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Top 50 Support Lead Skills

Below we've compiled a list of the most important skills for a Support Lead. We ranked the top skills based on the percentage of Support Lead resumes they appeared on. For example, 11.7% of Support Lead resumes contained Customer Service as a skill. Let's find out what skills a Support Lead actually needs in order to be successful in the workplace.

These are the most important skills for a Support Lead:

1. Customer Service

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high Demand
Here's how Customer Service is used in Support Lead jobs:
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Provided incentive to increase productivity by offering employees awards for best customer service.
  • Established and monitored team accountability to high standards in customer service and responsiveness.
  • Assisted customers with their shopping experience and provided outstanding customer service.
  • Performed necessary follow-up to ensure customer service expectations are met.
  • Supervised 15 Customer Service Representatives, serving as first point of contact and line of sight supervision for customer service representatives.
  • Lead and support in the personnel distribution by lines as required by planning and logistic to comply with customer service.
  • Achieved superior level of customer service in a very competitive industry in a difficult, crime ridden urban area.
  • Maintain metrics, reports, process documentation, customer service logs, training and safety records.
  • Managed shipping & receiving, warehouse, showroom operations, physical inventory, and customer service.
  • Monitored/Coached reps to maintain a high level of standards, while provide excellent customer service.
  • Provide timely, courteous, and efficient customer service to internal and external users.
  • Deliver high level customer service to users related to the resolution of the problem.
  • Provided customer service by responding to inquiries regarding product selection, services and issues.
  • Offered exceptional customer service and knowledge of all products to customers.
  • Covered phones and front desk as needed to provide customer service.
  • Developed and Lead a district training program to increase Loan production Recognized multiple times for excellent customer service
  • Provide maintenance support and internal customer service for Progressive Insurance employees.
  • Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service Performed coaching sessions with agents Provided disciplinary/corrective action notices

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5 Customer Service Jobs

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2. Technical Support

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high Demand
Here's how Technical Support is used in Support Lead jobs:
  • Provide application and technical support to internal and external customers as well as coordinate field support technicians scheduling.
  • Managed a team of technical support engineers in a fast-paced, technically demanding environment.
  • Improved customer relations and technical support.
  • Organize, prioritize and respond to calls and emails from clients requiring network, server, desktop and/or notebook technical support.
  • Provide level 2 and 3 Technical Support for 1,200+ users (including 300+ traders and four asset management funds).
  • Provided training and documentation to the Worldwide Technical Support staff on all aspects of HP's EDW Reporting layer.
  • Received 2 Bronze stars, 1 Silver Star and the Gold Star Awards for outstanding technical support.
  • Led business case development to articulate the technical support team's needs for personnel and other resources.
  • Started as the single point of contact for technical support issues relating to our U.S. customers.
  • Improved net promoter scores for Technical Support year over year ensuring customer satisfaction and repeat business.
  • Provided technical support to team members and client base overseas and the U.S.
  • Provide the highest level of internal technical support within the department.
  • Monitor the application performance and assist with technical support as required.
  • Provide technical support for CHCS application software for local CHCS administrators.
  • Offered technical support, troubleshooting computer problems & improving software.
  • Provided customer and technical support for company's digital dept.
  • Provision of end-user services, including technical support services.
  • Provide audio and visual and technical support for clients.
  • Work with vendors technical support organizations to coordinate troubleshooting process for all related troubles in a timely manner.
  • Provided technical support and tele-training to customer end-users of the Title Source II title information database.

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8 Technical Support Jobs

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3. Data Entry

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high Demand
Here's how Data Entry is used in Support Lead jobs:
  • Implemented cross RPC data entry capabilities resulting in enhanced disaster recovery, business continuity and allowing for RPC operations staff reductions.
  • Generate weekly research activity reports, data entry and PowerPoint presentations.
  • Completed supporting paperwork and data entry as required.
  • Support the implementation and monitors the operation of the data entry information to properly identify line losses the packaging lines team.
  • Supervised and follow up all data entry projects and daily workloads that's been processed and recorded to our mainframe systems.
  • Handled multifaceted clerical task (e.g., data entry, answer telephones, running reports, creating letters and memos).
  • Reviewed all data entry for administrative staff and reported all necessary updates and changes needed to management.
  • Assisted team with queries, data entry, report running, in the sales tracking system.
  • Promoted from data entry / customer service to technical and sales support based on performance.
  • Provided data entry services and support via e-mail, fax, and phone.
  • Assisted in ensuring 98% accuracy measure of our data entry team.
  • Provided data entry of research and distribution facts for skip tracers.
  • Perform data entry and indexing of information for Veteran PMR Requests.
  • Customized line layouts for G/L, A/P A/R / BA and CCA data entry and report displays.
  • Compass Group, The Americas Division Processed data entry documents into SAP.

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4. Entire Service Delivery

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high Demand

5. Windows XP

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high Demand
Here's how Windows XP is used in Support Lead jobs:
  • Worked as Post Support Lead for Distributor Migration project, migrating approximately 300 systems from Windows XP to Windows Vista.
  • Remedy Ticketing System, Windows XP, Altiris image deployment Console

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6. SLA

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high Demand
Here's how SLA is used in Support Lead jobs:
  • Partnered with the quality function to translate actionable field failure data into sustained product quality improvements.
  • Monitored regional mailboxes and respond to all e-mails inquiries within standard SLA's (24 hours).
  • Acted as a key contributor in the team to ensure delivery and SLA based production support.
  • Identified, researched and resolved 2nd level incidents in accordance with current standards and SLA's.
  • Ensured that the SLA's were met and served as a point of escalation.
  • Reviewed data schedule and make necessary changes to meet the customer SLA's.
  • Manage off-shore, outsourced vendor to an SLA and execution of critical situations.
  • Created and Coordinated execute schedule based on SLA's and contract commitments.
  • Make sure all the scheduled batches finished within agreed SLA.
  • Resolved NMCI tickets in accordance with contract SLA times.
  • Designed and developed inbound maps for ODBC translation.
  • Created an SLA for ticket resolution.
  • Solved tickets within the defined SLA.
  • Recovered failed Batch Jobs within SLA.
  • Provide data mapping document including data translations to SAP Technical team to support data conversion of Defined Benefits from Ceridian into SAP
  • Followed up on requests according to SLAs, log and tracked client requests using Service-Now Incident tracking tool.
  • Resolve the virtual tickets (VT) from ITResolver application and close the issues as per SLA.
  • Track the incidents to conclusion in line with SLAs and quality standards.
  • Follow SLAs on rectifying SIT and EPT deploy issues.
  • Resolved incidents and work orders within applicable SLAs.

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7. Pl/Sql

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high Demand
Here's how Pl/Sql is used in Support Lead jobs:
  • Developed Pl/SQL programs to automate database migrations, data generations and validations.
  • Design, development, and maintenance of applications written in PL/SQL, Oracle 6i forms, Oracle 6i reports and Unix.
  • Performed system analysis and design of RICE (Reports, Interfaces, Conversions, and Extensions) components using PL/SQL programming.
  • Created SQL scripts and written procedures using PL/SQL to load data from flat files into new tables.
  • Tuned ETL jobs/procedures/scripts, SQL queries, PL/SQL procedures to improve the system Performance.
  • Design and Develop generic loaders and extractors using Unix Shell Scripts and PL/SQL.
  • Developed PL/SQL Scripts to Load Data into the Interface Tables.
  • Worked on various issues that were critical as a senior resource Developed PL/SQL Packages, Procedures and trigger.
  • Build complex Queries, PL/SQL stored procedures and Oracle Packages to utilize in Informatica mappings.
  • Created Informatica mappings with PL/SQL Procedures/Functions to build business rules to load data.
  • Developed various ETL Programs using Informatica and Oracle PL/SQL.
  • Designed and developed interface architectures using PL/SQL and Unix Korn Shell code.
  • Utilized technologies such as: Informatica, PL/SQL, UNIX shell scripts, Cognos Impromptu reports and Cognos Cube.
  • Involved in migration of deliverables such as PL/SQL packages, LDTs, shell scripts, RDFs, RTF templates etc.

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8. Unix

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high Demand
Here's how Unix is used in Support Lead jobs:
  • Perform auditing on UNIX/Linux Servers for security compliance and monitoring.
  • Configured various services, devices as well as applications of UNIX servers and worked with application team to customize the environment.
  • Diagnosed & repaired MacOS & Windows configurations, trained on SCO Unix operations for PegaSys access control system.
  • Experience working with and supporting CA Technologies Workload Automation AE in with both UNIX and Windows environments.
  • Maintained seven SCO UNIX 3.0 Servers and 110 SCO UNIX workstations; kept secure network operational.
  • Used Windows, Unix, VMS, Linux, Windows Server on a daily basis.
  • Design and development of UNIX scripts for screen door validation for enhancements.
  • Install and configure Web Sphere Portal on AIX, UNIX and Windows.
  • Created the change management process for the UNIX/LINUX applications.
  • Solved Various Defects in Set of Scripts which executed through Teradata BTEQ, MLOAD, FastLOAD utilities and Unix Shell scripts.
  • Used newly deployed Enterprise Management Software to remove HP Openview software from production systems, Windows and Unix servers.
  • Implemented Windows NT4 solution replacing the SCO UNIX network with nine Windows based servers and 155 workstations.
  • Used Unix shell scripts and Perl scripts to automate and systemize the load process at nightly cycles.
  • Used Korn Shell UNIX for data transfer for integration project with PepsiCo.
  • Supported Windows and Unix systems in PXE/uEFI environments.
  • Create connectivity to sapr/3 legacy system by configuring sapfrc files and worked with Basis/Unix teams for required access to there systems.
  • Involved in the maintenance of the Web Sphere MQ/ Message Broker/ Workflow on different platforms like Unix/AIX/Solaris/Windows throughout all the environments.
  • Worked on incidents problem and change tickets related to AIX/Unix/Linux server Managing (adding/removing) disks partitions.
  • Integrated Informatica workflows with ESP scheduler (Mainframe based) with help of UNIX shell scripts.
  • Team 9 Technology Oracle, MicroStrategy, Informatica and Unix

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14 Unix Jobs

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9. Setup

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high Demand
Here's how Setup is used in Support Lead jobs:
  • Managed requirements collection, project setup and e-auction administration for raw material and indirect projects.
  • Qualify and setup business customers with appropriate account packages.
  • Supervised setups and provided and encouraged efficiency.
  • Configured AS2 setups using BizManager.
  • Configured Vendor Master definition and setup
  • Performed Peer QC review to ensure accuracy in user setups, database modifications, data deletions and database archives.
  • Managed vendor communication and server deployment team to implement fail-over working setup for the Good Mobile software.
  • Manage and setup all audio visual needs, regulate, update and service audio visual equipment.
  • End to end Setup of all the retail vendors in GIS & Sterling integrator 5.2..
  • Provided setup troubleshooting support for desktop, network, server, routers, and firewalls.
  • Coordinated Service-Now ticket setup for a project including self-service (Help Desk Online).
  • Schedule Town Halls & Expos, ensuring correct setup and presentation preparation.
  • Achieved 50% project setup reduction of $1.1B in projects annually.
  • Manage and setup TLS security between external customers.
  • Moved EDI setups (Maps, Custom Business process and Envelopes) from GIS 4.2 to SI 5.2.
  • Configured Inventory, sub-Inventories, locations, inventory organization setup, item templates creation and item categories.
  • Implemented SSH SSL Setup and maintained DNS Primary, Secondary, Cache-only servers, DHCP servers and DNS clients.
  • Worked on Hadoop Big Data BI Module job flow in Cloud computing setup using Amazon WebServices EMR approach.
  • Administered Salesforce setup functions for new users, roles, profiles.
  • Worked on AP Invoice workflow to setup AME rules, notification approval customizations and integration.

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10. Infrastructure

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high Demand
Here's how Infrastructure is used in Support Lead jobs:
  • Supported the Identity Management program with remote client site infrastructure setup and management.
  • Perform root cause analysis of infrastructure problems and develop resolution plans.
  • Oversee infrastructure upgrades, modifications and deployments.
  • Identified staff training needs for ongoing infrastructure changes; including development of test environment for Factory changes to production.
  • Interact with infrastructure, release management, change management, QA, DBA and application teams.
  • Work closely with Business Partners (Merchants and Issuer), Development teams and Infrastructure teams.
  • Manage the day to day responsibilities for Lotus Domino 8.5 messaging / Microsoft Exchange infrastructure.
  • Tested the enrollment, adjudication, and issuance of smart cards utilizing PKI infrastructure.
  • Worked as Systems Programmer with extensive experience in a Mainframe Z/OS Infrastructure.
  • Installed server rooms and cabling infrastructure for data and home AV.
  • Integrated a new server hardware vendor into the existing infrastructure.
  • Provide direct feedback on Infrastructure changes and enhancements.
  • Provide infrastructure support for new releases and deployments.
  • Train offshore resources on tools and processes Collaborate with other areas of support (infrastructure, source systems, etc.)
  • Provided support to one of the largest VMware infrastructures in North America, 120 ESX 4 hosts and 1500+ guests.
  • Supervised Application and Infrastructure support queues, monitoring, and after hours on-call to ensure Retail business maintained maximum uptime.
  • Lead a small infrastructure support team managing a multi-tier application and web hosting service for internal and external customers.
  • SUPPORT LEAD - Developed a service desk infrastructure to handle over 3.6 million users while maintaining scalability for growth.
  • Created jobs with shell scripts and used BMC Bladelogic server automation tool for various infrastructure and deployment processes.
  • Provided Infrastructure Support such as patch upgrade, infrastructure builds and installations for Documentum products.

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19 Infrastructure Jobs

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11. Phone Calls

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high Demand
Here's how Phone Calls is used in Support Lead jobs:
  • Placed outbound B2B phone calls for potential hospitality software sales to Management at Boutique/Luxury hotel properties.
  • Encourage a positive work environment while answering live questions for up to 60 agents working tickets or on phone calls.
  • Manage receptionist area, including greeting parents and responding to incoming phone calls and in person requests for information.
  • Answered phone calls, determined severity of issue and routed calls to the correct team(s).
  • Resolved escalated phone calls and delegated by using the escalation path and transferring to the managerial department.
  • Answer phone calls, take payments, handle customer issues, file paperwork, take care of reports
  • Help desk support involves Phone calls from 12 European countries, email communication and ticket creation/assignment/completion.
  • Place telephone calls to customers with open orders to verify status of accounts.
  • Reassured customer resolution by actively resolving each case via phone calls and/or emails.
  • Answered inbound and outbound phone calls for pick-up and delivery of merchandise.
  • Monitored and tracked inbound phone calls, and conducted performance reviews.
  • Monitor and evaluate the quality of inbound and outbound telephone calls.
  • Communicate via inbound and outbound telephone calls with consumers.
  • Monitor agent's phone calls for score card.
  • Directed phone calls to all areas of store.
  • Provide customer service via incoming/outgoing phone calls.
  • Greeted and handled phone calls from customers.
  • Take escalated phone calls for the teammates.
  • Communicated effectively with customers via phone calls, live chats and emails for Ecommerce retail store.
  • Provide Customer Support for the leaders of the company Work directly with Executive Consultants Answer phone calls and reply to emails

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12. Troubleshoot

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high Demand
Here's how Troubleshoot is used in Support Lead jobs:
  • Provided on site support and troubleshooting efforts for collectors using home retention applications.
  • Involved in analysis and troubleshooting of technical errors/non business errors in distributed applications.
  • Used computerized system for tracking, information gathering, and/or troubleshooting.
  • Trained Service Desk analysts on operational procedures and troubleshooting techniques.
  • Developed and submitted trouble tickets and performed troubleshooting as needed.
  • Task Sequence Tracking using ConfigMgr 2012 Reports and Deployment Logs Troubleshooting and remediation of Failed Deployments and User State Migration.
  • Deliver Instructor Led Training (ILT) Troubleshoot technical problems with CHCSII software in conjunction with the MTF technical staff.
  • Report, troubleshoot and monitor system issues or outages until services are restored (Levels 1 - 3).
  • Work closely with developers, systems administrators, and system users for advanced troubleshooting and issue resolution.
  • Handle level 3 desktop hardware and software configuration issues using tools and proven troubleshooting methodology.
  • Use Internal and External Microsoft knowledge base to troubleshoot and resolve technical issue.
  • Completed troubleshooting for various issues with wireless devices for agents and customers.
  • Perform security administration tasks; create, modify and troubleshoot user accounts.
  • Provide technical support for Mainframe production cycles jobs and troubleshoots issues.
  • Developed a Blackberry Troubleshooting guide for Tier one support members.
  • Team player, passion for learning/sharing knowledge and troubleshooting.
  • Support and troubleshoot remote access installations and issues.
  • Assisted newer technicians with troubleshooting on calls.
  • Trouble shooting such as remotely entering into a caregivers computer to troubleshoot or walk them through an issue/problem or a procedure.
  • Project management PC assistance, training, troubleshooting and problem resolution and software installation & training

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13. QA

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high Demand
Here's how QA is used in Support Lead jobs:
  • Provided QA time estimates including milestones based on requirements and specifications documents.
  • Collaborated with the ABAP developers and the QA team to develop and test new functionality and enhancements related to CATS.
  • Initiated all planning, charter, scorecards, test plan, QA for the entire operation.
  • Managed SDLC projects through Development, Testing (Unit, QA and UAT) and implementation.
  • Developed test plan, test case and scripts to test in UAT / QA environment.
  • Coordinate testing of required changes with Integration, QA Technical Support, and Cross-Functional teams.
  • Create monthly QA for all the portfolios serviced by the Bond Admin Dept.
  • Identified trending migration issues, and provided QA and follow-up to resolve them.
  • Welcome and guide out-of-county observers, guests, QA staff, etc.
  • Reported to the QA Manager with the daily status of the project.
  • Help business, wherever required, to QA test the defects.
  • Batch Status Reporting of Production, QA and development account.
  • Work closely with Developers, Director of Product and QA.
  • Attended weekly management meetings and QA calibrations sessions.
  • Verified testing & QA, STP, STD & IRS, SRS's requirements phases on government combat product deployed.
  • Migrated the code into QA (Testing) and supported QA team and UAT (User).
  • Worked with the QA team as well as Business Analysts to troubleshoot defects and customer complaints in a timely fashion.
  • Drafted and Executed IQ and OQs for TrackWise Modules (Audit Management and CAPA) in QA environment.
  • Access performance, QA for loans in default, imminent default, short sale/DIL, foreclosure.
  • Maintain QA and Dev Environments.

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14. Process Improvement

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high Demand
Here's how Process Improvement is used in Support Lead jobs:
  • Implemented BMC Remedy Incident Management process improvements and compliance auditing, including Remedy system upgrade and nomenclature definition.
  • Investigate root causes and worked with operations and senior management to established priorities and implement process improvements.
  • Directed key process improvement initiatives including configuration control, conformity, rapid prototyping, and flight reporting.
  • Contributed guidance to management and staff on regulatory requirements, audit concerns, and process improvements.
  • Developed a methodology for corporate performance metrics to drive improved organizational alignment and process improvement.
  • Implemented projects relating to service quality, process improvement and business continuity.
  • Service quality, process improvement, business continuity and communication.
  • Maintained office efficiency by planning and implementing process improvement protocols.
  • Identified process improvements and reported to management.
  • Identified and implemented production support process improvements.
  • Lead the team to process improvement including automation of manual processes and streamlining process and procedures.
  • Support to regular system refreshes - every 3 months, provide solutions for existing process improvements.
  • Implemented process improvements which reduced the total weekly SLA missing tickets from ~20 to ~5.
  • Perform SWOT analysis and I work on several process improvement projects to correct deficiencies.
  • Worked on the various enhancements activities, involved in process improvement.
  • Provide inputs for continuous process improvements within the software system.
  • Locate and define new process improvements through excel worksheets.
  • Process Improvement: Analysis, Implementation & Project Leader.
  • Contribute to process improvement initiatives, i.e.
  • Developed efficiency-enhancing workflow/process improvements, increasing sales productivity goals and decreasing unnecessary administrative tasks.

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6 Process Improvement Jobs

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15. Application Support

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average Demand
Here's how Application Support is used in Support Lead jobs:
  • Monitored capacity allocation required in performing application support as needed and escalate capacity shortage as required from the Delivery Lead.
  • Performed regular application support for P1 issues using documented incident management, problem management and change management processes.
  • Perform testing for application support and development related activities.
  • Managed application support team across Oracle applications.
  • Second level application support consisted of resolving application issues via phone and email support with US Department of State personnel.
  • Provided application support for Microsoft Exchange Server, Sun NIS and NIS+, and Proprietary Naval security and navigation software.
  • Played a key role as the project lead and single point of contact for the application support team.
  • Level 3 GBMS Application Support Provided Level 3 support for GBMS (Goodyear Business Management System).
  • Led the Advanced Application Support team for Rapid Application Development Project for a German bank.
  • Train offshore team to take on Transmission responsibilities of Customer Setup and Application Support.
  • Web Application Support Project involves Technical Support on Putnam Investment's web applications.
  • Be on a 24x7 rotation schedule to provide level-2/3 production application support.
  • Responded to Tier 2/3 level calls for database application support issues.
  • Follow the department's SDLC processes for application support and development.
  • Created application Run document as part of Application Support.
  • Established good working relationship with business users and provide application support.
  • Assist development team and QA team with deployment and application support Assist production support teams during production deployments.
  • Identify and implement process and system improves to drive efficiencies with application support.
  • Provided advance legacy application support for UDMIPS, FEDLOG, Citrix, Masterkey Plus, NALCOMIS, and Java.
  • Lead Helpdesk / Trainer / Application Support Group /user specific software including database management.

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14 Application Support Jobs

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16. Organization Management

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average Demand

17. Sales Floor

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average Demand
Here's how Sales Floor is used in Support Lead jobs:
  • Assist store leadership in ensuring that the sales floor is visually appealing, effectively merchandised and easy to shop.
  • Replenish merchandise to brand standards to ensure product is placed on the sales floor and available for purchase.
  • Walked the sales floor hourly to ensure ongoing customer service was provided in a safe and secure environment.
  • Placed new merchandise on the sales floor based on real estate needs and volume driving merchandise priorities
  • Assist replenishment team to move new merchandise to the sales floor and set according to standards.
  • Lead stocking team in unloading and processing of General Merchandise trucks to the sales floor.
  • Assisted customers within department, organized sales floor, and ensured sales floor was presentable.
  • Helped customers on the sales floor and at the cash wrap to drive sales.
  • Placed merchandise on the sales floor according to company's direction of sale.
  • Worked closely with Merchandising Supervisor to maintain backroom and sales floor standards.
  • Provided high level sales floor leadership during the highest annual sales period.
  • Inventory stock and place on sales floor or organize in back room.
  • Unloaded product from trucks, and stocked items on sales floor.
  • Participated in the replenishment of stock on the sales floor daily.
  • Pull and prepares merchandise to go to the sales floor.
  • Supervised coworkers and ensured proper maintenance of sales floor.
  • Identify replenishment opportunities throughout the sales floor.
  • Place new merchandise on the sales floor.
  • Supervised the support team on Organizing and Merchandising the sales floor Traveled to open new stores Assisted customers with merchandise selection
  • Process Online Orders Process Defective/Returned Merchandise & Reverse Logistics Maintain HazMat Area Lead Truck team Receiving/Unloading Shipments Process merchandise to sales floor

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31 Sales Floor Jobs

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18. Sharepoint

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average Demand
Here's how Sharepoint is used in Support Lead jobs:
  • Created and maintained training materials and provided educational sessions/one-on-one training for SharePoint.
  • Appointed as department Super User responsible for on-boarding new hires, designing and maintaining SharePoint site, and generating KPI reports.
  • Implemented CAML in custom C#.NET web parts to query and manipulated information from lists and libraries across SharePoint sites.
  • Executed the implementation of an ITIL based IET ticketing application using SharePoint 2007 and 2013 for documentation on TrueBlue intranet sites.
  • Experienced in developing tools that automate uploading and downloading data to and from SharePoint 2010 using web services.
  • Utilized SharePoint to log, report, test, approve and resolve trouble tickets.
  • Utilize wireless vendor sites as well as SharePoint for procurement of mobile devices.
  • Developed IT Service Catalog for all US IT Applications using SM9 and SharePoint.
  • Document existing and new processes, store processes on SharePoint for training.
  • Created weekly report of support activity using SharePoint Designer 2010.
  • Created process flows and knowledge documents using SharePoint.
  • Assist users in using custom SharePoint web parts.
  • Build and monitor SharePoint 2010 environment.
  • Constructed and administered sales SharePoint site providing a one-stop-shop resource, minimizing ad-hoc inquiries and data inaccuracies.
  • Used SharePoint designer 2010 for modifying page, creating workflow.
  • Created and maintain the My Work SharePoint page.
  • Document the process and environment details in sharepoint.
  • Used Sharepoint designer to fix Support issues in Sharepoint sites.
  • Supported different applications on different technologies like VB, asp.net, C#, Sharepoint, Biztalk, Onbase etc.
  • Led migration of content from Documentum eRoom to the Sharepoint site.

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19. HR

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average Demand
Here's how HR is used in Support Lead jobs:
  • Reward and recognize associates for their success through proactive strategic motivation, creating and maintaining a professional yet positive environment.
  • Advanced through positions of increased responsibility based on accuracy, customer relations, and leadership.
  • Conduct audits of documentation shredding and janitorial service quality.
  • Monitored agents on the phone ensuring they are performing within compliance thresholds using the real-time adherence tool and aspect director.
  • Assist with coordination of supplies with power and data through effective communication with the Field Support Project Manager.
  • Assisted in floor support for new hire classes within first two months of employment through promotion to PSTL.
  • Led 4 teams of 41 associates to represent the bank for litigated appearances throughout the continental US.
  • Delivered training both individually and through group classroom sessions with up to 15 employees in each class.
  • Worked with representatives throughout the regions in preparing Travel Batch Log Reports and enforcing proper procedures.
  • Work closely with Front office business to make sure all the trade flow through STP.
  • Designed synchronous Integration Broker web services to send and receive the information from vendor.
  • Helped drive approximately $25M in cost savings through sourcing activities for 2014.
  • Perform and follow through assigned tasks in support of the Material Group.
  • Managed one to three employees in the Housewares department at Macy's.
  • Provided development and support to Control-M jobs throughout the bank.
  • SAP Modules implemented are FI, FM, MM, SD, CO, HR, BI, PM and RE.
  • Develop service recipient's basic living skills (e.g., social, domestic, and hygiene) through instruction and encouragement.
  • Trained clinicians on how to create smartPhrases, preferences list and order entry.
  • Drive meeting with weekly finsup to go through all the items and identifying any improvements and KBs.
  • Provided Project Management services by leading clients through the entire systems development lifecycle.

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1 HR Jobs

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20. Incident Management

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average Demand
Here's how Incident Management is used in Support Lead jobs:
  • Worked with Problem Management and Major Incident Management team to improve communication and integration activities.
  • Implemented ITIL based incident management, change management and problem management processes.
  • Developed Major Incident Management Checklist.
  • Worked on effective incident management and problem management to achieve 100% response and resolution SLA for all the incidents.
  • Provided support for in-house WMS application which involve - Incident Management, Problem management and change management.
  • Managed Incident management and RCA for every issue assigned to team.
  • Reduced average service delivery time by 30% by re-designing, service fulfillment, change management and incident management workflow.
  • Chaired,conducted and participated in Incident management meetings, joint support development team meetings and team leads meeting.

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35 Incident Management Jobs

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21. ERP

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average Demand
Here's how ERP is used in Support Lead jobs:
  • Researched, presented and implemented new technologies to executive staff and eventually enterprise wide.
  • Performed Risk Assessment of Enterprise Infrastructure by troubleshooting network performance issues and security vulnerabilities.
  • Refined Business Partner Relationships maintained in legacy ERP and Service applications.
  • Communicated the department's mission to the enterprise and provided access to documentation by building the department's Share Point site.
  • Serve as ClinDoc Clinical Decision Support lead by leveraging Epic build expertise to evaluate, prioritize, and build Enterprise-wide CDS.
  • Planned, implemented, and documented Enterprise Infrastructure upgrade to handle future needs and to meet budget restrictions.
  • Created report responsible for tracking critical Key Business Element (KBE) for Enterprise Data Management policy.
  • Assisted in Administration of Google Apps via the Admin Console and BetterCloud Enterprise.
  • Create and distribute department communications utilizing PowerPoint, Excel and Word.
  • Ensured all programs complied with Enterprise and external policies and guidelines.
  • Provided technical leadership on Enterprise Infrastructure to staff as needed.
  • Balanced complex lab needs with enterprise security requirements utilizing Disaster Recovery planning, firewalled networks, bastion hosts and centralized patching.
  • Partnered with Communications Department to strategize communication plan and deliver enterprise wide communications related to training and department readiness.
  • Expedited processing check refunds for overpayments, duplicate payments, reimbursement of legal fees, erroneous payments and court order expenses.
  • Assisted Vice Presidents with interpreting bank policies, programs and policies and facilitated change management procedures.
  • Analyzed sales and operations to create action plans to turn-around underperforming sales.
  • Interpret and enforce fare rules, conditions and re-issues.
  • Executed automated outbound EDI 810 Invoices and EDI 856 ASNs from the ERP system.
  • Backed by excellent interpersonal skills and a commitment to customer service that has been described as second-to-none by employers.
  • Worked on Mcafee for Enterprise rollout as a Subject Matter Expert reporting status updates to Project Manager.

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4 ERP Jobs

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22. Staff Members

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average Demand
Here's how Staff Members is used in Support Lead jobs:
  • Trained and supervised staff members to support customer service requirements and production, while maintaining daily operations and troubleshooting.
  • Collaborated with other key staff members to ensure administrative, secretarial and logistical duties aligned with daily tasks/initiatives.
  • Lead for supportive living for the developmentally handicapped along with having responsibility of two other staff members.
  • Managed 7 support staff members in event operations for a university-wide Flu Vaccination Program.
  • Trained new Tier 2 staff members on properly communicating issues to customers and management, incident management, and proper troubleshooting.
  • Directed two staff members to create a fun and safe environment for the 30+ children enrolled in the aftercare program.
  • Supervised ten staff members by making weekly schedules, filling out time and gas logs, and passing client medications.
  • Increased annual Employee Engagement scores for 102 staff members from below average to highest in IHG Global Tech organization.
  • Trained all new administrative support staff members, and provided ongoing support in the development of my team.
  • Develop and implement methods for recruiting and training new staff members; supervise 3 Veteran Support Specialists.
  • Answer telephones and give information to students, take messages, transfer calls to appropriate staff members.
  • Trained and coached staff members on proper techniques and fundamentals of supporting individuals with disabilities.
  • Insured implementation of projects and programs for Air Force unit totaling 2,000 staff members.
  • Communicate with staff members for team focused, client centered services.
  • Presented data information to the faculty and staff members.
  • Supervised staff members of the security team.
  • Led 3 project staff members.
  • Helped complete scheduling for fourteen support staff members Helped manage and train Support Staff.
  • Answer multiline telephone and transfer calls to appropriate staff members.

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23. Active Directory

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average Demand
Here's how Active Directory is used in Support Lead jobs:
  • Added users and maintained system security, management of windows domain and active directory authentication and replication.
  • Administer Domain accounts utilizing Active Directory.
  • Performed network account setup and password reset using Active Directory technology (Security Groups, OU's, Shared Resources).
  • Managed Active Directory, Exchange, Anti-Virus, Backups, Remote Desktop, patches, fixes, and network troubleshooting.
  • Managed Active Directory Accounts i.e., group associations, folder access, password resets, and roaming profiles etc.
  • Create user accounts, add network printers to domain, create computer names and group policies in Active Directory.
  • Administered encryption, synchronization with Active Directory, and user accounts through McAfee Endpoint Encryption.
  • Experience with Remedy ticketing system and AC-IMAC asset reporting with administration of Active Directory clients.
  • Utilize Active Directory tools to manage the Testing Center and Center for academic success.
  • Assisted in the conversion to Windows 2000/Active Directory, and 10/100 Ethernet TCP/IP networking.
  • Executed Active Directory consolidation and Lotus Notes 5.0 - Lotus 7.0 upgrade.
  • Assign and deploy Software/Roles to users and objects in Active Directory.
  • Managed over 500 users within our OU in Active Directory.
  • Create new users utilizing Windows Active Directory and Microsoft Exchange.
  • Added new and moved current Clients into Active Directory and managed Domains/Reset Usernames/passwords upon request.
  • Perform daily software deployment via SCCM, Active Directory, Powershell, DNS, Actively participate in project teams as assigned.
  • Helped users migrate their data from Novell to Active directory Domain and replaced old workstations with new ones.
  • Worked strongly in Active Directory, and in Citrix (Server, Client Side).
  • Managed user account through Active directory and Novel Netware console.
  • Utilized Adaxes to update active directory accounts across multiple domains.

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24. Production Support Activities

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average Demand
Here's how Production Support Activities is used in Support Lead jobs:
  • Participate in on-call production support activities based upon documented support procedures.
  • Run production support activities for tactical solution.
  • Monitored Production Support metrics daily & trend tracking of all production support activities.
  • Managed the production support activities for Oracle interfaces.

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25. Suite

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average Demand
Here's how Suite is used in Support Lead jobs:
  • Provide support and maintenance on all Microsoft office suite applications and various other desktop applications such as Adobe and McAfee.
  • Assisted in the implementation process of the customer resource management suite to meet an aggressive 75-day implementation schedule.
  • Led a team of technical support engineers responsible for providing remote technical support for Oracle E-Business Suite customers.
  • Installed, configuring, and troubleshooting various software suites including Microsoft Office2000, 2002, and 2003.
  • Created multiple suite level build along with main build dependency using TeamCity.
  • Trained executive administrative staff on new technologies and MS Office suite.
  • Installed, configured, and troubleshot various software suites.
  • Generate documents using Microsoft Office Suite as needed.
  • Highlighted Accomplishments: Achieved expert level competency on Lotus SmartSuite and other applications.
  • Use LANDesk Management Suite to create images, software packages, and provisioning templates used for deployment campus-wide.
  • Collaborated across multiple departments to develop and roll-out CNS Seroquel XR Dashboard and CNS Seroquel XR Suite of Reports.
  • Installed, Configured and Administered Oracle Fusion Middleware SOA Suite 11g in Cluster in various environments viz.
  • Provided production support for an international, multi-currency, multi-ledger corporation with the entire suite of PeopleSoft Financials modules.

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26. SQL

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average Demand
Here's how SQL is used in Support Lead jobs:
  • Developed and enhanced new/existing PLSQL code as per technical and functional requirements.
  • Introduced GUI screens coded in Perl and SQL where users can access reports dependent on certain input parameters.
  • Prepared Reports using SQL and BridgeTrak, our ticketing system, for customers and upper management.
  • Write SQL queries to create various reports for business and/or application stakeholders for any production incidents.
  • Prepared Test regions create and load test data and generated Excel reports and SQL views.
  • Created stored procedures, views and user defined functions using PL SQL in Oracle 9i.
  • Performed Queries testing before Commit, modified Queries to predict future data using SQL+.
  • Maintain Access Database and queries using basic SQL commands and provide daily reporting.
  • Performed database driven monthly invoicing (against SQL db) and reporting.
  • Install and update SQL server databases and troubleshoot SQL related issues.
  • Developed HQL and SQL queries to do operations on Oracle Database.
  • Developed SQL queries to check the database.
  • Tune SQL queries fir better performance.
  • Redesigned various legacy jobs developed in PLSQL and Datastage to eliminate legacy data quality issues and maintenance issues.
  • Perform root cause analysis of recurring incidents by debugging Sybase TSQL objects and Perl batch processes.
  • Analyze the data using Sybase SQL queries, shell scripts and Excel sheets.
  • Compile reports via SQL and Excel both scheduled and ad hoc.
  • Executed SQL queries/procedures for database and backend testing.
  • Created SSIS package using VB.Net and SQL Server 2008 Involved in continuous process enhancements and value additions.
  • Developed primarily using ASP, JavaScript, VB6, VB .Net and SQL Server.

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10 SQL Jobs

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27. Business Requirements

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average Demand
Here's how Business Requirements is used in Support Lead jobs:
  • Gathered and analyzed business requirements from cross-functional client groups in an effort to optimize software applications.
  • Created Functional specification documents on various business enhancements and new developments based on business requirements.
  • Participated in the Business requirements gathering meetings with the end users/business people.
  • Reviewed business requirements and design documents to develop test scenarios.
  • Edited procedures and functions for improved business requirements.
  • Implemented and automated regression test scripts based on business requirements using Quick Test Pro (QTP).
  • Help the manager in prioritization of effort to resolve the most critical tickets as per business requirements.
  • Deliver new and complex high quality solutions to clients in response to varying business requirements.
  • Build complex SQL queries for various applications and modified reports to suit client business requirements.
  • Incorporated PeopleSoft methodologies and Architecture based on the business requirements, build organisational process into PeopleSoft vanilla.
  • Configured Integration Object and webservice for application integration as per business requirements.
  • Conceived the business requirements that justified the seven-figure purchase of Trane & American Standard s new warranty software platform.
  • DEFINE AND DOCUMENT CUSTOMER REQUIREMENTS Work with users to identify business requirements and specifications.

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28. Management System

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average Demand
Here's how Management System is used in Support Lead jobs:
  • Developed and maintained web services written in Asp.net to integrate into ImageRight Document Management System.
  • Plan and implement material flow management systems to meet production requirements.
  • Designed asset management system that improved support team productivity and methods.
  • Acted as Security Administrator/Developer of the Pershing NetX360 Entitlement Management System.
  • Review incoming contracts from repossession agents all over the country, processing the contract information into RDN data management system.
  • Set up new accounts in RDN data management system, maintaining all required information and communication between client and agent.
  • Partnered with Configuration Management team on PHP based build management system and to introduce new Defect and Ticket tracking system.
  • Supported the Customer Service Group with technical and order management system issues in both Oracle 10.7 and Oracle 11i.
  • Audited the computer input into the Medication Management System, and supported staff in effective and correct documentation.
  • Manage the opportunity management system (SWB) for 37 Countries, identifying opportunities and forecasting orders.
  • Understand the Exchange traded derivatives (Futures, Options) and Order Management system and support it.
  • Project: Wealth Management System HCL America is a leading technological company that handles multiple client projects.
  • Designed and built the Tape Management System for the sandbox systems.
  • Led 24x7 daily support for the COOL Document Management System.
  • Utilize performance management systems to coach and develop team members.
  • Coordinate training for management systems for JPL and Mission equipment.
  • Cash Management System & General Ledger.
  • Received Special Recognition Award for efforts in Edelivery Initiative and successful implementation of the NetX360 Entitlement Management System.
  • Generated and evaluated sales data reporting in Customer Relationship Management System (Salesforce).
  • Utilized and trained staff on Customer Relationship Management systems- Salesforce.com.

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29. Linux

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average Demand
Here's how Linux is used in Support Lead jobs:
  • Analyzed, designed, implemented and supported Linux (CentOS) proxy servers with browsing reports and PROXY user access policies.
  • Developed and maintained UNIX / Linux shell scripts to ensure smooth system operations and to facilitate critical reporting to security teams.
  • Administered and monitored tasks related to the support of Web Sphere Application Server (WAS) in Linux and Windows Environment.
  • Analyzed, designed, implemented and supported Linux (CentOS), Windows 2003 R2 file servers.
  • Designed and developed a tool which will extract logs from production Linux environments and create a report.
  • Improved application stability by writing UNIX / Linux shell scripts that had error correction and notification.
  • Created a web portal for monitoring of all the web services hosted on different Linux servers.
  • Worked on system capacity planning to support various online and batch traffic for Linux servers.
  • Handled All Application's migrations from AIX to Linux migration and Linux to Cloud migration.
  • Analyzed, designed, and Implemented Windows-Linux, SCO - Linux, Netware-Linux migrations.
  • Worked with Linux admins on automation of various alerts for system thresholds using HPOV.
  • Created queues and queue manager configurations on Linux server.
  • Worked on tickets troubleshoot, administer and performance tune AIX 5.1, Solaris 6,7 and 8, Red Hat Linux 3.
  • Maintain Inventory using Remedy Asset Management, write procedures, patch Solaris/Linux/AIX servers.
  • Developed and implemented the B.E.S.T system for school buses using Ubuntu Linux.
  • Compiled, maintained and upgraded documentation and printer drivers for Caf Linux 1.0 and 1.1.
  • Assisted in the development of Caf Linux 1.0 and 1.1 Linux distribution based on RedHat.
  • Trained 120+ users in Linux (Caf Linux and RedHat).
  • Created monitoring reports for Glassfish instances, MQ mangers on linux.
  • Provided support for Linux Mail server (Webmail.

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4 Linux Jobs

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30. Internet

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low Demand
Here's how Internet is used in Support Lead jobs:
  • Provide basic customer support related to services, including troubleshooting internet/phone issues and handling basic customer billing inquiries and payments.
  • Internet-researched, analyzed & compiled data for special projects/mailings, upcoming hotel & hotel/condo projects and projects under development.
  • Explained effectively and efficiently customers billing of Verizon voice and internet services.
  • Advise representatives on internet and telephony related issues to create the best customer experience, while arriving at the appropriate resolution.
  • Identify, report and maintain supervision over internet errors until a resolution was obtained by Air France / KLM departments.
  • Performed Tier 4 level profile modifications for the Secret Internet Protocol Router Network (SIPRNET).
  • Possess a well-rounded understanding of the processes and procedures related to the World Internet Origination network.
  • Assign, track and distribute leads from internal lead system and internet applications to sales staff.
  • Identify, prepare, pack, and ship merchandise for internet customers.
  • Upload data via wireless internet on a regular basis.
  • Lead tech for a small local internet company.
  • Answer telephones, handle mail and Internet requests.
  • Assisted frontline agents with technical and billing questions related to high speed internet, digital voice, and cable television services.
  • Trained and coached representatives on daily methods and procedures Processed service orders for digital cable, high-speed Internet and telephone service.
  • Contacted the companies for setting up new Dial up Internet Services, Web Design, Web Hosting and VOIP Services.
  • Cable modem internet access Level 3 support Utilize CSG software to troubleshoot connectivity issues for cable modem users.
  • Engaged in training and guiding students on unix, internet concepts, communication and personality development.
  • Manage daily reject internet PNR's queues, name changes, re-issues and protections.
  • Worked in Voice Over Internet Protocol, airline, telecom consultancy services processes.
  • Used IBM Websphere MQ for messaging between shared partners and the internet application.

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31. HCM

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low Demand
Here's how HCM is used in Support Lead jobs:
  • Headed Human Capital Management (HCM) group to investigate client issues and streamline processes.

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32. ETL

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low Demand
Here's how ETL is used in Support Lead jobs:
  • Identified, recommend and implemented ETL process and architecture improvements.
  • Defined and implemented ETL development standards and procedures.
  • Coordinated implementation and scheduled ETL software.
  • Designed ETL architecture and architecture documents.
  • Designed restart-ability through ETL processes.
  • Created and executed test cases and test scripts based on test strategy and test plans based on ETL mapping document.
  • Managed at team of 15 UNIX administrators, Oracle 11i DBA's and ETL developers for 24/7 production support.
  • Develop the audit, balance and control process which will enable the control on history of ETL job statistics.
  • Spearheaded Oracle RAC as strategic platform for manufacturing, and use of ETL tools.
  • Design and development of ETL objects (mappings, sessions etc.)
  • Implement automation, audit and alert strategies throughout ETL processes.
  • Established best practice and standard for ETL process documents.
  • Provided QA support for ETL testing process.
  • Supported and troubleshooted product ETL related issue.
  • Support and enhancements on ETL jobs.
  • Prepared High Level Design of Source Data Analysis, ETL Process flow, Error Handling, Re-startability and Auditing.
  • Enhanced Sales View I played role of an Analyst and ETL lead role for this Project.
  • Delivered multiple data migrations using SQL Server and DBAmp using a variety of ETL techniques.
  • Developed ETL code in the Reporting Layer Development team on the HP Neoview platform.
  • Created shell scripts to fine tune the ETL flow of the Informatica workflows.

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8 ETL Jobs

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33. TM

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low Demand
Here's how TM is used in Support Lead jobs:
  • Cooperated with Quality and Production management in formulating and establishing department standards, operating procedures, and goals.
  • Provided management assistance in the efficient daily operation of departments to achieve productivity and accuracy goals.
  • Ensured that inventory is performed accurately and with the utmost integrity.
  • Coordinated and directed administrative support functions for office and department.
  • Assisted Manager with departmental audit.
  • Promoted to assist manager of Billing/Collections Department with over 60 thousand active accounts and over 10 thousand collection accounts.
  • Assisted the marketing department in the updating of customer mailing and ship-to addresses in our AS400 order system.
  • Provided daily resolution to escalated sales and service issues with customer, distribution, and processing departments.
  • Collaborate with third party Arrow Global Asset Disposition in retiring of computers and redistributing within the departments.
  • Approved expense reports and maintained time and attendance records for entire department.
  • Schedule and transport individuals to all medical appointments and community sites.
  • Ordered the monthly office supplies for entire department.
  • Assisted managers with medical appointments and filing.
  • Completed treatment plans and graphs for patients.
  • Train business owners on corporate performance management technologies- IBM COGNOS Planning & IBM COGNOS TM1, CAF & GO-office.
  • Develop reports in Excel, Access and SQL to improve department workflow requirements.
  • Crossed trained within department to fill-in as needed and directed workflow activities.
  • Make sku adjustments based on shortages and overages, received from vendors.
  • Coordinate and maintain service recipient's schedule (e.g., doctor appointments, professional team apt.
  • Provide follow-up and performance feedback to both the maintenance staff and the department manager.

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34. CRM

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low Demand
Here's how CRM is used in Support Lead jobs:
  • Enter all leads into CRM database for potential business to include service, instrumentation, chemistry, and service plans.
  • Maintain and track detailed records for all customer interactions in our corporate CRM system (ZenDesk and SalesForce).
  • Designed and implemented a Customer Relationship Management (CRM) product to increase productivity of the product support operation.
  • Researched CRM software and offered recommendations for adoption in line with the company's needs and its growth.
  • Monitor the CRM Queue and resolve the tickets with high level customer satisfaction and adhering to SOX guidelines.
  • Implemented monthly Quality process, ensuring 100% data parity between Call Center CRM tool and VOICE.
  • Subject matter expert, coaching not only process support, but CRM's as well.
  • Provided clients with expertise, products, and services to streamline their CRM support application.
  • Utilize customer relationship management (CRM) systems to establish and resolve customer related concerns.
  • Led the functional specification, design, quality assurance and documentation of the CRM module.
  • Used e-clarify CRM tool for Ticket Tracking, Reporting and Analysis.
  • Documented Interface Agreements of XML between the CRM and IVR applications.
  • Landscape Designing of the CRM System in a 5 system Landscape.
  • Keep our CRM current and usable for accurate data mining.
  • Maintained records of all sales interactions using company CRM system.
  • Used ClarifyCRM to maintain production and non-production support requests.
  • Issued credits, charge backs, and refunds as appropriate Administration of Customer Relations Manager (CRM) applications.
  • Lead a team of 5 developers through 3 major PeopleSoft CRM Support customizations.
  • Create Oracle, iStore, CRM, iSupport users.
  • Initiate Client Relationship Management (CRM) process at of Soci t G n rale Corporate & Investment Banking.

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35. UAT

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low Demand
Here's how UAT is used in Support Lead jobs:
  • Assessed patient's safety and communicated status to licensed health professional as needed and in emergency situations.
  • Evaluated existing processes and created automated solutions to better support the business.
  • Assessed clients' financial situations to develop strategic financial planning solutions.
  • Exceeded overall expectations on annual performance evaluations 2 consecutive years.
  • Defused volatile customer situations calmly and courteously.
  • Evaluate and recommend standards and procedures for CHCS database administration to include interacting with local CHCS administrators within the NCA.
  • Prepared schedules, monitored attendance, and scheduled breaks as necessary to ensure adequate coverage of all phones queues.
  • Tested and evaluated core applications and hardware for compatibility with the Operating system prior to deployment for user.
  • Evaluated staff's success and areas of needed improvement, while offering guidance and support to achieve improvements.
  • Developed and executed the Test plan, test scripts and prepared test data for SIT and UAT.
  • Review and score their phone calls on a weekly basis, and provide adequate training as needed.
  • Process and perform ergonomic evaluations for employees in the facility as requested or needed.
  • Evaluate concerns and have weekly meetings with Sales and Customer Care management.
  • Assist UAT testers by way of real time global support.
  • Generated and supported SQL scripts for SIT and UAT.
  • Performed SIT and coordinated UAT with the Business team.
  • Evaluated consumer reports on a monthly basis.
  • Performed the schedule tasks whenever the Developers need Dev Builds, DEV2TEST, and TEST2UAT on their nightly specified time.
  • Provide vendor and contractor management service to Progressive Insurance including scheduling, bid review, and performance evaluation.
  • Evaluated the load of the specific application using jprofiler.

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36. PY

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low Demand
Here's how PY is used in Support Lead jobs:
  • Conducted symptom assessments and provided education, individual and family support of therapy.
  • Facilitated group therapy using psycho-social model and theories of group counseling.
  • Utilize client feedback from KAMPYLE tool to recommend and implement improvements aimed at or geared towards improving the customer experience.
  • Collaborated in the development and assisted the shipyard in the implementation of ESH Program Plan for ship class.
  • Decreased service calls while increasing productivity run time up to 80% by maintaining six copy machines.
  • Train staff of Development Assistants on new sales based operating model for philanthropy.
  • Receive incoming calls from instructors requesting desk and review copy's of books.
  • Created web scraping scripts in python to scrape databases for leads.
  • Generated prototype classes from copybook using RAD.
  • Diffused many situations involving unhappy customers resulting in retained business for the corporation.
  • Provide engraving services for ships and shipyard personnel as well as training for Navy personnel on Xenetech engraving machine.
  • Assisted with Treatment Plans, Supportive Therapy Plans, Admitting Pts, and building Smart Phrases.
  • Performed remote management of systems using Altiris, Carbon Copy, and PcAnywhere.
  • Performed PC/Laptop break/fix, installations, and upgrades Gained experience in identifying, removing, and protecting against spyware/virus infection
  • doctor visits, physical therapy, and professional team meetings) and recreational activities on a case-by-case basis.

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37. Production Issues

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low Demand
Here's how Production Issues is used in Support Lead jobs:
  • Function as backup Service Delivery Manager on production issues and ensure effective coordination/communication with stakeholders.
  • Provided functional expertise to business solutions and handled production issues.
  • Worked with the EDI contacts of trading partners and internal business users on setting up new transactions and troubleshooting production issues.
  • Supported the newly created Aftermarkets Area through management of production issues, part shortage resolution, and new part set-up.
  • Handled all the production issues and perform root causes analysis and supported the patch updates and SOX audits.
  • Installed major application releases and patches during regular maintenance windows and assisted with any post production issues.
  • Worked with DBA and network infrastructure teams to resolve critical production issues during weekend loads.
  • Participated in war room discussion to debug and fix the post production issues.
  • Provide warranty support after production release and handle any production issues within SLA.
  • Led group of functional resources to address post production issues Industry: Paper
  • Take proactive steps to resolve Production issues coordinating with other leads.
  • Resolved many of the production issues with minimal system downtime.
  • Train new team members and provide guidance on production issues.
  • Perform root cause analysis for production issues in the applications.
  • Root cause analysis for production issues and process failures.
  • Manage and resolve application break/fixes for daily production issues.
  • Break Fixes and Performance Enhancements for Production Issues.
  • Fix production issues and work on enhancements.
  • Assist Business analysts in resolving production issuesqueries.
  • Analyze data in an expeditious and meticulous manner to troubleshoot production issues related to pre charge off treatment strategies.

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4 Production Issues Jobs

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38. Daily Activities

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low Demand
Here's how Daily Activities is used in Support Lead jobs:
  • Assisted Customer Service Representatives with daily activities including escalated calls, time management, quality support, and goal expectations.
  • Job Responsibilities: Maintained and oversaw daily activities of group home for developmentally disabled adults.
  • Planned and lead daily activities for record research/review in documentary material.
  • Communicated regularly with parents about daily activities and behaviors.
  • Assist in the planning and implementation of daily activities designed to improve social skills and encourage the development of leisure skills.
  • Worked with all related teams in keeping the systems up and running and support users in their daily activities.
  • Assisted patients with Severe Mental Disability Illness and Developmentally Disabled with the daily activities, i.e.
  • Supported the Treasurer/Controller by maintaining records of daily activities of 110 checking and investment accounts.
  • Assist persons with intellectual and mental disabilities with daily activities of life.
  • Organized and created daily activities and crafts for 10+ developmentally disabled.
  • Informed parents of daily activities at the program.
  • Plan and execute daily activities.
  • Logged clients' daily activities.
  • Review progress notes and daily activities recorded in communication logs to ensure com;iance with all regulations.
  • Manage daily activities of workstream to ensure completion of critical path items.

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39. Direct Support

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low Demand
Here's how Direct Support is used in Support Lead jobs:
  • Demonstrate leadership skills in supporting other Direct support staff to encourage appropriate activity choices and divide tasks appropriately during shifts.
  • Provided direct support to developmentally disabled, consolidated support, and service plan participants.
  • Provide appropriate direct support to individuals with developmental disabilities.
  • Directed the efforts of assigned direct support staff to ensure active treatment and documentation requirements were met on a daily basis.
  • Direct support of the executive responsible for the New Account Acquisition Credit organization in the United States and Canada.
  • Lead Direct Support Staff is to assist persons with a disability lead an active life in our community.
  • Supply and Maintenance Platoon Leader of a Headquarters and Headquarters Service Battery of a 105mm Direct Support Battalion.
  • Direct Supporter and Lead Staff in assisted living working to guide mentally disabled adults with special needs.
  • Provide direct support to service representatives by assisting on the production floor and serving on Resource Line.
  • Direct support to Vice President of Sales & Marketing and staff of twenty sales representatives nationwide.
  • Mentor, train and re-direct staff in specific duties and responsibilities of the Direct Support Professional.
  • Provided direct support and trouble-shooting for Central Reservations Guest Service team of over sixty agents.
  • Direct support to individuals within the home and communicating with families concerning care plans.
  • Serve in a mentoring role for Direct Support Professional.
  • Provide leadership and direction for direct support staff.
  • Prepared menu plans for Direct support staff.
  • Direct Support Lead and to become a Coordinator: Working with individuals with high behaviors,and much more.
  • Direct Support Staff at day program and at residential homes in Joplin and Neosho.
  • Manage the Direct Support Staff which includes providing trainings, quarterly evaluations and daily guidance and supervision.
  • Direct Support Support female adults with their daily activities.

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40. Informatica

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low Demand
Here's how Informatica is used in Support Lead jobs:
  • Handled all Informatica Administration activities and BO XI Administration activities.
  • Developed Informatica mappings and tuned them for better performance.
  • Developed Informatica objects for the countries like USA, NL, Australia, Poland & UK.
  • Lead the ETL Informatica migration team mentored and trained new members of migration team.
  • Performed code migrations as part of weekly/Monthly Change request releases as Informatica Admin.
  • Involved in Mainframe design, development, support and Informatica support.
  • Performed Informatica upgrade from 9.5.1 HF3 to 9.5.1 HF4.
  • Used Informatica MDM for master data management.
  • Worked with flat files, Oracle and SQL server data sources to load data from upstream to RADAR Datamart using Informatica.
  • Prepared technical specifications to develop Informatica ETL mappings to load data into various tables confirming to the business rules.
  • Lead the BOXI production support from ONSHORE Setup definite and documented process for ETL Informatica migration.
  • Used Informatica and Datastage Designer to design ETL jobs to transform data in to Warehouse.
  • Project Profile #6: Project Name: Informatica Server Migration from 8.6 to 9.1
  • Worked on Ab Initio in order to replicate the existing code to Informatica.
  • Managed GRID setup for Informatica and shared storage for $PMRootDir.
  • Monitored the session logs/log files in Informatica Workflow Monitor.
  • Total flow is by using Informatica/Cognos.
  • Tool used Informatica Powercenter 9.1 Documented complete end-to-end table-level lineage for all RADAR Formal reports.
  • Worked on Teradata and its utilities - Multiload fast load through Informatica.
  • Used load balancer for performance improvement of Informatica workflows as suggested by Informatica Corp Global Support.

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41. DB2

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low Demand
Here's how DB2 is used in Support Lead jobs:
  • Designed COBOL, JCL, DB2 and CICS training curriculum for college recruits.
  • Developed Hogs and Dogs and DB2 table scans reports.
  • Support for 10 mainframe-based application involving CICS, COBOL, JCL, DB2, VSAM, Natural, ADABAS.
  • Provided application development and support in COBOL II, DB2, Easytrieve and JCL.
  • Deemed as the trustworthy DataStage and DB2 technical advisor by various client teams.
  • Implemented the reorg activities for BWA and DB2.

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42. OS

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low Demand
Here's how OS is used in Support Lead jobs:
  • Developed relationships and worked closely between both the business unit and operations to ensure operational goals were met.
  • Mentor and encourage mentally handicapped adults with regard to positive behavior reinforcement.
  • Report results regularly using Microsoft Excel.
  • Developed and deployed complex outsource processing (OSP) solution for material tracking between multiple OSP s/Consignments and Integration centers.
  • Provide direction, proper leadership to leads and employees to workload is efficient with cost effective results.
  • Achieved sales increase of 48% and a Gross Margin increase of 41.5% over prior year.
  • Conducted classes/ training sessions across the US, classes were usually up to 30-40 people.
  • Worked with a team to help generate revenue for private and public hospital systems nationwide.
  • Managed day-to-day travel schedules and notified all parties of cancellations, postponements and changes.
  • Identified and escalated legal contingencies that posed a risk to the bank and customers.
  • Assisted Nurses on how to create an addendum once a documentation is closed.
  • Recorded, scanned, and posted Batch Log Reports on the Travel websites.
  • Project Title MotoPDM - Mobile Devices Business Full Deployment and MDB Backlog Closure Team
  • Perform Flow Testing on SCBA and EBA using the Posi-Check 3 Equipment.
  • Work closely with the board on establishing communication channels between chapters.
  • Assist in teaching HAZMAT/DECON and OSHA training classes.
  • Ensured the execution and validity of supporting documents for trials, settlements, mediations, and depositions.
  • Attended trainings on how to improve staff cohesiveness and creating positive experiences for children.
  • Packed and shipped using Federal Express, UPS and DHL systems received inventory and inspected and disposed customer returned merchandise.
  • Provided end user support on Microstation, InRoads, Plantspace, AutCAD, Civil 3D, CadWorx.

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43. SME

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low Demand
Here's how SME is used in Support Lead jobs:
  • Developed and implemented therapeutic, instructional and skill assessment programs for autistic students in a classroom setting.
  • Performed lead qualification and established long-term client relationships via customer needs assessment and ongoing service evaluations.
  • Coordinated bilingual student assessments as required.
  • Provided comprehensive assessment and service planning.
  • Performed quality assurance assessments to measure accuracy, quality of service, compliance to rules and regulations, and professionalism.
  • Managed talent, and led the identification, selection, training, assessment and coaching of Customer Support professionals.
  • Involved in the Upgrade Plan for DEV, QA and Production environment and prepared the assessment document for it.
  • Ensured timely completion of staff training and development modules, Completed assessments and documentations for staff and clients.
  • Managed analysis and assessment, processed and reviewed Vendors contracts, invoices and support Customer projects through completion.
  • Work closely with Business analysts and SME's to meet release and build schedule deadlines.
  • Complete the assessment forms (questionnaire) on daily assessment visits.
  • Worked on multiple accounts with Ticket assessment on daily basis.
  • Developed patient care plans, including assessments, evaluations.
  • Gathered data for compliance self-assessments and COB.
  • Conduct risk assessment and develop mitigation plans.
  • Ensured accurate and timely documentation of assessments, service plans, re-certifications, annual reviews and direct and collateral contacts.
  • Manage oracle Support group from SME stand point Worked on Mexico electronic accounting mapping for reporting to Mexico government.
  • Completed assessments, progress notes, and goal sheets for assigned consumers in a timely manner.
  • Project Management MFG, Costing and Distribution SME Oracle Application [ ] (Multiple Projects)
  • Provided training to administrators and teachers on bilingual assessments, i.e., Pre -IPT, MODEL, WAPT, ACCESS 2.0

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44. Production Environment

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low Demand
Here's how Production Environment is used in Support Lead jobs:
  • Provide recommendations on improving the availability of reports and the stability of the production environments.
  • Confirm proper resolution with primary stakeholders and coordinated seamless implementation to production environment.
  • Staff augmentation role providing post go-live support of production environment.
  • Provided Tuxedo configuration changes for development and production environments.
  • Supported Non Production environment databases.
  • Led global implementation of applications in UAT and Production environments, as well as evaluation and testing of new releases.
  • Use of the tool in Pre-Production environments allowed for performance metrics and gauging the impact of code changes.
  • Worked in challenging 24/7 Production Environment which involves time sensitive Troubleshooting and Coordination with multiple groups.
  • Analyzed user experience in relation to reported issues in the Production environment.
  • Provided support for Fixed Price & Risk Applications running in Production Environment.
  • Experience in Imaging Windows 7 Virtual Environment for Non-Production environment.
  • Trouble shooting of process failures in Production and Non-production environments.
  • Handled and resolved high priority issues in production environment.
  • Maintained 99.9% Availability of production Environment.
  • Experience for the Non- Production environment.
  • Enhanced couple of existing Ant Scripts to build and deploy on dev, QA and Production Environments.
  • Involved in outage calls related to Siebel production environments and lead in front in resolving issues ASAP.
  • Coordinated the migration of software releases into test environments using inhouse procedures, and into the production environment using Endevor packages.
  • Have delivered a robust and optimized upgraded Siebel 8.x Siebel Production environment to MISO.
  • Configure Dev and Production environment for the MDM airwatch management 15.

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2 Production Environment Jobs

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45. XML

demand arrow
low Demand
Here's how XML is used in Support Lead jobs:
  • Experience in Sequencing and publishing applications, and working on OSD, SPRJ, SFT and XML files.
  • Pioneered the testing of the first XML partner connections, ensuring encrypted connections for clients.
  • Converted Lotus Notes Data to SharePoint Lists using XML and MS Access.
  • Involved in validating XML messages from external systems.
  • Used XML to interact with Oracle databases.
  • Operate as the main point of contact for XML questions, issues and set up.
  • Worked on PRM's on issues related to XML stage.
  • Worked closely with Bank of America for implementing ISO xml format for outgoing payments.
  • Utilized JSP/JSF/XML/XSL/Struts 2/JavaScript AJAX (Dojo)/DWR/JQUERY to implement rich web application clients.
  • Created test case generation tool which creates XML for Jmeter test.
  • Customized the login page and dashboards using style sheets and XML files.
  • Used EAI HTTP transport, EAI XML converter and EAI Siebel adaptors.
  • Delivered technical support from the initial connection to our .net web services through parsing the xml response.

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46. Problem Resolution

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low Demand
Here's how Problem Resolution is used in Support Lead jobs:
  • Maintained open and continual communication with the principals regarding requests and status of problem resolution.
  • Provided problem resolution for networks, telephony, satellite and audio-visual equipment and devices.
  • Identified discrepancies and executed problem resolution and provided support to all corporate/member offices.
  • Created a knowledge documentation to assist with possible future problem resolution.
  • Streamlined problem resolution process and increase customer satisfaction with support.
  • Locate resources for problem resolution and design best-option solutions.
  • Slashed support calls over 65% and reducing problem resolution times more than 80% processing more than 2500 calls monthly.
  • Traveled extensively worldwide providing on-site technology support, troubleshooting and problem resolution to company owner, CEO, Executives and guests.
  • Provided support and documented problem resolutions for batch and user issues via the IBM-TIVOLI INFOMAN and HP Service Manager databases.
  • Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
  • Worked with various internal teams to facilitate problem resolution and communicate with members' status.
  • Maintain all documentations for deployment, maintenance, upgrades, and problem resolution activities.
  • Led initiative that reduced annuity problem resolution median cycle time by 60 percent.
  • Assist to address application performance, tuning and problem resolution.
  • Served as a point of contact for problem resolution 3.
  • Provided thorough support and problem resolution for client.
  • Assisted VA PIV role holders and Local IT staff with second and third-level contact and problem resolution.

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47. VPN

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low Demand
Here's how VPN is used in Support Lead jobs:
  • Supported remote access for virtual private network (VPN), network computing device (NCD) and wireless communication of Laptops
  • Configured and Supported Apple Devices (enterprise email, network printing, accessing network drivers and VPN in Windows environment).
  • Configured VPN connections; trained end users to use the Cisco WebVPN to remotely connect.
  • Provide VPN Support for Sales Managers out on the road.
  • Network level 2 support including VPN, soft/hard token technologies.
  • Support and configure VPN client software.
  • Support of VPN clients as well as Citrix application environment.
  • Assisted users connected via VPN/RSA & Citrix.
  • Supported Nortel VPN, iPass dialer and RSA and Smart Card Security authentication Replaced field replaceable parts i.e.

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48. Acquisition Plans

demand arrow
low Demand
Here's how Acquisition Plans is used in Support Lead jobs:
  • Provided support to develop and document acquisition plans/strategies and acquisition procurement schedules.

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49. Monthly Reports

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low Demand
Here's how Monthly Reports is used in Support Lead jobs:
  • Coordinated Quality Improvement Activities to identify performance areas for improvement and process monthly reports.
  • Calculated independent appraisal usage and tallied for monthly reports.
  • Processed monthly reports for department performance.
  • Provided various monthly reports to manufacturers.
  • Completed and developed monthly reports.
  • Run daily, weekly and monthly reports tracking team workload and inbound request volume to be reported to Senior Leadership.
  • Maintained records as needed, chart progress notes, record daily activities in communication logs and generate monthly reports.
  • Assist the VP of Sales by producing monthly reports showing key performance indicators and overall product usage.
  • Delivered weekly and monthly reports to executive team, and managed feedback from customer base to developers.
  • Create monthly reports of issues showing: number of issues, daily volume, and issue type.
  • Completed weekly and monthly reports on excel spreadsheet, operated switchboard, delivered mail and packages.
  • Produce monthly reports and graphs for upper management, detailing system and data center performance.
  • Conducted daily, weekly and monthly reports that showed calls answered and missed per person.
  • Publish SLA, Job Status Reports and Production Support weekly/monthly reports.
  • Create daily, weekly, and monthly reports for all customers.
  • Prepare Individual Personal Plan monthly reports for all persons.
  • Involved in preparing monthly reports related to production efforts.
  • Provide weekly status reports and monthly reports to Support Manager.
  • Complete monthly reports, and budget by the 1st of each month .
  • Ordered laptops and all systems access for new hires coming onboard Sent out weekly surveys Ran weekly and monthly reports Data entry

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50. Autosys

demand arrow
low Demand
Here's how Autosys is used in Support Lead jobs:
  • Assisted with implementation/upgrade of AutoSys, troubleshoot errors, and documentation/procedures.
  • Automated some critical, data dependent, daily reports using Unix, Oracle Stored Procedures, and Autosys.
  • Utilized CA Autosys Scheduling engine to facilitate the batch cycle of the product.
  • Worked on Autosys Scheduling Tool for Scheduling and Monitoring of jobs.
  • Worked on Scheduled Automated batch processing(Autosys) Managed the Weekly production deployment including end to end checkout.
  • Designed and developed a jsp based portal which will monitor the CA autosys job status and disk space.
  • Used Autosys to implement the automation process for Datastage sequences, jobs and UNIX scripts.
  • Design Autosys scheduling scripts to schedule DataStage jobs and run then through Autosys scheduler.

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3 Autosys Jobs

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Support Lead Jobs

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20 Most Common Skills For A Support Lead

Customer Service

17.4%

Technical Support

9.7%

Data Entry

7.7%

Entire Service Delivery

6.8%

Windows XP

6.4%

SLA

5.9%

Pl/Sql

5.9%

Unix

4.0%

Setup

3.7%

Infrastructure

3.6%

Phone Calls

3.4%

Troubleshoot

3.3%

QA

3.1%

Process Improvement

3.0%

Application Support

2.9%

Organization Management

2.7%

Sales Floor

2.7%

Sharepoint

2.6%

HR

2.6%

Incident Management

2.6%
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Typical Skill-Sets Required For A Support Lead

Rank Skill
1 Customer Service 11.7%
2 Technical Support 6.5%
3 Data Entry 5.2%
4 Entire Service Delivery 4.5%
5 Windows XP 4.3%
6 SLA 4.0%
7 Pl/Sql 4.0%
8 Unix 2.7%
9 Setup 2.4%
10 Infrastructure 2.4%
11 Phone Calls 2.3%
12 Troubleshoot 2.2%
13 QA 2.1%
14 Process Improvement 2.0%
15 Application Support 2.0%
16 Organization Management 1.8%
17 Sales Floor 1.8%
18 Sharepoint 1.8%
19 HR 1.7%
20 Incident Management 1.7%
21 ERP 1.6%
22 Staff Members 1.6%
23 Active Directory 1.5%
24 Production Support Activities 1.4%
25 Suite 1.3%
26 SQL 1.3%
27 Business Requirements 1.3%
28 Management System 1.2%
29 Linux 1.2%
30 Internet 1.2%
31 HCM 1.2%
32 ETL 1.2%
33 TM 1.2%
34 CRM 1.1%
35 UAT 1.1%
36 PY 1.1%
37 Production Issues 1.1%
38 Daily Activities 1.0%
39 Direct Support 1.0%
40 Informatica 1.0%
41 DB2 0.9%
42 OS 0.9%
43 SME 0.9%
44 Production Environment 0.9%
45 XML 0.9%
46 Problem Resolution 0.8%
47 VPN 0.8%
48 Acquisition Plans 0.8%
49 Monthly Reports 0.8%
50 Autosys 0.8%
{[{skill.rank}]} {[{skill.name}]} {[{skill.percentageDisplay}]}%
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21,200 Support Lead Jobs

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