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Stephane GUINAULT

PARIS

En résumé

Mes compétences :
Communication interne
Communication externe
Gestion de crise
Ecoute client
Satisfaction client
analytic troubleshooting
Oracle
DMAIC
responsible for the French Solution Center
responsible for customer satisfaction
release management
decision analysis
VMware
VCE Support experience
Team player
Sun Solaris
SLA
Responsible for incident reporting
PRINCE2 methodology
Oracle Projects
Omniback
ORACLE GCS
Manage the communication
Interpersonal skills
HP-UX
HP OpenView
HP Hardware
Escalation management
Encephalomyocarditis
Cisco Switches/Routers
Account management

Entreprises

  • DellEMC - DataCenter Solutions Principal

    2018 - maintenant

  • Dell EMC - Senior Customer Advocate

    MONTPELLIER 2016 - maintenant

  • VCE - Customer Advocate

    2011 - 2016 The Customer Advocate role is equivalent to Service Delivery Manager (or SAM).
    I'm working in an international team, in charge of strategic customers in Europe.

    Customer satisfaction
    Build a strong customer relationship and facilitate VCE Support experience to maximize customer
    satisfaction. Coordinate and drive the service delivery in respect with the agreed SLAs. Conduct the
    service reviews and ensure effective communication of all technical queries and problem resolution
    from the customer to corporate resources.

    Escalation management
    Act as the Primary Incident Manager in case of technical escalations, in charge of both internal and
    external communication, coordinating the VCE, EMC, Cisco and VMware support teams efforts in
    order to drive and accelerate the crisis resolution.

    Proactive support recommendations
    Act as the trusted advisor, providing proactive recommendation on release management, review
    technical and security alerts on the Vblock™ Systems and drive corrective action plans.

    Business contribution
    Identify potential sales opportunities, and work with the account team on contracts renewal and
    service purchase.

  • Oracle - Service Delivery Manager

    Colombes 2010 - 2011

  • Sun Microsystems - Service Delivery Manager - Oracle

    Santa Clara 2007 - 2011 In charge of strategic French customers from different sectors and representing an average
    support contract value of 2.5 M EUR each

    Customer support management
    Develop customer relationship. Act as a customer advocate, responsible for customer satisfaction,
    using the appropriate resources to meet contractual service obligations and maximize customer's
    system availability. Owns, manages and reports on Service Level Agreements.

    Single point of contact for Customers and Sales for service deliverables

    Build strong relationships across lines of business within Oracle to optimize the service delivery in
    respect with the agreed SLAs. Identify sales opportunities to contribute to the business growth.
    Contributes to cost control and margin improvement for services delivery.

    Manage the communication to external and internal stakeholders
    Understand the customer business and technical environment, participate in high level business
    escalations, working with Oracle service and sales teams to optimize the problem resolution.

  • Sun Microsystems - Service Delivery Manager Manager

    Santa Clara 2006 - 2010

  • Sun Microsystems - Support Engineer

    Santa Clara 2000 - 2006

  • Sun Microsystems - System Engineer

    Santa Clara 2000 - 2006 Sun Sigma Projects
    Project Leader on ``Managing implications of customers' specific SLAs within GCS France'' (DMAIC).
    Team member on ``Global Customer Service Process Map'', ``Design a new Call Flow'' (Sunshots),
    ``eSGR''(DMAIC, worldwide tool for analytic troubleshooting)

    SGR Facilitator
    Conduct troubleshooting session, consisting in situation appraisal, analytic troubleshooting, potential problem and decision analysis. Provide coaching sessions to the support team.

    Technical Account Manager for SNECMA MOTORS (06/03-12/04)
    Responsible for incident reporting and proactive recommendations for critical environments.

    Product Responsible Engineer for Sun Fire V880 mid-range server
    Technical expertise and product training responsible for the French Solution Center.

    Solution Center Engineer

  • Ares - Support Engineer HP-UX

    Montreuil 1998 - 2000

  • Ares Group - Support Engineer

    1998 - 2000 First Level of support on HP-UX operating system and HP softwares (HP Omniback II, HP Openview)

Formations

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