Sam A. Email & Phone Number

Paris Area, France

Enabling our top European customers to succeed with their Intelligent Automation programs.From providing architectural guidance on SaaS adoption, migration planning, transformation via hyperscaling, through to defining an AI led strategy across complex business landscapes.

La Défense

Focused on developing and maintaining a committed relationship within a customer's post-sales experience, I'm the single point of contact for all services inquiries (Support, Education,..). I'm responsible for enhancing open lines of communications with our strategic Enterprise clients, by providing and coordinating assistance throughout product and account lifecycle.Key Accomplishments- Reactively address service issues through technical support and product management- Build and leverage close customer liaison amongst top French Enterprise customers- Create and identify business development opportunities within those large accounts- Improve customer satisfaction level with Symantec products by going beyond expectations- Manage multi-level relationships within customer business units and within Symantec- Initiate processes and standards (Coordination tools, checkpoint meetings,..) for the French team- Subject matter expert for the EMEA team and internal customers (Consulting, Sales, Education,..)- Developed manager skills through dedicated trainings and field practice

La Défense

Charged with providing dedicated leadership & orientation as a backup for the whole team management. Full accountability for adapting and enhancing Technical Support Organization processes to leverage Level 1 to 4 support services, delivered to thousands of users worldwide. I Introduced effective team development, technical training, process improvements, and adaptive operating procedures to strengthen our services delivery.Key Accomplishments- Plan dedicated training programs to increase the support team skill levels- Translate support organization views & objectives into day to day best practices, being accountable for decisions and commitments within the governance requirements of the whole department- Train, mentor, schedule and direct efforts of the newly built Backup Exec French support team- Establish Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs) technics to ensure unified vision of the organization goals within the Enterprise Vault support team

Noisy-Le-Grand

End users support on software, network, and hardware issues. I troubleshoot & solved problems on SAP, Active Directory, and MS-Exchange platforms. I used Intel LanDesk & McAfee ePolicy Orchestrator to control remote servers. Day to day case management done within IBM Service Center, customers and partners follow-up, liaising with key stakeholders.

Levallois-Perret

I designed the network environment (more than 40 workstations + 4 servers). I installed heterogeneous systems (Windows 95/98/2000 & Linux), and maintained them on site, reporting to a remote CIO. I implemented a messaging solution, and supported MS-Office Suite for 64 users.

Bachelor'S Degree, It Services Management

Associates' Degree, Systems & Network Management