Elena-Oana Florea Email and Phone Number

Leading the global XWiki support strategy to ensure the growth of our services while maintaining a high level of customer satisfaction and retention for our clients.• Defined the support strategy for new products like Cryptpad

Managing the global XWiki support to maintain a high level of customer satisfaction and retention for our clients on 3 business lines (cloud, apps, on-premise) in two official languages (English and French). Responsibilities as a Manager for Support:• Defined and improved the company's policies for support (general security, audits, delivery, client communication, knowledge base, cloud support, etc)• Leadership of the team• Used tools like Jira and Tempo to define and track KPIs (budget, SLAs, profitability, workload management, etc) and OKRs• Contributed to the product roadmap with feedback from the customers• Integrated new products or business lines like cloud on support (including integrations like Azure AD, Active Directory, Google Apps, etc)• Defined the strategy for our new Customer Portal

My mission as a Support Manager (80% of my time) had three main components: keep the XWiki clients happy, bring value to clients and create a better product.Some of the tasks I have worked on to fulfill this mission:• Ensuring the smooth everyday running of the support services and the documentation team• Helping customers fix the issues they encounter when using the XWiki software and answer to technical/architecture best practices/performance questions• Organizing the team workload and monitoring resources so deadlines are met• Helping team members with their support and documentation activities (including following procedures)• Escalating issues to other teams• Working with management and developers to establish policies and procedures• Biannual evaluation of the team members• Recruiting team members• Inform clients regarding the work we do for them• Work with the marketing team to inform the clients (new recommended version, documentation, security patches, upgrades)• Work with the sales team for client requests which are out of the contract• Active participation to the roadmap meetings for the product• Offer feedback to the PO regarding the support needs• Report tickets to the platform and applications, follow up on their status, push the tech team to fix them• Work with an external contractor to deliver/improve XWiki documentation for clients As a QA manager (20% of my time) my mission was focused on improving the product and offer leadership to the team • take leadership of the team (recruitment, assignments)• improving QA processes• offer visibility to other teams• gather feedback from other teams regarding the recommended product version

• Ensuring the smooth everyday running of the support services• Helping customers fix the issues they encounter when using the XWiki software and answer to technical/architecture best practices/performance questions• Organizing the team workload and monitoring resources so deadlines are met• Escalating issues to other teams• Helping team members with their support activities• Working with management and developers to establish policies and procedures• Biannual evaluation of the team members• Coaching and mentoring of new team members for the client team• Identifying training needs• Recruiting• Achieving the highest possible level of customer and employee satisfaction• Working with the client team to build, deliver and support custom projects on top of the XWiki platform using technologies like CSS, XHTML, Javascript, Velocity, Groovy, Java, Maven, Git and SVN.* Work with our external contractor to deliver XWiki documentation for clients

I worked on building custom projects on top of the XWiki platform. My responsibilities included:• client-side programming (CSS, XHTML, Javascript development and debug, cross-browsercompatibility fixes, Velocity scripting), XWiki Enterprise platformcustomization;• contributions to the XWiki community: xwiki.org tutorials, applications and code snippets.

I worked on building custom projects on top of the XWiki platform. The most important project I worked on was the IWA Water Wiki platform for the global water community.

I worked on building custom projects on top of the XWiki platform. My responsibilities included:• client-side programming (CSS, XHTML, Javascript development and debugging, cross-browsercompatibility fixes, Velocity scripting), XWiki Enterprise platform customization• contributions to the XWiki community: xwiki.org tutorials, applications and code snippets.

I worked as a web developer for a startup which developed automatic catalogue websites using a dedicated web crawler.