Customer Service It Support

Vincent Capuano ********@*****.***

412-***-**** McKees Rocks, PA https://www.linkedin.com/in/vincent-capuano-08a30b151/

Professional Summary

Results-driven IT professional with over three years of extensive experience in service management and support at Wipro. As a ServiceNow Lead, I excel in overseeing and mentoring offshore IT teams, ensuring exceptional customer service, and driving incident management processes for effective issue resolution. I’m passionate about creating and organizing comprehensive training materials to enhance technical skills for both staff and end-users, fostering a culture of collaboration between support and application development teams. With a commitment to continuous improvement and customer satisfaction, I am dedicated to delivering high-quality IT solutions that optimize operational efficiency.

Work Experience

IT Support Consultant for Fed Ex through Wipro Unlimited Pittsburgh, PA

[Service Now level 2 lead] 3/29/21 to present

●Recognized with the Flag Bearers Award for exemplary stewardship during high-stakes bridge calls, ensuring prompt and effective issue resolution to minimize operational disruptions.

●Developed a comprehensive knowledge article library and training programs for an offshore team of 32 members, standardizing processes for handling incoming calls and monitoring trends to preempt potential system-wide issues.

●Designed and implemented Splunk alerting systems and dashboards for proactive application health monitoring, enhancing system reliability and reducing downtime.

●Utilized Back Office BI reporting to analyze application performance and streamline decision-making processes.

●Provided technical support for a range of applications integrated with Active Directory and Linux environments, ensuring seamless user access and system functionality.

●Delivered expert-level support for Windows 10 and 11 environments, leveraging Microsoft Office 365 to optimize user productivity and software troubleshooting.

●Led and coached team members in using ServiceNow for effective ticket management, prioritization, and escalation of critical issues.

Damico Bros inc. Pittsburgh, PA

[Executive Chef and owner] November 2019 to March 2021

●Remodeled and opened our flagship location and 2 other locations in Pittsburgh within budget, doubling the locations’ value with minimal investment.

●Created intellectual property ranging from menu concepts and dishes to literature about dining experiences growing the banner and brand of our restaurant group.

●Managing several locations remotely, handling all human resources duties, marketing, department of health standards, renovations and repairs and maintaining the groups profit and loss statements.

Education

[California University of Pennsylvania, now PennWest] [California, Pennsylvania] Bachelor of Arts in Psychology 2010

Additional Skills

Incident management Customer service Training and Development

Conflict resolution Empathy Problem-solving

Contact this candidate