Vincenzo Mercolino
Senior Solution Engineer, Customer Experience at NTT DATA Italia- Claim this Profile
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Inglese Professional working proficiency
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Portoghese Limited working proficiency
Topline Score
Bio
Suenio Rodrigo Soares, PMP
I have worked with Vincenzo and I learned a lot with him. He has a very deep and at the same time broad technical knowledge that helped me so many times. He is my mentor and I am glad to say he is my friend. For sure he is the right person for challenging projects.
Fabio Ruzzolini, PMP
Working with Vincenzo has always been a pleasant experience. He's pragmatic, results oriented and very reliable, that fulfills the serious part of the job. The great experience is determined, though, by his unpaired value as a fellow, supporting you, showing the good side of every raising issue and always providing a great deal of "human" experience. I miss doing business with him.
Suenio Rodrigo Soares, PMP
I have worked with Vincenzo and I learned a lot with him. He has a very deep and at the same time broad technical knowledge that helped me so many times. He is my mentor and I am glad to say he is my friend. For sure he is the right person for challenging projects.
Fabio Ruzzolini, PMP
Working with Vincenzo has always been a pleasant experience. He's pragmatic, results oriented and very reliable, that fulfills the serious part of the job. The great experience is determined, though, by his unpaired value as a fellow, supporting you, showing the good side of every raising issue and always providing a great deal of "human" experience. I miss doing business with him.
Suenio Rodrigo Soares, PMP
I have worked with Vincenzo and I learned a lot with him. He has a very deep and at the same time broad technical knowledge that helped me so many times. He is my mentor and I am glad to say he is my friend. For sure he is the right person for challenging projects.
Fabio Ruzzolini, PMP
Working with Vincenzo has always been a pleasant experience. He's pragmatic, results oriented and very reliable, that fulfills the serious part of the job. The great experience is determined, though, by his unpaired value as a fellow, supporting you, showing the good side of every raising issue and always providing a great deal of "human" experience. I miss doing business with him.
Suenio Rodrigo Soares, PMP
I have worked with Vincenzo and I learned a lot with him. He has a very deep and at the same time broad technical knowledge that helped me so many times. He is my mentor and I am glad to say he is my friend. For sure he is the right person for challenging projects.
Fabio Ruzzolini, PMP
Working with Vincenzo has always been a pleasant experience. He's pragmatic, results oriented and very reliable, that fulfills the serious part of the job. The great experience is determined, though, by his unpaired value as a fellow, supporting you, showing the good side of every raising issue and always providing a great deal of "human" experience. I miss doing business with him.
Credentials
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IBM Cybersecurity Analyst
CourseraFeb, 2021- Nov, 2024 -
Intel® Network Academy - Network Transformation 101
CourseraOct, 2020- Nov, 2024 -
Migrating to Google Cloud
CourseraSep, 2020- Nov, 2024 -
Architecting with Google Cloud Platform Specialization
CourseraFeb, 2019- Nov, 2024 -
Scrum PSM I
Scrum.orgMay, 2015- Nov, 2024 -
Genesys Cloud Architect Certified Specialist
GenesysFeb, 2022- Nov, 2024 -
Genesys Cloud Certified Professional
GenesysDec, 2021- Nov, 2024 -
Genesys Cloud Certified Associate
GenesysAug, 2021- Nov, 2024
Experience
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NTT DATA Italia
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Italy
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IT Services and IT Consulting
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700 & Above Employee
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Senior Solution Engineer, Customer Experience
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Jul 2018 - Present
- Collaboration in the Service Management all-days tasks in particular about Genesys Cloud platform and related infrastructures - Collaborate in the preparation of Design Specification for the Telephony Network as part of a renewal project relating to an RFP for a primary railway network in the Arab Emirates. (Rail)- Functional analysis on integration from Windchill to SAP at a major Rail Industry in Europe; management, as consultant, of the "Cut-Over Plan" in the transition between the two versions of Windchill with respect to the customer's SAP system - System Integration consultant for a Global PLM project (Rail)- Trainer on the IndigoVision Control Center Software at customer premise in Scotland.- Complete assessment of the a SCADA equipments at customer premise in Scotland. Show less
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Consulente senior
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Jan 2016 - Jul 2018
TOL development for IVR migrated trees in a customer migration from Loquendo to Nuance 10 with support to the Genesys Voice Portal (Banking)RFP study on a project that involves the construction of a tram line embracing the third ring of the city of Copenhagen (Rail)
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Specialista senior
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Jan 2014 - Dec 2015
Document actual customer application web-interface in order to restructure and upgrade the system framework for supporting a B2B new web application for the supply-chain system (Aereonautical Industry)RFP analysis in order to restructure and update the system framework for supporting a new Genesys Multimedia CC release (Banking)Product searching and testing among multiple SIP tester platform suitable to be used onto customer platform with special profiling. Upgrade of the customers CC platform and IT-feature introduction for this systems monitoring (Banking). Show less
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Specialista senior
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Jan 2013 - Dec 2013
Documentation analysis of a proposal for the creation of a new Technological District into ICT Sector about Cyber Security, to be localized in Cosenza (Calabria region).Customer' RFP analysis for a contact center evolution to VoIP introduction by the adoption of Cisco Call Manager Platform (also VoiceMail) and Genesys as CTI middleware (Banking)
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Consulente senior
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Jan 2012 - Dec 2012
RFP Study for a Multichannel enhancements of the customer contact center for a Turkish TLC service providerStudy for the implementation of a front-end structure for an already operational contact center (with enhancement of the telephony network) for a branch of the P.A.Requirements' analysis and architecture documentation for a Cisco IPCC integration of acustomer' multi-site Cisco IPCC contact center (Industry sector)Project-plan building and customer' RFP analysis for Multimedia Contact Center realization with ASR/TTS features, based on VoIP with multi-site WAN topology (Industry sector)Customer reqs' analysis about Installation & COnfiguration of a multi-channel contact-center for internal users having a buil-in trouble-ticket application (Bet Industry)Customer reqs' analisys about IVR (Voice Portal) integration and Contact Center evolution adopting a new hw/sw system. Voice Portal integration for self-service customer approaching (Energy customer)Customer' RFP evaluation about the building of a new call center service Platform based on VoIP technology together the maintenance and specialist support evaluation (Bank). Show less
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Client Consultant
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Sep 2011 - Oct 2011
RFP analysis and macro-plan creation together local vietnamite NTT DATA partner Developing a contact center for the VTNP (Vietnam Telecom National company) based on Cisco ICM RFP analysis and macro-plan creation together local vietnamite NTT DATA partner Developing a contact center for the VTNP (Vietnam Telecom National company) based on Cisco ICM
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NTT DATA Italia
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Italy
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IT Services and IT Consulting
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700 & Above Employee
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Competence Manager
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Jun 2006 - Jun 2011
Analisys for the integration of Cisco CRSP NIC to grouping fixed and mobile signalling network in order to build an interworking environment for one of leading italian Mobile Telecom Market provider. Technology Swapping for Nortel Periphonics IVR (VPS to MPS) in the CTI platform contest of Cisco ICM for one of leading italian Mobile Telecom Market provider INAP-SS7 integration in Cisco ICM for a lead provider of Mobile Telecom Market in Brazil. Trainer on Cisco ICM technology for one of the local mobile telco operator in Turkey. Cisco ICM configurations for a INAP/SS7 swapping project for one of leading italian Mobile Telecom Market provider. Trainer on various courses related to Cisco ICM Architecture Show less
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Technical manager
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1999 - 2005
- Project activity with management, installation and configuration stages to for a Call center for one of the first mobile provider of South-America; in this session I have had also the responsability of a recruitment stage for local TeleAp quarter start-up. - Technical feasibility studies for a CTI release migration for a primary mobile telco provider. - Consultant for a Call Center implementation (mobile customer) in Turkey. - Consultancies on Cisco ICM platform (TDM tecnology) for some telco customers. - CTI Consultant Genesys T-Server Framework 5.1 for a starting Telco provider (both wireline and GSM). - Full flow design and development of IVR application for a gambling provider on the Nortel IVR platform. - Processing Technical Specifications for CTI integration in an automotive company. - Cisco ICM 4.6.1 trainer in a courses delivery for TIM Italy. Show less
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Analyst Developer
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Feb 1995 - Aug 1999
– Design and development of ActiveX components and services for Windows NT client-server architecture, among them: TAPI ActiveX, ActiveX alphanumeric pager for use in a Cadic (Computer Aided Dispatchment and Integration Control) application developed for the central operations of the Police of Lyon and SIS of Geneva. - Analysis of the product Dialogic CT-Connect. - Consultant on the Genesys T-Server Framework 5.1 and Nortel IVR platforms, as well as the configuration of telephony flows in a Nortel Meridian environment. - Development of functional specifications for porting an application from a system equipped with Personal Computers Olivetti Communication System to one with Intel Proshare 2.0. - Porting of an application (kiosk-like ) for the Banco Zaragozano (Zaragoza, SP). - Beta-testers of the release of Intel Proshare 2.1 and Microsoft TAPI 2.1 - Design of a software framework for CTI applications (OliCTI). - Developing a script-language (MLR) for Dialogic boards for the development of applications IVR-style on Win NT platform. - Participation in the design and implementation of multimedia information system for the Consortium of Information Canavese (Italy), based on the location of kiosks with the ability to connect to remote DB and ISDN video streams (using Olivetti Personal Computers Communication rel 3.0). Show less
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Education
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1986 - 1994
Università degli Studi di Salerno
Laurea, Scienze dell'Informazione -
1980 - 1984
Istituto Vescovile Parificato - Nola
Liceo, Scientifico
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