Vincent Toscano
CAPE CORAL,FL
Summary
Adaptable, people-focused leader seeking a long-term role where strong customer service, team leadership, and problem-solving skills can be used to support teams, exceed customer expectations, and contribute to lasting organizational success.
Overview
12
12
years of professional experience
Work History
Service Desk Supervisor
NeoGenomics
01.2019 - Current
- Built, trained, and led a high-performing service desk team.
- Served as the primary escalation point and technical authority for complex and high-impact issues.
- Drove efficient problem resolution by guiding technicians through structured troubleshooting and best practices.
- Set clear expectations with stakeholders and users to ensure consistent, high-quality support experiences.
- Provided leadership coverage for critical incidents, including on-call support for proprietary systems.
- Managed a service desk of 20+ employees, overseeing performance reviews, coaching, and professional development.
- Established and reinforced standards for end-user support across software, hardware, and network environments.
- Oversaw testing and validation of workstations and devices to ensure security, stability, and performance.
Service Desk Technician
NeoGenomics
11.2017 - 01.2019
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Developed and implemented preventive maintenance procedures.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
Manager
Pets First Supply
01.2016 - 11.2017
- Led the launch and regulatory approval of two warehouse facilities, ensuring full compliance with Department of Health, Florida Drug Administration, and Fire Marshal standards.
- Managed day-to-day warehouse operations, inventory controls, and regulatory compliance using QuickBooks and warehouse management systems.
- Experienced pharmaceutical distributor supporting a veterinary supply organization.
Veterinary Technician/ Customer Experience Manager
Pets First Animal Hospitals
01.2014 - 01.2016
- Managed busy daily medical caseload, ordering of OTC and Rx products for clients, maintained inventory, administered vaccinations and assisted veterinarian (general practice to surgical skills).
- Lead staff on exclusive contract negotiation with largest client.
- Lead staff on sales coaching for wellness programs (600+ sold in 12 months).
Education
Some College (No Degree) - Sports Journalism
Florida Southwestern
Fort Myers, FLSkills
- ITILL v4 Certified
- Microsoft Azure Certified 2018
- CompTIA A Certified
- Shipping & Receiving
- Google Docs
- Microsoft Office
- Quiet Confidence
- Delivers Results
- Relationship building
- Classic expertise
- Execution
- Customer Service
- Calm under pressure
Timeline
Service Desk Supervisor
NeoGenomics
01.2019 - Current
Service Desk Technician
NeoGenomics
11.2017 - 01.2019
Manager
Pets First Supply
01.2016 - 11.2017
Veterinary Technician/ Customer Experience Manager
Pets First Animal Hospitals
01.2014 - 01.2016
Some College (No Degree) - Sports Journalism
Florida Southwestern