Marcos L Email and Phone Number
Experienced Contact Center Platform IT professional with a demonstrated history of working in the government administration industry. Skilled in Contact Center systems, and System/Quality Assurance/Regression testing. I have several Genesys systems, SQE Testing, SDLC, and ITIL certifications.
California Franchise Tax Board
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Information Technology Supervisor IiCalifornia Franchise Tax Board Dec 2020 - PresentSacramento, California, United StatesSupervisor of the Contact Center Platform Development/Framework team and the Internal Web and Administrative Systems team
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Information Technology Specialist ICalifornia Franchise Tax Board May 2017 - Dec 2020Sacramento, CaliforniaContact Center Platform lead analyst for the Interactive Voice Response system and the Genesys WFM, CCPulse, iWS, Interactive Insights, and Configuration Manager systems used in contact centers (phone/chat). In addition, I am an administrator for Qfiniti, Genesys Live Chat, and EyeQ Virtual Hold systems. .Net designer with experience in creating User Interface Designs (UID), testing .Net applications, and converting audio files to .Net friendly formats.
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Associate Information Systems AnalystCalifornia Franchise Tax Board May 2015 - May 2017Sacramento, California AreaContact Center Platform analyst/tester for the Interactive Voice Response system and the Genesys WFM, CCPulse, iWS, Interactive Insights, and Configuration Manager systems in a call center environment. In addition, I am an administrator for Qfiniti, eGain Live Chat, and EyeQ Virtual Hold systems.
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Systems Analyst - Principal Compliance RepresentativeFranchise Tax Board Mar 2014 - May 2015Collections and phone systems analyst for Genesys WFM, CCPulse, IWS, Interactive Insights, and Configuration Manager in a call center environment. In addition, I am an administrator for Qfiniti, eGain Live Chat, and EyeQ Virtual Hold.
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Wfm And Live Chat Administrator / Senior Compliance RepresentativeFranchise Tax Board Jan 2010 - Mar 2014Genesys Workforce Management Administrator, eGain Live Chat Administrator, Quality Assurance Team Lead, and Procedure Team Member at the Franchise Tax Board's Personal Income Tax Collections Call Center. I am very experienced with other Genesys systems such as Configuration Manager and CC Pulse. In addition, I am skilled in using the EyeQ Virtual Hold system and the Qfiniti voice and screen recording system.
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Compliance RepresentativeFranchise Tax Board Jan 2005 - Jan 2010State Tax Collector
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Tax TechnicianCalifornia Franchise Tax Board Nov 2002 - Jan 2005Sacramento, CaliforniaTax Collections
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Licensed Psychiatric TechnicianSutter Health Jan 2000 - Oct 2011Medication Nurse -
Aeromedical Evacuation TechnicianUnited States Air Force Jan 1991 - Jan 2000
Marcos L Education Details
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Mission CollegePsychiatric/Mental Health Nurse/Nursing
Frequently Asked Questions about Marcos L
What company does Marcos L work for?
Marcos L works for California Franchise Tax Board
What is Marcos L's role at the current company?
Marcos L's current role is Information Technology Supervisor II at California Franchise Tax Board.
What schools did Marcos L attend?
Marcos L attended Mission College.
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Marcos L. Santiago
New York, Ny3macquarie.com, gsb.columbia.edu, morganstanley.com
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