Eric Berkshire

Experience

• 

  Muncie Power Products, Inc.

  Jan 2012 - Apr 2013

  Network Administrator

  • Create new user’s phone accounts in Cisco Unified Communications Manager 8.6.2• Initial configuration of Cisco TMS provision extension to support mobile conference users• Create new users and troubleshoot problems for existing users in Active Directory and Exchange 2012 environments(215+ users)• Perform initial Setup of Microsoft System Center 2012 • Update ESXi 4 to ESXi 5.1 and migrated the existing VM infrastructure to a High Availability Cluster• Implement a Cisco 5508 Wireless controller and standardized the wireless infrastructure throughout the organization• CCNA Certification 10/29/2012-10/29/2015 Show less

• 

  Genesys | Interactive Intelligence

  Apr 2013 - Apr 2017

  Mentor team members on technical skills. Create and implement training materials for new hires. Act as Dialer Skill Team Lead by providing troubleshooting, product knowledge and leadership for customer escalations. Identify potential software defects and review incidents with product development and testing teams. • Direct communication with customers• Simultaneously manage multiple cases by working towards technical resolutions• Mentor new engineers for case management techniques and customer service• Respond to customer outages and escalations• Presented "New Features In Interaction Dialer 4.0 SU 3" for “Interactions” conference

  • Principal Engineer - Dialer Team

    Jun 2015 - Apr 2017

  • Senior Systems Engineer

    Jul 2014 - Jun 2015

  • System Engineer

    Apr 2013 - Jul 2014
• 

  Genesys

  Apr 2017 - Oct 2020

  Senior Principal Engineer

  Supports a team of skilled engineers in order to deliver quick and accurate resolution ofcustomer issues by providing technical guidance and 1 on 1 technical meetings.Served as a technical escalation owner on escalated support incidents to ensure they aremoving in the correct direction and receive the necessary attention by coordinating withSenior Principal Engineers, Principal Engineers, Systems Engineers, management,development, and the customer.Provide technical assistance and product-specific familiarity to help bridge knowledge gapsand ensure success by reviewing design documentation, providing consulting, participatingin conference calls, answering questions, and participating in swarming on cases.Mentors Principal Engineers, Associate Principal Engineers, Expert System Engineers,Senior System Engineers, System Engineers, and Associate System Engineers in growingknowledge in their skill areas and honing their communication and presentation abilities.Enable others to build their product knowledge in order to proactively prevent issues andbecome more self-sufficient by creating and maintaining knowledge base articles, webinars,presentations, and external Support content and sites.Developed technical training for new employees as well as ongoingtraining for existing employees to prepare them for the future by creating and recordingtraining material, lecturing, leading labs, and performing assessments.Manage and maintain virtual test environment for skill teamParticipated in technical phone screenings and interviews for hiring Show less

• 

  Infosys

  Oct 2020 - Nov 2021

  - Responsible for development support of the CIC Interaction Dialer, Interaction Scripter.NET, and Scripter Connect products- Collaborate with a global team of software engineers and customer support system engineers to resolve highly escalated customer support cases- Develop hotfixes and patches for enterprise server components responsible for processing millions of voice interactions across thousands of agents- Working in all areas of code developed by the group including database (SQL Server / Oracle), backend (C++), middle-tier (C++/C#), and front end (javascript/html/C#) Show less

  • Manager - IT Services, Support , and Operations

    Feb 2021 - Nov 2021

  • Production Support Lead (Software Engineer)

    Oct 2020 - Feb 2021
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  New American Funding

  Nov 2021 - now

  Workforce and Dialer Manager