Netanya, Center District, Israel
I treat every managed project with the highest level of personal responsibility and ownership. Let’s schedule a call to discuss how we can create a win-win partnership together.
- Relationship management for key and strategic enterprise B2B/B2G customers - Escalation and crisis management during major issues - Enablement of global partners worldwide - Ability to communicate complex technical issues to non-technical decision-makers - Direct access to executive management and all company technical and business functions - Communication with customers' top executive level (CxOs/VPs) - Proactive engagement with stakeholders - Full coordination of all technical teams (R&D, SMEs, PS, TAM) within project scope - Leadership and functional management within a matrix-managed structure - Promotion of new technologies and solutions through on-site and remote meetings (high percentage of travel worldwide) - Influencer of best-in-class service quality
- Ensure that the highest level of customer satisfaction is met at all times through defined practices and policies. Tracking and definition of KPIs. - Facilitate and participate in customer conference calls and all areas of managing customer interactions. Frontal meetings on internal collaborational forums with both RnD and customers. - Ensures management of customer expectations, resolution of technical issues in a timely manner and high-quality of service by team. - Lead staff to meet their target objectives through continual communications and metric reviews. - Building and leading a high-performing technical support team. - Formulate staffing requirements, employee development, training needs, coaching and counseling, etc. to ensure that direct reports have the skill and knowledge base to undertake job responsibilities and develop career paths. - Knowledge mapping, education path creation. - Managing international team of engineers (Israel / Poland / India / USA / Canada) - Making customers happy worldwide - Ability to manage multiple tasks and priorities. - Pragmatic communicator - Strong verbal, written and interpersonal skills. - Writing business objective reports and customer presentations. - Business savviness and collaboration with Sales to promote service.
- Acting as the Technical Services Account Manager for the most exclusive customers worldwide - Representing Check Point Diamond Services in the most professional and service oriented manner - Deliver of technical support with the highest service standards for all outstanding technical issues - Conduction of on-site visits at the Diamond customers premises for the purpose of troubleshooting, upgrades & migrations, frontal training, and more… - Regular follow-up calls with the Diamond customers’ technical teams - Building and maintaining hotlabs for the Diamond customers’ most crucial Check Point estate - Ownership of the account and building long-term relationships as trusted advisor
Responsibilities, key functions: - Development and implementation of IT projects; - Implementation of active monitoring systems for equipment, complexes and services; - General management of the department with 15 employees; - Solving the issues of staff training and motivation; - Building the HelpDesk system from scratch in accordance with the principles of ITIL; - Development, implementation and monitoring of SLA compliance; - Raising the culture of working with IT within the company; - Support for a regional network of federal scale consisting of 63 units throughout the Russian Federation; - Assistance in planning, justification and control of the budget of the unit; - Organization of purchases of equipment and software; - Managing the workgroups of services: a) Helpdesk (all lines) – 15 empl.; b) System administration (Windows Servers, Ubuntu) – 3 empl.; c) Network administration (Cisco, D-Link, Asterisk) – 3 empl.; d) Virtualization systems (Citrix, VMware) – 2 empl.; e) Development (Lotus, 1C, SAP, workflow);
Responsibilities, key functions: Coordination of internal units (IT, administrative department, security department, Heads of Bank branches), external contractors, service providers, equipment and services suppliers when opening / closing new branches of the Bank at all points of presence in the North-West region of the Russian Federation. Monitoring the timing of projects and timely prevention of possible delays by adjacent participants. Management of a project team of up to 20 people. Holding tenders, acceptance of works. Control of the general contractor in the construction of the branches. Control and interaction with contractors servicing the air conditioning and backup power systems of the Bank's data centers. Electrical Safety Group IV (up to 1000V). Control of the delivery of IT equipment and the performance of service contracts through the representation of vendors in the Russian Federation - Cisco, Xerox, HP, Schneider Electric. Participation in the development of IT infrastructure standards in the Bank. Achievements: Successfully opened 18 branches in St. Petersburg, 7 offices in the North-West region. Internal mass moves of staff and expansions in the head offices of St. Petersburg and the region, all carried out without any failures. Reduced the construction time of branches. The economy of the budget as a result. A letter of recommendation from the Bank.
2001 - 2002 System Administrator; 2002 - 2008 Lead Engineer of Design and New Engineering Department; Responsibilities: Management of the technical support service. Interaction with the top-management of key clients of the company. Management of design, construction and installation of cable networks of various volumes and types. Scale from small offices to geographically distributed plants. (SCS, FOCL, ACS, fire alarms, telephony, network and server equipment, multimedia complexes). Had secrecy access for work at the objects of civil defense and emergencies. Telecommunication construction, system integration. Achievements: Successful implementation of more than 70 projects. Independent development and implementation of a project to create a corporate holding network. Compliance with deadlines and control of project budgets. Optimize the use and reduce the cost of operating holding's telecommunications infrastructure. Ensuring a high level of quality of providing technical services to corporate clients of the company. Experience of foreign business trips. Up to 70,000 constructed SCS ports.