Experience

• 

  Watsoft

  Aug 2009 - Aug 2012

  Technical support

  French software support (Mail server, IPBX, Backup, Antivirus)Setting up a Business Continuity Plan by clustering servers. Performing training sessionsEffective CommunicationTime managementPresentation capable

• 

  Dell technologies

  Sept 2012 - now

  I lead a team of knowledge and video project managers specialized in Online Content.We partner with technical support to create online assets with the goal to increase web interactions and decrease case creation. Support and coach a team of content writers publishing technical.- Content Quality / Processes / Reporting and Spreadsheets / Collaboration Create and promote technical articles on Dell EMC Enterprise products, enabling case deflection.- Authoring skills / SEO / Content promotion / HTML Hardware support for French customers on Dell EMC compute products (PowerEdge) - Service Desk expert / Solving skills / KPI Familiar / Customer oriented

  • Senior Manager - Knowledge Management

    Jan 2020 - now

  • Enterprise Content Lead

    Dec 2018 - Jan 2020

  • Enterprise Content Specialist

    Aug 2015 - Dec 2018

  • Technical Support Engineer

    Sept 2012 - Aug 2015