Freelancer profile translated to English.

Description

I intervene on bothuser helpdesk/supportand **advanced SaaS application support**, with a human, analytical, and resolution-oriented approach.

I help SaaS companies to make their support reliable: **ticket processing**, diagnostics, **incident management**, **escalations**, documentation, process improvement, and resolution quality.

During more than 5 years at HomeByMe (Dassault Systèmes), I held the highest level of support before Product/R&D on a 3D SaaS platform for consumers. I managed support organization, priorities, escalations, resolution quality, as well as training and skill development for the N1/N2 agents working with me.

My profile isatypical**: I combine clear and structured **user communication**, **product/marketing insight**, great analytical creativity in problem-solving and process improvement, and technical understanding that allows me to analyze bugs, intervene on project data, and **produce actionable escalations for Product/R&D.

This combination allows me topropose solutions focused on user satisfaction without losing sight of business objectives**: perceived quality, brand image, product consistency, operational efficiency, and **collaborationwithtechnical, UX, or marketing teams.

I then trained a larger team in taking over advanced support: diagnostics, incident qualification, documentation, handover of complex cases, and escalation processes.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Remote only

Primarily works remotely

HomeByMe | Dassault Systèmes (3DS)
Transition & Knowledge Transfer Lead
January 2026 - Today (7 months)
• ● Led the structured transition of advanced application support responsibilities to an internal team of 12 engineers.
• ● Designed and executed a progressive knowledge transfer plan to secure operational continuity during team transition.
• ● Delivered advanced training sessions on complex diagnostics, escalation logic, and support practices in a demanding SaaS environment.
• ● Built structured documentation, escalation frameworks, and best-practice guidelines to strengthen long-term team autonomy.
• ● Supported decision-making and service stability on complex cases during organizational restructuring.
Team Management Knowledge Transfer Training Technical Documentation Customer Service
HomeByMe | Dassault Systèmes (3DS)
Senior SaaS Application Support N2/N3
ARCHITECTURE AND URBAN PLANNING
January 2021 - January 2026 (5 years)
With over 5 years at HomeByMe (Dassault Systèmes), I held the highest level of technical support before Product/R&D on a large-scale 3D SaaS.

My scope combined advanced case management, application diagnostics, bug reproduction, incident qualification, structured escalations, support process improvements, and actionable field feedback for Product/UX.

I also managed the HomeByMe support organization: priorities, resolution quality, response consistency, escalation logic, training, and skill development for the N1/N2 agents working with me.

I intervened directly on cases requiring a finer technical read: user environment, browser/WebGL, performance, rendering, project data, configuration inconsistencies, difficult-to-reproduce behaviors.

When possible within the support scope, I resolved blockers directly: correcting or cleaning project data, removing problematic blocks, adjusting configurations/JSON, re-injecting clean projects, and implementing reliable workarounds to unblock the user.

I also produced actionable R&D escalations: clear context, reproduction steps, probable cause analysis, distinction between bug, usage, product limitation, project issue, or user environment problem.
Technical Support Software as a Service (SaaS) Training Customer Service Troubleshooting
Enedis
Consultant — Electrical Grid Connection Services | Enedis
ENERGY AND UTILITIES
January 2016 - December 2016 (11 months)
Paris, France
Handled electrical grid connection requests, customer follow-up, documentation checks, and issue coordination for Enedis.