Mossadegh Behaz

Background

About Mossadegh Behaz

Over 14 years of a professional work experience: System Integration,IT infrastructure, helpdesk, planning, forecasting and scheduling, database and network managing. • Excellent knowledge of the Aspect ACD, Genesis Intelligence Routing, Siemens Hipath ACD in addition to its reporting Tool, Cisco IPCC, Cisco ICM, Cisco Call Routing, CVP, Cisco Webview Reporting, Cisco Call Manager, Cisco HDS, Cisco Logger, Cisco Router WFM adapters. • Advanced knowledge of the workforce management tool Blue Pumpkin-Impact360 • Tools: Blue Pumpkin, Impact 360, Customview, CC Pulse, CC Analyzer, Hyperion, Microstrategy, Cognos, Erlang B/C, Witness Call Recoding, IEX Total View, Total View Webstation, IEX Total View Integration • Exceptional knowledge of various productivity applications such as Microsoft Office (Access, Excel, Word, PowerPoint, and Outlook) and MS SQL Server Database. • B.Sc. Engineer in Electronics. • ITIL (Information Technology Infrastructure Library) certified. • Blue Pumpkin (Impact 360) – Planning, Forecasting and scheduling certified. • IEX Total View (NICE) Subject Matter Expert • Blue Pumpkin WFM Application Subject Matter Expert • Six Sigma Green Belt Trained Specialties: • Contact Center Solution expert • Cisco ICM IPCC System Integration • Genesis GIS adapter • IEX Total View and Impact360 (Blue Pumpkin) Integration • Workforce Management tools Integration • Planning, Forecasting and Scheduling