IPT / IPCC Support Engineer

·         Team Leader  of the 1st & 2d  Line IPT support :

·         Provide   support to Sony Local & European Back Office and Sony Contact Center Configure &  install  Back office &  Sony Contact  Center  phone

·         Administration of Cisco Call Manager v4 and Cisco Unified Communications Manager.

·         Provide Daily, weekly and monthly  Reports

·         Provide Monthly  reports of the Team  using   Remedy and QlikView v7

·         Applications Support: Amdocs IClient CRM

·         Tools  used for the  daily  work: BMC  Remedy ?Action Request System 7 ,Cisco Call manager Administration (for Cisco call manager v4),Cisco Unified Communications Manager Administration (for  CUCM v7), Solarwind ?Orion,Informacast  (barbee-singlewire application),Cisco Works (Cisco Unified Service Monitor, Cisco Unified Operations Manager,?),PMO Portal Changepoint, Sony Contact Center Manager Portal (Yugo),BT Portal Access,Cisco Unity Administration

·         Project Move coordinator:  coordination of   all internal  move   project :meeting with Department, our suppliers in order  to  meet the requirement  of the  department, coordinate the  work to be  done  by  GA & IS and our external companies

Senior Helpdesk Analyst  & Telecom Support

§     Team Leader of the Helpdesk: 4 people under my responsibilities, coordinate the work team   and assigning tasks. Review Remedy   calls in order to keep all call updated. Elaborate documentation &  procedure  for all supported   applications

§     Support NT Account  & email  creation, Grant File & shares  permission  access, add  printer  to the network & support all  printers   problem

§     Applications Support : Amdcos Iclient (1st & 2d line Support: creating, delete &  maintaining  IClient accounts, application support ) , SAP  Support (1st  & 2d line  support ) , Banking applications: Sogecash  from Societe  general de  France, ISABEL ,Mitsubishi bank banking tool(1st  & 2d line  support ), Remote access tool :AT&T ,PAL, Checkpoint Secure Client, maintaining  the  users .Blackberry   users  support  and accounts  creation.

§     Telephony: Cisco Call Manager Administrator: create users & connect phone, update the phone lists. Support of CISCO applications dedicated to the Call Center: CISCO Agent desktop, Cisco Supervisor Desktop, Webview, Agent View,?. Contact  person for BT  &  ATT   when our  line  are experiencing  connection  problem with  our  outsourcing  call center.

§     Project Move coordinator:   I have  to  coordinate  all internal  move   project :meeting with Department, our suppliers in order  to  meet the requirement  of the  department, coordinate the  work to be  done  by  GA & IS and our external companies .

Controller  &  Application  Support Eng

§     Pegase application Administrator and Support: Control the procedure, jobs & application support the Social Worker.

§     System  task: Check  &  maintain  the  Back up  server ( Veritas application) ,