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$10 USD / hora
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$10 USD / hora
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Entrou no Freelancer em agosto 6, 2013
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Robert John A.

@rjaranda

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$10 USD / hora
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Sr. Technical Support Engineer

• Resolve technical issues of Genesys Voice Self Service product suite for Genesys Customers and Partners around the world. • Specifically with Voice Services applications such as GVP, GIR, Speech and Text Analytics in both Premise and Cloud Platform. • Research reported issues to find resolution through log analysis, problem replication, knowledge base searches, and peer collaboration. • Build and maintain test environment/labs for troubleshooting and testing. • Log and track issues within our CRM solution including research, customer communication, and updates as the problems are being worked. • Understand and set issue priority based upon urgency and business impact. • Manage customer expectations and work within the escalation path when necessary to maintain customer satisfaction. • Contribute to the public Genesys knowledge base. • Coordinate with third party software vendor (i.e Nuance, VHT) issues towards solution and available for integration with Genesys Software. • Knowledge on Genesys Intelligent Automation integrated with Google Dialogflow
Freelancer PHP Developers Philippines

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Avaliações

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Experiência

Sr.Technical Support Engineer

Genesys Telecommunications Lab
out. 2016 - out. 2022 (6 anos)
• Resolve technical issues of Genesys Voice Self Service product suite for Genesys Customers and Partners around the world. • Research reported issues to find resolution through log analysis, problem replication, knowledge base searches, and peer collaboration. • Build and maintain test environment/labs for troubleshooting and testing. • Log and track issues within our CRM solution including research, customer communication, and updates as the problems are being worked.

L2 Cisco Voice Engineer

Acquire Asia Pacific
abr. 2014 - out. 2016 (2 anos, 6 meses)
• Providing Service Administration for Cisco and Related Infrastructure. • Involves in Designing, Implementing and Maintaining Cisco and related Infrastructure via its various administrative interfaces. • Configuration knowledge on Cisco Call Manager in services and features. • Working experience in working ticket cue with both Cisco Voice provision and troubles • Working knowledge in Cisco Layer 2 Network • Knowledge working experience in Cisco UC services (Provisioning and Troubleshooting).

L2 Technical Support Representative

Teletech Customer Care Management
nov. 2008 - abr. 2014 (5 anos, 5 meses)
• Receiving supervisory calls from customer. Included in our scope you must be trained to all type of internet connections even if it is a Windows or Macintosh OS. • Level II specialist we are also submitting daily report that we can consolidate on every call that we handle to further help the account improving and keep on providing good service to every customer.

Educação

Vocational Graduate of Computer Science

Asian Institute of Computer Studies, Philippines 2011 - 2013
(2 anos)

Qualificações

Certified Genesys Voice Platform Consultant

Genesys Telecommunications Labb
2019
The Genesys Certified Voice Platform 8.5 consultant (GCP8.5-CVP) certification validates the candidate's understanding of the installation, configuration and basic support of Genesys Voice Platform version 8.5 including knowledge and skills needed to plan, install and configure the Genesys Voice Platform (GVP) version 8.5 and to install and configure GVP components.

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