Bernard - Architecte GENESYS

Ref : 160305K001

Domicile

M5V1A8 TORONTO (Canada)
Profil

Rédacteur technique, Ingénieur Télécom, Architecte (45 ans)
Statut

Freelance
Tarif Journalier Moyen
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Compétences

GENESYS

Expériences professionnelles

Genesys Reporting Consultant

Bell Canada., Toronto, ON
Jan 2015 - Jan 2016
 Installed, configured and customized Genesys Reporting (Genesys Interactive Insights, Advisors, CCPulse)
 Installed, configured and customized Verint (Impact 360) WFM and Reporting module
 Designed and implemented a custom structured consolidation reporting data warehouse sourcing data from various upstream platforms in the environment (Verint, Virtual Hold, Genesys, Cisco)
Genesys Reporting Consultant

Visa Inc., Foster City, CA
Jan 2013 - Jan 2015
 Developed and created a standard library of reports for monitoring IVR and non-IVR platform volume
 Responded to occasional system issues by developing ad-hoc reports to measure business impacts
 Managed the Genesys historical reporting platform (InfoMart/ICON), monitored system performance, responded to any issues affecting the production platform, and supported any necessary platform upgrades
 Managed the Genesys real-time reporting platform (Genesys Advisor & CCPulse), set up configurations, monitored system performance, responded to any issues affecting the production platform, and supported any necessary platform upgrades
 Provided consultative support to other end users of the reporting solution, both historical and real-time, as needed
 Developed reports as part of customer project requirements and converted existing custom Business Objects reports to Interactive Insights/Infomart 8.1
Professional Services Reporting Consultant

Bell Canada, Montreal, QC
Jan 2012 - Jan 2012
 Installed, configured and tested Genesys Infomart/Interactive Insights 8.1 in lab and production environments.
Professional Services Reporting Consultant

Rogers Communications, Toronto, ON
Jan 2012 - Jan 2012
 Provided technical support for a fresh installation of Genesys Infomart 8.1
 Provided recommendations to optimize the Reporting platform.
Genesys Reporting Architect

United Airlines, Chicago, IL
Jan 2012 - Jan 2012
 Assessed the architecture of the entire reporting solution and provided recommendations for a re-design
 Built Interactive Insights custom reports
 Provided training to the internal technical team
 Provided on-demand support for complex issues
Genesys Reporting Architect

Royal Bank of Canada, Toronto, ON
Jan 2010 - Jan 2011
 Service Matter Expert (SME) for Genesys reporting deployments (Infomart, Real-time and historical reporting)
 Provided recommendation for system optimization and improvement
 Translated client requirements into system configuration
 Defined system design and operational procedures documentation
 Designed, developed, coordinated and executed test and implementation plans for contact center solutions
 Developed internal training, process and best practice
 Cross-trained other systems integrators with my area of expertise
Genesys Support Engineer

Genesys Laboratories Inc., Saint John,, NB
Jan 2005 - Jan 2010
 Tested and resolved customers' issues with various Genesys products.
 Developed Genesys university courses in various areas such as Infomart, Routing, Multimedia, etc.
 Delivered various Genesys training courses at the customer site or at Genesys facilities
 Assisted the management, service delivery and support teams in handling difficult and complex issues for key and/or escalated accounts, providing an expert level of guidance and technical assistance using logic and reasoning
 Mentored new hires in Genesys Technical Support and chaired product meetings
 Provided training and identified shortfalls and methods to improve on product knowledge and skill set across the teams
 Developed technical documents (Technical tutorials, troubleshooting methods, etc.)

Études et formations

Master of Engineering, Electrical and Computer Engineering (Communications)

University of Toronto, Toronto, Ontario, Canada
2011
Honors and Awards ATC (Answering The Call) award winner for 2009/Q2, Genesys Telecommunications,

2009
The goal of this program was to recognize and reward Genesys employees who contributed to the following mission: "To create value through the delivery of unique, innovative technologies and exceptiona

2008
Certificate of Computer science, Programming:

2003
Bachelor of Applied Science, Electrical Engineering

University of Moncton, Moncton, New Brunswick, Canada
2000

Autres compétences

The David Garcia Quarterly Teamwork Award was given on a quarterly basis to any deserving Genesys
Employee (Analyst, Admin, Manager, etc.) in recognition of their efforts.