Delivery of BYOC to Genesys Cloud contact center, configurations of trunks, SBC routes, firewalls.Contribute to project documentation such as installation guides, and architecture documents.Plan solution delivery, deployment phases, quality assurance guidelines and collaborate with all members of the project teamSales support in creating and configuring demos

Deliver PureConnect and PureEngage contact center solutions in private cloud. Integrate PureConnect and PureEngage private cloud with client’s on premise technologies. Plan solution delivery, deployment phases, qualityassurance guidelines and collaborate with all members of the project teamContribute to project documentation such as installation guides, and architecture documents.

Install and configure speech recognition and voice biometrics software solution.Contribute to project documentation such as technical requirements, sizing, system architecture designsSupport for enterprise lab environmentSupport for customer voice biometrics solution.

Install and configure speech recognition and voice biometrics software solution.Contribute to project documentation such as technical requirements, sizing, system architecture designs Support for enterprise lab environmentSupport for customer voice biometrics solution.

Suppport and development of department’s tools such as automation and monitoring tools.Participate in IT roadmap to achieve department’s long term goals.Departement technical advisor for Genesys PureConnect solutionKey accomplishments: Migration of major client’s monitoring to CA UIM. Lead on automating of health checks for clients contact center solutions.

Level 3 Genesys Application Specialist, CTI - Managed ServicesResponsible for return to service of the clients' call center solution.Investigation of problems (root cause analysis)Responsible to produce and implement change request such as hot fixes, general and maintenance releases.Documentation of changes to the solutionKey Accomplishments: Responsible for the successful migration of Genesys Performance Management Advisors Frontline Advisor & Agent Advisor and Contact Center Advisor & Workforce Advisor from 8.1.2 to 8.1.4.

Accenture Project: USAA Corporate Systems, managed services 2012 - 2013Role: Level 3 support and Systems Analyst. Responsible for managing the development and support for surveillance application (NICE Vision, Situator) and access control (CCURE 800).Responsible for return to service of the security applications.Documentation of analysis and design of client’s change request.Responsible to implement the change request, such as the creation/modification of SQL queries using vb.net for the production of reports, or applying hot fixes regarding the security software.Key Accomplishments: Managing enterprise wide update of surveillance system from 2.0 to 2.5 on SQL Server 2008 R2 and Windows Server 2008 R2 with the implementation of a high availability solution with Veritas Cluster Server, and the integration of the Colorado Springs, Tampa, and Phoenix corporate offices in the solution. Migration of security Control-M batch jobs from a 2003 Server environment to a Server 2008 R2

Tier 2 desktop support for attorneys and staff of the firm as well as assisting clients of the firm in their technology needs. Responsible for troubleshooting, solving or escalating to third level support IT related issues.Prepare workstations and image computer through SCCM, Configuration Manager Console. Responsible for programming phone extensions on PBX and voicemail on Audix.Key accomplishments: Contributed to the firm’s migration to Windows 7 and new DMS Interwovens’ Filesite. Guided and trained users for the new system.

Tier 2 desktop phone support for all IT services to the 3000 users, and 100+ company operated banks in Texas. Responsible for troubleshooting and solving application issues and assessing unresolved problems in order to escalate to the appropriate third level of support

Tier 2 desktop support for attorneys and staff of the firm as well assisting clients of the firm intheir technology needs. Responsible for troubleshooting, solving or escalating to third level ofsupport IT related issues.Prepare workstation and image computer with Ghost. Responsible for programming phoneextensions on PBX and voicemails on Audix.Key achievements: Contributed to the firm’s move to another floor by organizing technologyequipment according to superior’s specifications.

Tier 1 desktop phone support, assisting 1500 corporate office users as well as the 250 company service stations throughout the province of Quebec, Ontario and the Maritimes.Responsible for the creation of user accounts, backups, troubleshooting and resolving of clients IT issues. Experience with SAP PRD production Valero.