Alan Hernandez

Genesys Recording

Genesys PureEngage Genesys Framework MACD of application accounts such as Avaya IC Nice 4.1 Authenticator Agents / extensions / voicemail CMS 18.0. Reports in CMS / Avaya IC / Nice.4.1 Audit of calls in Nice 4.1.

Troubleshooting for users who do not record in Nice.

Administered Avaya System Manager and Genesys system.

Maintained and documented planograms to

support Ace recommended assortments Collaborative role with Category Analysts, Merchandising, and Store Planning to ensure planograms are “retail-ready” upon publication Responsible for the development of display standards that follow Category Management and Merchandising Strategies by engaging customers, stimulating sales and generating margins.

IT Service Desk Supervisor at TCS - SABMiller LATAM (Argentina,

Colombia, Peru, Panama, Ecuador, El Salvador, Honduras, Brazil and USA). • Reporting daily the Handover Report.

• Providing weekly and Monthly the Analyst metrics.

Monitored critical and high incidents, ensuring timely escalation to Incident Managers.

• Deliver the shift with the respective SLA.

Operated service desk, facilitating efficient resolution of customer issues.

IT Service Desk at TCS - SABMiller LATAM (Argentina, Colombia, Peru, Panama, Ecuador, El Salvador, Honduras, Brazil and USA).

- Proficiency in technical troubleshooting

- Followed up on problem-solving processes and provided alternate solutions.

- Improved customer service.

- Write technical articles, solutions and how-to documentation for support and end users.

- User support 1L/2L

Executed preventive and corrective maintenance to ensure system reliability and minimize downtime.

Administered and configured network systems to ensure optimal performance.

Provided technical support to resolve user issues and enhance system usability.

Office activities