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Roderick Bianes is a seasoned technical support professional currently serving as a Technical Support Team Lead - Telephony at Genesys since August 2017, previously holding the role of Senior Technical Support Engineer. Prior experience includes leading the Voicesupport Team at Regus, where responsibilities encompassed ensuring ticket resolution within SLA, monitoring team performance through KPI metrics, and managing escalations. Roderick also worked as a VoIP Administrator at Regus, tackling trouble tickets related to a variety of telephony systems. Earlier roles include NOC Engineer at Symbio Inc., IT at Ephoenx, System Administrator at Quinn Data Facilities, and Programmer/System Admin at Race Queen Inc. Roderick holds a BS in Computer Science from Eastern Samar State University and a degree in Computer System Design and Programming from AMACLC.