Erdal Cakan

Maintaince and Product Updates of Genesys CC Solutions. Genesys Framework 8.5 GVP. Routing and Reporting. ASC Call Recording.

Checkpoint Firewall and Cisco Switch and Routing Configure objects, rules, and settings to define a security policy Site 2 Site VPN HTTPS inspection Security Policy Management Monitoring Traffic and Connections Network Address Translations Basic Concepts of VPN Managing User Access

Expert for call center technologies with a focus on Genesys Genesys Routing and Solution Reporting Deployment, SIP Server Foundation and Troubleshooting Composer and IRD Foundation. Monitoring Nice Call Recording Product development of the communication services used Carrying out complex analyzes when dealing with problems as part of the support of the operational units

Driving the efficiency and effectiveness of the incident management process Producing management information, including KPIs and reports Monitoring the effectiveness of incident management and making recommendations for improvement Developing and maintaining the incident management system Driving, developing, managing and maintaining the major incident process and associated procedures Reviewing and auditing the process Ensuring that all IT teams follow the incident management process for every incident

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Respond to queries over the phone or via mail.