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Pierrick PONS

San Francisco

En résumé

Project leader for production services with a focus on the customer quality. Responsible of services from construction to production to guaranty service level agreements while ensuring a positive margin.

Actively looking for work in Canada.

Mes compétences :
ITIL
Informatique
Apache
SQL
Tomcat
PHP
Java EE
Java Platform
VMware
Oracle
Linux
MySQL

Entreprises

  • Visa - Technical Account Manager

    San Francisco 2015 - maintenant Technical Account Manager, with the Cybersource team, covering MENA, within VISA (Middle East).

  • Multimedia Business Services (Orange Business Services) - Customer Service Manager

    2012 - 2015 Project Manager for running services

    - Responsible for quality expected and customer satisfaction
    - Key accounts manager for global customer relationships
    - Monitoring of costs, loads and revenues
    - Business role by monitoring margins to produce profits and losses indicators
    - Pre-sales and upselling activities
    - Key business indicators and scorecards for executive management
    - Capacity planning for technical services
    - Link between customer and internal teams
    - Set up of support chain and ITIL documents
    - Customer reporting
    - Escalation procedures and crisis management

  • Multimedia Business Services (Orange Business Services) - Technical Manager

    2008 - 2012 Responsible for system architectures and services on web and e-commerce platforms.

    Mission :
    - System engineers team supervisor on e-shop activities
    - Involved in steering comitees for production services
    - Architecture and building of high availability platforms
    - business proposals writing
    - Technical referent of virtualized VmWare platforms, mutualized web platforms and on-line billing web site.
    - On-call duties to support technical engineers
    - Internal trainings provider
    - Responsible for key performance indicators and projects documentation
    - Pre sales follow-up
    - Steering of customer services portfolio technical aspects

    Projects : Orange e-shops (Armenia, Dominican Republic and Spain).
    VmWare virtualized platform for shared web hosting services (java and php). Louvre community web site.

  • Online Multimedia (Orange Business Services) - System Engineer

    2005 - 2008 Technical conception and deployment. Service support.

    Mission :
    - Redesign of a complete mail platform in a multi-site environment
    - Technical review of a DNS solution
    - Building linux platforms
    - Monitoring services
    - Operating system installation
    - Backup services
    - Customer support
    - Hotline
    - On-call duties

  • CVF ( Filiale France Telecom) - System administrator

    2000 - 2005 Daily system operations on services platforms. Service support

    Mission :
    - Linux servers installation
    - System configuration and integration
    - Platforms monitoring
    - Customer support
    - Hotline
    - On-call duties

Formations

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