Dario Augusto Lacquaniti

L2 tech support coordinator

Valtech Argentina

Mar 2022 - Apr 2023 (1 year 2 months)

Responsibilities: • Take ownership of the reported issues by the customer. The contact could be by a Jira ticket, mail, phone call or chat group • Analyze the root cause of the reported bug and try to solve it. In the case the resolution is out of scope escalate the ticket to the corresponding group and follow up the case until resolution, communicating the news to the customer in order to fulfill the established SLA • Follow up the implementation of the fixes with the customer in test environments to get the approval to apply those into production • SLA reporting

F

L2 tech support

FYXXTurning Point

Aug 2021 - Current (4 years)

Responsibilities: • Reception and creation for support requests via email, ticketing system or phone call • Resolve what ever is up to the assigned level and escalate the remaining to higher levels following resolution with that team and notifying end user • For this job I am using the following tools: I. Unifi control panel (for switching configuration) II. UNMS control panel (for routing configuration) III. Active Directory and Microsoft Azure (for user administration) IV. HikVision (for CCTV cameras configuration) V. Specific tools for Aloha POS system VI. Other tools for different VOIP systems

B

Technical Service Supervisor

Brightstar Fueguina S.A.

Sep 2018 - Feb 2022 (3 years 6 months)

Responsibilities: • KPI Design and control • Design and presentation of lab performance reports to the area manager • Process analysis and optimization related to daily lab routines • Team management (30 persons directly under my supervision) • Pending orders follow up until case resolution • Spare parts stock control • PO creation for every hardware, supply or resource needed for the lab

A

Technical Auditor and support

A-NOVO ARGENTINA S.A.

Mar 2014 - Sep 2018 (4 years 7 months)

Responsibilities: • Provide daily support to more than 60 repair points and more than 100 technicians around the whole country • Gather the needs and coordinate the acquisition and logistics of the required materials. It could be physical repair tools, software tools or even training from other companies • Update the company intranet site with the latest software version available for each manufacturer and model • Creation of e-learning trainings to ensure the technicians are up to date with the required knowledge • Follow up and improvement of repairing KPI • Creation of metrics to control each point individually

O

Technical Service Manager

Oncelular SRL

Nov 2013 - Jan 2014 (3 months)

Responsibilities: • Priority management on incoming repairs • Management and control of spare parts stock • Salesmen training for the correct issue detection and possible solution • Controlling and training 3 technicians directly under my supervision • Reports creation to be analyzed by the general management • Third party providers jobs assignation and control

Z

Terminals After Sales and Technical Manager

ZTE Argentina

Jan 2013 - Oct 2013 (10 months)

Responsibilities: • Coordinate the logistics for spares parts in the region (Argentina, Uruguay and Paraguay) • Technical training to our partners when new products got launched to the market • Control and reduction of APC in the region • Contracts negotiation for after sales services with multiple companies • Control third party companies in the fulfillment for the customers SLA's and KPI • Terminal technical Support • Homologations assistan

G

Hardware Expert

Gameloft Argentina S.A.

Aug 2007 - Jan 2013 (5 years 6 months)

Responsibilities: • Technical support to different company departments (E commerce, Business, Marketing, Production, etc) • PC assembly for new employees • Windows updates, and drivers installations • Disc cloning, create and restore disc images • Motherboards BIOS flashing • WAP and GPRS connectivity configuration for any carrier worldwide on any phone • Lines issues resolution contacting the carriers worldwide • Phone park administration • Phones unlocking using dongles • Stock control • Firmware's flashing • Overall phones repairs • PO

Dario Augusto Lacquaniti

About

Detail

Timeline

Résumé