Université Rennes II - Haute-Bretagne

Lycee Rene Descartes - Rennes

Technical Solutions Manager at Adobe

Edinburgh, United Kingdom

Managing a portfolio of clients, providing a broad range of services for strategic accounts within Adobe Audience Manager within the Marketing CloudCentral point of escalation, driving customer advocacy and helping manage critical situations and assisting on delivering important items critical to project delivery requirements. Leveraging the best company resources to mitigate risks and improve solution performance.Liaison officer between the customer and higher management or Engineering decision makers, facilitating meetings when necessary as well as building strong business cases for resolution.

Adobe

Technical Solutions Manager

Focused on delivering technical support and escalation management to a range of strategic Enterprise customers. Focusing on Digital Publishing.

Strategic Account Specialist

Support consultant for the Adobe Publishing product range including InDesign & the Digital Publishing solution, InCopy and Acrobat.Taking care of a third level multi-lingual escalations and also supporting to our Gold, Platinum & Enterprise customers in a highly professional environment where knowledge of latest operating systems and relevant technologies is essential.Daily use of desktop and software virtualization solutions (Altiris and VMWare) for extensive system and application testing.Also working as a technical writer, ensuring top product documentation reviews and maintenance of a high volume technical notes and bugs database through communication with the Engineering team.This also includes the occasional on-site customer support at technology and software fairs like the IPEX (Global Technology Trade Event for Print, Publishing & Media) in 2006, IFRA (Digital Publishing) in 2011 and some group-training in Moscow and Amsterdam.Remote training using technologies such as Acrobat Connect is achieved on a regular basis for problem solving sessions as well as mentoring/coaching (I hold the CompTIA CTT+ - Virtual Classroom Trainer Certification).

Technical Support Engineer

From 2002 to 2004:Moving on to a senior technician level. Dealing with the higher escalation process and adding new responsibilities such as call / quality monitoring and also training new employees.From 2000 to 2002:Providing technical support to Adobe customers on a wide range of softwares, specializing in Desktop Publishing and Acrobat PDF.

Sykes Europe Ltd

Support Technician - Adobe softwares

From 1999 to 2000:Same position in a different team with coverage for Italian customers only.From 1998 to 1999:Customer services for mobile phone owners.Coverage for United Kingdom and the French Speaking countries. This consisted in receiving calls and organizing courier pick-ups, repairs and deliveries as well as a thorough after sales services for technical support and warranties.

Christophe Jossic

Christophe Jossic