Edouard Pichonnier

Built and led a 24x7 global remote technical support function, reducing response time by 35% and maintaining 99% SLA compliance. Implemented DevOps automation pipelines and created performance dashboards to track agent metrics and customer satisfaction.

Conducted comprehensive performance analyses across 10+ product support teams, identifying KPI misalignments and process inefficiencies. Defined and executed strategic improvement initiatives that increased CSAT and NPS scores.

Managed 18 multilingual agents (French, Spanish, Russian) in the Google Ads Creative Team. Improved productivity by 15% through workflow optimization and automation tools, and delivered mentorship and coaching sessions to elevate team quality performance and engagement.

Provided L1 and L2 support for over 30 business-critical applications. Managed incidents, problems, and changes in coordination with global IT teams, and conducted monitoring of servers and networks to ensure uptime and compliance.

Led the Service Request Management Team, overseeing daily support operations. Conducted training sessions for Service Desk and Request Management teams, and implemented operational reporting within HP Service Manager to improve visibility of service metrics.

Delivered L1 technical support for Dell EMC via calls, chats, and email in French, Spanish, and English. Authored daily activity reports and trained new team members on ServiceNow and SLA management.

Performed hardware upgrades across Damart retail stores in Western France, including servers, switches, and checkout systems.

Provided IT support for 15 embassies across Central and South America and the Caribbean. Managed Wi-Fi and firewall setups, ensuring secure and reliable connectivity, and delivered Level 2 support and on-site interventions for diplomatic missions.

Master's degree from ENSIIE, a top French IT engineering school, specializing in Systems & Networks Administration.