Michael Ingignoli

Senior Team Lead @Zones, LLC

Oversee the delivery of customer service and issue resolution for both Apple & PC hardware and software customers while utilizing ServiceNow as a ticketing system and knowledge base. • Provide dynamic and comprehensive leadership to a high-performing team of 20 service desk agents within a 24/7/365 support environment. • Draft and prepare detailed ServiceNow reports and dashboards. • Serve as the primary escalation point for L1 & L2 issues, including critical & high-priority incidents. • Ensure optimal quality and operational excellence by reviewing tickets and agent performance during monthly reviews; provide recognition and identify opportunities for coaching. • Promote the development of a positive and knowledgeable work environment by training new hires. • Maintain responsibility for ensuring compliance with JAMF, Microsoft, Cisco, Google, Windows, Apple tools, and resources for new hires. • Manage and maintain internal training documentation and a living knowledge base for 20+ distinct customer environments. • Align objectives and bridge communications with project managers, sales teams, account managers, and team leads to define and implement quality processes and achieve SLAs. • Leverage strong interpersonal and communication skills to provide outstanding customer service. • Generate daily, weekly, and monthly performance metrics for customers, with analysis on ticket volume, average time to respond, resolution time, and agent performance.