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 products and fix common faults (Bug tracking - JIRA). Advised customers on Virtual Reality headsets compatible with Matterport Spaces. Provided AEC customers with advice using our solutions

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• Duplicated suspected defects in VM lab environment (Windows Server 2008 -2012)• Interacted within other Tier groups as needed for swarming process for new or unknown situations• Interacted with Account Managers/Sales to provide feedback and insight on cases• Evaluated ways to improve and prevent future issues

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• Managed Incidents and produced Incident Reports• Managed the Service Desk Business Continuity Plans• Created, reviewed and approved Change Requests for all European Interxion sites• Drafted, translated, approved corporate customer communications• Managed & configured our main monitoring platform (APC StruxureWare Data Center Expert)• Provided 1st & 2nd line IT support to Interxion users (Windows 7 & Windows 10 environment)

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• Imaged, prepared & upgraded laptops/desktops for users (Mainly Dell)• Created users & managed resources (using Microsoft Management Console & Active Directory)• Supported all the Interxion standard software (various Windows OS, Office suites 2007/2010, Salesforce, Sage CRM, Exchange, SharePoint, Aquila, Snmpc)• Supported users with non-standard software• Supported users with their Company phones: BlackBerrys – IPhones - Windows Phones• Supported users with Remote Access: VPN access with Tokens – BYOD solutions• Monitored & supported the telephony system (PABX, Avaya phones)• Attended monthly ICT conference calls• Maintained all necessary equipment for the Service Desk's Business Continuity Plan• Attended monthly ICT conference calls• Configured, supported & upgraded Monitoring Devices (Netbotz, APC StruxureWare DCE)• Assisted with the monitoring of UPSs, Generators, InRows, CRACs, Chillers, VESDAs

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