MARK ANDERSON 225 Elm Street | Chicago, IL 60601 | 000-000-000 | MJAnderson@dice.com

Technical Support Manager with over 8 years experience reducing costs and improving productivity at Fortune 100 organizations

SUMMARY OF QUALIFICATIONS

• Adept at instituting procedures that save time, reduce costs, and eliminate redundancies.
• Team leader with demonstrated ability to build strong working relationships with coworkers.
• Proven track record working with senior management and department heads to assess and institute company-wide technical support policies and procedures.
• Possess strong technical skills, with strong background in both UNIX and Windows environments.
• Customer Relationship Management (CRM) expert adept at improving processes and communications with clientele.

TECHNICAL SKILLS

MS Windows 2000/XP/Vista, Windows Server NT/2003/2008, DOS, Active Directory, Linux, Apache, Microsoft Exchange, Web Logic, TCP/IP, HTTP, Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), Internet Packet Exchange (IPX), Web Cache Communication Protocol (WCCP), ICAP, ICP, Wi-Fi, BlueTooth, POP3, SNMP, MS Project/Visio/IIS/IE, Novell Networking, Firefox, Acrobat, McAfee and Symantec Anti-Virus, Net Scout, HP OpenView, Visual Basic NetWare

PROFESSIONAL EXPERIENCE

ABC Corp., Chicago, IL: 2007 - Present Technical Support Manager

• Improved productivity and eliminated redundancies by instituting new technical support and training procedures that were implemented across organization
•  Incorporated Six Sigma and Capability Maturity Model Integration (CMMI) principles to examine areas for performance improvement.
• Oversaw creation and implementation of Customer-Oriented Satisfaction program, which assessed and identified strengths and weaknesses of technical support policies and procedures.
• Tasked with working across wide range of departments, sales staff, marketing department, and Level I, II, and III technical engineers to ensure partner satisfaction.
• Manage budget for department.  Provide senior management with monthly reports.

CDE Corp., Los Angeles, CA: 2005 - 2007 Technical Engineer Manager

• Recruited by CDE to oversee operations for support center with 15 employees.
• Charged with creating new training policies and procedures to improve interactions between support staff and OEM.
• Worked directly with senior management to create department's objectives.
• Created customer-oriented Web Portal for technical guidance and FAQ, which dramatically reduced call center's wait time and saved over $5K per quarter.
• Remarkably improved efficiency in all facets of Tech Support, including decreasing time of inbound calls, time spent per client, and internal documentation.

FGH Industries, New York, NY: 2002 - 2004 Technical Support Engineer

• Worked directly with wide range of internal and external clientele to provide technical expertise for FGH systems.
• Assessed, documented, and resolved customer issues via phone, e-mail, and on-site consultations.  Reported any outstanding issues to supervisor.
• Tasked with training new hires in company-wide policies and procedures.
• Charged with personally handling all technical contact with key accounts, including Fortune 100 organizations General ABCD and United DEFG.
• Communicated directly with sales, engineering, and marketing departments as required.
• Presented bi-monthly reports to department head.

EDUCATION Fordham University, Bronx, NY Master of Business Administration, 2004

New York University, New York, NY Bachelor of Science, 2001

Keywords: support, onsite, customer service, escalation, field, Operations Manager, automate, outsource, information, Call Center