Supporting all IVR applications, components and machines to make sure they are always up and running.Push and implement Development strategies and work through machines and components.Supporting over 1000 IVR ports and applications, more than 3000 agents and over 40 million customers.Managing disaster recovery with various teamsSupporting multiple teams through access control, configurations, logs analysis and problem solving.Automating day to day tasks by creating power shell or bash scripts.Performed system analysis, documentation, testing, implementation, and user support for platform transitions.Resolved malfunctions with systems and programs through troubleshooting.Provided Customer Care support on system operation and troubleshooting.Supporting Genesys products(GIA, IWS, IWD, etc..) for contact center.

- Responsible for providing the first level of resolution in troubleshooting network and software issues of all company regions and coordinate with second level support to fix the problem.- Troubleshooting windows, Linux and network (VPN) issues.- Handle different requests using a ticket system or e-mail.