-
VMware
- Technical Account Manager
GRENOBLE
2011 - maintenant
-
Editions Profil - BitDefender
- TAM / Pre-Sales Enterprise
2009 - maintenant
-
Symantec Ltd
- Sr Technical Account Manager
Courbevoie
2008 - maintenant
• Perform as a Remote Product Specialist for Business Critical Services customers with dedicated product expertise in the High End Security Product range.
• Perform analysis of customer's architecture, Provide technical advisement when new security vulnerabilities exist.
• Provide mitigation strategies relevant to the global security landscape in conjunction with the determination of customer’s needs.
• Reproduction of customers environments for troubleshooting purposes.
• Provide customer support to high profile/high impact customers (e.g. multi-million $$ contracts).
• Assigned as a lead in charge of day-to-day activities of an assigned team. This may include responsibility to ensure the smooth operation and functioning of the workgroup, including ensuring adequate 24x7 customer coverage.
-
Symantec Ltd
- Sr Technical Support Engineer
Courbevoie
2007 - 2007
I'm a part of the Advance Team:
- I'm providing support for Symantec's full line of antispam, and content filtering products including integrated appliances for Business Critical Customer.
- I'm managing high level cases Political/Technical
- Coaching and mentoring Front line engineer
- Responsible for escalating major/critical from the front line to Level 2
- Writing technical notes,
- Training of other employees
-
Symantec Ltd
- Product Support Analyst
Courbevoie
2006 - 2006
Qualified Customer Support Technician for Enterprise AntiVirus Gold Team. Answer telephone calls and provide software support to corporate users of our network AntiVirus and security products. Collect information related to product enhancement requests and document software problems from corporate users. Work on various projects such as writing technical notes, product documentation, and training of other employees, conducting research on customer problems, and other related duties.
Work as part of a team providing professional and comprehensive support to Symantec customers.
• Dealing with customer technical issues over the telephone on a daily basis using a call tracking system.
• Ensuring customer satisfaction by providing a professional service and swift resolution to all customer issues
• Providing customer feedback on their issues as they are progressed and record any interactions within the case handling system.
• Recreating problems in house and providing evidence where bug fixes are required
• Supporting UNIX environment: Linux (Suze, RedHat), Solaris.
• Supporting MICROSOFT environment: Windows 2003, Windows 2000 server and desktop, Windows XP.
-
Symantec Ltd
- Technical Support Engineer
Courbevoie
2006 - 2007
Support for Symantec's full line of Enterprise virus protection(Symantec anitivus Corp, Scan engine) , antispam (Symantec Mail Security for Domino, Exchange, relay SMTP), and content filtering products including integrated appliances (Symantec Mail security 81xx,82xx and 83xx)for Platinum and Business Critical Customer. Collect information related to product enhancement requests and document software problems from corporate users. Work on various projects such as writing technical notes, product documentation, and training of other employees, conducting research on customer problems, and other related duties.
Work as part of a team providing professional and comprehensive support to Symantec customers.
• Dealing with customer technical issues over the telephone on a daily basis using a call tracking system.
• Ensuring customer satisfaction by providing a professional service and swift resolution to all customer issues
• Providing customer feedback on their issues as they are progressed and record any interactions within the case handling system.
• Recreating problems in house and providing evidence where bug fixes are required
• Supporting UNIX environment: Linux (Suze, RedHat), Solaris.
• Supporting MICROSOFT environment: Windows 2003, Windows 2000 server and desktop, Windows XP.
• Supporting SMTP software as Sendmail, IIS.
Train And Mentor Agents for the internal/external knowledge database:
Guide agents on:
- How to write effective solution documents
- Knowledge database policies, processes, and guidelines
- The benefits of the Knowledge database methodology.
- How to use the Knowledge database tool efficiently and effectively
- Answer questions as needed on the above subjects
- Monitor agents’ solution documents as needed and provide appropriate feedback
-
Hewlett Packard
- Level 2 Resolution
COURTABOEUF
2004 - 2006
- I worked in Level 2nd Resolution, my role is provide 2nd level support for Lotus Notes 5 and 6.5, Ms Office, laptops and Workstations (Win 2K et XP), PDA and remote connections (VPN, RTC, DSL).
Lotus Notes administrator for Dublin Site (Basic tasks).
- Responsible for escalating major/critical issues to the correct team, and sufficiently following up where needed while keeping the customer/team leader/manager informed.
- Assist in the development of Coach’s level 1 and level 2.
- Coaching and training 1st level technicians.
- Writing technical documents.
- Manage Support Transition from Benelux to Ireland
-
CyberCartes
- Graphic redesign and integration of Wanadoo E-postcard service component
2003 - 2003
* Analysis of original source code for modifications (Apache, PHP et MYSQL),
* Secure payment system integration, management, W-Ha (Tomcat, jsp),
* Regular contact with Wanadoo and W-Ha technicians,
* Product setup on wanadoo server (UNIX).
-
Intuitivarts
- Web Developper and system administrator
2003 - 2004
* Creation and installation/ implementation of a FreeBSD (UNIX System) powered secure LAN.
o Management user permission of the system
o Samba server files sharing(Windows and Unix Clients)
o Mysql server with multi-user connection
o Webmin server from remote management of servers and systems
o FireWall to protect system
o FTP server to upload/Download remote files
o SSH server for remote access
* Analysis of internal needs, creation of database, development of customers and production intranet management (PHP/PostgreSQL).
* Keeping up with technological innovations and new virus definitions and update software if necessary.
* Contact with customer: needs analysis, writing up of specifications and post delivery support.
* Conception and realization of personalized web sites with back-office (PHP, SQL/MYSQL, JAVASCRIPT, HTML, POSTGRESQL, XML, SOAP …).
* Teaching experience, in PHP/MYSQL and internet introduction.
