Luciano Faugno

About Luciano Faugno

Future Global Head of Technology Support | Manager, US IT End User Services | ServiceNow Automation, Offshore Team Leadership.Over my years working directly for Hedge Funds, I’ve learned that my work ethic, resilience, and focus on customer service are what drive results. I’m committed to operating at a high level, continuously improving how technology supports the business, and raising the bar for service quality.I’ve led global office technology and end-user setups across multiple regions, standardizing hardware and support processes while delivering on-time, cost-effective buildouts. I also redesigned our offshore Helpdesk into a “follow the sun” model that provides seamless coverage for international offices and strengthens collaboration across teams.I’m a hands-on leader who builds high-performing support teams, tackles complex issues, and communicates clearly with stakeholders at all levels. If you’re looking for a global-minded IT leader who can own support end to end and elevate the user experience, I’d welcome the opportunity to connect.

Experience

1. Manager, Usa Region IT End User Services

   The Tudor Group

   Jul 2023 — Present · Stamford, CT, US

   Lead US IT End User Services across Connecticut, New York, and Florida, driving daily operations, incident management, and service quality for trading and corporate users.​Spearhead the firmwide Windows 10 to Windows 11 migration, significantly reducing the Windows 10 footprint and improving end-user stability and performance.​Manage and coach a regional support team through weekly 1:1s, ticket reviews, and clear expectations, reinforcing best practices, documentation quality, and effective escalation.​Standardized HelpDesk onboarding by building a service catalog, defining hardware standards, and creating a comprehensive new-hire runbook, streamlining onboarding and reducing repetitive requests.​Own ServiceNow workflows for onboarding and offboarding, debugging broken flows, implementing automation (including PowerShell), and partnering with HR/Audit to ensure clean terminations and SOC-compliant access removal.​Provide high-touch executive support, including on-site home visits, AV and Zoom conference coverage, and proactive checks to ensure reliable access to firm systems.Coordinate with global teams (including Singapore and night-shift operations) through regular team meetings and 1:1s to align priorities, track projects, and maintain consistent support standards worldwide.

Education

• Newbury College

  Bachelor's degree, Computer Science

  2002 — 2004

• Eastern Connecticut State University

  Bachelor of Science, Business Information Systems

  2004 — 2007

Skills

• Windows
• Vmware
• Windows 7
• Office 2010
• Bloomberg
• Disaster Recovery
• Help Desk Support
• Blackberry Enterprise Server
• Desktop Application Support
• Virtualization
• Active Directory
• Windows Server
• Networking
• Software Installation
• Laptops
• Cisco Vpn
• Redi
• Desktop Computers
• Windows Xp
• Technical Support
• Code Red - Red Alerts
• Information Technology
• Computer Hardware
• Citrix
• Os X
• Troubleshooting
• Business Continuity
• Microsoft Exchange
• Printers
• Cisco Technologies
• Bloomberg Software