Professional (CCSP), May, 2012

Skills

Collaboration
Research
Business Acumen
Critical Thinking
Firewalls
System Monitoring
Network Security
Server Management
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Tom Brown

822 Aspen St., Valentine, AZ 86437
[email protected]
779-602-3445

Professional Summary

 Dynamic and experienced Technical Support Team Leader with a proven track record of success in the Information Technology (IT) field. Experienced in leading and developing technical support teams to ensure customer satisfaction and successful business outcomes. 

Employment history

Lead Technical Support Team Leader, Google Mountain View, California
December 2010 – Present
  • Ensure customer satisfaction and provide excellent customer service
  • Monitor and evaluate team performance, provide feedback, and take corrective action when necessary
  • Analyze customer feedback to identify trends and areas for improvement
Technical Support Team Leader, Intel Santa Clara, California
December 2009 – November 2010
  • Troubleshoot and resolve customer technical issues
  • Create and maintain technical support documentation
  • Maintain up-to-date knowledge of IT products and services
Jr. Technical Support Team Leader, Oracle Redwood City, California
December 2008 – November 2009
  • Troubleshoot and resolve customer technical issues
  • Provide technical training and mentoring to team members
  • Create and maintain technical support documentation

Education

University of California, Berkeley, California
Master of Science in Computer Information Systems, October, 2008
University of California, Berkeley, California
Bachelor of Science in Network Security, October, 2004

Skills

Communication
Flexibility
Conflict Resolution
Technical
Data Backup
System Administration
Network Administration
Virtualization
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technical support team leader Job Descriptions; Explained

If you're applying for an technical support team leader position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers.

When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

1

technical support team leader/complaints agent/technical support agent

  • TEAM LEADER:
  • Performance Management, Mentoring and Analysing agents activities and monitoring call queues
  • Ensuring that all administrative procedures are followed.
  • First point of escalation for complaints.
  • Measure and provide input to the key performance indicators.
  • Call quality monitoring.
  • Soft skills training.
2

technical support team leader

  • Roster creations and staff management 
  • Monitoring schedule adherence, attrition and absenteeism
  • Identifying training gaps and liaising with trainers
  • COMPLAINTS AGENT: Administrative duties for the Call Centre, Following up on customer complaints and escalation to relevant Team Leaders/Branch Managers
3

technical support team leader

  • TECHNICAL SUPPORT AGENT: Telephonic support on Nokia handset: Data transfers from cell phones to other devices (PC, laptops, etc.), email and internet set up and other general handset queries; WAP service support and mobile content for various mobile handsets (Exactmobile services); Nokia repairs support

technical support team leader/complaints agent/technical support agent Job Skills

For an technical support team leader/complaints agent/technical support agent position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few.

Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

  • Network Administration
  • System Administration
  • Scripting
  • Virtualization
  • Troubleshooting
  • Network Security
  • Cloud Computing
  • Hardware Installation
  • Server Management
  • Linux
  • Windows
  • Software Installation
  • Technical Support
  • Data Backup
  • System Monitoring
  • System Upgrades
  • Network Design
  • Firewalls
  • Software Debugging
  • Data Recovery

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently.

Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

  • Communication
  • Interpersonal
  • Leadership
  • Time Management
  • Problem Solving
  • Decision Making
  • Critical Thinking
  • Creativity
  • Adaptability
  • Teamwork
  • Organization
  • Planning
  • Public Speaking
  • Negotiation
  • Conflict Resolution
  • Research
  • Analytical
  • Attention to Detail
  • Self-Motivation
  • Stress Management
  • Collaboration
  • Coaching
  • Mentoring
  • Listening
  • Networking
  • Strategic Thinking
  • Negotiation
  • Emotional Intelligence
  • Adaptability
  • Flexibility
  • Reliability
  • Professionalism
  • Computer Literacy
  • Technical
  • Data Analysis
  • Project Management
  • Customer Service
  • Presentation
  • Written Communication
  • Social Media
  • Troubleshooting
  • Quality Assurance
  • Collaboration
  • Supervisory
  • Risk Management
  • Database Management
  • Training
  • Innovation
  • Documentation
  • Accounting
  • Financial Management
  • Visualization
  • Reporting
  • Business Acumen
  • Process Improvement
  • Documentation
  • Relationship Management.

How to Improve Your technical support team leader/complaints agent/technical support agent Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Gary Kelly

13 Ridgeview Drive, Forbestown, CA 95941

Employment history

Lead Technical Support Team Leader, Apple Cupertino, California
March 2019 – May 2022
  • Identify and escalate complex technical issues to appropriate personnel
  • Develop and maintain customer service standards
  • Monitor customer service metrics and take corrective action when necessary
Associate Technical Support Team Leader, Accenture New York, New York
September 2017 – February 2019
  • Develop and implement technical support processes and procedures
  • Develop and manage service level agreements (SLAs)
  • Analyze customer feedback to identify trends and areas for improvement
Entry Level Technical Support Team Leader, Microsoft Redmond, Washington
April 2016 – September 2017
  • Manage a team of technical support staff and coordinate daily operations
  • Develop and maintain customer service standards
  • Develop and implement strategies to improve customer service

Education

University of California, Berkeley, California
Doctor of Philosophy in Information Technology, February, 2016
University of California, Berkeley, California
Bachelor of Science in Information Systems, February, 2012

Skills

Problem Solving
Financial Management
Mentoring
Research
Virtualization
Hardware Installation
System Administration
System Upgrades

Provide your Contact Information and Address Year Gaps

Always explain any gaps in your work history to your advantage.

Key Insights
  • Employers want to know what you've accomplished, so make sure to explain any gaps using a professional summary.
  • Adding extra details and context to explain why you have a gap in your work history shows employers you are a good fit for the position.

How to Optimize Your technical support team leader/complaints agent/technical support agent Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

Tom Hawkins

470 Maple St., Miami, TX 79059
[email protected]
912-106-8400

Employment history

Lead Technical Support Team Leader, Google Mountain View, California
May 2023 – Present
  • Ensure customer satisfactions and provide excellent customer servce
  • Develop and implement strategys to improve customer service
  • Troubleshoot and resolv customer technicall issues
Associate Technical Support Team Leader, HP Palo Alto, California
November 2021 – April 2023
  • Develp and manage service level agreements (SLAs),
  • Develp and implement stratigies to improve customer service,
  • Create and maintian technical support documentations.
Junior Technical Support Team Leader, Dell Technologies Round Rock, Texas
November 2020 – October 2021
  • "I went to the store to buy some groceries
  • I went to the store to buy some grocerie's.

Education

University of Michigan, Ann Arbor, Michigan
Master of Science in Software Engineering, September, 2020
University of Michigan, Ann Arbor, Michigan
Bachelor of Science in Software Engineering, September, 2016

Skills

Strategic Thinking
Technical
Presentation
Listening
System Administration
Virtualization
Data Backup
Firewalls

Include Job Descriptions and Avoid Bad Grammar

Avoid sending a wrong first impression by proofreading your resume.

Key Insights
  • Spelling and typos are the most common mistakes recruiters see in resumes and by simply avoiding them you can move ahead on the hiring process.
  • Before submitting your resume, double check to avoid typos.

technical support team leader/complaints agent/technical support agent Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an technical support team leader/complaints agent/technical support agent position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.



Xaviero
Ellis

[email protected]
840-898-5905
507 Applewood Drive, Ordway, CO
81063

Lead Technical Support Team Leader
Amazon
Seattle, Washington

To Whom It May Concern


I am excited to apply for the Lead Technical Support Team Leader position at Amazon. As a highly skilled Technical Support Team Leader with 13 years of experience in Information Technology (IT), I am confident that I can contribute significantly to your organization.


Throughout my life, I have pursued my passion for Business Analysis and have gained experience in this field as a result. This experience has given me valuable skills such as Accounting and Flexibility, which I am excited to bring to this position. I am eager to work with a team that shares my enthusiasm as a Technical Support Team Leader and help your organization achieve its well determined goals.


Thank you for considering my application for the Lead Technical Support Team Leader role. I am very passionate about this field and possess a deep understanding of the industry so, I am thrilled about the opportunity to contribute to your organization's success.


Respectfully,
Xaviero Ellis
840-898-5905
[email protected]

Xaviero Ellis






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