Stephane GUINAULT

En résumé

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

• Université Paris 6 Pierre Et Marie Curie

  Paris 1990 - 1997

Réseau

• Alain CARASSO

• Alexandre BOULET

• Eric DELARUELLE

• François DOUVRY

• Laurent BOSCHET

• Laurent GUICHARDON

• Olivier BERNARD

• Orlando APPELL

• Philippe MULLER

• Thierry BRIMBEUF