Derek Davlut
Ottawa,Canada
Summary
Oversaw the implementation and configuration of Cisco networking telephony systems and CRM customizations for call centers. Collaborated with teams to integrate Genesys Cloud, Genesys Engage, Avaya, and Mitel systems effectively.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Senior Contact Center Specialist (R&D)
Upland Software Inc
12.2015 - Current
- Executed integration of Dynamics D365, Salesforce, and Genesys utilizing omni-channel strategies and tailored solutions with diverse telephony systems and custom CTI solutions.
- Configured and administered Avaya Aura, Cisco UCCX/UCCE/PCCE/WX, Genesys Cloud, and Genesys Engage on-premise systems.
- Assisted in daily operations of Salesforce customizations including chatbots, call centers, live messaging, and custom applications. Supported omni-channel strategies to enhance customer engagement. Collaborated with teams to implement effective solutions.
- Assisted in establishing mock call centers utilizing Cisco UCCX, UCCE, and CCM technologies. Supported the setup of Avaya IPO and Avaya call centers. Aided in configuring Genesys Pure Engage, Asterisk, and Mitel MIVB and MICC systems.
- Leveraged multiple AI platforms within Visual Code to optimize productivity workflows.
- Configured federated servers and established custom SSO applications to enhance user authentication processes.
- Assisted in managing Windows and Azure environments to support daily operations. Provided technical support for users experiencing issues with Windows and Azure services. Collaborated with team members to troubleshoot and resolve system-related problems.
- Executed Linux administration tasks to ensure optimal system performance and reliability.
IT Manager
Welch LLP
01.2004 - 08.2013
- Developed the IT strategic plan and drove key departmental objectives including improved client engagement through a business-aligned governance committee, validated applications, implemented scalable and maintainable application architectures and robust infrastructure operations
- Managed and administered all aspects of IT Security including physical security
- Virtualization of servers and desktops using VMWare 4.x/5.x and Site Recovery Manager
- Implemented various technologies for a secure mobile workforce
- Designed and configured co-location space with real-time fail-over and a High-Availability Exchange server using NetAPP, VMWare and a site-to-site PVLAN
- Managed a team of 4 (two helpdesk, one network support and a consultant)
- Assisted with ERP implementation for time and billing system
- Recommended and administered a Mitel 3300 VoIP system
- Developed network security and social media policies
- Managed the Ottawa, Toronto and Renfrew IT infrastructures and client requests
- Real-time monitoring for all critical devices and server rooms
- Conducted lunch and learn training sessions as well as structured in-house training for IT security and fundamentals.
Education
Bachelor of Science (B.S.) - Computer Science
Laurentian University
Sudbury, ON02-1998
Skills
Implementation of contact center on-premise and cloud with integrated telephony solutions to enhance operational efficiency and for development Guided teams in optimizing technology use to improve customer interactions Championed initiatives that elevated service quality and responsiveness
Administered cloud infrastructure management to support scalable and secure operations
Led diverse teams in executing strategic initiatives to meet organizational objectives Cultivated a culture of collaboration and innovation among team members Oversaw project coordination to align efforts with company goals
Utilized critical thinking to develop effective solutions for operational challenges
Led initiatives to enhance cybersecurity measures across organizational infrastructure Oversaw the development and execution of security policies to protect data integrity Collaborated with cross-functional teams to address vulnerabilities and improve overall security posture
Certification
- Microsoft Certified Professional (MCP)
- A+ Certification
- Genesys Cloud Certified Partner
Languages
English
AWARDS
Blue Cape Award, given to only 1% of top performers in Upland Software
CAREER OVERVIEW
Over 24 years of experience as an IT professional committed to maintaining cutting edge technical skills, up-to-date industry knowledge with an emphasis on being a team player. Williness to enhance my proficiency in French.
Timeline
Senior Contact Center Specialist (R&D)
Upland Software Inc
12.2015 - Current
IT Manager
Welch LLP
01.2004 - 08.2013
Bachelor of Science (B.S.) - Computer Science
Laurentian University