João Silva Email & Phone Number

Working as an IT Applications Support Specialist

Working for Rovensa as an IT Applications Support Specialist.

The main activities involved giving operational and technical support to Infor LN + XLog. Later the company migrated to a new ERP Software (SAP) and my main functions were in SAP SD/MM position.

Lisbon Area, Portugal

The main activities were related to processing automation, document version control systems, Continuous Integration processes, and management of the virtual environments servers.

Lisbon Area, Portugal

- L2 Customer Support Engineer-Triages production incidents in Genesys Voice (Inbound/Outbound), Multimedia interactions(Pushpreview, Predictive and progressive) based on priority and work towards resolution;-Install and Upgrade Genesys components in production, test, and development environments;-Configure options and applications in Genesys CME, Genesys Administrator, or GAX;-Identify the impacts of Genesys applications for Infrastructure changes and prepare and execute mitigation plans;-Perform validation & verifications in Genesys environment for Changes;-Take part in ticket review discussions with Business stakeholders;-Take part in discussions with Development & Operations teams on system improvement and stability of the components;-Identify system performance bottlenecks and recommend them to Application development teams;-Look for process improvements in the support process and raise Process Improvement proposals;-Development of monitorization (shell script, PL/SQL, batch file, c#) for Genesys Environment;