Christopher Atwood
Simpsonville,SC
Summary
Dynamic Technical Support Manager with over 16 years of experience in customer support management and staff training. Expert in problem-solving and collaboration, successfully leading teams to improve customer satisfaction and operational efficiency.
Overview
25
25
years of professional experience
Work History
Technical Support Manager
Computer Telephony Distributing
09.2010 - Current
- Led technical support team to resolve complex client issues effectively.
- Implemented training programs for staff to enhance technical knowledge and efficiency.
- Developed documentation and knowledge base for improved support processes.
- Analyzed customer feedback to identify trends and drive service improvements.
- Streamlined ticketing system for efficient issue tracking and resolution management.
- Mentored junior staff, fostering professional growth and improving team performance.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Mentored junior support staff, fostering a culture of collaboration and learning within the team.
Manager
Kyoto Express
03.2002 - 09.2008
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and a professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Education
Associate of Science - Information Technology - Networking
Greenville Technical College
Greenville, SC05-2010
Skills
- Customer communication
- Technical troubleshooting
- Incident management
- Vendor management
- Escalation processes
- Software assistance
- Hardware support
- Process development
- Process management
- Remote assistance
- Customer assistance
- Training programs
- Ticketing system management
- Customer assistance management
- Staff development
- Hardware assistance
- Network management
- Technical support management
- IT infrastructure management
- Project management
- Project scheduling
- Team collaboration
- Time coordination
- Detail orientation
- Problem resolution
- Task prioritization
Timeline
Technical Support Manager
Computer Telephony Distributing
09.2010 - Current
Manager
Kyoto Express
03.2002 - 09.2008
Associate of Science - Information Technology - Networking
Greenville Technical College