Technical Support Training

PROFILE

Bernard is a Professional Engineer specialized in telecommunications with demonstrated success in design, development, support, and training of various Genesys solutions spanning from Genesys Reporting, Multimedia, Routing, Framework, Desktop Applications, and Informiam.

Bernard is fluent in English, French.

SKILL SUMMARY

Contact Centre

Bernard brings 6+ years experience as Genesys consultant, Genesys technical support lead and Genesys University trainer with broad expertise in creating and deploying Genesys solutions including: Genesys Reporting (InfoMart/Interactive Insights Interaction Concentrator, Contact Center Analyzer, and Contact Center Pulse), Multimedia, Routing, Framework, Desktop Applications, and Informiam.

Team Leadership/Mentorship

Bernard is an accomplished team lead and mentor with experience training, supervising and mentoring team members. He has a strong reputation for hard work and providing exceptional customer services.

TECHNICAL EXPERTISE

Genesys Info Mart/Interactive Insights, Interaction Concentrator, Contact Center Analyzer, and Contact Center Pulse

Genesys Multimedia, Routing, Framework, Desktop Applications, and Informiam.

EDUCATION

Bachelor of Applied Science in Electrical Engineering, specialization in Telecommunications

Université de Moncton, September 2000 - May 2005

Certificate of Computer science (Programming)

Université de Moncton, September 2003 - May 2005

HONORS & AWARDS

ATC (Answering The Call) award winner for 2009/Q2, Genesys Telecommunications, September 2009

The goal of this program is to recognize and reward Genesys employees who contribute to the following mission: "To create value through the delivery of unique, innovative technologies and exceptional customer responsiveness."

David Garcia award winner for 2008/Q2, Genesys Telecommunications, September 2008

The David Garcia Quarterly Teamwork Award for Tech Support in the Saint John office is given on a quarterly basis to any deserving Tech Support member (Analyst, Admin, Manager, etc) in the office in recognition of their efforts to help

PROJECT EXPERIENCE

Genesys Professional Service

Rogers, Toronto, Ontario

March 2012 – Present

Provide technical support for a fresh installation of Genesys Infomart 8.1

Provide recommendations

Genesys Architect

United Airlines, Chicago, Illinois

January 2012 – Present

Assess the architecture of the entire reporting solution and provide recommendations for a re-design

Build Interactive Insights custom reports

Provide training to the internal technical team

Provide on-demand support

Genesys Architect

Royal Bank of Canada (RBC), Toronto, Ontario

November 2010 – Present

Service Matter Expert (SME) for Genesys reporting deployments (Infomart, Real-time and historical reporting)

Genesys solution design, installation, development and implementation

Review and analyze Contact Center solutions

Provide recommendation for system improvement

Translate client requirements into system configuration

Define system design and operational procedures documentation

Design, Develop, Coordinate and execute Test and Implementation plans for Contact Center solutions

Work on projects independently as well as being part of a large team to deliver contact center solutions for partners and clients

Develop internal training, process and best practice

Cross-train other Systems Integrators with my area of expertise

Further develop skills both on the job and through formal learning channels

Genesys University Instructor

Genesys Laboratories Canada, Inc. (Alcatel Lucent), Saint John

July 2008 - October 2010

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

Mentoring new hires in Technical support and chairing product meetings

Providing training and identifying shortfalls and methods to improve on product knowledge and skill set across the teams

Developed technical documents (Technical tutorials, troubleshooting methods, etc.)

Genesys Technical Support Lead

Genesys Laboratories Canada, Inc. (Alcatel Lucent), Saint John

August 2005 –June 2008

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

Mentoring new hires in Technical support and chairing product meetings

Providing training and identifying shortfalls and methods to improve on product knowledge and skill set across the teams

Testing & Troubleshooting customers' issues with various Genesys products

Student Research Assistant - Work Study Program

Department of Engineering, Université de Moncton, Moncton, Canada

January 2005 – July 2005

Research area: Sensor based network theory and Digital signal processing

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