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
mars 2013 - février 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
septembre 2012 - décembre 2012
Installed, configured and tested Genesys Infomart/Interactive Insights 8.1 in lab and production environments.
Professional Services Reporting Consultant
Rogers Communications, Toronto, ON
juin 2012 - août 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
janvier 2012 - juin 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
novembre 2010 - décembre 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
mai 2005 - octobre 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
Langues
Anglais - C2
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.
