Allan Lucibello

Experience

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  Sweda Canada Inc

  Jan 1987 - Jan 1992

  Electronic Repair Technician

  Component level repair of electronic printed circuit boardsProvided support for all Canadian branchesTrained branch service technicians on new equipment

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  Sweda Canada

  Jan 1987 - Jan 1992

  Tech
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  Datalogic (PSC/Spectra Physics)

  Jan 1992 - Jan 2009

  Technical Support Specialist/Manager/Supervisor

  Provided top-notch technical support to Canadian customers eliminating the need for their units to be sent in for repairPurchased PC hardware directly from Canadian vendors effectively reducing office PC repair timesTrained a repair technician on new products which increased productivity and reduced TAT for customer repairsProvided direct technical assistance to customers and company sales personnel in face-to-face onsite meetings, by phone and via written communication for both pre-sales and post sales activities to promote value added supportPromptly addressed customer complaints and reported pertinent information to Corporate in a timely manner resulting in quick resolution of customer issuesHired an administrative assistant for reception and data entry resulting in reduced TAT and increased customer satisfactionRepresented the company through interaction with customers and vendors both verbally and in writing with clarity and professionalism strengthening customer and vendor rapports which promotes profit and growth of the companyCarried out facility administration including data entry, parts and supplies requisitions, and invoicing with appropriate autonomy and prioritization in order to meet and exceed organizational objectivesScheduled appropriate transportation of units and equipment to customer's location ensuring that deadline-driven repair schedules are met Show less

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  Datalogic Scanning

  Jan 1992 - Aug 2009

  Set up and managed the Canadian Office from the start to it's implementation which elimintated the need for Canadian customers to ship units across the border to be repaired.Performed preventative PC maintenance including data back ups and software updates to ensure the smooth operation of the Canadian office.Solved problems with Internet connectivity, e-mail, and other network problems that sucessfully restored the operation of the office.Provided direct technical assistance to customers and company sales personnel in face-to-face onsite meetings, by phone and via written communication for both pre-sales and post sales activities to promote value added support.Represented the company through interaction with customers and vendors both verbally and in writting with clarity and professionalism strenghtening customer and vendor rapports which promotes profit and growth of the company Show less Provided top-notch technical support to all Canadian customers via telephone, written correspondence and electronic media for more complex technical issues, and diagnosed problems through discussion with usersProvided direct technical assistance to customers and company sales personnel in face-to-face onsite meetings, by phone and via written communication for both pre-sales and post sales activities to promote value added supportResponded quickly and effectively to escalated 2nd level technical issues in accordance to call center proceduresAudited records of daily data communication transactions, problems and remedial actions taken, or installation activities, and followed-up accordingly with second level support as required.Represented the company through interaction with customers and vendors both verbally and in writing with clarity and professionalism strengthening customer and vendor rapports which promotes profit and growth of the companyProvided technical training, coaching and mentoring to other technicians Conducted 2nd level computer diagnostics to investigate problems and escalated if requiredConsulted end users as to the proper use of hardware and software Show less

  • Technical Support Specialist / Manager

    Nov 1992 - Aug 2009

  • Technical Support Specialist/Manager/Supervisor

    Jan 1992 - Jan 2009
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  PSC

  Jan 1992 - Jan 2009

  Tech support Specialist
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  AmerisourceBergen Canada

  Jan 2011 - Jan 2012

  Deployment team
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  IT-Missions.com LTD.

  Jan 2011 - Jan 2011

  Network Deployment
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  ProServeIT Internship

  Jun 2011 - Aug 2011

  Support Technician

  Provide phone/remote support to our customers from our I.T. Service Desk located at our office in Mississauga.Provide onsite support when required, potentially full-time at customer sites within the GTA.Resolve technical issues with desktops, peripherals, BlackBerry phones and numerous other devices in a Microsoft Windows environment.Create and manage user/email accounts; troubleshoot backup errors.Coordinate directly with vendors when required.Determine when a service ticket requires escalation to a more advanced support level.Prioritize work flow, meet SLAs and manage service tickets effectively using our PSA solution.Create and maintain technical documentation for all customer sites.Daily activities would include: resetting passwords, assigning permissions within active directory, making new hires members of certain groups and assign appropriate permissions,Troubleshooting Outlook issues on desktops, and on the Exchange ServerActivating users on BES Show less

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  ProServeIT

  Aug 2011 - Oct 2011

  Support Technician

  •Provided phone/remote support to all Canadian customers via telephone, written correspondence and electronic media for more complex technical issues, and diagnosed problems through discussion with users•Provided onsite IT support at a major investment firm in Toronto•Resolved technical issues with desktops, peripherals, BlackBerry phones and numerous other devices in a Microsoft Windows XP/Vista/7 Enterprise environment•Administration experience of Windows Active Directory including adds, permissions changes, and moves•Created and managed user/ e-mail accounts and diagnosed backup errors•Prioritized work flow, to meet SLAs and managed service tickets effectively using PSA solution•Created and maintained technical documentation for all customer sites•Remotely connected to customers workstations and Servers using a Kaseya agent, RDP, or NTR to conduct 2nd level computer diagnostics to investigate and resolve Windows OS, Outlook 2003/2007/2010 and VPN problems•Consulted end users as to the proper use of hardware and software•Administration of Blackberry Enterprise Server and BlackBerry Handhelds Show less

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  IMAX

  Jan 2012 - now

  Technical Services Specialist

  Technical Services