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Profilbild von Loic Ngueko Identity & Access Management/L1, L2&L3 Support/Customer Success/Presales Consultant/Software Tester aus Werl

Loic Ngueko

Werl
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Letztes Update: 09.02.2024

Identity & Access Management/L1,L2&L3 Support/Customer Success/Presales Consultant/Software Tester

Abschluss: B.Sc Chemieingenieurwesen / MBA Artificial Intelligence
Stunden-/Tagessatz: anzeigen
Sprachkenntnisse: deutsch (verhandlungssicher) | englisch (Muttersprache) | französisch (Muttersprache)

Schlagwörter

Dateianlagen

Ngueko-Resume-CV-EN-updated_090224.pdf
Ngueko-Project-list-EN-updated_090224.pdf

Skills

Customer Support Manager
Software Tester
1st & 2nd Level Customer support (IT Support / Ticket Bearbeitung)
Presales Engineering
Identity & Access Management
Active Directory
Prozessentwicklung
User Lifecycle
Jobrouter Workflow
Salesforce Admin
SQL
Excel VBA
Projekt Begleitung
MS Office
JIRA
AVEVA PI System
Powershell & Windows Terminal

Projekthistorie

05/2023 - 02/2024
Customer Success Manager
Hexagon Asset Lifecycle Intelligence (Internet und Informationstechnologie, 1000-5000 Mitarbeiter)
  • Participate in requirements meetings as part of an agile team (15 persons)
  • Participate in sales calls with Account Managers, stakeholders and Partners.
  • Analyzing and documenting functional and non-functional
  • Manage accounts by creating and executing success plans
  • Sending quotations and Annual Recurring Revenue Renewals
  • Working with business stakeholders to capture IAM use cases and define IAM processes
  • Improve the User management process
  • Coordinate the cleanup of existing tickets
  • Prepare training material and run training sessions for application administrators
  • Support Application Administrator in their daily task
  • Create user management process documentation
  • Define KPI and process KPI on a monthly basis
01/2022 - 04/2023
Customer Success Manager
AVEVA (Internet und Informationstechnologie, 1000-5000 Mitarbeiter)
  • Participate in requirements meetings as part of an agile team (15 persons)
  • Participate in sales calls with Account Managers, stakeholders and Partners.
  • Analyzing and documenting functional and non-functional
  • Manage accounts by creating and executing success plans
  • Sending quotations and Annual Recurring Revenue Renewals
  • Working with business stakeholders to capture IAM use cases and define IAM processes
  • Improve the User management process
  • Coordinate the cleanup of existing tickets
  • Prepare training material and run training sessions for application administrators
  • Support Application Administrator in their daily task
  • Create user management process documentation
  • Define KPI and process KPI on a monthly basis
08/2020 - 12/2021
Presales Engineer
OSIsoft (Internet und Informationstechnologie, 1000-5000 Mitarbeiter)
• Participate in sales calls with Account Managers, stakeholders and Partners to support the technical sales agenda and enhance the customer experience as part of an agile team (20 people).
• Deliver story-driven demonstrations that showcase the broad scope of OSIsoft’s PI System products and technologies, including emerging technologies (Cloud, IoT, SaaS, Analytics, AI and Machine Learning).
• Plan and conduct tactical and mid-level business, discovery and technical workshops such as the PI Planning Workshop and PI System Jumpstart Workshops with support from the Success Services Teams.
• Support the Proposals Team to respond to RFIs and RFPs.
• Produce Customer case studies and document all customer interactions within the related sales opportunities in Salesforce.
• Collaborate with Customer Success Managers and Success Services Team to ensure that the post-sales services/implementation are aligned with the technical solutions that were proposed during the pre-sale stages.
• Collaborate with the Engineering Deployment and Performance Guild to ensure that customer requirements and proposed technical solutions are aligned with our product guidelines and capabilities

Tools & Software: OSIsoft Software (PI System, PI Vision, etc..), Salesforce, Microsoft Office, Webex, OSIsoft Cloud, Azure.
06/2018 - 07/2020
Product Support Engineer
OSIsoft (Internet und Informationstechnologie, 1000-5000 Mitarbeiter)
•
  • 500+ Technical support calls handled, English, German, and French support, with exemplary 4.5 CSAT
  • Inbound & Outbound Calls and Ticket Processing
  • Administrations, Configuration of authorization and authentication with Software (User / Roles / Groups / User Lifecycle) and Business Workflows
    • Joiner:  Entry of employee in the IAM System
    • Leaver: Deletion of employee in the IAM System
    • Moover: Transfer of employee
    • Self Service: Request of role assignments or withdrawals
    • Entitlement: Creation and deletion of role in the IAM System
    • Design, Development and Implementation of customer specific workflows
  • Configuration of Federations (OAuth 2, OpenID Connect, SAML) and Customization of the Identity and Access Manager
  • Maintain knowledge pool, including writing articles for known issues, technical limitations, and best practices.
  • Troubleshooting complex technical issues
  • Troubleshoot control system network issues both on and off site to determine root cause of communication and/or control system problems
  • Assisting customers directly in the installation, deployment & effective application
  • Manual testing of customer software according to various quality criteria in an agile project environment
  • Creation of test cases and test scenarios
  • Independent planning of test execution
  • Execution of the defined test cases and documentation of the results
  • Creation of bug reports and retest
  • Product Specialist in Interface and PI Vison
  • Produce customer case studies
  • Participate in requirements meetings as part of an agile team
  • Participate in sales calls

Zertifikate

Certified Tester, Foundation Level
ASTQB - ISTQB in the U.S.
2022
MTA Networking Fundamentals
Microsoft
2018

Reisebereitschaft

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Profilbild von Loic Ngueko Identity & Access Management/L1, L2&L3 Support/Customer Success/Presales Consultant/Software Tester aus Werl Identity & Access Management/L1,L2&L3 Support/Customer Success/Presales Consultant/Software Tester
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