Marc Ragusa Email & Phone Number

Baton Rouge, Louisiana, United States

Baton Rouge, Louisiana, United States

- AD, Azure AD, Exchange, M365, VEEAM, HyperV, WinServer 2008, 2012 (2012R2), 2016, 2019, and 2022 administration - Customer equipment procurement, spin-up, and deployment- On-site customer support- Initial on-site contact for new customer onboardings- “Smart hands” for $200,000+ Meraki network upgrade – 14 switches, 2 firewalls, 36 WAPs, across 10+ building campus- Guide and influence IT vision of customer IT environment- Liaison with customer IT personnel to resolve user issues in a timely manner- Recommend and volunteer troubleshooting solutions for technicians, engineers, and management

Baton Rouge, Louisiana, United States

- Directly managed 6 technicians while collaborating with two other teams of 6+ technicians- Evaluate customer queues and call volume to determine appropriate assignments for 20+ technicians and ensure daily SLAs of 20+ customers- High volume exposure to multiple industries including Construction, Finance (Banking, CPAs, Insurance), Healthcare, Oil and Gas, Metals, News Media Industries- Conduct new hire and ongoing operational training to ensure technicians can effectively troubleshoot customer IT environments- Create training assignments and forecast training needs for technicians and new hires while maintaining SLAs- Worked directly with customer points of contact to enhance procedures and expand the tier I service desk knowledge base- Served as the main escalation point of contact for O365 migrations as well as general daily Service Desk inquiries 0 Collaborated with project managers to identify procedural deficiencies and develop solution-based strategies to maximize customer satisfaction - Created, updated, and managed multiple tracking mechanisms for Service Desk operations - Worked directly with Senior Director of Support Services to mitigate and prevent operational complications - Service Desk scope analysis, research and documentation of new procedures and resolutions for tier I - - Service Desk incidents across all 20+ customers- Assisted with the organization, documentation, and execution of services by the Service Desk during multiple large O365 migrations - Conducted interviews and hired new technicians

- Served as the technical liaison between the Service Desk and 6+ customers. Subject matter expert for the customers and their IT systems- QA/QC of customer/technician interactions and service tickets- Collaborated with the Service Delivery Manager, the Director of Managed Services, and a team of 5 others to restructure the Tier I IT Service Desk in preparation for rapid growth- Improved processes and procedures to ensure quality and timely technical services to multiple customers in effort to reduce call time and improve call quality- Identified problems and implemented solutions to resolve issues in order of priority- Served as point of contact for multiple departments to ensure quality solutions are implemented and documented- Maintained the Knowledge Base containing processes and procedures for all customer IT systems- Experienced in ServiceNow, ConnectWise, ServicePro, ServiceDesk+ and other ticketing systems- Provided outstanding customer service while meeting and exceeding the expectations of the client

Denham Springs, Louisiana

Walker, Louisiana

Denham Springs, Louisiana

Denham Springs, Louisiana

Walker, Louisiana