Simon Puchaux Email & Phone Number

Glasgow, Gb

United Kingdom

Now an experienced software Engineer driving impactful results for top EMEA accounts. Working on more complex issues and solve key business challenges as well as building strong client partnerships.

France

•Providing superior remote post-sales technical support for SOTI software products, ensuring SLAs and KPIs are being met.• Configuration of AWS and Azure cloud servers, including the configuration of OS images & SQL databases, network & firewalls, and certificates. • Investigating issues reported by customers using log file capturing & analysis as well as network monitoring while working collaboratively with internal stakeholders to see through to resolution.• Manipulating and maintaining databases by utilising complex SQL queries, live editing, backup, cloning and migrations. • Integration of Active Directory, Azure AD and LDAP to provide SSO and unique user specific access. • Using various device types, such as Android, iOS and Windows (Server, 10/11 and CE) to replicate customer environments in order to reproduce and troubleshoot issues.• Providing customers with live server and software product upgrades. • Liaising with the internal product development teams to identify and resolve product related errors and bugs. • Use of various systems and tools, including Salesforce, JIRA, Office 365 and PowerBI.

Montpellier, Occitanie, France

-Extensive understanding of Office 365 and operating systems to be able to deal with a broad range of customer incidents-Experience in supporting Hardware, PCs, laptops, printers-RDP troubleshooting on end user computers-Daily use of virtualization platforms such as Citrix Workspace / VMware-Experience in supproting basic Networking issues (DNS,Proxy,Firewalls,IPs)-Answering and supporting end user queries via phone, email and web ticket.-Incidents creation and management using different ITSM platforms (ServiceNow, BMC helix etc)-Progressing or resolving proactive tickets according to SLAs-Updating KB with process and procedures

London

Built my own Dog Care business from the ground up, resulting in managing 40+ clients. Excellent time management required, planning and customer relationship management. Managed all budgets and accountancy.