Crisci - It Technician - Milan, Italy

Massimiliano Crisci

Milan, Italy

Services

It Technician

Work History

Occupation or position held Genesys Specialist

Hera Spa

From February 2013

Main activities and responsibilities Design, installation and configuration of various Genesys components for the helpdesk of Hera Spa.
Adoption of the Genesys solution for the contact-centre that handles emergencies and maintenance of the gas and electricity. Genesys Multi-site solution and support for business continuity. My responsibilities of
Genesys components were:
* Outbound Contact Centre and Genesys Voice Portal with proactive contact.
* Genesys Infomart and Interaction Insight.
Name and address of employer Lutech S.p.A. - Via Wolfgang Amadeus Mozart, 47 20093 Cologno Monzese (Mi) (www.lutech.it)

Solution Designer, Pre-Sales Engineering

ICT

May 2012 - December 2012

engineering and services company
Dates May 2012 - December 2012
Occupation or position held Solution Designer, Pre-Sales Engineering for G-Cloud
Main activities and responsibilities Design of cloud contact centre solutions, based on Genesys components. The end customer pays a rent
(product licenses G-Cloud) for each agent which includes the cost of connectivity, hardware, software and
Genesys licensing. My responsibilities were:
* Pre-sales activity dealing with bids, demo and presentations of the solution.
* Design of specific solution for the customer.
Name and address of employer Protocall One s.r.l. - The Priory Stomp Road Burnham, Buckinghamshire SL1 7LW United Kingdom
(http://www.pc-1.co.uk/)

Occupation or position held Genesys Specialist

ICT

June 2011 - April 2012

Main activities and responsibilities Design and subsequent installation and configuration of various Genesys components for the contact
centre that provide the phone banking services for BNP Paribas Fortis. The goal of the project was the introduction of components for high avalability and migrating from version 7.1 to version 7.6. I handled the
migration of the following components: Management Framework and Multimedia E-mail e Routing.
Name and address of employer BNP Paribas Fortis for DimensionData S.p.A. - Rue de la Fusée, 66 Raketstraat, B-1130 Brussels

Occupation or position held Genesys Specialist

ICT

September 2010 - March 2011

Curriculum vitae of For more information on Europass go to http://europass.cedefop.europa.eu
Massimiliano Crisci © European Union, 2004-2010 24082010
Main activities and responsibilities Design of the architectural solution for the technological evolution of the platform for the customer call
centre for Dolomiti Energia. Installation and configuration of the solution designed with the introduction:
* Genesys Voice Portal connected to the PBX Alcatel OXE 4400 via sip trunk (VOIP); Application
Development of self service application for the Voice Portal.
* Genesys Outbound Contact Solution.
Name and address of employer Lutech S.p.A. - Via Wolfgang Amadeus Mozart, 47 20093 Cologno Monzese (Mi) (www.lutech.it)

Occupation or position held Project Manager

ICT

December 2010 - May 2011

Main activities and responsibilities I played the role of project manager for the technology refresh of the contact center of Eni Gas & Power.
My role was the coordination of the software development team and the team that took care of the hardware / software in total 10 people. The budget was around 2 milions of euro.
Name and address of employer ENI for Power Reply S.r.l. (part of Reply S.p.A.) - Via Ripamonti, 89 20139 Milano

Occupation or position held System Analyst / Technical Leader

ICT

May 2009 - July 2010

engineering and services company
Dates May 2009 - July 2010
Occupation or position held System Analyst / Technical Leader
Main activities and responsibilities Design and implementation of new routing solution for the consumer customer service. The marketing and sales departments can configure dynamically the call routing using a web application. For the reporting the solution adopted was the Genesys Infomart.
* My role was technical leader with an international team of developers in Italy and in India.
* Technical skill acquired: Genesys 7.6: Routing, Infomart and Interaction SDK.
Name and address of employer Vodafone for DS Group S.p.A. - Via Pompeo Mariani, 4 20128 Milano

Type of business or sector Telecommunication
Dates June 2006 - May 2009
Occupation or position held Pre-Sales / Technical Account
Main activities and responsibilities Responsibilities include working with several customers helping them to razionalice their business needs and the definition of the architectural solution for Genesys software and integration with other systems.
Analysis, integration and support for implementation of: Genesys 7.X: Framework, Reporting, Inbound
routing using traditional telephony or VOIP, outbound, Multi Channel Routing (7.2), Interaction SDK,
Statistics SDK and Configuration SDK
Name and address of employer Indra (was Visiant Galyleo) - Via Milanese, 20 20099 Sesto San Giovanni (Milano)

ICT

September 2002 - May 2006

Occupation or position held System Analist / Business Analist
Main activities and responsibilities Design and implementation of the Genesys solution. Skill acquired: Genesys 6.5 and 7.X: Framework,
Reporting, Inbound routing and Internet Suite. The main role was to re-design completely all routing
moving from ACD based routing to skill based routing under control of Genesys for the entire customer
services of Vodafone. Other activity was the design of the integration of one unique web tool of administration using Configuration and Statistics SDK.
Name and address of employer Vodafone per HP - Via G. di Vittorio, 9 20063 Cernusco sul Naviglio (Milano)

Type of business or sector Telecommunication

Occupation or position held System Analist / System Administrator

September 2001 - July 2002

Main activities and responsibilities Responsibilities include design of Genesys solution implemented with integration of different systems:
ACD, IVR, MAINFRAME. Additional responsibilities include the maintenance of the system implemented.

Qualifications & Certifications

Information tech for industry

Istituto Tecnico Industriale Statale

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