Mes compétences :
6 SIGMA
Apple
Customer care
IT Management
ITIL
Management
management support
Microsoft Project
Support
Entreprises
Apple
PARISmaintenant
Apple Inc.
- Manager Enterprise Support EMEA
PARIS2009 - maintenant• Managed a team of 24 technical support technicians working on the EMEA market
• Multilingual team (English, French, German) providing phone & email technical support
• Coordinate with the US teams to provide support for the US and Asia-Pacific markets
• Daily/Weekly/Monthly monitoring of metrics (average handling time, logging quality, sales, first call
resolution) to reach defined KPI targets
• Quarterly Business Review of the team performance
• Annual review of the targets, and creation of new goals for the team and for the individuals
• Monitoring SLA and providing reports to the business
• Conduct weekly team meetings
• Conduct weekly check-in and monthly 1:1 review with each team member.
• Reviewing procedures, to optimize efficiency during calls • Call listening and case reviews, to make sure procedures are followed accurately
• On occasion, provide 3rd level support to customers (manager’s request or issue delegated from management)
• Collaborate with the Training department to create training courses aiming at improving the team’s
knowledge
• Collaborate with the Sales Engineers and the Business Development teams as well as Technical Account
Managers to assist high-end customers
• Improvement of support solutions, working with Product Management, Engineering, Marketing & Sales
• Recruitment to absorb the increase of incoming calls
• Management of the team’s budget, buying new equipment, funding team building events, monitoring
expense reports
• Maintaining a technology watch, keeping the team up to date with new technologies in IT
• Achievements:
- increased Customer Satisfaction to reach a year high of 83%
- increased Sales (+ 20% y/y)
- decreased average call handling time
- successfully lead a development project from conception to completion (iPhone based KPI scorecard)
Apple Inc.
- Enterprise Support Technician
PARIS2007 - 2009• Provided technical support for EMEA professional markets in English and French
• Gained expert knowledge of Apple’s professional multimedia softwares
• Gained expert knowledge of Apple’s servers, OS and storage solution
• Became SME for Xsan, Apple’s SAN solution
• Designed and implemented a testing environment for iPhone Enterprise Deployments (Active Directory, Exchange, Windows/Mac OS client machines), still used by the team as of Oct. 2010
• Provided training and mentoring for the new members of the team
• Assisted the manager in his daily tasks
• Covered for the manager during his absences
Apple Inc.
- Consumer Support Technician
PARIS2006 - 2007• Provided technical support for EMEA consumer markets in English and French
• Gained expert knowledge of Apple’s consumer hardware and softwares
• Became the technical reference for my team
TIMA/CMP
- Web Developer/IT Technician
2003 - 2006• Design of a CRM aimed at managing bulk orders of Integrated Circuits, using UML
• Development of the project using PHP, Ruby, Python and C.
• Redesign of an Access/SQL Server database to use MySQL
• Administration of the web server (Apache / Linux Debian)
• Administration of the Database server (MS Windows 2003 Server / MS SQL Server / MySQL)
• Providing technical support to the CMP team members
• Training and managing of 2 students who took part in this project in the last year, one of them ending
up replacing me at the end of my contract.
