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Florence FALLIES

Paris

En résumé

14 ans d'expérience dans la direction d'une équipe internationale de Support Technique de 18 personnes, chez un éditeur de logiciels d'analyse de code source et de prévention du risque informatique. Les problèmes remontés par les clients y sont complexes et très techniques.
De formation scientifique, l'identification de méthodologies de résolution de tels problèmes et leur application me passionne. Je suis aussi très attachée à la précision des réponses et au respect des SLAs, qui garantissent la satisfaction client.

Mes compétences :
Business Intelligence
Software developpment
Zendesk
Support technique
Jira
Management
Problem Solving
source code analysis
Project Management
SLA
Team Management
incident management
process deployment
SolidWork
Solid Edge
Bugzilla
C++
Confluence
FORTRAN
ITIL
Lisp
Microsoft Office
SDLC
Méthode agile
Service Desk

Entreprises

  • Ingenico - Head of Customer Support Niveau 2

    Paris 2018 - maintenant RETAIL Multi Channel Services Department, a global payment platform for enterprise retailers

    Change management of an international department (France, UK, Spain, Australia) - 12 ppl.
    Organize and structure the team :
    * Implementation and optimization of support processes: tickets allocation, updates and resolution within SLA ; ticket workflows ; major incidents protocol
    * Design of real-time dashboards and display screens for tracking ticket activity: assignment, productivity, process consistency
    * Coaching and support of the team members in the change management
    * Creation of a Knowledge Base with problem-solving methodologies, tools, 'How to' articles
    * Optimization of recruitment process and recruitment of Support engineers
    * Creation of training program to the product, processes and tools for new joiners
    * Development of a close collaboration with the R&D Squads with introduction of OLA
    * Development of transverse processes with Projects Managers

  • CAST, Meudon (92 - Director of Technical Support

    2005 - 2018 Software editor of source code analysis and software risk prevention

    Director of Technical Support
    Creation and management of the department in an international context (India, Europe, United States, China) - 18 ppl.

    Support customers:
    * 300 international customers: IT services companies, banks, insurance companies, public services, mobile operators ...
    * 3000 incidents a year
    * 96% satisfied customers
    * Respect of SLAs

    * Implementation of a Help Center
    * Editing and publication of a Technical Knowledge Base for problem solving - 2000 articles
    * Production of 60 service packs on 12 functional versions
    * Support of up to 4 functional versions in parallel

    Secure and make the teams more reliable:
    * Specialization of engineers by product components, implementation of 2 levels of support
    * Visits to offshore teams (India) to maintain their motivation
    * Recruitment, technical training of engineers, management of career changes
    * Management of team managers and local manager

    Simplify the engineers work:
    * Automation of repetitive tasks
    * Development of tools to help the investigation of problems
    * Setting up processes
    * Monitoring and measurement of productivity and quality: dashboards

  • Systran - Technical Support Manager

    Paris 2004 - 2005 Software editor of an online translation solution
    Technical Support Manager - 2 ppl.
    * Simplify processes
    * Clean up the current ticket database
    * Contribute to the Quality team's test plans

  • Alten - Software Engineer

    Boulogne-Billancourt 2000 - 2004 Service company in engineering and technology consulting
    Consultant
    Key Roles and Clients:
    * Helpdesk Engineer: project at Renault, Villiers-Saint-Frédéric (78)
    * Software Developer: project at Renault, Boulogne (92).
    * Software Developer: project for Canal + Technologies at Alten, Boulogne (92)
    * Software Developer: project at Canal + Technologies, Paris Montparnasse. Interactive
    Application Development department. Development of graphical user interfaces and API

  • UNIGRAPHICS SOLUTION - Software engineer

    1996 - 2000 Software editor for solid modeling
    Software engineer - 25 ppl dept.
    Unigraphics edits the Parasolid engine, integrated into many CAD programs: Unigraphics, SolidWork, SolidEdge, ComputerVision
    * Manage product evolutions for General Motors, General Electric, Opel, Boeing, Fujitsu
    * Design and develop new modules
    * Maintain software

Formations

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