Expériences — Olivier TOURLAN

Experiences

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.

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

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.

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

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

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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.

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.

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.

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

Olivier TOURLAN