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Joy Francisco DATE OF BIRTH: 2 June 1986	Contact Cel : 1-857-266-9876 e-mail : joy@hotmail.com
Address 18 Edgewood St, Roxbury, MA, 02001
Profile Objective To bring to your organization enthusiasm, dedication, responsibility, and good work ethic, combined with a desire to utilize my skills obtained through experience in the Information Technology Area. Availability
Key Skills Proficient or familiar with a vast array of programming languages, concepts and technologies, including: Change Control Management Procedure, Project Management, Process Management Intervoice - Brite Invision 4.2.0, Genesys Routing Strategies, Cisco System Router Configuration, Rockwell Spectrum ACD SQL Navigator, TOAD, SQL Developer, SQL Plus, Entry Level J2EE,SoupUI VERINT Workforce  Framework Administration, Recording - User Manager, Quality Monitoring -Form Designer, Data Analytics Microsoft  Visio/ Project/ Power Point/ Word/ Excel, Windows Quality Tools and Techniques, Creativity and Innovation, ADT: System for Quality Management, Service Excellence and Productivity for Global Success, Emotional Intelligence Nortel CC6, Nortel Periproducer, Nortel MPS 500. Mixed Trainings Verizon System:  BVT, Horizonte, Vantive Back Office, Vantive Front Office, Cofee Residencia. Computer Hardware and Software Repair, Setup & Troubleshooting Network Operating Systems, Fundamentals of Voice and Data Cabling, Pc Hardware and Software, CCNA, A+, Network+, Server+ Oracle PeopleSoft: Introduction Tools PeopleSoft for CRM, PeopleTools I, PeopleTools II, Integration Tools Volume I, CRM Fundamentals Volume I, CRM Fundamentals Volume II, Sales , Marketing, Support and Helpdesk Rel 8.9, Order Capture, CRM Automation and Configuration, Server Administration and Installation
Education 2008 to 2010 Masters in Management and Productivity - “GPA:  3.74” APEC University, Dominican Republic 2001 to 2005 Bachelor in Computer Systems Engineering – “Cum Laude, GPA: 3.28” APEC University, Dominican Republic , WES Reference: 638414
Work Experience SOVEREIGN BANK – SANTANDER Dorchester, MA,  USA Full Time Nortel IVR – Genesys Consultant January 2011 – Actually ü  Production support and Maintenance role. Support for contact center system. Interactions with the client teams in Mexico and Spain. Support Systems:  Genesys Banksphere, Nortel IVR/VRU Websphere. ü  Familiarity with contact center architecture, Knowledge of PBX, Java Web services Non-Technical, Fluency in Spanish, COBOL, Availability for 24x7 support, CICS Strong problem-solving skills. CODETEL & CLARO (VERIZON International, Sold January 2008), Santo Domingo, Dominican Republic Full Time Systems Engineer IV (IVR - Call-Center - CRM) March 2006 – January 2011 ü  4 years Developing and supporting customer solutions through the Interactive Voice Response (IVR) Applications. ü  Preparing monthly reports of Completed Requirements, and make JAD sessions for comparisons analysis of new upgraded Applications; achieving 40% of completed requirements without adding new members to the developing staff. ü  Customers and Users Meeting to evaluate and design call flow with Microsoft Visio for new requirements. ü  IVR LEAD System Engineer IV / Project IPCC ‘IP Contact Center’ / Nortel IVR Application Developer: Technical leader with 11 IVR Applications under my responsibility to migrate them to the new IVR platform (Nortel MPS500). ü  CTI System Engineer IV / Project CRM / Intervoice Brite IVR Application Developer: Preparing reports and recommendations for the Project Manager of the new CRM and CTI Integration with Intervoice IVR. Analyze the financial costs that resulted from this project, this includes the Infrastructural Equipment used on it. Develop the integration between applications in less time than planned; this reduced the estimated cost of the integrations significantly. ü  IVR-CTI Experience: Integrating Genesys Platform with Rockwell and Intervoice IVR’s using SQL and Oracle Data Base for obtaining customer segment information to transfer and to take decision based on this Routing Strategies. Plus entry level J2EE knowledge for making requirement to the Java Developer Teams on specific task. TELEPROMOS, Santo Domingo, Dominican Republic Full Time IVR System Administrator October, 2005 to March, 2006 ü  Prepare reports of systems updates. ü  Create backups of system data, and solve hardware and software problems. ü  Install New Hardware and IVR Software for upgrade matters. ü  Database Administrator providing daily informs to the company president.
Languages Spanish (native) English (fluent, Write, Read, Speak)

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