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Sr. Inin/genesys Engineer Resume

SUMMARY:

To obtain a Senior ININ/Genesys telephony engineering position requiring strong analytical and organization skills in the Information Technology Department. Offer over 13 years of IT Telephony Support in Analog, Digital and I3 ININ/Genesys CIC VoIP Phone Systems, Pure Cloud Service, Windows and Linux O/S servers, I3 Dialers, Sales Force, Data Networks, and Telecommunications within the IT Industry.

COMPUTER SKILLS:

  • Windows 95, 98, ME, NT, XP, 2000, 2008, Professional and server, Windows 7, Linux Red Hat Enterprise 5 Advanced server, Office 2000, 2003, 2007, 2010 ( Microsoft Word, Excel, Power Point, Works, Access, and Front Page) Networking and O/S Troubleshooting all type of Hardware and Software Installation, Upgrade, Configuration and Repair for Home and Small Business, TCP/IP Configuration and Network setup for Workgroup or Domain Environment, Manage all User/Group Account DNS, DHCP, Exchange and WINS Server configuration and upgrade. Iron Port 350, McAfee 2010, F - Secure Anti-virus Active virus scan, SQL Server 2010 and Ultra VNC. Genesys Pure Cloud, Genesys Pure Connect and Genesys Engage
  • Back up and restore of Data base, VoIP, SIP, HMP, ISDN and Confidential Phone System Hardware and Software Installation and Configuration.
  • Spanish and Italian

WORK EXPERIENCE:

Confidential

Sr. ININ/Genesys Engineer

Responsibilities:

  • Provide Genesys Pure Connect telephony Support for 5,000 CIC Users and maintain the company’s I3 platform. Installed/Configured HMP, Media Servers, Sales Force, Genesys Dialer, Genesys Attendant profiles, ASR, TTS, Interaction Proxy Servers, Interaction Administration from System configuration, custom Dial Plans, Lines configuration, Interface interaction with BCM Gateways, SU Updates, ESs updates and more.
  • Travelled to 12 locations within the U.S in order to help the local offices update their Nortel phone system into ININ/Genesys Pure Connect.
  • Trained upper management how to run reports, create custom reports, create alerts through ICBM, utilize their Interaction Desktop, place conference calls and ensured the new phone system was operational and everyone trained before my departure.
  • Upgraded servers to CIC 2017 R2 Patch 10 Genesys Pure Connect

Confidential

Sr. ININ Engineer

Responsibilities:

  • Provide ININ Genesys telephony Support for 2,600 CIC Users and maintain the company’s I3 platform.

Confidential

Sr. Software Engineer

Responsibilities:

  • Provide ININ Genesys telephony Support for over 5,000 employees worldwide.
  • Installed/Configured HMP, Media Servers, Sales Force, Pure Cloud profiles for one of the locations overseas, Dialer, Attendant profiles, ASR, TTS, Interaction Proxy Servers, Interaction Administration from System configuration, custom Dial Plans, Lines configuration, Interface interaction with ACME Gateways, SU Updates, ESs updates and more.
  • Trained group of Managers and Supervisor on how to utilize Interaction Recorder, Interaction Client, Interaction Report (ICBM) and the new functionalities of their phone system.
  • Troubleshoot and fix issues with custom Handlers, custom Attendant profiles that work in conjunction with the customer’s DB.
  • Mostly configure and customize Interaction Attendant Profiles to utilize custom attributes that are integrated with Amdocs and Middlerware.
  • Customize a Handlers to provide a call back after 3 minutes waiting on the queue and offer custom messages based on the input from the caller.
  • Configured skill based routing through Attendant and came up with a solution that allowed us to remove the call from the group and add it to another skill without utilizing handlers.
  • Created custom attributes for calls so Managers can see what Skill the call had assigned since this specific view through a unique window within ICBM could be been seen, unless a custom work was added to the call attributes.
  • Created custom functionalities so in the event a caller pressed an option, to perform certain routing.
  • Added custom whisper tones based on DNIS.

Confidential

Sr. Field Engineer

Responsibilities:

  • Provide I3 telephony Support for over 5,000 customers worldwide and travel to their on-site location when needed.
  • Installed/Configured HMP, Media Servers, Dialer, Attendant profiles, ASR, TTS, Interaction Proxy Servers, Interaction Administration from System configuration, custom Dial Plans, Lines configuration, Interface interaction with ACME Gateways, SU Updates, ESs updates and more.
  • Trained group of Managers and Supervisor for large companies (Train the Trainer) on how to utilize Interaction Recorder, Interaction Client, Interaction Report (ICBM) and the new functionalities of their phone system.
  • Troubleshoot and fix issues with custom Handlers, custom Attendant profiles that work in conjunction with the customer’s DB.
  • Trained for 3 weeks on a boot camp ICCE 4.0 and SIP 4.0 and passed all exams with excellent scores.
  • Efficiently worked for large companies with over 5,000 employees, set up their phone system environment and helped with the final cut over during the installation.
  • Installed and configured WFM for large Call Centers.

Confidential

System Administrator

Responsibilities:

  • Set up new and custom Interaction Profiles within the Attendant. Designed the architecture layout of our hundreds of toll free numbers and Local DIDs routing to workgroup Queues and Attendant profiles.
  • In charge of adding new leads to several campaigns within IA.
  • Created custom Dial plans in order to allow Nortel BCM communicate with our I3 system.
  • Troubleshoot Interaction Dialer issues; custom configured Interaction Scripter icons in order to work and communicate with Advanced Scripter.
  • In charge of hundreds of toll free number for all of our campaigns and their custom routing to local DIDs.
  • In charge of CIC phone system upgrade from 2.4 to 3.0 on all Servers, and more than 340 computers within our suites. Created special Batch files in order to uninstall, delete old registry keys, and install 3.0 CIC Software on every computer saving us hundreds of hours.
  • Gathered IP, Notifier, Call and all other IC logs in order to troubleshoot and fix reported issues.
  • Handled over 10,600 inbound calls and placed over 9,200 Calls during my role as IT Telephony Administrator providing support to our users, calling our Telephone Carriers, placing test calls and more.
  • Resolved and positively closed over 3,390 Work orders opened through our IT Help Desk System.

Technologies: I3 CIC 2.4 and 3.0 VoIP Platform, Interaction Supervisor, Interaction Designer, Interaction Administrator, Interaction Scripter, Interaction Attendant, Aculab Mediant Gateway, Interaction Gateways IG4, Microsoft Advanced server 2008, Active Directory, DCHP Server, DNS Server, VBScripts, Batch files, VPN, Windows XP Pro and Windows 7, Nortel VoIP, I3 2.4 and 3.0 SIP, Nortel BCM, Custom Handlers and Smart Jacks.

Confidential

System Administrator Tech Support/ Telephony Expert

Responsibilities:

  • Provide technical Support for over 400+ Users at 600 W Chicago Ave in Chicago, IL 60610 and all users at the Inn of Chicago Hotel and other Hotels across the country using I3 2.0 and 2.4 CIC Software for their Call Center and remote users.
  • In charged of their custom I3 dialer for their Sales Center that helped generate over 10 million dollars in annual revenue.
  • Aloha, Dollars on the Net and Confidential Phone System Administrator. Maintain Active Directory, Domain Controller working with the Confidential Phone System, Micros Opera and Sabre applications.
  • Worked with RCI troubleshooting communications glitches between our phone system and theirs.
  • Act as main point of contact for Network Support for 600 W and the Inn of Chicago Hotel in Chicago, IL.
  • Install and troubleshot AS-400, and Micros Opera application connectivity between 600 W, Inn of Chicago Hotel and Northbrook.
  • Administer Building access trough One Facility Security System.
  • On call 24/7 for Network and Telephone System down or Failure.
  • Maintain Network Security by setting up custom GPO templates, blocking firewall ports, managing HP switches, configuring anti-spam on Iron Port and blocking numerous O/S settings access for internal users.
  • Install, troubleshot and update Windows and Linux servers, computer hardware and Software. IC System Installation, Administration and Troubleshoot the I3 Host Media Processing (HMP) phone System and its SQL 2005 Data Base at 600 W and the IOC.
  • Modify custom handlers in order to accommodate Management’s requests, set up Interactive Attendant menus,
  • Configure and troubleshoot VPN user accounts; Enabled TCP port 139 on the Firewall and routers for unicast (point to point) traffic.
  • Add, move and troubleshoot telephone lines on the punch block, set up and maintain Confidential
  • Administrator for building access through the One Facility Security System.
  • Install, Upgrade and troubleshoot MySabre and Cruise Director used by the Cruise and Air Departments.
  • Set up, troubleshoot and upgrade Linux Red Hat Enterprise 5 Advanced server utilizing Windows Active Sync code for multi-master replication via LAPD with Windows Exchange server 2003 for 70 users. Run daily back up using Novastor Software with custom batch files.
  • Provide call recordings, e-mails and inter office chats to the HR Department and Management.

Technologies: Microsoft Advanced server 2003, Microsoft Exchange Server 2003, Red Hat Enterprise 5 Advanced server, Windows Active Sync code, Active Directory, Wins Server, DCHP Server, DNS Server, VBScripts, Batch Files, Confidential 2.0/2.4/3.0/4.0/2017 R2 Patch 10 HMP and SIP phone system, Sales Force, Pure Cloud, Inter Dialogic boards for Sales Department, AS-400 and Windows XP Pro, VPN, Iron Port 350, McAfee 2008 Anti-virus Active virus scan., SQL Server 2005 and Ultra VNC.

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