Kevin Lemoine
Technical Support Engineer
41 years old
Driving License
Rezé (44400) France
Employed
Open to opportunities
For over 10 years, I have been assisting my clients with passion. Curious, I like to learn and understand how things work.
This is how I can investigate, analyze and solve their problems in an efficient way.
This is how I can investigate, analyze and solve their problems in an efficient way.
Experiences
Lead Technical Support Analyst
iAdvize
Since February 2014
Full-time
Nantes
France
- Starting by writing documentation and answering level 1 and 2 requests, I then became Support level 3, and finally manager of the support team. As I love the operational side of things, I am now a technical lead in the support team.
My current responsibilities include:
- Analysis of logs and monitoring tools (Datadog, Grafana, Mixpanel, RabbitMQ...) in order to qualify the bug tickets created
- Close relationship with the developers to qualify and prioritize these tickets in the roadmap
- Configuration of the team's ticketing tool (Zendesk)
- Management of crisis situations in escalation of the team
- Management of incident communication
- Work on more global processes at the company level (internal communication, collaboration between teams...)
- Analysis of logs and monitoring tools (Datadog, Grafana, Mixpanel, RabbitMQ...) in order to qualify the bug tickets created
Customer Support Manager
iAdvize
January 2018
to July 2019
- Development of treatment processes and monitoring of the team's performances
- Professional coaching of 7 people
- Collaboration with other teams to foster a pleasant and efficient work
- Handling of escalated tickets
Customer Support Manager
Lengow
September 2010
to January 2014
Full-time
Nantes
France
- Organization and implementation of internal processes related to the proper functioning of the department
- User support and handling of escalation requests in a large technical ecosystem
- Design and writing of user documentation
- Management of technical partnerships with broadcasters (Amazon, Google, Fnac, etc.)
- Management of technical projects in collaboration with the developers
- Face-to-face or distance learning trainer
SEO Manager
CCM Benchmark Group
March 2007
to March 2009
Full-time
Nantes
France
- Elaboration of the SEO strategy of the websites
- Management of self-promotional advertising, AdSense and affiliation: creative briefs, optimizations, reporting, ROI
Interests
Sports
- Badminton
- Rock climbing
- Soccer
- Hiking
Travel
- Working Holiday Visa for one year in Australia in 2009, New Zealand, Malaysia, Spain, USA...
Specialty: production and design of multimedia content
Web site development, multimedia content creation, journalism
Web site development, multimedia content creation, journalism
The knowledge base consists of the following disciplines: web integration and development, programming, computer graphics, audiovisual production, information and communication theory, project management, English
Skills
Customer relationship
- Pedagogy and spirit of synthesis
- Customer Centric (Empathy and assertiveness)
- Crisis communication
Analysis & debugging
- Like to learn and understand
- Lolgical mind
- Good relationship with developers
Documentation
- Structuring of information
- Design and writing of content
Team & Management
- Team spirit and leadership
- Decision maker
- Have fun
Software & Applications
-
Ticketing
Zendesk, JiraAdvanced
-
Logs & Monitoring
Datadog, Grafana, RabbitMQ, Mixpanel, Graylog, Papertrail...Good
-
Programming
HTML, CSS, JavascriptIntermediate
-
Analytics
Tableau, ExploreIntermediate
-
Vidéo
Adobe Première, Final CutNotions
Langues
-
English: read, written, spoken (1 year in Australia / 2009 - 2010)
Good
