Israel
• Extensive customer-facing experience backed by strong datacenter skills, years of development work, and a rich technological background • Skilled troubleshooter and presenter • Consistently delights customers with diligence, thoroughness, clear communication, and professionalism • Proven track record of quickly picking up new technologies to solve customer problems • Israeli government security clearance Skills and Technologies: • Platforms and technologies: AWS, MongoDB, extensive UNIX/Linux, Windows, macOS, Docker, Oracle/SQL, HA/Veritas, networking, internet protocols, sniffers • Programming/scripting: Java/J2EE, C, Python, shell, Perl, JavaScript • Other skills and expertise: Training delivery, automation, load testing, integration, usability
Selected as a founding member of the Escalation Engineering team • Assume technical ownership of escalated cases to ensure speedy resolution • Technical lead on calls with management and engineers during critical production outages
Senior member of a highly professional global team that supports companies and government agencies around the world on MongoDB’s database, drivers, and management tools • Use expert knowledge to investigate and resolve customer issues • In-depth investigation of performance issues • Review cases and coordinate bug fixes with R&D • Interact with customers using Salesforce, email and screen shares Took over as lead TSE for a large global customer whose renewal was in danger • Worked with escalation managers, server engineering team, consulting engineers and account executives to turn customer satisfaction around • Spent time onsite to facilitate production tests and debug issues • Escalation team succeeded in securing high-visibility renewal "Named TSE" for multiple high-profile large customers • Provided individualized service and advocated for customer internally • Piloting automatic case creation project for proactive identification of issues Public-facing contributions: • MongoDB .local Tel Aviv 2019: Talk delivered on Multi-Document Transactions • MongoDB .local Tel Aviv 2018: Talk delivered on Authentic Test and Repros Using Mongoreplay • MongoDB World 2016: Poster session on Sharding Data Flows: Internals of MongoDB’s Sharding Feature • MongoDB World 2016: Sharding quiz game run throughout the conference and highly popular among attendees • Contributed training videos to customer advocate program • Co-wrote MongoDB blog post on new features in Ops Manager 3.4 Contributed to public and internal tools projects • Support team ticket dashboard • POC Driver load generator Awards • Technical Services Outstanding Contributor Award, Q3 2017 • Company "Think Big. Go Far." award, given at semi-annual company all-hands meeting, August 2016 Internal research projects: • Performance Analysis of MongoDB Microshards in Docker Containers vs Cgroups • Effects of Memory Ballooning on MongoDB • Disaster Recovery Architectures for Sharded Clusters Managed by Ops Manager
Supported 40+ companies in the US and Europe, including 10+ Fortune 500 companies, on Optier’s application performance management software for multi-tier Java applications • Used expert knowledge to investigate and resolve customer issues • Reviewed cases and coordinate bug fixes with R&D • Interacted with customers using Salesforce, email and Webex Replicated customer setups in the lab • Installed and configured application servers, web servers and databases on multiple platforms: - WebSphere, WebLogic, JBoss, Tomcat, Apache, Oracle - Linux, Solaris, Windows • Reproduced customer issues using load test tools and test scenarios that cover multiple protocols and APIs, including HTTP, SOAP, JMS and JDBC Worked with R&D to resolve deal-breaking issues, facilitating multi-million dollar sales and renewals Began handling customer cases within weeks of start date; quickly ramped up to full case load and participation in on-call shifts Improved quality and usability of products by identifying and reporting bugs and usability problems Maintained high-level of customer satisfaction by clearly communicating case statuses and quickly resolving issues; received multiple citations from customers for excellent service Sent to customer site in the US to overcome issues blocking deployment, resulting in successful rollout Developed and conducted new-product training for field and pre-sales engineers in the US and the UK Streamlined development, debugging and administrative tasks by writing utilities in Python and Java Reduced resolution time of cases by taking over responsibility from R&D for code fixes to SDK product
Roles included: professional services, support/training, development, testing, tools/automation, integration As a developer on professional services team, designed, developed, supported and installed solutions for Cisco customers around the world • Architected and developed high availability/clustering solution for network management product • Installed solutions at customer sites and supported customers in North America, South America, Europe, China and Israel • Wrote extensive technical documentation and provided training for customers and integrators Supported Eclipse-based, multi-OS test automation platform with hundreds of users company-wide • Provided technical support and consulting services to users in the US, Europe, Israel and India • Developed additional plugins for platform Led test automation and tooling efforts for various products • Led project for development of end-to-end test framework • Provided tooling and automation solutions to Israel, UK, and US development and test teams Implemented development infrastructure and developed code for UNIX-based server product • Developed Apache HTTP Server module and new Ant-based build system • Defined and implemented UNIX-based work environment for group-wide development, deployment and testing; received Cisco Achievement Program award
Joined Avis's new Advanced Technology Group, with mission to introduce new technologies. 3-person team introduced UNIX-based client-server systems into mainframe-only company and oversaw development of new reservation system that saved over $5 million a year, and improved customer experience. Leading technical consultant on Avis's next-generation worldwide reservation system project • Prototyped new technologies including Solaris, Sybase and the XVT GUI toolkit • Provided remote and on-site assistance to development team; Worked on-site at Avis's World Reservation Center; to install new system Became Avis's in-house GUI/usability expert • Independently initiated company-wide effort for better GUI design and testing procedures • Developed and taught seminars in GUI design and usability to over 100 Avis employees • Designed and coded user interfaces and conducted usability tests Took over management of critical but problem-ridden time-charges application used by all project managers; supported users and overhauled application until it received a high satisfaction rating and no longer required round-the-clock support Part of development team for numerous client-server data-access applications (C/UNIX/Sybase) Developed prototypes, applications and scripts, managed production rollouts, coordinated between development team working groups, supervised other programmers
Taught continuing-education course in C programming