Rony Dekel
Director Of Technical Services at Accellion- Claim this Profile
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Bio
Aviram Niron
Ronny is an inspiring manager from both pure business objectives and social lives of the group he manages. His vision of comprehensive service and going beyond customer expectation drove the team to great achievements under his leadership. Ronny can build a team out of individuals, pick up the right applicants that will not only do the job but will also contribute to the team as a whole.
Kathy Turner
Ronny is a very focused and customer oriented business person. He looks at a problem from all angles and determines the best possible outcome for everyone. Ronny was a great help to me in managing customers and their issues - he knew the products, customers and processes inside and out. He helped me navigate the maze of products and personnel to get the best possible outcome for the customer.
Aviram Niron
Ronny is an inspiring manager from both pure business objectives and social lives of the group he manages. His vision of comprehensive service and going beyond customer expectation drove the team to great achievements under his leadership. Ronny can build a team out of individuals, pick up the right applicants that will not only do the job but will also contribute to the team as a whole.
Kathy Turner
Ronny is a very focused and customer oriented business person. He looks at a problem from all angles and determines the best possible outcome for everyone. Ronny was a great help to me in managing customers and their issues - he knew the products, customers and processes inside and out. He helped me navigate the maze of products and personnel to get the best possible outcome for the customer.
Aviram Niron
Ronny is an inspiring manager from both pure business objectives and social lives of the group he manages. His vision of comprehensive service and going beyond customer expectation drove the team to great achievements under his leadership. Ronny can build a team out of individuals, pick up the right applicants that will not only do the job but will also contribute to the team as a whole.
Kathy Turner
Ronny is a very focused and customer oriented business person. He looks at a problem from all angles and determines the best possible outcome for everyone. Ronny was a great help to me in managing customers and their issues - he knew the products, customers and processes inside and out. He helped me navigate the maze of products and personnel to get the best possible outcome for the customer.
Aviram Niron
Ronny is an inspiring manager from both pure business objectives and social lives of the group he manages. His vision of comprehensive service and going beyond customer expectation drove the team to great achievements under his leadership. Ronny can build a team out of individuals, pick up the right applicants that will not only do the job but will also contribute to the team as a whole.
Kathy Turner
Ronny is a very focused and customer oriented business person. He looks at a problem from all angles and determines the best possible outcome for everyone. Ronny was a great help to me in managing customers and their issues - he knew the products, customers and processes inside and out. He helped me navigate the maze of products and personnel to get the best possible outcome for the customer.
Experience
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Kiteworks
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United States
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Software Development
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100 - 200 Employee
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Director Of Technical Services
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May 2021 - Present
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Cognitec Systems
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Germany
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Software Development
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1 - 100 Employee
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Professional Service, Customer Success & Service
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May 2015 - Sep 2020
Technical Account Manager – Pre/Post-Sales Customer Success account manager Member of the Business Development team Professional Services Manager - solutions to customers across North and Latin America. Delivery Project Manager – System installation Customer Service Manager - Ongoing Customer Support and system operation Technical Account Manager – Pre/Post-Sales Customer Success account manager Member of the Business Development team Professional Services Manager - solutions to customers across North and Latin America. Delivery Project Manager – System installation Customer Service Manager - Ongoing Customer Support and system operation
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Volicon
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Burlington, Massachusetts, United States
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Senior Director of Global Customer Services rvice
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Mar 2013 - Mar 2015
Provided technical services and solutions to customers around the globe Directed the day-to-day NOC operational activities of the customer services, with a team of Tier 3&4 experts, Implemented 24x7 support and “follow the sun” technical coverage shortening downtime for clients Managed customer communications and crisis management Served as the liaison executive between the core R&D, Product Management and Sales Oversee the delivery and deployment of customer systems from planning to production Show less
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Flash Networks
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Netherlands
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Telecommunications
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1 - 100 Employee
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Director of Customer Service and Delivery for the Americas
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Feb 2011 - Feb 2013
Provided technical services and solutions to customers across North and Latin America. Directed NOC operational activities. Hired and trained customer support engineers Tier 2-4, providing 24x7 coverage Planned and managed systems delivery and integration in a timely manner. Managed customer communications regarding service and crisis management. Deployment of multimillion-dollar projects Provided technical services and solutions to customers across North and Latin America. Directed NOC operational activities. Hired and trained customer support engineers Tier 2-4, providing 24x7 coverage Planned and managed systems delivery and integration in a timely manner. Managed customer communications regarding service and crisis management. Deployment of multimillion-dollar projects
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Allot Communications
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Woburn, Massachusetts, United States
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Director of Customer Service AMR's
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Feb 2009 - Jan 2011
Built new technical support center in America, which supported ISP’s and service providers in the Network Bandwidth Management. Budgeted and measured technical assistance center (TAC) performance and success, leading to cost reduction and efficiency improvements. Managed customer communications regarding service performance and crisis management. Directed the day-to-day (24x7) operational activities of all service tiers (Tier 1-3). Measured the SLA and KPI allowing for constant process improvement. Developed team’s goals, individuals’ career path, and technical training plans. Show less
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Customer Support Manager
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Jan 2002 - Oct 2008
TAC (Technical Assistant Center) Assistant Director Lead a Tech Support Center of +30 Expert Engineers in North & Latin America. The team supports all major customers in the Mobile Operators. Systems include Voice-Mail, SMS, MMS Call-Tone Mobile-IM and more. Responsibilities: •Budgeting and measuring of TAC (Technical Assistant Center) success. •Customer communications regarding Service performance and crisis management. •Cross collaboration with core R&D groups as well as 3rd party vendors to exceed customer satisfaction. •Directed the day-to-day operational activities of the organization including staffing, scheduling, forecasting and development. •Developed scorecard database to measure success of SLA and “Response Time”, thus allowing for constant process evaluation and improvement. •Developed team’s goals, individual’s Career path and Technical training plans. Show less
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Mavenir
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United States
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Software Development
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700 & Above Employee
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Global Technology Group - Special Project Manager
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2000 - 2002
Lead a team of PM’s and Engineers to execute technical new product Demo’s and exhibitions around the world, as part of the pre-sale efforts.Responsibilities:•Defined, executed and managed technical Demo exhibitions around the world. Worked closely with Marketing Communications on building effective Demos.•Managed budget, travel, shipment, deployment and operation of special project.•Maintenance, development and implementation of Information Systems for Customer Support. •Corporate Document and Knowledge Management systems and Projects.•Internal IT related activities in the company main offices as well as in the remote branches. •Cross-corporation Integration, Coordination and Development of services, infrastructure and support components for R&D and Product Marketing. Show less
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Senior Manager, IT Field Support
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Jan 1993 - 2000
Lead +40 IT professionals. Several field support teams, Experts team, Lab & installation team, Back-Office team, IT Purchase team and Help-Desk Support team.Responsibilities:•Entire support of all computers in the company campus (8000 computers) including all network Devices. Hardware and Software.•IT Remote supporting of off Campus personnel.•Internal network connectivity within the Campus.•Supporting the remote offices IT teams of the company around the world.•Monitor and analyze the internal Service performance, Response time, SLA, quality of the service.•Manage and mentor teams and individual performance.•Professional education of the Technical teams. Develop teams and individual training plans. Show less
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Education
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2000 - 2002
Thames valley University
BS, business and marketing -
1986 - 1987
The Hebrew University
Associate's degree, Computer – Electronics and Software
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