Aurelien BOUMANNE

- Technically managing a portfolio of Business Critical Services accounts including major financial, retail organizations. - Managing and developing customer relationships, identifying new service opportunities and follow-on sales - Managing Service Level Agreements and driving customer satisfaction to the highest levels - Providing proactive and preventative activities to reduce the number of technical issues experienced and optimize Symantec solutions and services revenues - Managing and resolving high profile customer escalations, advising account teams and management of potential relationship impact and revenue risk - Promoting and managing communication within the internal cross-functional teams, with the customer and all 3rd party vendors to ensure prompt and complete resolution of all customer issues - Advising customers on best practice implementation of technical solutions Liaising closely with the Consulting team to design, test and support technical solutions - Apply creative and adaptive problem solving skills in high pressure situations Mentor and assist Technical Account Manager to manage workload and ensure consistency in the quality of support.

Provide support to the largest enterprise worldwide. Analyzes technical support problems and identifies customer and internal needs. Troubleshoot and resolve complex, critical and sensitive issues. Involved in conference call escalations to provide next level issue resolution. Prioritize open issues, define and track bugs for Development, and offer innovative ideas to improve product quality. Research a wide variety of technical subjects including operating systems, Symantec software, security and third party applications. Provided a Point of contact to my Team as a Senior. Documenting new process and Training for my colleague or Symantec Partner.