Computing
Christophe Costantini
Product Support Engineer / Manager
Summary
Experienced Product Support Engineer and Manager with 14 years of experience helping clients maintain smooth operations. Expertise in SaaS systems and server environments. Commended for rapidly and effectively resolving issues and achieving high customer satisfaction.
Overview
14
14
years of professional experience
3
3
Certifications
5
5
Languages
Work History
Support Delivery Manager
Insightsoftware
05.2022 - Current
- Managing global Support Delivery of Vizlib (Qlik), Fiplana (Qlik) and Power ON (Power BI) products.
- Manage and implement all things Ticketing in Freshdesk, Intercom and Salesforce.
- Point of contact for all teams (Customer Success, Sales, Development, QA, Marketing) for any topic requiring attention and decision.
- Process creation and adoption, case quality audits, helping in reaching high standards across all teams.
- Establish individual & department targets/goals.
- Training and coaching of Support Engineers in India providing cross-product support in a 24/7 Center of Excellence.
- Major incident management, part of the Emergency Change Advisory Board, with Root-Cause Analysis.
- Working with Product Management and Engineering as Sales, Customer Success, Solutions Engineering and Professional Services.
- Weekly 1 on 1 catch-ups with direct reports discussing goals, challenges, successes, career growth, personal development.
- Weekly Support Delivery meetings.
Lead Support Engineer
Vizlib (Insightsoftware)
08.2021 - 05.2022
- Handling high profile issues and requests from Customer Success and Premium customers.
- Single point of contact for customer escalations, Pre-sales/Professional Services requests.
- Responsible for team of 5 in achieving and improving KPIs.
- Working with Product, QA teams ensuring priorities are correctly assigned to Engineering Jira tickets.
- Helping Product Documentation, identifying areas where documentation was lacking or needed updates.
- Managed and implemented all Support resource (Servers, databases, applications).
Senior Support Engineer
Vizlib (Insightsoftware)
09.2020 - 08.2021
- SME on complex infrastructure and deployment issues for Vizlib Server and Collaboration products.
- Troubleshooting and Debugging Vizlib extensions on Qlik Sense.
- Qlik Sense scripting and data-modelling as well as Front-End design troubleshooting.
- Working with Engineering to solve product defects and investigations.
- Advising certified partners on complex technical issues or consulting questions from indirect customers.
- Technical knowledge base management.
- Managing Support resources and Infrastructure.
- Consultancy/Presales sessions.
- Mentored junior members of the team on best practices in issue resolution techniques.
Technical Support Engineer (Infrastructure)
Qlik
01.2018 - 08.2020
- Provided remote assistance to clients, ensuring timely resolution of complex infrastructure and deployment incidents, or performance issues.
- Qlik software (On-Premise or SaaS) and Windows Server Events Log file Analysis (On-Premise or Cloud based).
- Working with R&D in solving software defects and investigations to quickly releases patches when required.
- Advising certified partners on complex technical issues or consulting questions for indirect customers.
- Technical knowledge base management.
- Hardware and performance troubleshooting.
IT Support Engineer
Boehringer Ingelheim
02.2015 - 01.2018
- Handling escalated incidents and requests, within tight SLAs ensuring end users' business continuity.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Manage Microsoft Exchange Server, Active Directory, Windows File Servers and Networks.
- Managing on-site hardware, software, IT organization migrations and integrations of new offices in Europe.
- Technical knowledge base management.
- Providing and organizing technical enablement for the 1st line Global Service Desk.
Network Support Specialist
Colt Technology Services
10.2013 - 02.2015
- Global client support network issues and queries.
- Working on the Colt fibre network and customer equipment, meeting SLAs and ensuring regular customer communication.
- Knowledge in IP Data, Layer 1-2 Transmission, Voice and VoIP, solving issues remote ranging from service outage to performance degradation, routing requests, data protocol changes, router configurations.
Senior IT Analyst
Computacenter
02.2011 - 10.2013
- Dealing with a large scope of issues by phone, remote control and email.
- Manage client company infrastructure, providing end users secured access, rights and accounts.
- Leading the EMEA region support team (11 representatives) in achieving SLAs and CSAT.
- Regular reporting observing overall results, successes and challenges.
- Training coordination and quality reviews to ensure a highly professional service is provided to the client.
Education
Bachelor's degree - English Language and Literature/Letters
Université De Corse Pasquale Paoli
Corté, France 01.2004 - 2007.01
Skills
Service Delivery
People Management
Customer Service
Troubleshooting
Data Analytics
IT Infrastructure
Certification
ITIL Foundation Certificate in IT Service Management (V3)
Interests
Music
Photography
Travelling
Timeline
ITIL Foundation Certificate in IT Service Management (V4)
08-2022
Support Delivery Manager
Insightsoftware
05.2022 - Current
Lead Support Engineer
Vizlib (Insightsoftware)
08.2021 - 05.2022
Senior Support Engineer
Vizlib (Insightsoftware)
09.2020 - 08.2021
Microsoft Azure Fundamentals
05-2020
Technical Support Engineer (Infrastructure)
Qlik
01.2018 - 08.2020
ITIL Foundation Certificate in IT Service Management (V3)
05-2017
IT Support Engineer
Boehringer Ingelheim
02.2015 - 01.2018
Network Support Specialist
Colt Technology Services
10.2013 - 02.2015
Senior IT Analyst
Computacenter
02.2011 - 10.2013
Bachelor's degree - English Language and Literature/Letters
Université De Corse Pasquale Paoli
01.2004 - 2007.01
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