Hadrien Lafortune
Customer Support Analyst, Air Availability & Shopping Services @Amadeus
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WORK HISTORY
Customer Support Analyst, Air Availability & Shopping Services @Amadeus
Nice, FR
Part of a Global Expert Team: GET.GET - Shopping is the support team dedicated to the Amadeus Shopping features such as-Master Pricer-Master Pricer Instant Search-Availability-Travel Audience Meta Connect-Pyton (Content - System - Booking)-Amadeus Smart Content Access-Amadeus Quick Connect-(.)
ABOUT HADRIEN LAFORTUNE
With over 9 years at Amadeus (world leader in travel distribution solutions), I have developed advanced expertise in level 2/3 technical support and in resolving complex incidents on Web Services (WBS).MY TECHNICAL EXPERTISE:→ 24/7 Level 2/3 Support on Critical Platforms→ Amadeus WBS Specialist (SOAP/REST APIs, XML integrations)→ Multi-level Complex Incident Resolution (Advanced Troubleshooting)→ Technical Interface for B2B Clients (Travel Agencies, Airlines)→ System Log Diagnostics & Analysis (SQL, Middleware, Connectivity)KEY TECHNICAL SKILLS:• APIs & Web Services: SOAP, REST, XML, JSON• Amadeus Tools: WBS (Web Services), Selling Platform Connect, Amadeus APIs• System Diagnostics: Log analysis, SQL queries, network troubleshooting• Ticketing & ITSM:[ServiceNow/JIRA/CRM], SLA management• Environments: Windows Server, Linux (basics), HTTPS/SFTP protocols• Sector: GDS, travel distribution, NDC (New Distribution Capability)• Languages: Native French, Fluent English (international customer support)→ Escalation & Coordination of Product / Development/Infrastructure TeamsMy experience has trained me in:• Rigorous processes (SLAs, procedures, traceability)• Methodical analysis of complex problems (root cause analysis)• Managing critical situations under pressure• Strict adherence to standards and regulations
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