פרופיל תעסוקתי:

Education
 Electronics Practical Engineer (Field Engineer).
 B.A. in Business Administration
 M.B.A. in Business Administration – Haifa university
 Training courses- IDF

שירות צבאי
שירות צבאי מלא
ניסיון תעסוקתי
Support and Professional Service Director | (Networking HW/SW) | 2020 – Present
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Established a global "Follow-the-Sun" infrastructure to support US, Europe, and Far-East markets, ensuring seamless 24/7 technical coverage.
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Migrate support team to lower cost country, maintaining excellence of the organization.
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Managed $5M in annual revenue generated through professional services and customer support contracts.
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Achieved 100% SLA compliance by defining and executing working procedures and performance standards.
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Managed company-wide CRM migration, integrating ticketing and RMA processes into a unified portal (ZenDesk), resulting in significant operational cost savings.
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Directed strategic onboarding for key accounts, acting as Lead Project Manager to ensure high-quality product delivery.
Product Expert & Pre-Sale/Support Manager | Paradox | 2017 – 2019
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Deployed a specialized support and pre-sale hub in Romania, managing recruitment and training for all technical personnel.
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Optimized support for 150+ international distributors, working closely with R&D to resolve complex hardware/software issues.
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Implemented company-wide Knowledge Management, reducing average handle time.
• Defined and executed all working procedures and Standards to meet SLA while measuring KPIs
Director of Technical Support & Customer Success | Fornova | 2015 – 2017
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Managed multi-support teams and QA team (Israel, US, Ukraine), Pushing a culture of technical excellence.
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Directed Application Engineering Delivery team, overseeing the full lifecycle of project establishment for new enterprise customers.
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Selected and implemented CRM solutions to meet SLA requirements and improve knowledge management.
Professional Services Manager | Playcast-Media | 2012 – 2014
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Architected a 24x7 NOC (Network Operations Centre) from scratch, including personnel, equipment, and monitoring tools.
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Managed Tier 2/3 technical support and FAE teams across 5 countries, maintaining high-performance standards for cloud-based video streaming.

הערות: