Archie Fusilero
About Archie Fusilero
Archie Fusilero is an IT Technical Product Implementation Specialist at Hatch in Mississauga, Ontario, with over five years of experience. He holds multiple certifications and degrees in technology and business analysis, and he coordinates technical support for CAD applications while providing training and process improvement recommendations.
Work at Hatch
Archie Fusilero has been employed at Hatch as an IT Technical Product Implementation Specialist since 2019. In this role, he coordinates technical support activities between Hatch CAD project users and application software vendors, including Bentley, Autodesk, and Bluebeam. He manages the support queue for iPas Design Tools CAD applications software, ensuring that support request tickets are processed in accordance with Service Level Agreement (SLA) requirements. Additionally, he provides Level 1 and Level 2 application support for CAD-related issues, including network and Windows system-related problems that affect the CAD projects environment.
Education and Expertise
Archie Fusilero has a diverse educational background, having studied at multiple institutions. He holds a Bachelor of Science degree from Air Link International Aviation School and a Diploma in Electronics Technology from the Technological University of the Philippines. He also completed a Certificate in Business Analysis and a Certificate in IT Operations with High Honours at Sheridan College. Furthermore, he has obtained various certificates from Q Linux Labs, Informatics Computer Institute, EDUPRO, Imperial Consulting, and Global Knowledge Management Center, enhancing his expertise in IT and technical support.
Technical Support and Training
In his current position, Archie coordinates with global and regional application support groups and Subject Matter Experts (SMEs) to manage, escalate, and resolve application issues reported through Zendesk. He conducts user training for newly-hired support specialists, focusing on Zendesk SMS usage and IT Service Management (ITSM) concepts. Additionally, he creates knowledge base articles and documentation related to CAD applications support procedures based on vendor-recommended practices, contributing to the overall efficiency of the support team.
Process Improvement and Analysis
Archie Fusilero analyzes current business requirements and provides recommendations for business process and systems improvement to department management. He actively participates in departmental meetings that focus on technical support process improvement and incident management procedures. His role involves a continuous assessment of support operations to enhance service delivery and ensure that the technical support team meets the needs of its users effectively.