Freelancer profile translated to English.

Description

A skilled technician, serving legal professionals (lawyers/jurists) for 23 years, including 14 years as a Technical and Application Support Manager at Wolters Kluwer. A sign of stability, perseverance, and loyalty. I am ready to take on new challenges in the same field or others.

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Can work on-site

Asnières-sur-Seine (up to 30km)

Wolters Kluwer
Support Manager
SOFTWARE PUBLISHING
September 2022 - October 2024 (2 years and 1 month)
Bois-Colombes, France
Level 1 – Level 2 – Level 3 Support (escalation) / Dispute and crisis management
Management of technical activity (installation of our on-premise applications).
Reconciliation of France – Belgium supports as part of the regionalization of the activity. Identification of synergies.
Harmonization of support best practices - Reinforcement of customer satisfaction.
Member of the European support committee and Member of the regional management committee.
Team Management IT Technician Customer Support Synergy Process Harmonization
Wolters Kluwer
Support Manager
SOFTWARE PUBLISHING
June 2012 - August 2022 (10 years and 2 months)
Rueil-Malmaison, France
Level 1 – Level 2 – Level 3 Incident Processing (escalation) / Dispute and crisis management.
Handling of Technical Audits in pre-sales and in case of dispute.
Management of request flow - Gathering customer needs - Customer communication.
Reorganization of Legisway and easyQuorum support following the 2 acquisitions.
Adherence to SLAs, procedures, and support best practices.
Crisis management, business continuity, and backlog monitoring
Identification and implementation of activity monitoring indicators.
Creation of an outsourced Level 1 support at Teleperformance in Portugal.
Implementation of a ticket management tool (Salesforce) and NPS.
Creation of a support knowledge base.
Team Management Organization and Structuring Communication Customer Support Performance Improvement
Wolters Kluwer
Technical Support Supervisor
SOFTWARE PUBLISHING
May 2010 - May 2012 (2 years)
Rueil-Malmaison, France
Supervision of support activities alongside the Production Manager.
Supervision of support request flows: qualification, prioritization, assignment, and monitoring.
Adherence to SLAs, procedures, and support best practices.
Crisis management, business continuity, and backlog monitoring
Direct support and coaching of technicians.
Deployment of system/application updates and patches.
Reporting of major incidents.
Flow Management Customer Support Teamwork and Animation Schedule Management Coordination