Luciano De Lima
About Luciano De Lima
Luciano De Lima serves as the Acting Senior IT Infrastructure Support Analyst at the Government of Canada, a position he has held since 2020. He has extensive experience in IT support roles, having previously worked at Alphanumeric Systems and contributed to various operational support functions.
Work at Government of Canada
Luciano De Lima has been employed at the Government of Canada since 2018. He initially served as an IT Infrastructure Support Analyst for two years before advancing to the role of Acting Senior IT Infrastructure Support Analyst in 2020. In this capacity, he provides training and operational support to a team of traffic controllers and other CS02s. His responsibilities include monitoring target service level objectives (SLOs) and service level agreements (SLAs), reporting findings to the Team Leader and Senior Management Team. He also develops agent work schedules to align with call, chat, and Webforms volume forecasts.
Previous Experience at Alphanumeric Systems
Luciano De Lima worked at Alphanumeric Systems from 2013 to 2018, where he held multiple positions. He began as a Level 1 IT Analyst from 2013 to 2016, followed by a promotion to Level 2 IT Analyst from 2016 to 2017. He then served as the IT Lead Tech Expert for one year in 2017 to 2018. During his tenure at Alphanumeric Systems, he gained experience in various IT support roles, contributing to his expertise in infrastructure support.
Training and Operational Support
In his current role at the Government of Canada, Luciano De Lima provides training and operational support to a team of traffic controllers and other CS02s. This involves ensuring that team members are equipped with the necessary skills and knowledge to perform their duties effectively. His focus on training contributes to the overall efficiency and performance of the team.
Monitoring and Reporting Responsibilities
Luciano De Lima monitors real-time utilization of agents by business lines to ensure accessibility of inbound calls. He prepares reports and analyzes production statistics, maintaining historical trend analyses on call, chat, and Webform volume issues. This data-driven approach allows him to identify trends and make informed recommendations to improve service delivery.