Christophe DELAMOTTE

En résumé

Entreprises

• Talend - Global Support Director

  Suresnes 2012 - maintenant Managed and developed Global Support organization by implementing “Follow the Sun” Support as well as centralized processes and initiatives to increase customer satisfaction. The "Global Support Services' team has considered and resolved 7,000 customer tickets over the past year, while ensuring and contributing to a significant increase of product license renewal to a rate of 15% .
  Accomplishments:
  o « Follow the Sun » Support and Mission Critical support (24/7/365) implementation
  o Support team structure re-organization. Management role creation per region(US/EMEA/ASIA) and Support escalation path definition
  o Recruitment and resource alignment (10+ resources hired & trained)
  o KPI & SLA definition and implementation
  o Competency matrix and training content creation to upskill Support team and contribute to customer satisfaction
  o Implementation of various reports aimed to the control and continuous improvement of service
  o Support Service offering alignment and support customer portal content management
  o Deployment of quality initiatives and development of "best practices"
  o Monitoring & control of Support Team performance in regard of defined goals and objectives
  

• DELL France – St D - EMEA SER Regional Delivery Manager

  2005 - 2012 EMEA Enterprise Delivery department management. (Dell & Partners, 40 persons)
  Accomplishments:
  o Improved performance while maintaining high quality standards and a strong customer orientation
  o P & L management and cost reduction
  o Management and selection of delivery partners (MSA & QBR)
  o Active member of the NPI / NSI (introduction of new products and services Dell EMEA)
  o Implementation of ISO 9000 quality program and certification of Montpellier and Saint Denis sites
  o Complex project management
  o Customer satisfaction monitoring and initiative work to enhance efficiency and effectiveness. (97% in 2012)
  o Control and management of delivery activity metrics (Total productivity: 95,2 %, Total Billable : 75,6%)
  o Skills and competencies management (HW / SW / certifications)
  o Monitoring & control of Support Team performance in regard of defined goals and objectives

• EMC - NAS/SAN Escalation Manager

  Bezons 1995 - 2005 NAS escalation manager and Performance & Tuning team management. HW/SW Capacity planning, performance and tuning service offering creation.
  Accomplishments:
  o NAS & Support Level 2 team management
  o Performance & Tuning team creation and management
  o HW/SW Capacity planning, performance and tuning service offering creation.
  o Performance engagement and application fine tuning (HW/SW)
  o Crisis situation management and action plan definition
  o Capacity planning and pre sales qualification
  o Complex architecture definition and configuration (Mainframe and Open)
  

• HITACHI DATA SYSTEME - System & Field Engineer & CPU installationTeam lead

  1993 - 1995 • Complex CPU installation Team lead (GX / EX series)
  • System engineer VM/MVS (IBM school certified)
  • Hardware / Software Engineer
  • Presales technical validation
  • System performance & tuning

• GRANADA COMPUTER SERVICES - Field Engineer

  1991 - 1993 • HW/SW Field Engineer (CPU and peripherals IBM / Bull / Comparex)
  • On site maintenance for big accounts

• SET ELECTRONIQUE - Laser Printer Field Engineer

  1988 - maintenant • Laser printer maintenance
  • Impact printer maintenance

Formations

• Institut Privé Control-Data

  Paris 1987 - 1988 Field engineer

Réseau

• Bassem BENJEMAA

• Cindy VERHOEST

• Ferréol HOPPENOT

• Florence PELLEGRINI

• Fred MORZAK

• Jc BERNHARD

• Jérémy MARTIN

• Marc CHABANAS

• Stéphane BERTHAUD