Mark Helbert Olan Email & Phone Number

Edison, NJ, US

San Diego, California, US

Auckland, Auckland, NZ

• Overall Administrator for Genesys Cloud/PureConnect platform for both internal and external Datacom customers including but not limited to: Add/Change requests to the IVR Call Flows, add/change/remove users, and.
• Performs fault-finding using test platforms/environments and utilize technical articles both from internal and 3rd party database
• Troubleshoot telephony / Integration / UI related issues and engage customers/endusers via phone/email/chat
• Handles ‘production down’ incidents and other complicated Genesys telephony issues/bugs, and engage 3rd party vendors as needed
• Provide mentorship and training to new hires and other team members, in a collaborative manner
• Analyze SIP logs (via WireShark) for troubleshooting Genesys Cloud telephony-related issues

Menlo Park, CA, US

Menlo Park, CA, US

• PureConnect
• Part of the VoIP and Telephony Product Support Group with expertise in SIP/VoIP skills, supporting customers with on-premise and Cloud-based platforms.
• Perform VOIP/telephony/SIP analysis for system and software functionality from simple to production down incidents. Perform extensive analysis on network and systems used in customer/client infrastructure, and also.
• Maintain the customer incident tracking system (Salesforce) with regular updates and resolution details. Information to include symptoms, diagnosis, actions and all relevant data.
• Analyze and create documented solutions that will be published to a company knowledge base for internal and external use.

Taguig, Metro Manila, PH

• Major Responsibilities/Activities
• Contributes as a member of Support ACD queue to work on level 1/2/3 issues coming via Phone, call, chat, email from our partner’s/customer’s engineers.
• Works as part of a Managed Services team to perform proactive support, MACs and monitoring of customer production environments/data centers.
• Participates in onsite and professional services activities, as required including: System Installation, Configuration and Customization, and Application Development.
• Serves as the direct point of technical contact to provide high quality Software and Hardware support to experts from our partners and customers for ININ solutions and related technologies.
• Participates in after-hours support coverage roster.

Dublin 2, IE

• Support infrastructure operations and/or manage delivery for IT production systems and services based on operational requirements and service agreements.Key Responsibilities:--Manage delivery for IT production systems.
• Drive incident, issue and outage management, investigation and restoration
• Monitor systems and trends and prevent occurrence of incidents, problems and errors and improve overall performance
• Schedule, track and facilitate acceptance of changes to the production environments by using the applicable Configuration Management, Change Management and Production Service Readiness processes --Support.
• Operate IT production services according to management protocols and Service Level Agreements (SLAs)
• Support/lead the infrastructure Service Management lifecycle, ensuring client satisfaction and management of risk to services

IOI Resort City, Putrajaya, MY

Telecommunications RF Optimization Role

Paris, Île-de-France, FR

Bachelor Of Science (Bs), Electronics And Communications Engineering

Highschool