Technical Support Service

JOHN A SCIBETTA

** ******* ****

Wayne, NJ *****

973-***-****

**********@******.***

SENIOR SERVICE SPECIALIST

Highly motivated professional with technical expertise to improve the bottom line.

Interpersonal and communication skills used to reduce caller frustration and raise customer

satisfaction. Organizational skills and process expertise used to improve functionality and

reduce costs. Mentoring skills used to train staff and users.

PROFESSIONAL EXPERIENCE

Senior Technical Support Specialist, AGFA Corp 1998 – 2008

Global supplier of printing solutions and software

Technical Support Specialist, Tech Services International 1997 – 1998

North American service organization for the Printing Industry

Technical Support Specialist, DuPont Printing & Publishing 1989 – 1997

Global Supplier of printing film, plates and processing equipment

•Eliminated need for $750,000 capital expense. Created a program to refurbish plate

processors extending their life cycles.

•Increased processor production by 25% per year. Designed floor plans for refurbish shops in

3 separate facilities. Hired and trained 6 technicians.

•Increased parts productivity 50%. Used organizational and time management expertise to

design and reorganize storage and packaging areas.

•Mentoring expertise used in training over 150 service engineers and 40 customers to operate

and troubleshoot plate processors.

•Consistently earned the trust of the Technical Director. Represented North America at

global technical conferences in Europe 7 times.

•Eliminated the need for onsite service 55%. Decreased customer downtime and increased

their level of satisfaction.

•Wrote 6 service bulletins per year informing the service group of forthcoming modifications

and retrofit kits.

•Documented and reported monthly activity of technical support group.

JOHN A SCIBETTA

973-***-****

•Influenced production and design of plate processors. Wrote daily and monthly reports

concerning their performance and level of customer satisfaction.

•Launched new prototype plate processors. Attended training classes in Europe. Initiated

installations in North America.

SKILLS

•Microsoft Word

•Microsoft Excel

•SAP

•Filemaker Pro

•Lotus Notes

•Organizational

•Interpersonal

•Writing

•Mentoring

•Remote Diagnostics

•Electrical

•Electronic

•Mechanical

EDUCATION

Electronic Certificate, R.E.T.S.

HVAC Certificate, Lincoln Technical Institute

SAP Trained, AGFA Certified Training

Processor Technician Certificate, Glunz-Jensen, Technigraph, Polychrome, DuPont and

Howson Algraphy

VOLUNTEER

Fundraising events for the Knights of Columbus

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