Capitale-Nationale, Quebec, Canada
I love being in the middle of everything, helping other people succeed and make the team grow, learning new technologies quickly and seeing the big picture to take the proper decisions. With a diverse background in physics and geomatics, experiences in support and engineering working with large customers (NASA, Toyota, Nissan, GE) and technologies from 3d laser scanning to cloud telephony in a microservice architecture, I am able to be versatile and rapidly adapt to new challenges.
First Response Team aims at removing any friction for development teams in solving customer-facing issues adding as much value as possible along the way. - Identify root causes for issues found in the field and ensure that bug reports delivered to the teams are clear, unambiguous and actionable, diving without hesitation in the gritty details when needed. - Act as a leader on technical troubleshooting for product(s) of specialization while still being knowledgeable with the rest of the GoToConnect platform. - Work with the relevant team leads and product owners to ensure proper prioritization - Coordinate incident response when things don’t go according to plan - Handle communications with other departments to ensure that everyone is on the same page
- Work directly with the Platform team to test their various initiatives. - Establish a solid and reliable communication path between developers and technical support and field engineers. - Formalize a platform test plan to identify regressions and work towards automating tests which will benefit from it.
Fou des foodies, c'est un magazine numérique sur le monde de la gastronomie, principalement à Québec mis sur pied par 17 blogueurs de la région. En tant que directeur des ventes, je suis en charge de faire le lien avec les annonceurs présents et futurs pour leur assurer une bonne visibilité et que Fou des foodies ait une bonne base financière pour continuer à grandir.
- Coordinate the activities of the worldwide technical support team. - Develop and maintain the compentence plans for the members of the team - Ensure that support activities are executed within the announced delays. - Manage and improve the processes used by the support team - Establish KPIs and report them on a regular basis - Act as the main point of contact between the R&D department and the technical support team - Manage and optimize the technical knowledge base - Communicate critical information to the support team - Contribute to the maintenance, accessories and RMA sales.
- Solve difficult cases escalated by the rest of the technical support team and provide complete and thorough answers. - Ensure support for major accounts. - Define processes used by the technical support team in accordance to the specifications our our Quality Management System and overview their application by the product specialists. - Act as a mentor for new hires in the department. - Produce and maintain documentation for our products and for customer support procedures.
Basically in charge of doing the link between the R&D department and the customers. This include technical support to those customers, but also quality assurance on the scanners and the software, technical documentation and testing the new prototypes coming out of the R&D department.
Master's thesis on the use of a terrestrial 3D laser scanning for archaeological documentation.