Desktop Support Customer Service

David Fosco

Melrose Park, Illinois, Illinois • 708-***-**** • ****.*****@*****.*** • linkedin.com/in/davefosco Resourceful IT Manager and Professional

Seasoned IT professional with over 20 years in computer science, specializing in providing comprehensive support for B2B product implementation and utilization. Skilled in incident reporting, remote support tools, and tooling, with proficiency in supporting applications such as Adobe Creative Cloud, Atlassian, AWS, Canva, DocuSign, Dropbox, Google Workspace apps, Microsoft Azure, Mailchimp, Microsoft 365, Slack, Zendesk, and Zoom. Adept at leading teams to improve customer satisfaction in a matter of months. Hands-on experience across a wide range of operating systems, including Windows, Linux, and macOS. Proven leadership in guiding technical support teams to deliver exceptional customer service and streamlined IT solutions. Skilled in managing tiered support structures, maintaining comprehensive helpdesk knowledge bases, and leveraging performance metrics to drive continuous improvement. Demonstrates a strong foundation in networking, with working knowledge of Microsoft 365 Azure environments, Cisco networking topologies, and ITIL 4 service management principles WORK EXPERIENCE

Visum, LLC 03/2024 - 03/2025

Customer Service and Support Manager • Full-time Minnesota

• Provided advanced Level 1 and 2 technical support to clients, leading a team of agents to achieve 95% customer satisfaction within 6 months through effective training.

• Streamlined tiered support processes, achieving 98% SLA compliance within 6 months by implementing effective queue monitoring and triaging strategies.

• Established a structured documentation process for support cases, ensuring timely follow-up and resolution, which significantly improved team efficiency and client trust.

• Monitored team performance metrics daily, leveraging KPIs and establishing SLAs to improve software quality, delivery performance, and team efficiency.

• Established a comprehensive documentation process for support cases, significantly reducing resolution times and enhancing team collaboration, leading to improved client trust. Producers National Corporation 04/2022 - 02/2024

Manager of Applications and Support Illinois

• Provided in-house Level 1 & 2 leadership and technical expertise while managing call center agents in a 24x7x365 environment, ensuring adherence to service excellence standards.

• Led cross-functional collaboration to resolve complex technical issues, significantly improving customer satisfaction and team communication within 6 months. Connection Inc 10/2021 - 04/2022

Helpdesk Supervisor Schaumburg, Illinois

• Led a team of Level 1 & 2 support agents in a 24x7 environment, achieving 95% SLA compliance within 6 months through training and performance monitoring.

• Facilitated timely resolutions for SEV1 incidents by coordinating escalations and conducting Root Cause Analysis, enhancing team efficiency within 3 months. Credit Union 1 04/2021 - 10/2021

Software Support Supervisor Lombard, Illinois

• Provided technical leadership by hosting monthly/quarterly customer service reviews, coordinating support transitions from project teams, and performing Root Cause Analysis (RCA) for SEV1 incidents.

• Managed and supported key systems, including O365 for Active Directory, Azure, and Exchange maintenance, alongside providing technical expertise on Microsoft Azure Single Sign-On (SSO) integration.

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WAVSYS/Connection/Children's Hospital Of Philadelphia 08/2020 - 04/2021 Helpdesk Manager Chicago, Illinois

• Remotely managing a 25,000 end-user Office 365 migration, EPCS, PING, and Imprivata implementation to enhance end-user and provider services.

• Obtained real-time analysis through instant ACD reporting EDUCATION

CCNA in Networking

National Able Chicago • 03/2025 - 07/2025

Microsoft Endpoint Administrator in Networking

National Able Chicago • 03/2025 - 07/2025

ITIL 4

National Able Chicago • 03/2025 - 07/2025

Novell & NT Network Engineering Certificate

Triton Community College Triton Community College

Novell and Windows Certifications

Computer Learning Center Computer Learning Center

Computer & Sound Engineering

Columbia College Chicago Columbia College Chicago

CERTIFICATIONS

CCNA: Introduction to Networks from Cisco 02/2025 - 04/2025 VOLUNTEERING & LEADERSHIP

Children's Miracle Network Association

Children's Miracle Network Association

Donating entertainment to the foundation for fundraisers at music venues throughout the Chicagoland area

Jam for Autism Awareness

Jam for Autism Awareness

Donating entertainment to a two-day music festival to raise money and awareness to the Autism Society of Illinois. 40 bands on 4 stages, vendors, food, a Kid's Zone, Drinks, and a whole lot of fun and for a great cause annually at the Round Lake Beach Cultural and Civic Center. SKILLS

Access Control, Acting, Active Directory, Analytical skills, Asset Lifecycle Management, Asset Management, Asset Optimization, Asset Procurement, Asset Reconciliation, Asset Tracking, Asset Utilization, Azure, B2B, CCleaner, Cisco Cloud Routers, Collaborating, Customer Satisfaction, Customer Service, Desktop Operations Management, Documentation, Drive, Dropbox, Email, Emergency Management, Freshdesk, Full Lifecycle Project Management, Group Policy, Helpdesk Management, Helpdesk Support, HP Thin Clients, iCloud, Incident Management, Interviewing, ITIL, IT Management, IT Support Management, Knowledge Base Management, Leadership, Office 365, Ownership, Problem-solving skills, Process Documentation, Remote Support, RingCentral, Root cause, Root Cause Analysis, SaSS, SLA Establishment, SLA Management, Strategic Planning, Systemics, System Migration, Team Management, Team Mentoring, Technical issues, Training &Coaching, Trend Analysis, Troubleshooting, Vendor Evaluation, Vendor Negotiation, Vendor Relationship Management, Windows 10, Zendesk, Zoho One

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