Jérôme Charpy Email & Phone Number

OpenText acquisition of Dell EMC’s Enterprise Content Division.Analysis, reproduction, resolution of technical problems at different layers: Operating System, database, storage, application server, network, virtualization/dockerization, authentication.Knowledge progress through support of newly integrated components and of new products.Work as Tier-3 support level interacting with Engineering responsible for product code and with colleagues in direct touch with customer (Tier-2 level).Also work in direct touch with customers either as a dedicated support engineer or for escalated problems.Mentoring of new employees: technical and procedures.Leader of weekly meeting with Tier-2 level team: product evolution, recent/recurrent issues, action plan building.Knowledge transfer elaboration and presentation. Validation of knowledge transfer built by Engineering team for new functionalities.International context position:* Colleagues mainly in UK, Philippines, India and USA.* Customers in EMEA(Europe, the Middle East and Africa).* Successive managers in USA, UK and Russia.

Paris Area, France

Back to France within same position than previous but under Dell's EMC acquisition.

London, United Kingdom

Previous position kept while moving to London, United Kingdom.Complementary trainings: agile/scrum, big data.Certified Support Manager under the Service Capability & Performance (SCP) Career Certification program (http://servicestrategies.com/training/career-certification/certified-support-managers/).

Paris

Enterprise Content Division/Documentum - Business Process and Enterprise Content Management products/solutions.Technical problem troubleshooting, reproduction and solving requiring different area of expertise: operating system, database, storage, LDAP, SSO, java application server, network, clustering, virtualization/dockerization. Interaction with Engineering team and Technical Support Engineer in direct touch with end customer.Interaction with end customer on escalated concerns.Mentoring of some new hires.Working in a worlwide context with peers mainly in United Kingdom/Ireland, Egypt, India, Russia and USA.Working for customer located in EMEA (Europe, the Middle East and Africa).Driven by managers over years from United Kingdom/Ireland, USA and Russia.Evolution over years through more products covered and more stand alone implication on escalated concerns.

Working at end customer site, progressing from developer (java mainly) to technical expert on Documentum products.Through the final years, driving definition and implementation phases.