Jean Claude Ricquebourg

Current

• Support Engineer at CA (formerly known as Computer Associates).

Past

• Call center manager at SITEL
• Support Engineer at hewlett Packard

Education

• MICROSOFT Technical Education Center
• Université Stendhal (Grenoble III)
• Université de Toulouse-le-Mirail (Toulouse II)

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Recommended

4 people have recommended Jean Claude

Connections

122 connections

Industry

Information Technology and Services

Jean Claude Ricquebourg’s Summary

Support Engineer with substantial experience in IT companies like Computer Associates, Hewlett Packard. My initial background was sales engineer for 8 years and then switched to IT support in 1998.

Solid international experience in IT support environnment and call centers.
Outstanding communication skills in English, French and Spanish.
Very good analitical and problem-solving skills.
Good team managing and coaching experience In HP, and SITEL.

I'm a flexible and positive person with good sense of humour.
Lets have fun in a serious way and do serious thing in a fun way!

Jean Claude Ricquebourg’s Specialties:

STORAGE and SECURITY:
BrightStor ARCserve Backup 10.5, 11.1 , 11.5, 12 - E-trust - Pest Patrol.

LANGUAGES & POTOCOLS:
HTML / TCP/IP.

SOFT/TOOLS:
Internet Explorer 4, 5, 5.5, 6,7 – Netscape 4.x Lotus notes – Outlook – Word – Excel - Netmeeting – MSN - Skype -Acrobat – Adobe Photoshop – Corel - Dreamweaver3 - Xara3 D - C. Copy – VNC – BLT Tera Term Pro – SIEBEL 7 – AVAYA – Spybot.

NETWORK: Telnet – ping – traceroute – ksh – HP Open view.

OS:
Win xp - win 2000 - win 2003

Jean Claude Ricquebourg’s Experience

• Support Engineer

  CA (formerly known as Computer Associates).

  (Computer Software industry)

  January 2005 — Present (3 years 11 months)

  Analytical skills: investigating and resolving technical product issues on BrightStor Arcserve Backup
  Troubleshooting and providing technical support to end user customers.
  Strong Technical/debugging skills.
  Excellent oral and written communication skills in English, French and Spanish .

• Call center manager

  SITEL

  (Consumer Electronics industry)

  2003 — 2005 (2 years)

  MANAGER Call Center France (SITEL Barcelona).
  Responsable for 40 operator agents
  Reporting directly to Philips France.
  - People management
  Recruitment, tranning, coaching, forcast, planning.
  - International project management.

• Support Engineer

  hewlett Packard

  (Public Company; 10,001 or more employees; HPQ; Information Technology and Services industry)

  November 1998 — June 2003 (4 years 8 months)

  TECHNICAL COACH in H. PACKARD Barcelona – from June 2002.
  Trainer – Training of the agents of the Networking team - 22 persons.
  Documentation Control – Creating processes.
  Quality control – Evaluating agents – Quality checks
  Mentor control – Improving operations and technical knowledge of the team.
  Escalation follow-up – Identifying the action plan.
  
  SUPPORT ENGINEER in H. PACKARD Grenoble - from January 2000 to June 2002.
  HP CALL CENTER
  Internet Support 3rd level – HEWLETT PACKARD –
  European platform: Browser configuration – Proxy settings – ie5 implementation.
  ON SITE engineer:Third level of support Hard (HP, DELL) & Soft (Lotus Notes, Novell.)
  Backup for ROCKWELL AUTOMATION in UK & GERMANY.
  
  SUPPORT AGENT- from December 1998 to October 1999.
  Solved and closed Europeans calls on the INTERNET - ESC website.
  Usage questions – Troubleshooting – Relay or problems Escalations.
  Conducted internal training / Creation of User Guides.
  Fluent English - Emails /Telephone

Jean Claude Ricquebourg’s Education

• MICROSOFT Technical Education Center

  Certificates of Achievement, Microsoft WIndows Servers, 2000 — 2001

• Université Stendhal (Grenoble III)

  DEUG, LEA, 1986 — 1988

  Activities and Societies:

  ENGLISH - SPANISH - POLITICS -

• Université de Toulouse-le-Mirail (Toulouse II)

  1986 — 1987

  Activities and Societies:

  ENGLISH - SPANISH - ECONOMY-

Additional Information

Jean Claude Ricquebourg’s Interests:

My other PASSION is CINEMA: I have done some Films, movies, and TV commercials.

Jean Claude Ricquebourg’s Groups:

•    Filmmakers
•    Actor's Network

Jean Claude Ricquebourg’s Contact Settings

Interested In:

• career opportunities
• consulting offers
• job inquiries
• expertise requests
• business deals
• reference requests
• getting back in touch