The responsibilities include assigning tasks to the support team, ensuring their performance is up to standard, reporting to upper management, resolving issues, and organizing training, and holidays. Encourage team members to take risks, identify training needs, and suggest team-building activities. Management focal point for critical accounts by organizing and managing internal and external meetings, customer meetings, status reports, and updates as well as acting as responsible to manage the support cases' lifecycle until their resolution.

Leading the Americas support team and ensuring quality technical deliverables, overseeing the technical personnel, assisting in hiring and training staff, delegating work assignments, identifying and repairing technical issues, evaluating staff performance, streamlining operations, developing risk mitigation processes, and presenting new technology to the company, the focal point to critical accounts by working on customer meetings, status reports, and updates

Third-level of support for customers based in Americas working either via email, phone and/or web sessions acting in critical and escalated cases by handling problem resolution and those requires deeper analysis and troubleshooting; working actively with RnD on various locations such USA, Canada, Israel, India, and Belarus to those cases requiring product fix, bug resolutions and improvements; the focal point to critical accounts by working on customer meetings, status reports, and updates as well as acting as responsible to handle all support cases until their resolution; continuously contributing to maintain and improve the public and private knowledge base by writing and reviewing guides related to configuration and on fixes procedures that help all support, and SE teams and especially to guide customers to resolve the issues themselves; working to test and simulate in the laboratory issues and configurations our customer are facing as well as testing new ways to use the product; supporting the POC cases to assure that the product meets the SE and Customer's expectations; conducting weekly meetings with tier-2 to discuss and explain escalated and resolved cases as well as helping them on their own cases.

Providing technical support for customers based in the Americas working either via email, phone, and/or web sessions by handling analysis, troubleshooting, and fixes; working actively with team members in various locations such as the United States, Canada, Israel, India, Brazil, and Belarus; continuously contributing to maintain and improve the public and private knowledge base by writing and reviewing guides related to configuration and on fixes procedures that help all support, and SE teams and especially to guide customers to resolve the issues themselves; working to test and simulate in the laboratory issues and configurations our customer are facing as well as testing new ways to use the product.

Implementation, operation and troubleshoot IPv4 and IPv6 networks with Cisco tools, switches layer 2 and 3, configuration of routers, security with Cisco ASA firewall, Cisco CSM and Algosec Firewall Analyzer, secure access via VPN Site-to-Site and remote access through Cisco routers, Sonicwall, OpenVPN and ASA firewalls with username and password, certificate, token or two-factor authentication; access control and AAA for users and network devices with Cisco ACS and ISE, control, rules and content filtering with IronPort/WSA web proxy, two-factor authentication and provisioning of RSA SecurID tokens, Cisco DUO and Google Authenticator, antivirus, network and host DLP, host IPS, network IPS and network management by McAfee ePO; UTM Firewall with Dell Sonicwall; management of tickets and workflow customization with Algosec Fireflow; tests and simulations in the laboratory for tools and topologies; appliances, servers and desktops virtualized with VMware vSphere; servers for Active Directory, DNS, DHCP, WebServer, FTP, Fileserver, Firewall, Syslog, among other services with Linux and Windows systems; support the sales team in the design of tools to the environment and analysis of requirements, manuals and datasheets.

IT Administrator to all areas of the Consortium; Active Directory domain management of Windows Server 2003; implementation of group policies; network management and sharing, internet and files; access control to folders and printers; aid in the area of purchasing and procurement, training of computer material specifications and supplies; creation, inclusion and exclusion of groups and users; diagnosis and troubleshooting hardware problems, software and network; installation, configuration and formatting operating systems, programs and application suites; assembly and preventive and corrective maintenance of computers, cabling and crimp cables and network points; hardware and software upgrade; user support and management of Google Apps platform.

Technician responsible for the Graduate College unit and its departments; user support; auditing and closing of the unit; creation, inclusion and exclusion of groups and users; imaging clone; diagnosis and troubleshooting hardware, software and network; installation, configuration and formatting of operating systems, programs and application suites; assembly and preventive and corrective maintenance of computers, cabling and mount of RJ-45 network cables; hardware and software upgrade; audit of lecture-capture process; management software dedicated to recording lessons; orientation and training of electronic whiteboards.