Bois-Colombes
After 11 years working at Transportation Working Systems, developing and supporting software solutions for road and structure maintenance, I joined IBM Cloud Support in August 2014 just after graduating from a Master of Engineering (M.Eng.) (French academic title: Ingénieur Diplômé), Information system architecture and e-business at Polytech Marseille (France).
As Technical Support Engineer I am a member of EMEA UrbanCode Support Team, delivering support for UrbanCode Deploy, Release and BluePrint Designer.
I am in relation with engineers from global companies, troubleshooting technical issues related with Devops and UrbanCode products. As UrbanCode products are highly integrated with tier solutions, I tackle problems related with: Network, Database, Java application/server performances, Agent/Server architecture, High Availability, Load Balancing, Shell/Groovy/Python/Javascript scripting, CLI/REST, SPA web client, continuous delivery design process.
The troubleshooting process is based on Kepner & Tregoe problem solving to perform root cause analysis (RCA), make decisions, and implement resolution plans to provide high quality support service to customers.
I am using written and spoken English, French and Spanish with customers located in EMEA region but also worldwide for high severity issues.
Real autonomy working and very good customer relationship. Managing weekly calls with customers to review full open tickets situation but also discuss about detailed technical issues when needed.
Mes compétences :
Solr
Javascript
JEE
Net
Portlet
C#
Architecture logicielle
Communication
