Technical support resume example

William Reede

87 Macon St.

Houston, TX 77082

(902) 55 - 0975

 

Objective

  

Executive-level position with responsibilities in Technical Support and Customer Relations.

  

Strengths

 

• Project Management Team Building & Leadership

• Staffing & Budgeting Planning & Scheduling

• Resource Planning & Allocation Multi-Project Administration

• Product Development (Software, QA, Documentation)

• Process Improvement

• International Customer Service and Support 

• Call Center Management, Telephony, Computer Telephony Integration 

• Service Delivery Systems and Quality Management 

 

 Acomplishments

 

• Directed the customer service and technical support for a $100M software company

• Implemented a global strategy for measuring and improving international service. 

• Negotiated service contracts with Fortune 500 companies

• Instituted formalized program schedules, periodic program reviews

• Managed the delivery of multiple simultaneous products including the introduction of new technologies

  

Experience

 

Billings Corporation, Houston, TX

Director of Customer Relations, 1997 - Present

Provided strategic direction and operations management for the customer service division of a multinational softward company.

   

Delta Software, Houston, TX

Director of Customer Service, 1993 - 1997

Directed all aspects of client relations and technical support.

   

Anderson Associates, Austin, TX

Manager of Customer Services, 1990 - 1993

Developed a special consulting brance that was designed specifically to meet the computing needs of small business owners in the Austin area.

 

 

Education

  

University of Texas, Austin, TX 

B.A., Business Administration, 1990 

  

Affiliations

 

• Member - Texas Customer Service Association

• Member - American Society of Technical Professionals

  

Selected Publications & Presentations

  

Protecting Your Company's Server, presentation, New York, NY, 5/01

Customer Service in the New Century, presentation, Paris, France, 3/00

Tech Brainstorming, article, Houston Chronicle, 12/11/99

The Decline in Service Quality, presentation, New York, NY, 2/99

Understanding the Service Industry, article, Business Weekly, 9/02/98

   

References

 

• Available on request.