Michel Coiffard Email & Phone Number

London, United Kingdom

London, United Kingdom

. Provided first class customer support and experience to SMB and Entreprise accounts. Recorded issues and fixes using Zendesk. Team Knowledge sharing using Slack, Google Cloud Platform. Created Django Cloud accounst and Stripe Subscriptions. Determined severity, frequency and workarounds to QA/Software/Hardware. Worked with Product team to improve.

London, United Kingdom

• Provided support for all users of the SAP Fieldglass application globally
• Interrogated Database using SQL queries to identify correct Client accounts
• Gathered data, debugged, and worked to provide resolutions to end users and SAP Fieldglass’ partners

London, United Kingdom

• Monitored & managed the cases queue using the Salesforce Service Cloud platform
• Determined if customer issue was already addressed using all resources available (Newforma Online help – Jira - Confluence)
• Gathered information including screen captures, log files, error messages
• Located, reviewed and analyzed submitted crash reports using Bugsplat
• Scheduled and conducted GoToMeetings with customers to resolve in-depth technical issues
• Determined if existing issue relates to known defects currently being tracked in the JIRA database

France-United Kingdom

London, United Kingdom

• Managed the 24/7 European Customer Service Desk
• Managed Internal projects
• Interviewed candidates, carried out regular one to ones & performance reviews against objectives
• Produced, tested, implemented, improved and managed procedures & intern processes
• Ensured internal and customer Reports were produced in a timely manner
• Acted as Crisis Manager for any serious service-impacting events

London, United Kingdom

• Team Leading:
• Ensured the team's day to day tasks were completed accurately and on time
• Organised and followed up on our team's projects
• Reviewed and approved multilingual customer communications
• Configured and supported Data Centre monitoring devices1st & 2nd line IT support:
• Managed logged faults and response times using the TOPdesk application

London, United Kingdom

• Provided rapid cost-effective technical support to customers as a part of a team that worked shifts, 365 days a year
• Logged Access, Remote Hands and Complaint tickets in Sage CRM
• Provided Remote Hands services to customers where needed
• Monitored Interxion's Network and Data Centre infrastructure
• Supported cross-functional teams, updated users until resolution and worked to internal Service Level Agreement policy requirements
• Was the Country coordinator for Belgium for 4 years

London, United Kingdom

• Provided 2nd level IT support for UK users: Windows 2000 (Microsoft Management Console 1.2, Active Directory, System Management Server, Terminal Services Client), Citix Systems, Novell, Veritas
• Contributed to the building of a knowledge database containing fixes
• Coached and trained new joiners

London, United Kingdom

• Provided IT helpdesk support (Novell, Windows) to Benelux, UK & remote European Sites
• Was the Country representative for UMG France, transferring knowledge from France to UK
• Documented faults and fixes

London, United Kingdom

• Provided IT helpdesk support (Novell, Windows) to a wide range of EMEA users
• Was dealing with English, French & Spanish telephone queues

L.E.A, Languages And Economics

Activities and Societies: English, Spanish, Business & Economics studies. Basics of International Trading. A year spent at a John Moores.

Languages