Craig Caplan Email & Phone Number

Israel

Tel Aviv-Yafo, Tel Aviv District, Israel

Unpaid employment with large non-profit youth organisation. I have been given responsibility look after 14-18 year old Jewish Teenagers on summer programmes. I have also been in charge of logistics and welfare for one of these summer programmes in 2005. I am also the IT manager and consultant for FZY’s technical requirements. In 2008 I was made Honorary Vice President of FZY for my work since 2003 and I currently sit on both the Finance and Staffing committees which meet twice a year.

Tel Aviv Area, Israel

-Reporting to the VP for Support, I have global responsibility across two divisions: Escalation Management and Level 3 support. Managing these diverse teams across continents and cultures to ensure 24/7 coverage for support issues.-Ownership of SLAs, Key Objectives and Results aligned with business objectives - high level of analysis and reporting of team’s activities and the team adherence. Ensuring certain issues are prioritised according to client revenue and status; whilst ensuring all SLAs are met and exceptions are investigated. -Close work with Customer Facing teams (Sales, Account Management, Customer Success), Engineering and Cloud Operations teams in order to act as the customer facing team related to defects, high severity incidents and escalations. -Regular reporting to C-Level Management on critical incidents, areas for future growth and improvement of teams

Tel Aviv Area, Israel

● Oversaw critical client-impacting issues; before they happen, whilst they are happening and in emergencies. Worked to go beyond the escalation; investigate and document root cause, identify necessary improvements, monitor execution of changes. ● Liaise with the global escalation team to ensure high profile escalations are managed and prioritized globally.

Tel Aviv

Oversee critical client-impacting issues: -Before they happen (e.g. via behind-the-scenes monitoring of known issues/triggers),-While they are happening (e.g. by overseeing incidents and making recommendations based on observed best practices), and -In emergencies (e.g. by coordinating internal resolution efforts)Go beyond the escalation:-Investigate and document root cause.-Identify necessary improvements.-Monitor execution of changes.Including, but not limited to:-Liaise with global Escalation team to ensure high profile escalations are managed and prioritized globally. -Partner extensively with global Product Analyst Teams to ensure comprehensive approach to all escalations. -Collaborate with GPS Team Leads and Managers to ensure engagement is only when SOP is insufficient in resolving an issue. -Centralize the coordination of resources.-Proactively communicate regarding escalations/large defects so that GPS and wider teams are informed. -Prevent escalations through reporting and trend spotting via SFDC.

Tel Aviv

● Overall responsibility for the Premium support team in Europe, overseeing and managing the team and ensuring work is consistently across all clients. ● Working closely with Account and Client Success Manager to ensure client satisfaction, ensuring all SLAs are met and exceptions are investigated. ● Runner-up employee of the year – 2013 and 2015 for hard work, commitment and putting customers first.

Tel Aviv, Israel

Provide day to day functional and technical software application support and troubleshoot software application issues.Communicate accurate information with clients and account managers regarding any issues and developments with our software.Ensure there is a high level of analysis and reporting of any client issues.Work closely with the different teams in the company, from Quality Assurance to Technical Development to Accounts.

After completing basic training, I am currently a member of the communications and IT support corps of the army. I am part of team in charge of logistics and servicing of army computers, portable communication devices and presentation equipment. My service is until October at which point I will be part of a reserve unit.

Jerusalem, Israel

● Project Manager for Matan Media involving managing work related to SEO, PPC, online brand and marketing strategy.● Responsible for internal budgets, internal business processes and maintaining client relations.

Member of the Young Judaea Israel Logistics Team responsible for over 500 participants.In charge of the weekly communications to parents via email and internet (Facebook, Email, Blogs).Responsible for the maintenance of Wireless and Internet facilities in the organisations apartmentsacross the country.

● Experience with testing General Computer Controls (IT Risk Audit), IT Project Review, Data Analysis.● Clients: Financial Services Industry (Bank Santander), Retail, Leisure, Film/TV and Recruitment.

My role included dealing with the day-to-day accounts (invoicing, ordering, account management), answering the phone, providing Level 1 support to customers, as well as other infrequent administrative tasks. I was given an insight into the beginning stages of company growth but also the various costs and challenges along the way.

Ba (Hons), Accountancy

BA Accountancy (Second Class: Division 1)

Gcse