Daniel Dvir Email & Phone Number

Tel Aviv, Il

- Technical Escalation Point - Major cases and calls handling:Take lead at critical cases to ensure we provide the best response to the customer at important junctions like escalations and major production incidents. make sure the company provides the best and the quickest response possible. Take full ownership of the case if needed.- Create an Incident Postmortem process:Create a blame-free analysis and discussion soon after an incident or a badly reviewed support case has taken place. - Build and Improve environments for the different products and features available in Transmit - The Transmit product is vast and has many different use-cases and products. For the team to be able to support these, I have created many environments to reproduce issues and use-cases.- Create environments for reproduction for these and improve the existing environments that the Support team uses. Investigating, prioritizing and creating lists of the current gaps,Writing clear guides and videos on how to use each environment. Examples: AWS, oAuth, Windows Logon, Mac Logon, Mobile Apps, Web Application, TOTP, Radius, newer Transmit products, and many more. Mentor Tier 2/3 Team Members - - Personal weekly meetings with each of the T3 team members:In the meetings, we discuss how to create progress in cases and tasks, allow a technical conversation to be held, and help them achieve a better and faster completion rate.- Calls review:Get on customer-facing calls with T2 and T3 members as a silent listener, taking notes. Providing a follow-up review to the Support Engineer on a call. The review will contain improvements that need to be made by the SE and provide tools on how to do that. - T2 - Technical Open Door:A weekly meeting with Tier 1 and 2 to work with them on their cases and provide guidance and insights on the support process.

Tel Aviv, Il

Implementation, maintenance, and integration of Keywee's systems (Tier 1-2-3).Responsibilities include:- Manage all support tickets coming from the Customer Success teams.- Analyze and compare data from multiple tracking systems.- Create, correct and run Ruby scripts, to replicate re-occurring manual actions. - Troubleshooting and correcting tracking code using Javascript. - Creating new feature requests and bug reports based on customers requests (both internal and external).- Supporting clients worldwide on calls and emails.- Escalate tickets to the different development teams. Achievements:- Being the first fully dedicated support personnel in the company. - Working across the company, creating a bridge between the technological and business sides. - Managed to significantly reduce the time developers invest in support cases. I have developed and used the following skills:- Javascript - Correct tracking code and create additional functionality to it. - Ruby - Create new scripts and use existing ones.- Creating advanced SQL and Postgres queries.- Advanced knowledge in Google Analytics, Facebook, Omniture and Snowplow web analytics services.- Influence without authority - A must in a small startup company.

R&D Full Stack Developer – Intelligence unit● Full Stack Developer of a centralized multi discipline System.● Working with GOOGLE Map APIs.● Develop a mechanism/algorithm to sync and analyze multi layer maps from different sources.● Collect, analyze and execute request from our interfaces (clients).● In this position I worked in the following environments: C#, .NET, ASP.NET Web API, HTML5,JavaScript, Angular JS.R&D Team Leader of Big Data distribution systems - Intelligence unit● Manage a team of 4 s working on Machine learning solutions for Big Data Analysis.● Create and maintain yearly to daily work plans.● Define and implement a 3 rd party indexing solution (Attivio) in our system.● Lead daily sync meetings with the interfaces (Projects, Architects, QA etc’).● Project lead of POC with 3 rd Party companies (HLD to SOW documents, PDR, CDR, KOMmeetings).Application Security team member- Intelligence unit – IT Department● Implement and manage security solutions (Server-Client) to end users – Checkpoint, Symantec,Mcafee, Microsoft).● Tier 4 support for Network and Security related issues.● Participate in Vulnerabilities & Exploits research.● Install and Maintain Virtual environment over Vmware solution.● Project Lead – Symantec Scan engine implementation. Define the solution, implement and managethe integration with our systems.● Special Awards – for Application Security – SSL Strip lectures I gave to the security departments inthe unit.