Experience

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  Trusteer (IBM Security)

  • Head of Global Support

    • Jun 2020 - Present

  • Group Manager, Delivery & Services

    • Apr 2018 - Jun 2020

  • Group Manager , Global Deployment Project Managers

    • Jul 2016 - Apr 2018

    - Managing fortune 500 banks projects WW- Matrix management of deployment project managers teams

• 

  Polycom

  • United States
  • Telecommunications
  • 700 & Above Employee

  • Director, Support Engineering

    • Nov 2014 - Jun 2016

    • Head of worldwide engineering support organization. Direct management of support and SW engineers in 7 global sites, over USA, Europe, Middle East and Asia. • Responsible for the support of more than ten product lines for four development centers and multiple technologies (SW, HW and cloud base)• Defined and manage overall responsibility for engineering support • Definition and management of customer escalations lifecycle • Full ownership for all training programs and workshops for global support organization (T2-T4)• Define and manage of serviceability and serviceability improvements of the products.

  • WW Infrastructure Field Escalation Sr.Manager

    • Apr 2012 - Nov 2014

    • Created a new support methods such as "follow the sun" to provide 24/7 support.• Defined SLAs and measurements technics to ensure customer satisfaction and high level of support service.• Supports, HW and Cloud based products.• Created training programs and workshops for the support organization (T2 - T4).• Managed the SW maintenance releases.

  • QA & Field Escalation Manager

    • Mar 2005 - Apr 2012

    • Managing teams of T4 support, QA and partners interoperability team. • Establishing the maintenance / regression testing team.• Creating a COST (Customer Oriented Testing) team.• Implementing TEA (Test Escape Analysis) to assure lesson learn within QA and Dev to improve quality.• Managing the customers Beta programs.• Project manager for joint venture activities

  • Field Escalation Team leader

    • Sep 2001 - Mar 2005

• 

  Accord Networks Inc

  • Software engineer

    • Sep 1999 - Sep 2001

    • C/C++ developer in a telecommunication environment • H.323 application development (H.323,ISDN, Gateway) • Define the code design and Unit testing

  • QA engineer

    • Feb 1998 - Sep 1999

    • Define STPs, ATPs• Assisting the support team in customer install - on site visits • Development of features test plan, managed test execution and progress • Performed and executed manual and automated testing in server/client topology, including: progression/regression, performance load, quality, video/audio, GUI.• Identified and analyzed program defects, documented issues via JIRA.• Defects analysis using Log files and Wireshark • Working in complex environments