Cellphone : 832-***-****

E-Mail: adrnrg@r.postjobfree.com

Houston, Texas

Bassel Nafaa

Professional Experience

Sr. Principal Telecom Engineer

THRYV ( DexMedia ), Dallas/TX 2019-2021

Lead Engineer for Genesys Cloud implementation and upgrade projects and analyzes client’s requirements and architects the best fit solutions for the client.

leading the analysis, planning, evaluation, implementation, and validation of innovative Contact Center solutions for Voice, Omnichannel, Quality & Enablement products.

Leading the integrating Genesys Cloud with IVR, IVA, Routing, CRM solutions (Ex, Salesforce, Ms Dynamic) and WFM systems.

Design & Development of Inbound & outbound call flows using Genesys Cloud Architect tool, and design diagram workflows with Visio.

Architects solutions based on both functional and technical capabilities. Communicates successfully with functional and technical consultants to deliver solutions based on client’s needs.

Lead Discovery, Solution calls and participate in the project team to develop optimal solutions for client business challenges and pricing documents.

Developed Enqueue flows, Secure Flow, Outbound Flow in Genesys Cloud architect.

Work with business units, software developers, security, to design and build applications and services within AWS and other cloud providers.

Design, create and provide high-quality consultancy for Genesys solutions to customers .

Provide the architectural design, installation, and configuration of logical and physical Telecom/ network systems (VOIP, LAN, WAN, Wireless) to meet the functional objectives of the business.

Participate in business stake holder meetings, orientation, and ongoing training of new staff experience developing and deploying Genesys solutions with Genesys tools.

Lead the migration project from Genesys pureconnect and Cisco phone system to 8x8 platform. also assist with the integration of 8x8 systems and hardware with existing systems,

Responsible for all VoIP, voice and call voice, messaging, and email center technologies including SIP, TDM, CM, Intelligent Call Routing, IVR, Call Routing, WFM, ACD, etc./PBX and connectivity to outsourced international contact centers.

Responsible for the day-to-day operations, customer issues and requests, and the telephone infrastructure, including all telecommunication circuits, local and long distance telephone service, the voice mail system, the call center software, and VOIP Session Border Controllers.

Conducting technical Knowledge Transfer sessions for members of customer teams and for other Genesys PS Consultants

Designs technical solutions using standard approaches, considering the customer's infrastructure limitations and opportunities; analyzes, interprets, and presents assessment results.

Excellent and extensive knowledge of Genesys products (PureConnect, Pure Cloud..etc)

manage multiple projects and responsibilities and effectively independently or in a team Environment .

Technologies: GeneSys Pureconnect, Genesys Cloud, Cisco (CUCM, Cube, LAN/WAN, Wireless, TCP/IP) VoIP, 8x8, AWS, VMWARE, Wireshark, Cisco Firewall, PBX (www.genesys.com/inin, Meraki Wireless, Windows/ SQL server, PRTG, Solar Winds,Visio.

Senior Lead Telecom & Infrastructure

Department Of Labor, Washington/DC 2017-2019

Led efforts to improve business applications and business technology processes through rigorous data collection and analysis.

lead Engineer for Genesys Pureconnect implementation and upgrade projects setting up new solutions

Directed IT teams in designing, building, implementing, managing, supporting and enhancing key technologies. and managed relationships with external vendors.

Facilitated server builds and network configurations, including migration to a virtual environment..

Collaborated with business and IT partners to support requirements identification, development, testing, and implementation of projects.

Lead the technology and business toward the best fit solutions using the Genesys pureconnect and design of an end-to-end solution for supporting the contact center.

Configuring, Monitoring and Control of Genesys pureconnect solutions in a Contact Center.

Responsible for Network VOIP engineering, Design, Implementation, integration, and support an integration solution between Genesys Purconnect and Cisco Unified Communications Manager (CUCM)..

Design, develop and implement CRM (SaleForce, Salesloft) using Genesys Pureconnect and cloud infrastructure and API integration

Troubleshoot, resolve, manage Genesys Pureconnect incident tickets, and resolve system issues

Perform analysis and diagnosis of complex Contact Center call flow and routing problems and assure that issues are properly and quickly resolved.

Troubleshooting of production related issues to call routing, call handling and customer related issues regarding the Architct/IVR. and providing root analysis & resolutions

Technologies: GeneSys Pureconnect, Genesys Cloud, CUCM, Cube, LAN/WAN, Wireless, TCP/IP, VoIP, VMWARE, Wireshark, Cisco Firewall, PBX Genesys (Interactive Intelligence (www.genesys.com/inin), Meraki Wireless, Windows/ SQL server,, PRTG, Unix, Visio.

Lead Senior Telecom Engineer

2015 – 2017 WNS Houston, TX/ US

Responsibility for designing, developing, implementing and supporting Genesys Pureconnect phone system solution and technologies that include IVR, Dialer, Recorder, Attendant, and Administrator.

Develop business solutions for project installations and migrations

Responsible, Implementation/Coordination of VoIP solution and for all documentation and communications to/from customers and vendors.

Creates and executes deployment cases and revises as appropriate to meet changing needs and requirements

Responsible for all aspects of daily operation and performance of the phone system, Genesys Pureconnect, and integration with different Voice plate-form ( Cisco, Avaya ..etc).

Research, evaluate and integrate new technologies to improve performance, efficiency, and reliability of telephony infrastructure

Collaborate with our sales representatives to drive the approach and deliverables for successful VOIP implementations for our medical practice clients.

Work with vendors to facilitate the purchase of telecommunications products and services and technical support services

Responsible for managing IVR, configuring and troubleshooting of call flows and routing logic

Perform change management in accordance with change management procedures, discuss and set critical deployment dates and prepare documentation of telephony infrastructure and maintaining inventory.

Managing IEX (NICE) and WFM integration with the phone system.

Telecom / Architect/ MPLS / Circuits, SIP, RTP, PRI, Sip Truncking, LAN/WAN QoS support.

Lead and participate in upgrading, testing, and implementing modifications to existing telecommunications hardware and software and participate in special IT Projects as required.

Assist with documenting, and communicating telecom policies and procedures for telecom services such as phone, voicemail, call centers, backup, archiving, and disaster recovery planning

Ensures that clients have sufficient services and products to meet business needs and provides the training necessary for the customer to manage their phone solution

Technologies: GeneSys Pureconnect, SBC, LAN/WAN, Wireless, TCP/IP, VoIP, VMWARE, Wireshark, Cisco Firewall, PBX Genesys (Interactive Intelligence (www.genesys.com/inin), Meraki Wireless, Windows/ SQL server,, PRTG, Unix, Visio.

02/2012 – 12/2015 Genesys (Interactive Intelligence) Montreal

Contact center VoIP solution

(50 employees in Canada, 1,500 worldwide)

Senior Field Engineer / IT Lead

Manage and supervise a team of 10 engineers to provide support to our Canadian customers.

Manage, design, implement and administers all Genesys (Interactive Intelligent) telephony and data communication systems within the assigned location and of new business

Managed project multiple deployments and integration of voice and data networks with minimal disruption to critical business processes.

Responsible for verification of implemented site security procedures for Telecommunications and keeps up to date on all IT Security requirements on PBX and related Telephony equipment and Integration & Voip with CRM (Sales force, WFM).

Implement & follow high level designs for implementation/integration of Voice Product Standards Core Telephony, Voice, and Contact Center. This includes Site Configurations & understanding of Contact Center and Call Flow designs.

Advanced trouble-shooting and issue resolution skills on endpoints, gateways, site configurations, circuits, IPC, VPN endpoints, call routing- internal, WAN.

Acted in several capacities from Systems Engineer/Administrator to Field Consultant on many projects varying in size and scope to different companies.

Met all deadlines and made the necessary design and configuration, modification as needed to meet customer request and test new systems.

Translate operational / business unit needs into technical requirements and make technical analysis and provide recommendations to stakeholders.

Provide technical support for all telecommunication and carrier related issues and act as primary point of contact. Research, resolve, and respond to questions in a timely manner.

Complete appropriate change control documentation and perform configuration updates, maintenance and support for various telecommunications applications

Technology: GeneSys Pureconnect, Genesys Pureloud, Windows server, Exchange server, SQL 2012, TCP-IP, WAN (MPLS, Frame Relay, DS3) VoIP, VMware VDI, Citrix, Cisco (CCNP), HP, DELL, SAN, Nortel, GeneSys (Interactive Intelligence (www.inin.com), Visio.

01/2009 – 02/2012 Stellar Corporation North America Montreal

Call Center Outsourcing (2,500 agents in Canada, 8,000 worldwide)

IT Team Lead ($4 M Budget)

Reporting directly to the Information Systems VP, I supervise and manage a team of 15 network and telecom architects and 8 technicians. We offer support to 7 call centers operating in two provinces within Canada, two states within the United States and in Manila on the Philippines.

Responsible for the architecture and maintenance of the local network (120 Windows 2003/2008 servers, 4 PBX and 2100 PCs) and WAN network (20 routers, 40 switches, 8 firewalls, intrusion detection system, etc.)

Project management of the migration of the calling platform on voice over IP (VoIP) on an MPLS network with Bell Canada. Project for which we were finalists for the Optas 2007 award.

Project management of implanting a new calling platform, migration of the Meridian release 11 to many software PBXs Genesys Pureconnect systems with the analog support and Voice over IP.

Manage security platform ( VPN installation (Cisco 3005) & firewalls Cisco ASA 5550.

Provide overall administrative management and coordination of a variety of projects.

Investigated new technologies, software, patches, and security packages, which will improve system performance and systems administration procedures.

Project management of the implementation of a call center in voice over IP in the Philippines (500 agents). Responsible also for the entire telecom infrastructure with the necessary redundancy to allow the reduction of the downtime.

Project management for the implementation of a Citrix server’s farm.

Project management for the implementation of the two VMWARE clusters with a SAN and the redundancy in two different sites (Montreal and Sherbrooke).

In charge of all IT purchases of the company (HP, DELL, Interactive Intelligence, Bell Canada, etc.)

Responsible for developing contingency plans related to IT systems, as well as bringing the necessary modifications to actual systems in order to maintain their performance and availability and to prevent them from becoming obsolete.

Technologies: Windows 2008, Exchange 2007, TCP-IP, WAN, MPLS, VoIP, VMWARE, CITRIX, CISCO, HP, DELL, SAN, SOLARWINDS, Genesys pureconnect,Interactive Intelligence (www.inin.com).

2005 – 2009 Bell Telecommunication Canada Montreal

Senior IT Engineer

Held complex responsibilities to configure, install and administer network infrastructure and telecommunication systems that supported stuff of 3400 personnel.

Managing, monitoring a Network Operations Center (NOC) and providing software re-engineering.

Proactive monitoring of all servers, applications and services using a combination of tools to ensure high availability and SLA’s and the safety of network...

Planned and Implemented new software and upgraded existing software on 27 servers and workstations.

Performed data migration, established new rules and implemented new deployment for the company.

Planned, built and managed implementation of Services which included design of multiple project plans for creating standards, clients’ workstation and consultation.

2001 - 2005 Front Line Technology Montreal

IT Engineer

Managed a team of support Assistants with responsibility for their training and development.

Installation and configuration of new networks & software on different platform

Examined equipment performance, ensure the maintenance and the safety of network

Initiating a company-wide changeover to a much faster ISP with enhanced technical support

Coordinating closely with Account Executives, actively soliciting new clients and nurturing existing client accounts, ensuring their needs and requirements were not only accommodated but surpassed

Provided a high level of customer service and satisfaction, ensuring that both internal and external customers received a quick response to their inquiries.

Languages spoken and written

English

French

Professional QUALITY

Excellent Team player and autonomous.

Reliable, persuasive, creative, Flexible, adaptable and dynamic.

Strong interpersonal skills

Outstanding oral and written communication skills.

Good decision maker and problem solver

Self-directed and able to work under pressure

EDUCATION

University of Quebec in Montreal (UQAM), Montreal QC.

Masters, Networking & Software Engineering, 2006.

University of Science and Technology, Le Havre, France.

Bachelor, Software Engineering, 1995.

Certificates

CCNA Network Cisco Network Certification. Washington, DC 2020.

CCNA SECURITY Cisco Security Certification. Washington, DC 2020.

CCDA Cisco Certified Design Architect,. Washington, DC 2020..

CCNA VOIP Cisco Academic Certification. Washington, DC 2019..

PBX VoIP GeneSys Certification IC 3.0, 4.0. Indianapolis, IN. 2014.

Dialer 3.0 & 4.0 Software Certification. Indianapolis, IN. 2014.

ITIL V3 Certificate, ITIL V3 Foundation for IT Service Management, Montreal, QC. 2011.

SKILLS & PROFICIENCIES

Telecom/ Network: Genesys products, Cisco Call manager, 8x8 cloud system, VoIP, PBX s, SIP,

RTP, Routers,Switches, Hubs, Cables

Plat Formes : Microsoft Windows, VMWare (VSpher), Citrix (Xenapp),Linux

Security : FireWall (CkeckPoint, Palo Ato), RSA Server, VPN, IPSec, Fortine,

MudestGate, ePO McAfee, Symantec, PRTG, Solar Win .

Servers : Window, Exchange, SQL,CommVault, Acronis, Vranger, Ghost. FTP.

Programming: Java, C++, Delphi, VBasic, PL/SQL, PHP, HTML, Scripts

Professional Activities

I diligently participate in many courses and seminars on new trends in technology and new management practices.

I get to travel occasionally in Canada, the United States and Europe as part of my job.

References

Will be provided upon request

Contact this candidate