Expériences — Maxime Goettelmann

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Experiences

Monitoring and management of SaaS tool billing for the IT Department and budget evolution
Regular reporting for IT asset tracking and incident management
Proactivity in handling system migrations and technological upgrades
Hardware inventory management
Maintenance of documentation and procedures
Project supervision (office relocations, hardware renewals, etc.)
Implementation and oversight of onboarding and offboarding procedures for employees
Level 2 ticket follow-up and vendor management
Continuous improvement of internal IT processes
Ensuring coordination within the IT team
Management of employee travel logistics

Restructuring of IT support (Ticketing tool configuration: addition of a knowledge base, service catalog, criticality matrix calibration, and new procedures)
Implementation of automations to improve support quality
Improvement and creation of procedures across cross-functional teams
Reorganization of user hardware support (phasing out tablets, simplifying tools)
Management of groups and roles within the IT Department, including remediation of current system weaknesses
Support for brand members and licensees

Phone, chat, and ticket-based support for user incidents related to the company’s products and services
Customer guidance and assistance with product and service billing
Proposal of tailored complementary solutions using the SONCAS sales methodology

I joined #avecle6, a community-driven movement that fueled collective enthusiasm around the French national Overwatch team during the 2019 World Cup

Created animations and graphic concepts (logos, wallpapers, humorous visuals)

Promoted and shared official matches across various online platforms (social media, Discord servers) to support the team and attract large audiences

Level 2 user support, diagnosis, and incident management
Creation of procedures and training of new team members
Planning, monitoring, and deployment of updates across the entire French network
Development of a new IT tool to handle incidents more efficiently as part of my final apprenticeship project

Translation of corporate pamphlets for business trips abroad (guidelines on appropriate behavior during seminars, useful vocabulary, etc.)

Management of the Testing Team
Planning of testing phases in accordance with milestones set by internal processes
Management of reported bug workflows
Coordination of cross-functional teams
Participation in game design brainstorming sessions
Organization of public testing sessions
Organization of team-building events

Game testing, bug reporting, and tracking
Assistance with Japanese–French translation
Graphic design of Wii game manuals