Asaf Gaon Email & Phone Number

Waltham, Ma, Us

Boston, Massachusetts, United States

- Oversaw Takeoff's Technical Support team (15 support engineers - tier 1 and 2, and 3 managers). Takeoff provides a SaaS solution for enterprise clients to automate their e-grocery picking. Tasked with assuring the uptime of some of the world's largest enterprise grocery store robotic pick-up facilities (supporting both software and hardware).- Scaled the team from 2 countries (US and Ukraine) to 3, opening new geography (Pune, India) for the Technical Support team to ensure 24x7 coverage.- Led successful onboarding processes for 7 new multinational enterprise clients.- Implemented KPIs (CSAT, Time to Resolution, Avg handling time, etc) to track and score support metrics and client satisfaction. Leading to a measurable 20% increase in CSAT score across all clients and 30% reduction in Avg Handling time.- Implemented quality programs for the Support Team, resulting in a 20% reduction in time to resolution identifying support gaps and fixing documentation.- Collaborated with internal teams and C-Level enterprise customers on high-priority escalations and client strategy.- Managed recruitment process, coaching and mentoring of managers, and career development (weekly 1 on 1's, career goals building).- Organized and coordinated the development of new support tools (API based tools to automate tasks in Kubernetes and GCP, new chatbot to reduce common question, and overhauling the client-facing knowledge base).- Oversaw departmental budget building, maintaining the team as a lean and effective team.- Coordinated cross-functional process improvement with other Engineering teams to effectively transfer business processes to the support team.- Created a long-term roadmap and customer strategy to ensure quality and client satisfaction by adding reporting and metrics to measure success.- Ensured continuous delivery of services from third-party partners (critical automation partners) via reporting, KPI monitoring, and weekly alignment meetings.

Greater Boston

- Led a team of Technical Support professionals to ensure a quick response time of less than 5 minutes for First Reply Time, and quick resolution for international enterprise clients. Ensured quality service for both hardware and software incidents.- Tasked with mentoring, guiding, and providing continuous feedback to the support engineers in order to achieve target goals and provide quality service.- Built and developed processes to continuously improve knowledge and documentation by analyzing and evaluating existing documentation, procedures, and processes.- Engaged collaboratively with Takeoff's engineering teams to enhance automation and reduce ticket volumes.- Implemented processes and procedures to migrate internal support tasks to the Technical Support team.- Led internal and client facing reporting on availability and client issue trending.

Greater Boston Area

- Led a seven-person engineering team in charge of all Athena’s infrastructure and application logging and metrics (on-prem and cloud). - Assured the stability and functionality of athena's monitoring platform which handled over 500TB of data daily, a combination of ElasticSearch, Prometheus, Graphite, Logstash, FluentD, Kibana, and Grafana.- Tasked with Improving system reliability and operational efficiency.- Spearheaded the successful migration of Athena's logging and metrics technologies to modern standards (from a StatsD aggregation to multiple sharded instances), resulting in a 20% increase in system efficiency.- Strategically led the team in building new services, fixing tech debt, and ensuring reliability. - Implemented Agile processes and scrum for the team.- Conducted weekly technical reviews and led strategic planning sessions to improve efficiency and productivity within the team.

Greater Boston Area

- Led the formation of a small agile engineering team that can tackle advanced analytics of infrastructure and application metrics.- Managed a team of engineers across two countries and engaged cross-departmentally to drive initiatives (Collaborating with Development, Product, and Client org).- Built athena's incident management plan. Oversaw training and execution of Severity 1 incidents.- Collaborated cross-departmentally on projects that helped assure the stability of athenaNet and saved $1m in hardware costs.

Greater Boston Area

Things I am passionate about:* Troubleshooting* Analytics* Incident Management* Metrics (Graphite, ELK stack, Grafana, and many more)What cool things the NAS team is up to:* Identifying and mitigating complex large scale problems in our infrastructure environment* Incident Management (understanding the complex architecture of atheanaNet and assuring that teams communicate effectively during incidents)* Building dashboards to condense millions of metrics into easy to digest data* Automation* Testing and evaluating new tools and technologies* Working closely with our friends in Development and the Client Org to promote cross-communication and sharing of knowledge

Watertown, Ma

As a member of the Production Application Services team, the Production Application Services Associate will need to possess strong troubleshooting skills in a production environment. While working in this fast paced, dynamic, web application environment, the Production Application Services Associate will be expected to provide tier 3 support for the production application and all of its supporting infrastructure. Responsibilities:Will be fluid in the core athenaNet applications and all applicable components in the production environment (become a “guru”) and how they interact and the impact they have on each other:OracleLinuxPerl / CodingInterfacesWeb serversStorageNetwork / Telco / FaxingWork effectively with minimal direction or supervision – this work will be a combination of task and project work and being able to distinguish between tasks / projects that require a deep-level of research and those that do not – project judgment is key!Providing proactive incident management for customer networks and services, including diagnosing, resolving faults and providing regular updates to the internal process owner, along with suggestions for improvementsDriving internal groups to provide timely resolution – advocating on behalf of the clientProduce and maintain NOC Application Services documentation for team reference; documentation used for this role is not a substitute for team knowledge (teaching)Pride, ownership and accountability for your work – say what you will do, do what you say!The ability to stay flexible and learn new processes and procedures – flexibility is a key component of our “Teamwork” Foundational competency at athenahealth and is required of all employeesThe ability to receive direct feedback and then apply it into action – learning is vital to our success

Greater Boston Area

Greater Boston Area

EnerNOC is a leading provider of demand response and energy efficiency solutions. The Shift Support Analyst works with commercial and industrial power providers to monitor and support their load curtailment activities, and in many cases to remotely control their equipment and power generation during demand response dispatches. The Shift Support Analyst is an expert in EnerNOC's core operational processes, and works to develop a deep understanding of the issues surrounding load curtailment, emergency backup generation, and demand response programs across the nation.Key Responsibilities:Ensuring connectivity and data quality• Monitoring our network of 12,000+ remote devices that communicate via cellular, DSL, LAN and VPN• Troubleshooting connectivity issues• Configuring communications devices• Identifying, correcting, and/or escalating data quality issues with sites, energy meter data, and contact informationProviding exceptional service to internal and external customers• Providing access to and support for DemandSMART(TM), our Demand Response and Energy Management software• Responding to customer support requests via phone and email• Updating customer contact informationExecuting Demand Response events• Learning Demand Response protocols and program rules• Participating in Demand Response event training and simulations• Executing Demand Response events

Devised support protocols and provided quality customer service to majorinternational satellite companies and television channels* Communicated with internal departments to efficiently resolve clients’ downtime* Performed manual testing of central database (SQL)

Implemented overseas government-sponsored web initiatives for security measuresin the air freight industry* Acted as liaison between government agencies and industry clientele, providingwritten reports on participation levels* Conducted manual testing of database (SQL) and identified “bugs” in initiatives’websites

Provided desktop and technical support for university faculty/students usingWindows, Mac, and Linux operating systems* Performed scheduled maintenance and hardware upgrades for medical schoolcampus (~100 Windows-based computers)