Bruno Bompar Email & Phone Number

Paris

Levallois-Perret, Île-De-France, France

Montpellier

Support ManagerSMAG’s Support Manager for 3 sites : Montpellier, Châlons en Champagne, Estrées St Denis for all Smag products : atland, agreo, Lea, AgreoSeeds. Managing 20 persons including 3 Team Leaders. On this last 2 years period : Customer Satisfaction raised from 78% to 94%, agreo’s backlog reduced by half (2000→1000) and by a factor 15 for unassigned issues (300→20). Implementation of Support Levels (L1, L2, L3). Implementation of Zendesk, using agility method : specification, projet plan, Kanban, settings, agents and customers’ trainings, and system administration. Transfert of the 2000 on going opened tickets and of 300 customers from the Athénéo ticketing system to Zendesk. Creation of the customers Knowledge Base, of the Communities for enhancement requests, and of the MySmag portal. Interfacing between Zendesk and Bugzilla and Jira. Recovery of Support reputation, internally, and to the customers.Being the French leader in agriculture IT, SMAG designs and edits softwares in charge of farming and production traceability.

Paris

In charge of Axigate's Support, integration and infrastructure. Manager of 6 persons, backlog's decrease by a factor 2 (1211 → 605) as well as non assigned issues (3624 → 1553), on a 6 months period. Creation of a technical Knowledge Base , and also a ticketting system for the internal infrastructure issues (Jira). Project managers' requested tasks coordination (upgrades, versions and patches, referential updates. Recovery of Support image to the customers. Internal infrastructure management, hardware purchasing, Linux servers upgrades, virtualaization on VMWARE, company infrastructure move, and recabling, patching, restart in one day.The aXigate system delivers every expected functions for Health institutions. Qualified on bases managing millions of complex and multimedia patient files, and supporting thousands of concurent accesses, aXigate is deployed on all sizes hospitals since 2002.

Paris Area, France

Technical Support Director in Linagora, managing a team of 10 persons, backlog decreased by half, issues resolution time reduced by 25%, customer satisfaction increased by 1 point on 5. Recovery of Support image to the customers.Linagora is the first services company in France proposing an offer solely based on free software (Opensource)

In charge of EMEA Support at Ingres, with successful results : in 5 years, brought customer satisfaction from 84% to 96%, backlog from 380 to 142 issues, age at close from 60 days to 45. Direct contact with huge customers, such as SNCF, L’Oreal, Barclays, BNP Paribas, Lufthansa, Sainsbury, Army, Ministries of all EMEA countries… Additionally, founded Ingres France with five colleagues, started an office from scratch, put in place Service desk support ticketing application and related procedures, Webex ACD, Nortel ACD. Additionally, managed Ingres Open Source projects, and road shows, presentations, forums, member of OW2 and TSANet. I was promoted to a Director, Customer Support role for EMEA in 2007, managing 15 persons in Europe, and interfacing between Sales, Development, Services, reporting to WW Support VP in the USA. Expert in crisis management, customers’ escalations, team building, and employees’ motivation.Ingres is a leader in OpenSource Database systems. Now Actian

Continuation of french Ingres customers' support, set up of an European Specialist team in Slough, UK, EMEA customers support at an expert level. Promoted Manager of this team in 2000, then Senior Manager for all EMEA support in 2003, in charge of 5 additional product lines. Management of a 50+ people team in Europe. Ingres database was then aquired in 2005 by Ingres Corp, and moved to an opensource business model.

Ensured phone Support of the Ingres Database customers, in France. Ask Ingres was developing, maintaining and selling the Ingres Database system, number 2 database at that time, and was bought by Computer Associates, that I joined.

Dut, Computer Science

Activities and Societies: Informatique, musique, batterie,De l'informatique, de la musique

Dut, Informatique

Activities and Societies: The GorgonsDe l'informatique, de la musique, des concerts