Denis-Claude Fleury Email and Phone Number

Adobe’s Platform Technical Response Team provides the highest tier of support to Adobe’s customers and is the global point of technical expertise to all other business units within Adobe.My primary focus is Adobe’s ColdFusion software. As a member of ColdFusion’s Engineering Escalation Team, I interact with all other departments (Engineering, QA, Sales, Documentation and Marketing) to offer technical assistance whenever it is required.Duties of this role include:o Resolving complex customer issues quickly and efficiently.o Interacting with engineering for all ColdFusion issues and providing input regarding new features currently being developed.o Publishing new Knowledge Base articles on our website to inform our customers of the latest issues and their resolutions.o Providing training to other groups.o Participating in bi-weekly meetings with the documentation team to review the latest ColdFusion Developer Center articles, as well as, updates to our product documentation.o Participating in all ColdFusion related discussions with Adobe’s Product Security Incident Response Team (PSIRT) regarding security issues. Assisting with the analysis, resolution, documentation and publication of issues.o Administering and leading weekly meetings with all of Adobe’s World Wide ColdFusion support staff to discuss existing issues and promote collaboration in order to find resolutions.I am also the Technical Account Manager and dedicated support contact person for several of Adobe’s largest ColdFusion customers. I provide 24/7 enhanced support for these customers.

As a member of Adobe’s Enterprise Developer Platform Support team, I was responsible for providing in-depth technical/developer support for ColdFusion, Flex, LiveCycle Data Services, Flash Media Server and related technologies to Adobe’s enterprise customers and partners.Duties of this role included:o Resolving complex customer issues quickly and efficiently.o Offering expert advice to Adobe’s customers regarding the Flash Platform products.o Publishing new Knowledge Base articles on our website.Other achievements:o Participated in the development of the Customer Care Response Tool: A rich internet application that utilizes several new Adobe technologies (ColdFusion 8, Flex 3, AIR 1.0), which helps streamline the process for Adobe employees to request assistance from the worldwide customer care organization on behalf of customers.o Represented Adobe’s worldwide customer care organization at Adobe MAX 2008: The largest Adobe annual event connecting many of Adobe’s largest customers in one single venue. Provided on-site support at the Support Lab kiosk for any of the event’s participants while promoting the program.o Replaced several Technical Account Manager’s when they were away for long periods and provided 24/7 enhanced support to some of Adobe’s largest customers.

Performing a wide array of business/technical services tailored to project and client requirements, including, business process re-engineering, development of custom applications, application implementation and on-going maintenance of existing applications.Other duties included:o Leading teams of resources in all phases of the project life cycle to ensure project success.o Project management.o Providing the highest level of 24/7 technical support for all application issues. Primed with resolving critical issues as well as any other issues that cannot be resolved by other members.o Working closely with other Bell Systems and Technology staff from the prospecting stage through delivery and follow-up, to ensure customer needs are effectively identified and addressed.o Building and maintaining positive relationships with existing and prospective clients.o Maintaining leading-edge business and technical knowledge.o Mentoring and coaching junior and intermediate developers on the department’s standards and practices.o Participating in proposal development and the development and delivery of presentations.o Acting Service Level Manager when needed.

Responsible for producing applications in an Agile development environment. Participated in all stages of development, including requirements gathering, application/database design, prototyping, coding, quality assurance and installation of new applications.Produced several internal Bell applications and developed enhancements for over 40 existing applications.Provided 24/7 on call support for over 60 Bell internal applications, sometimes under severe time constraints to ensure business impact was minimal.