Dmytro Biletskyi Email & Phone Number

Paphos, Paphos District, Cyprus

• Solid experience in Genesys Platform configuration and support: Genesys Framework, Genesys eServices, Genesys Pulse, and Genesys WDE with custom plugins;• Responsible for establishing Single & Multi-site technical architecture, customer discovery sessions, integrating multiple dissimilar environments, and implementing new leading-edge technology;• Troubleshooting and resolution for complex implementation issues within the project plan and strategy;• Managing multiple projects of varying size and technical complexity; Focusing on the details without losing sight of the bigger picture;• Perform knowledge transfer of the delivered solutions at project conclusion.

Kiev Region, Ukraine

• Proficient in Genesys Application Automation Platform (GAAP) deployment administration; • Took part in detailed testing and provided feedback to the IVR development team on Voice Menus configured in GAAP (Voice/DTMF input, case data transfer from IVR to agent desktop) and developed UAT test cases related to Genesys IVR migration.• Manage Genesys and client-to-project timelines ensuring dependencies are being met, and the project will launch on schedule;• Ability to prioritize issues effectively and meet tight deadlines when required;• Interface with external customers to determine business requirements, discuss and document customer’s technical design specifications, and guide the customer to appropriate solutions;• Travels to the customer site to deploy and support Genesys Solution (up to 30%).

Kyiv

• Handling T2 and T3 service requests;• Supporting Genesys Framework and Reporting products;• Reproducing issues and providing expert feedback;• Working with third-party product support teams;• Troubleshooting of connectivity issues (Wireshark traces), DB client issues, LDAP and Kerberos authentication problems;• Deep knowledge of call center organizing, structure, supporting;• Collaboration with developers in JIRA to solve complicated issues;• Deep knowledge of Genesys call-center conceptions;• Experience with organizing and providing high quality support;• Self-learning;• Ability to work alone or as part of a team, and ability to manage own workload.Certificates from Genesys:• Genesys Inbound Voice 8.5 Consultant (GCP8-CIV)• Framework Routing and Reporting Administration 8.5 – Online• Framework Routing and Reporting 8.5 Foundation• Framework Routing and Reporting Operation 8.5 – Online

Kyiv

• Working with UNIX systems: RedHat-like (FedoraCore, CentOS); • Working with databases on MS SQL; • The organization of stable work of the call center; • Configuring corporate telephony (PBX Panasonic); • Monitoring, and tracking the status of servers and switches in NMS Zabbix; • Working with the platform for virtualization IT infrastructure VMware vSphere; • Setup and maintenance of integrated security devices (firewalls) FortiGate; • The distribution of users by categories in the software firewall Kerio Control; • Software Installation, diagnostics/troubleshooting, repair workstations and servers of the company; • Monitoring of electronic security systems and video surveillance systems; • Inventory of technical equipment, carrying out the necessary maintenance.

Kyiv

• Performing duties in the department, setting task assignments for engineers in the CRM, monitoring the quality of their work; • Control of solving technical problems in managing department; • Taking an active part in the introduction of new software in the company, the development of monitoring systems, automated installation, and writing shell scripts to diagnose and fix common problems; • Installing the necessary updates for operating systems and bank programs; • Planning and carrying out work on the extension of the network structure of the company; • Troubleshooting the system, diagnostics, and repairing workstations of the company; • Training and consulting the employees regarding bank software; • Support and Troubleshooting Software of bank employees; • Writing technique documentation and providing reports.

Bachelor Of Science (B.S.), Computer Science

Major