Nelson Fonseca

(On loan only from NICE Senior WFM PSE role) Responsibilities at NICE EEM (Employee Engagement Manger) Product: - Build and Deploy NICE EEM product for NICE Customers. - Perform upgrades of NICE EEM product and Apply Hotfixes. - Perform NICE EEM databases administration. - Integrate and Configure NICE EEM product with NICE WFM product. - Give support to Customers and NICE WFM PSEs in NICE EEM product. - Attend and Solve errors of NICE EEM product. - Be part of automation process for new golden images of NICE EEM product.

+ Integrate and Configure NICE EEM product with NICE WFM product. + Install NICE WFM Linux and Windows server application software remotely or at customer sites. This includes: - Application load - Loading of client software on PC desktops - Testing network communication between server, client PCs, and ACDs - Troubleshooting and resolving any problems encountered with the above items + Extract and restore backups from UNIX Solaris Servers for NICE WFM upgrading. + Perform PostgreSQL/MSSQL/ORACLE databases administration. + Perform training for customers on NICE WFM server maintenance and PC client loading. + Perform application upgrades on NICE WFM servers. + Provide on-site and remote support for hardware and operating system problems. + Implement interfaces between NICE WFM application and various ACDs and multimedia platforms. + Implement and configure imports to NICE WFM and exports from the NICE WFM application. + Implement optional NICE WFM features. + Act as information resource for Project Managers, Client Managers, NICE partners, and customers for integration implementation questions. + Provide 2nd-level support for ACD interfaces and optional NICE WFM features. + Communicate status of implementation projects to NICE WFM Project Manager, Client Managers, management, and other parties in a timely fashion. + Technical resource for NICE WFM Implementation tasks, including server and operating system issues and network connectivity issues. + Compose and maintain documentation for internal use and for customers and distributors.

(On call) Responsibilities: - Repair (Hardware/Software) Apple machines. - Configure Apple machines on the office network. - Give Support on Mac OS X to users.

(On Call) Responsibilities: - Websites, Domains Names and Hosting – Designing and Configuring. - Email Clients configuring. - Company needed systems configuring. - Australia/Colombia – Network Configurations onsite. - Logos, Flyers, Website designing of the Company.

(On call) Responsibilities: - Repair (Hardware/Software) Apple machines. - Configure Apple machines on the office network. - Give support on Mac OS X to users.

Unisys moved me to this new challenge by join I now to the Global Training Team for the company which is responsible in prepare and also give training globally and it is showed in the team name. Due to my strong experience and also giving always excellent results in all the tasks that I have had at Unisys. Thanks to Unisys I expand every day here my IT Knowledge by improving my personal and also my professional life. Under my responsibilities are: - Prepare Training Material and Train the Analysts and also Local or Global KM colleagues in classroom or virtually. - Training and Support to all Unisys Service Desk Areas. - Train to Unisys Regions Globally. - Traveling due to give sessions about Advanced Mac OS X Training Support for other LATAM Regions. - Virtual Knowledge Training Platform - Principal Administration. - SQL databases Administration - COBOG-SDD Unisys Server Administration. - Support to NOC or Servers Unisys areas.

Responsibilities: - Prepare Training and Train the Analysts and also Local or Global KM colleagues. - Support the Analyst and also colleagues. - Build the Unisys different HelpFiles by Adobe RoboHelp. - RoboSource Databases connections for Unisys HelpFiles Projects. - I was a key part of the Transition for AbbVie Client to Unisys, because my experience and knowledge. - Assist to Meetings with the Clients "General Electric", "AbbVie" and "Novartis" Companies. - Assist to ProAct and MTTR Meetings. - Do a deep test of the new implemented system tools for "General Electric", "AbbVie" and "Novartis" Companies for Unisys Service Desk. - I had to setup a Server Unisys with some useful server applications for the KM and also approved for the managers, currently I am the Administrator of that Unisys Server. - Managing the Unisys COBOG-SDD Server and setting up the KM area tools on it, as example a Virtual Training Portal or a RoboSource Server configuration for the Unisys HelpFiles.

Because my great work done in others Unisys' Projects from Knowledge Management Team, Unisys moved me to work to the project of Novartis in where I recently have learned of this account and have received support material. Currently I address some meetings where the client participates and everything to do and to provide better customer support in the Unisys Service Desk.