Robert Ingrassia
Sewell,NJ
Summary
Seasoned Service Manager bringing 29 years of Help Desk experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
20
20
years of professional experience
Work History
Service Desk Manager/Customer success Manager
NFP, INC
02.2018 - Current
- Oversee 100% of the requests, and incidents
- Coordinates urgent and complicated support issues
- Function as escalation point for all requests and incidents
- Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization
- Determine root cause of issues and communicate appropriately to internal and external customers
- Train, coach, and mentor Service Desk Specialists (Level 1/ 2) including career development
- Oversee staff activities
- Builds/obtains (from other departments) training material for support staff
- As needed, schedule employees working times and provide backup support
- Interact with internal and external customers
- Responsible for the support of eight thousand users across the US, Canada, and UK
- Manage Customer Success program
- Measuring Customer Satisfaction Survey scores, Service Desk Agents Call audits, and Secret Shopper Program, Provide feedback to Agents
- Increased Customer Satisfaction Scores from 4.1 to 4.9 from Oct 2022 – Dec 2023.
Computer Technician
Eastport Southmanor Schools
10.2015 - 11.2017
- Respond effectively to hardware and software technical support requests from faculty and staff
- Central point of contact for all the hardware and software support for all Special Educations IPADS, PC’s, Laptops, and printers
- Responsible for upgrades and rollouts
- Upgraded from Win 7 to Win 10 and rolled out MS-office 365.
IT Support Analyst
Al jazeera America
09.2014 - 10.2015
- Setup, configure and maintain users’ accounts, distribution groups and handling password issues
- Assist in writing manuals and documentation
- Communicate effectively throughout the lifecycle of incident/Request with proper handover and escalation procedure using the ITSM tool
- Provide technical support services to cover events inside and outside the country.
IT Support- MANAGER
ITS/Northshore-LIJ Hospital
07.2006 - 10.2013
- Installer – Installed, configure, and maintain operating systems, devices, and printing services following Hospital standards
- Project work – Responsible for the rollouts of computer on wheels, Wyse thin clients, memory upgrades, Etc
- Hardware Manager – Conduct annual staff performance and ongoing performance development activities to ensure all staff are technically proficient and excel in customer service
- Hardware Manager – Oversee scheduling, prioritization and timely completion or service calls, work orders and projects
- Hardware Tech – Hardware repair of laptops, desktops, printers, and peripherals
- Managed call flow and responded to technical support needs of customers.
IS Coordinator
Beebe Medical Center
02.2004 - 07.2006
- Provided technical leadership and analysis for development and maintenance of computer systems in support of users in meeting key business objectives
- Functioned as a liaison between departments for system application related requirements
- Coordinated teams work assignments and work schedules, while guiding and monitoring work performance
- Monitored and maintained Helpdesk ticket queue, dispatched technicians to user locations
- Maximized the departments personnel development through training opportunities, rotational assignments, coaching and mentoring.
Education
High School Diploma -
FK Lane HS
Brooklyn, NY06.1983
Skills
- 29 years of IT experience in helpdesk, helpdesk management, tech support, desktop, and computer technician
- Energetic performer consistently cited for unbridled passion for work, sunny disposition, and upbeat cheerful outlook
- Highly motivated self-starter who takes initiative with minimal supervision
- Resourceful collaborator who excels at building trusting relationships with customers and colleagues
- Skilled in proactive problem-solving, customer advocacy, and cross-functional collaboration to ensure exceptional service delivery
- Adept at analyzing customer feedback to drive product improvements and enhance overall customer experience
- Recognized for a strong commitment to customer-centric approaches and achieving measurable results in diverse industries
- Customer Service Orientation
- Attention to Detail
- Process Improvement
- Adaptability
- Excellent Communication
- Quality Assurance
- Analytical Thinking
- Critical Thinking
Timeline
Service Desk Manager/Customer success Manager
NFP, INC
02.2018 - Current
Computer Technician
Eastport Southmanor Schools
10.2015 - 11.2017
IT Support Analyst
Al jazeera America
09.2014 - 10.2015
IT Support- MANAGER
ITS/Northshore-LIJ Hospital
07.2006 - 10.2013
IS Coordinator
Beebe Medical Center
02.2004 - 07.2006
High School Diploma -
FK Lane HS
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