MARK ANDERSON 225 Elm Street | Chicago, IL 60601 | 000-000-000 |

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


  • 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.


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


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

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