Bernard - Architecte GENESYS

Ref : 160305K001
Photo de Bernard, Architecte GENESYS
Compétences
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.

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Rédacteur technique GENESYS

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