Summary
Overview
Work History
Education
Skills
Websites
References
Timeline
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Fredrique Bingley

Belleville,NJ

Summary

Dynamic and solutions-focused IT Manager with 5+ years of progressive experience leading help desk operations, optimizing end-user support, and driving IT service excellence across global teams. Proven track record of managing cross-regional IT support in fast-paced, cloud-first environments, including white-glove service for executive leadership. Skilled in macOS and Windows support, M365 administration, asset lifecycle management, and knowledge base governance. Adept at building scalable IT processes, leading team performance, and aligning technology with business needs. Known for a proactive, user-first mindset, strong documentation practices, and the ability to thrive in both hands-on and strategic roles.

Overview

9
9
years of professional experience

Work History

IT Manager - Americas

Sprinklr
New York, NY
07.2024 - Current
  • Led day-to-day IT support operations across North and South America, improving efficiency by 30% by overseeing incident resolution, hardware logistics, and end-user satisfaction.
  • Acted as the primary escalation point for Tier 1 and Tier 2 support issues, reducing ticket volume by 15% by coordinating cross-regional efforts for consistent service delivery.
  • Owned the onboarding process for the AMER region, enhancing employee experience, and reducing onboarding time through asset provisioning, credential creation, and shipping logistics.
  • Leading the rollout and governance of knowledge base adoption across the Americas, including metrics tracking, content audits, and stakeholder engagement.
  • Partnering with cross-functional teams to enhance the employee support experience, with a focus on onboarding, remote support, and asset lifecycle management.
  • Supported leadership in headcount planning and team structure assessments, and provided insight into the impact of staffing gaps on business continuity.
  • Led IT support operations across the Americas region, providing hands-on and remote support for Sprinklr’s global user base, including ELT and SLT staff, with a white-glove service approach.
  • Owned and led the end-to-end development of Sprinklr’s Internal IT Knowledge Base portal, streamlining article governance, launching user-facing content campaigns, and implementing analytics for adoption tracking.
  • Spearheaded the planning and technical setup of company-wide town halls, ensuring flawless AV configuration, conferencing tools (Teams, Zoom), and on-site support for global communications.
  • Implemented strategies for improving customer service levels through enhanced use of technology.
  • Identified opportunities for cost savings through improved efficiency in IT processes.
  • Globally managed several satellite IT locations, maintaining secure and operational corporate infrastructure.

Service Desk Manager

Lincoln Center for the Performing Arts
New York, NY
10.2021 - 07.2024
  • Minimized system downtimes and delays by proactively monitoring IT systems and resolving issues before they impact the center's daily operations and productivity.
  • Upskilled, trained, and mentored five junior IT technicians on company and operational procedures, equipping them with transferable skills and knowledge to provide reliable IT support to over 300 users.
  • Lead Manager of all Active Directory assets involving 500+ user accounts and devices, ensuring accurate and secure management of personal and organizational data, and enhancing overall system efficiency.
  • Directed a team of six IT support technicians, effectively assigning tasks to promote collaboration and prompt issue resolution.
  • Accelerated issue resolution by 30% through a new ticketing tracking system, streamlining the center's workflow processes, IT helpdesk, project management, and various service-oriented tasks.
  • Assisted seven agents during complex and challenging client issues, leveraging technical skills and expertise to resolve technical issues, and maintain high-quality customer service.
  • Authored several IT guides, knowledge base articles, and documentation to facilitate frictionless staff onboarding, support new hires, and experienced staff members, and foster knowledge sharing.
  • Developed and improved Lincoln Center's onboarding process for new hires by collaborating with the People Team and Business Application Team to create a new, streamlined process of setting up user accounts.
  • Improved enduser satisfaction by delivering reliable technical support to customers and stakeholders, swiftly diagnosing, and responding to incoming technical issues.
  • Managed asset transitions and movement with meticulous attention to detail, while ensuring contract requirements were met with minimal operational disruptions.
  • Ensured all incidents were resolved within the agreed SLA timeframes.
  • Conducted regular reviews of service desk procedures and policies to ensure compliance with industry standards.
  • Organized training sessions for new team members to ensure they had the necessary skills to perform their duties effectively.
  • Worked closely with vendors to ensure timely delivery of hardware and software solutions.
  • Identified trends in customer queries which allowed us to proactively address potential problems before they arose.
  • Served as a liaison between departments within the organization in order to facilitate communication about IT-related matters.
  • Participated in weekly meetings with internal stakeholders in order to discuss any outstanding service requests or issues.

Customer Product Specialist

DFIN Solutions
04.2019 - 10.2021
  • Translated technical jargons and complex product specifications to non-technical audiences and stakeholders, achieving sales targets and enabling effective product promotion and customer support.
  • Provided seamless issue resolution, demonstrating strong analytical and problem-solving skills in breaking down and evaluating user problems through a variety of test scripts, technical aptitude, and probing questions.
  • Collaborated with 3 members of the software development team in identifying and addressing errors and bugs in 10 newly released software, accelerating project launches and saving time and money.

Delivery Experience Specialist

Tesla
01.2018 - 02.2019
  • Met and exceeded store goals for cars delivered every quarter.
  • Contributed to convenient vehicle delivery experience by maintaining efficient store schedules in-store and home delivery and ensuring seamless logistics for all customer delivery appointments.
  • Cultivated and maintained excellent customer service by guiding key clients through the process of setting up their Tesla accounts and effectively resolving vehicle and account-related concerns in-house.
  • Ensured optimal vehicle delivery by completing all tasks related to vehicle prep, load inspection, and final delivery.
  • Met compliance with legislative and company requirements, preparing and meticulously proofing contracts and required documentation for car pick-up and delivery to mitigate litigation risks.
  • Enabled accurate reporting by maintaining detailed records of mileage, deliveries, pickups, and client issues.
  • Maximized the client's ownership experience by providing comprehensive training on car features, in-house system functionality and control system navigation.

Assistant Store Manager

Kneipp
10.2016 - 01.2018
  • Assisted management teams in planning and executing short-and long-term store goals to maintain business growth success and achieve key performance indicators.
  • Minimized stockouts and maximized sales opportunities by overseeing end-to-end shipment processing, ensuring accurate inventory levels and timely product replenishment.
  • Trained and recruited 8 associates, uplifting store efficiency by cultivating a high-performing team through in-house coaching programs on sales, product knowledge and customer service skills.
  • Contributed to a cohesive and motivated work environment by conducting regular team meetings to align business goals, communicate service-related expectations, and foster store-wide collaboration.
  • Saved company money and achieved budget targets by closely monitoring, tracking, and controlling expenses, ensuring inventory counts fall within monthly tolerance levels, and maintaining accurate levels.
  • Optimized operational efficiency by effectively managing shift rosters, ensuring proper staffing levels at all times.

Education

High School -

Parkway West
Philadelphia, PA

Skills

  • IT Support & Service Desk Operations
  • Hardware/Software Installation & Troubleshooting
  • Application & Endpoint Support (macOS, Windows, M365)
  • Asset Lifecycle Management
  • Employee Onboarding & Offboarding
  • Active Directory & Identity Management
  • Knowledge Base Development & Governance
  • IT Support Management & Team Leadership
  • Cross-Functional Collaboration
  • Incident & Problem Resolution (Tier 1,2 & 3)
  • Process Improvement & Change Management
  • Vendor & Stakeholder Management
  • IT Budgeting & Procurement Strategy
  • ITIL Framework & Service Delivery
  • IT Compliance & Risk Management
  • Project & Documentation Management
  • JAMF, Intune, ServiceNow, Azure AD, Meraki

References

References available upon request.

Timeline

IT Manager - Americas

Sprinklr
07.2024 - Current

Service Desk Manager

Lincoln Center for the Performing Arts
10.2021 - 07.2024

Customer Product Specialist

DFIN Solutions
04.2019 - 10.2021

Delivery Experience Specialist

Tesla
01.2018 - 02.2019

Assistant Store Manager

Kneipp
10.2016 - 01.2018

High School -

Parkway West

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Fredrique Bingley