Denis Cornu

I had the chance to participate to the complete lifecycle of product development & launch. Initially, I was actively involved in the set up process of the complete support organization including process designing and beta testing on a complete new CRM tool.
Qualified as SAP Business ByDesign Expert Support Consultant. my daily tasks consist of handling support requests, doing root cause analysis in Financials and liaise with development when necessary and dealing with escalation when required as escalation manager.
I am also involved in beta testing for future software releases and several internal and customer oriented projects.

providing 1st and 2nd level email, phone and chat support to end users regarding IT and PC issues on the French and UK market. Working closely and assisting the Escalation Team. Providing in-house training to the newcomers. Dealing with industry standards in regards to hardware, software and network administration. Maintaining a thorough working knowledge of the day-to-day operating environment, available tools, and client applications. Maintain a working knowledge of Service Desk and IT Operations procedures related to client services. Working as part of a team to consistently achieve team targets and objectives such as call monitoring, SL, AHT etc. within the guidelines of COPC.

providing efficient and accurate technical support for solving Business client queries on APC products hardware and software (UPSs and Powerchute family software) and answering in an timely manner customers’ requests. Logging Inbound and Outbound calls on the company track system, dealing with web ticketing escalating the query if required to the AST and taking part in the proactive service assistance of Remote Monitoring System, all as part of a team to achieve personal and team KPIs. Constantly provide feedback on improvement opportunities and training requirements to the Team Supervisor. Remaining up-to-date with new product and company developments.

Representative providing support on software edited by the society and on PC and network’s issues. My task was involved handling support inbound calls via email and phone requiring troubleshooting and if necessary by remotely supporting customers by establishing remote sessions via PC Anywhere to troubleshoot remotely issues at hand.
Construction from scratch and administration of the Company CRM database based on MS Access: Creation of the different forms and Tables, following a crossing dynamic update of the table using the concept of linked table. Recorded informations are updated automatically if modified in the different table. The user has just to fill or modified in the forms in saves it. The database contains more than 20000 references when I left the company.

I taught firm management & sociology to 1st, 2nd, 3rd year students in economics and law. I took part in the organisation of 2 firm-university meetings with mini congresses on management subjects and to facilitate contacts between students and professionals. I also conducted firm-games and I collaborated with the task force of Create action, a small consulting firm, working on firm reorganization projects.