Jean-Christophe Duwer Email & Phone Number

Paris, France

Région De Paris, France

Région De Paris , France

Missons- Follow up on the incidents opened by the customers managed by the support team in Paris ( Belgacom , Telenet (Belgium), UPC (Netherland), SITA SC, Completel, SFR , France Telecom, Sierra Wireless ( France ) , CELL-C (Africa) ).- Anticipate the productions go live (Knowledge transfer from project team, Support tests environments preparation and communication with the customers). - Guarantee the quality of the information shared in the incidents management system.- Build and shared activity report for the customers. (Business Object).- Follow up on the client's feedback to increase the customer satisfactionManagement- Participate to the support engineer’s recruitment process (CV revue and interview).- Follow the team’s training needs to prepare the support on the new products and customers. (7 peoples).- Anticipate and manage the critical incidents with the team.

Région De Paris , France

Acquisition of Kenan Systems by CSG International- Manage the incidents ( by email, by phone and eventually on site ) :Analyze the information provided,Reproduce the case on a test environment when necessary,Code review and debug version creation, Collaboration with the development and delivery teams to provide a solution in accordance with the support maintenance contract and the customer constraints,Installation and tests of the releases before the delivery to the customers, Review and update the release installation documents,Prepare the operational manual in case of complexes solutions. - Main point of contact for the customer’s relationship. (Customer Advocate) :Participate to the activity review meetings with the customers,Install and maintain the tests environments ( Unix servers / Windows, Databases ), Follow up on the release delivery contents (issues fixed and files delivered ), Billing system environment installation on customer site (Database creation and Kenan products installation), Migration project management (version change),- Kenan Order Management migration for Botswana Telecom:‘QuickWin’: C-API development of provisioning applications ( for BTC ),Critical incident management on ETUC (Event Time Units Credit)/ Datablitz for Cell-C and NeufTelecom / SFR,Performance incident management (Billing calculation, Billing presentation, Order managements, Usages acquisition).- Support team leader role: 7 Engineers based in Paris.- French/Europe Customers: Siris, Noos, NeufTelecom, SFR, Completel, Sita Data, Belgacom Mobile (Proximus), Telenet, Ziggo, Sunrise, Sierra Wireless, UPC (Liberty Telecom),Africa : Cell-C, Botswana Telecom,Middle East: OmanTel.

Région De Paris, France

Rachat de Kenan Systems par Lucent Technologies

Région De Paris, France

Région De Paris , France

Archiving solution and Electronic Document Management Software provider (SER Group since 01/1998) - Nanterre (92) - Technical support on the France Telecom ‘Centre d’Enregistrement’ application and for France Telecom mobile (Usage acquisition and validation system, Usage Detail Records Archiving on optical disks).- Software support on an application which manage the Usages acquisition process and storage on magnetic tape in order to make massive queries. - Manage the calls opened to the hotline by FT and FTM. Follow up on the incidents and generate reports. Customer backlog Meetings. - Provide training to the France Telecom ‘Centre d’Enregistrement’ application users. - Participate to the qualification of the SERstore and SERwarehouse products.

Graduate School Of Computer Science And Advanced Technologies, Industrial Computing And Artificial Intelligence.

D.A.S (Diploma Of Advanced Studies) - Information Processing

Big Data, The Fundamentals

Big Data, Introduction To Data Science For Big Data Analytics