Position: Business Analyst
Category: Business Analyst
English level: upper
Years of experience: 5


**Genesys Professional Services Consultant**
Nov 2018 - Present

•	Developer for the IVR solutions in Genesys Cloud (Designer)
•	Implementation of Genesys products in the customer’s environment.
•	Identify professional service problems before hand and propose solutions to resolve.
•	Utilize experience and knowledge of resolving complex problems.
•	Provide high level of customer service when opportunity arises.
•	Ensure successful ongoing operations with knowledge transfer to customers.
•	Provide timely consultation for problem resolution
•	Participation in onsite/remote professional and field services activities as required by customers. 
•	Preparation of training programs and training materials for various Genesys products, as well as training for internal staff and customers.


**Technical Support Engineer**
Sep 2017 - Nov 2018
• Ticketing/bug tracking, troubleshooting and fixing escalated customer issues
• Monitoring and upgrading customers’ installations generally based on Oracle Linux operating
• Providing advice and practical assistance to system users via the email messages via RT system
• Supporting users, network and operating systems administrators over the telephone and by email.
• Processing incoming support requests and providing interaction between Support and Development departments
- Linux (administration, bash scripting); 
- Networks; 
- SQL (MySQL, Oracle); 
- VoIP fundamentals;