Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Laurent Decool

Tewksbury

Summary

Dynamic L3 Support Lead at CapsuleTech / Philips with extensive experience in escalation handling and risk management. Proven track record in analyzing customer complaints and leading defect management reviews. Skilled in C++ programming and network troubleshooting, delivering effective solutions that enhance product safety and reliability. Passionate about improving communication between medical devices and users.

Overview

15
15
years of professional experience

Work History

L3 Support Lead

CapsuleTech / Philips
10.2014 - Current
  • In charge of analyzing complaints from customers after they have been through Level 1 and level 2 support. Finding root cause in the drivers, provide safe workaround, enter bugs or enhancement request when there was an issue on our side. Close communication with medical device manufacturer in order to understand the root cause of the issues.
  • In charge of the Defect Management review. Each week we hold a big meeting where we review all the newer bugs. This meeting's goal is to ensure first that the bug make sense, all info needed to investigate is part of it and the proper validation steps are mentioned.
  • I charge of the Risk Management part, in case we deem an issue as potentially a safety issue. The goal of this is to analyze the risk and document the mitigation made to limit the risk as low as possible.
  • Leading the Connectathon effort for Capsule for the last 12 years.

Medical Device Communication Developer

CapsuleTech
10.2010 - 10.2014
  • Development of interface in C++ to communicate with a wide range of medical devices through Network or Serial communication
  • Worked closely with manufacturers to understand all the aspect of their communication protocol specifications.



Education

Master of Science - Computer Science

Epita
Le Kremlin Bicêtre, FRA
06-2026

Skills

  • Escalation handling
  • Network troubleshooting
  • Support services
  • Data analysis
  • Debugging
  • C and C programming
  • PowerShell scripting

Languages

French
Native or Bilingual
English
Full Professional

Timeline

L3 Support Lead

CapsuleTech / Philips
10.2014 - Current

Medical Device Communication Developer

CapsuleTech
10.2010 - 10.2014

Master of Science - Computer Science

Epita

Similar Profiles

CREATE PROFILE
Laurent Decool