Alexander Voronkov Email & Phone Number

Experience in conducting interviews for Technical Support Engineer position.

Customer Care service for various Genesys solutions and integrations(Voce Services and related products). Genesys: Management Framework (CIM), Genesys SIP Server, Genesys Voice Platform (GVP), IVR Server, Composer, Interaction Routing Designer, Genesys Quality Management, Genesys Interaction Recording, Genesys Intelligent Automation (SpeechStorm), integration with chatbots/voicebots. Third-party: Virtual Hold Technology (Voice Callback), ASR/TTS Nuance products, Google Speech Services, Google DialogFlow, Operating Systems: Linux (RedHat/CentOs), MS Windows 2008-2019, containerization (Docker, Vagrant). Databases: MS SQL Server, Oracle. Industry related technologies: TCP/IP, HTTP(S), TLS, VoIP (SIP + RTP), VXML.Responsibilities: Troubleshooting, reproducing and resolving issues, providing expertise feedback for various Genesys solutions. Working with third-party product support teams. Conducting interviews and mentoring new members.

Technical support engineer operation: handling trouble tickets (RT), troubleshooting;NOC engineer operation: setup and maintenance L2,L3 network hardware, servers and services, monitoring and troubleshooting.Hardware: various models of Allied Telesyn, Dlink, Huawei, Zyxel, Linksys(L2, L3, terminal servers, route servers, WiFi access points, DSLAM, IP Phones).Experience in bug tracking correspondence with hardware vendors.OS: Debian, Gentoo, Fedora Linux, FreeBSD.Software, services, protocols: mail(Exim, Postfix), DNS(bind), routing(BGP. OSPF), monitoring(Nagios, Cacti, etc), VoIP(Asterisk+Postgres realtime), SIP, Web-hosting(Apache, Nginx, Mysql), OpenVZ, Linux-HA(pacemaker+heartbeat), Radius, News (Inn).Experience in handling RIPE PI, PA requests as LIR member.