Olivier TOURLAN
Business & Services Project Leader
43 years old
Driving License
Avignon (84130) France
Professional Status
Employed
Open to opportunities
About Me
Curious and open to new challenges, my skills through my experiences are mainly IT, sales, operational management of support teams. Mainly in B2B environments and especially in the IVD and health domains.
Product Owner
BioMérieux
Since January 2024
- Create and animate business Service community around SAP and Verizon VCC solutions.
- Manage business enhancements workflow to ensure value, consistancy and communication over worldwide requesters.
- Build transversal operational support community.
- Project Portfolio Manager: collect opportunities from whole global departement, facilitate selection and prioritization to match with yearly budget.
Project lead for Digital Services
BioMérieux
Since January 2020
- Voice of 2000+ Customer Service community members world wide in Digital projects.
- Define and drive Customer Portal product Service Roadmap in coordination with other Strategic Programs and projects in the company.
- Inpulse change management to enhance Digital products adoption by customers/distributors and field ambassadors.
- Listen to market innovative solutions to propose alternatives to reach our digitalization goals, answering complex cross-departement needs.
- Multiple Proof of Concept lead such as Live Chat between Customers and Technical Rep, Chat bot to answer customers basics or Service Contract renewal.
- Empower own Service Program with operational tools and methodology for a better internal recognition and visibility
Solution Project Manager
BioMérieux
July 2017
to December 2019
- Pilot and define Customer Service activities for Remote access, IOT, IB management and connectivity projects.
- Core Team member: contributing to strategic decisions.
- Build own business tool contributing to business plan.
- Team gearing to achieve Service specific deployment and development goals.
- Serviceability champion and recommendations leading toward Service best value.
- Responsible of collecting and prioritizing needs with Marketing, push for their development and follow-up.
IT Specialist
BioMérieux
July 2015
to July 2017
Full-time
Marcy-l'étoile
France
- Promote voice of the field in R&D projects , participation in the evolution of software and tools. Proofreading and validation of new versions of software, tools and technical manuals.
- Myla product referent: lead coordinator between level 2 and level 3 (R & D): management of incident workflow.
- Level 2 support for BioMérieux's worldwide subsidiaries in the MYLA (laboratory automation middleware) and VILINK (installed base management and support tool) environments.
- Coaching and field support for subsidiaries (Spain, Portugal, Austria, BENELUX, Norway ...) on MYLA and connectivity.
- Technical trainer for level 1 and 2 agents, creation of a training and a guide dedicated to the diagnosis of incidents.
- Drafting of communications and technical procedures used by level 1 support.
- Front-line agent for internal and external quality audits
Technical Expert: High Complexity team
DELL
June 2012
to May 2015
Full-time
Montpellier
France
- Diagnosis and resolution of complex problems on PowerEdge (physical servers, Cloud computing for IAAS), PowerVault (storage, backup) and PowerConnect (switches)
- Troubleshooting on SAN issues (SAS, ISCSI, Fiber), DAS, NAS, Raid.
- Specialization on IDM / TBU products (Intelligent Data Management and Tape Backup Unit)
- Diagnostics on Microsoft Windows 2008/2012 and VMware ESXi 5.x systems
.
Field sales representative
OCEASOFT
March 2010
to June 2012
Full-time
Lyon
France
- In charge of France North East area.
B2B customers 80% from Clinical and 20% from Industry. - Total autonomy over sales management of the sector including prospection, re-activate existing customers and technical expertise (computer science, metrology).
- Quotes drafting, responses to calls for tenders, technical support, reporting and creation of tools for sales support.
Customer Service technician & QA referent
OCEASOFT
September 2008
to March 2010
Full-time
Montpellier
France
- Technical support and user training on hardware and software solutions in metrology (use of MySQL, remote maintenance and assistance).
- Creation and implementation of the quality system of the Service as part of the ISO9001 certification obtained in June 2009, planning and animation of the support team.
- Creation of technical briefs, procedures and tools to improve customer service.
Hotline IS technician
ComputaCenter France
2006
to 2008
Full-time
Lyon
France
- Functional IS support for Sanofi Pasteur France staff
- Technical assistance on over 800 applications including Outlook & Office Pack, SAP, Citrix, Wisdom, Trackwise ...
- Planning scheduling and techincial maintenance of the Tele-presence rooms.
IS Technician
BioMérieux
January 2005
to June 2006
Cooperative Education Work
Marcy-l'étoile
France
- Remote support to users on Citrix, Lotus Notes, Windows 95, 2000, XP and AS400
- On-site interventions for installations, configuration, software and hardware personalization on PC and NeoWare light terminals of the various BioMérieux French sites
CEO
Hardcore Gameserv'
September 2003
to November 2004
Freelancer
Lyon
France
- Company creation
- Installation and maintenance of servers (debian)
- Web site design and development (PHP)
- Sales & support to customers
Developer of management tools
ELCI
February 2002
to March 2002
Internship
Ambérieu en Bugey
France
- Website development of the company
- Learning about development with the NAVISION tool
Technical sales b2b/b2c
Institut Informatique de Villefranche
June 2000
to July 2000
Internship
Villefranche sur Saône
France
- Sales and advicing for computer and peripherals
- Hardware and software PC repairing
- Project creation and management for products or internal tools in time boxing approach following BioMérieux PDP, NPS or Agile methodology.
- Coordination of transversal resources and partners.
- Business needs collection and value estimation for roadmaps establishment.
- Impact company to foster digitalization
- Excellent level of oral and written communication in French and English.
- Sharpened sense of customer satisfaction
- Leadership and coordination of technical and sales resources to transform new opportunities.
- Customers portfolio management: development of existing, prospecting and anticipation of needs.
- Creation and maintenance of distributors and customers networks.
- Organization and participation in commercial events (trade shows, forums ...)
- Sales and technical writing skills (specifications, technical support, responses to tenders, sales support tools ...)
- Expert Servers Dell PowerEdge & stockage Dell Powervault
- Certifications: CCNA, MCSA Windows 2012, Symantec Backup Exec 2012, VMware VCP 5.1
- Analysis, diagnosis and resolution of hardware and / or software problems in IAAS infrastructures.
- Product referent on Intelligent Data Management (IDM) & Tape Backup Unit (TBU)
2 weeks dedicated training + 3 months dedicated Homework to obtain CCNA
1 week dedicated training + 3 Months Home work to obtain VMware VCP 5.1 certification