Tier 3 Manager

• Dec 2021 - Present

• Tier-3 Technology Support is the final escalation point within the Client and Technology Support department, capable of troubleshooting and resolving the most challenging and complicated issues. • Manage escalated customer issues from Tier 2 and work closely with R&D to analyze and identify root causes until problems are resolved. • Oversee release versions and handle escalations from TAM, SE, PS, and solution teams. • Provide technical guidance and mentorship to Tier 3 support engineers. • Maintain a deep understanding of the company's products and services and provide input to product development teams to improve customer experience. • Ability to handle multiple priorities, ensuring all critical issues are addressed promptly. • Strong logic and troubleshooting skills to diagnose and resolve complex technical problems. • Strong client support services skills (customer service) to provide an excellent customer experience. • Ability to effectively manage long-distance employees, ensuring remote team members are supported, engaged, and aligned with organizational objectives. Show less

Advanced Customer Solutions - Team Leader

• May 2018 - Dec 2021

• Managing Tier3 escalation team for LTE access technology products – North America region.• Providing support and escalation path to Tier2 CSEs and field engineers.• Deep hands-on and understanding of containers, Dockers, Kubernetes and Helm-charts• Working with R&D, PMs, marketing, and other entities within the company, to provide the best infrastructure support, ensuring optimal performance and best integration into the customer environment.

Solution Architect

• Jun 2016 - May 2018

• Supporting large-scale operator with network evaluation and deployment.• Handle the most complicated customer issues and work closely with R&D.• Providing field-engineering support (ATP’s, Demos, Trials, POC’s, training)• Create clear, easy to use customer-facing support documents as well as internal content to improve efficiency and reduce case handling time.• Collaborate with Product Management, R&D, PLM teams to ensure Airspan’s products meets customer’s needs.• Coach and mentor all Support teams to maintain high level of proficiency. Show less

R&D Network Engineer

• May 2012 - May 2016

• Deployment process – end to end – from design level until production system • Perform ATPs & Proof of Concepts (POCs) on customer premises • Project management • Train customers \ distributors • 24/7 Customer support during the deployment process • Create Deployment work procedures and knowledge improvement database • Deep knowledge in TCP/IP and cellular networks • Working with Oracle/Vertica DB, and SQL queries • Experience in Windows and Linux servers • Experience with VM platforms – VMware, VirtualBox Show less

System performance

• 2006 - 2011