The team consists of Response Specialists (Tier 1, dealing with support tickets), and Product Specialists who act as SME in their product area, as well as associated Product managers/Project managers/Release managers embedded in product teams.- Building an effective team by being an integral part of the entire hiring process, creating an individual growth plan for and with each team member, following up on each member’s KPIs.- Coach, mentor, motivate, and engage each team member, setting them up for success.- Create and follow up SMART goals for each quarter for the greater team- Keep close relationships with PMs, making sure the product specialists are on par of their expectations and task deliveries, artifacts, and outcome.

Firefly provides fully automated migration from Magic to .NetThe CSM team is in charge of ensuring the customer’s satisfaction throughout the entire migration project, from signing the contract until the end of the warranty, and function as the focal point for the customer.- Managing the project plan and schedule - Making sure all the deliveries are provided on time- Handling customer technical tickets (problems found in the migrated code), from reproduction to resolution.- Training developers- Helping the sales team by managing the POC process, co-piloting sales meetings as a sales engineer by recognizing the customer’s “pain” and providing the appropriate solution

The Department provides consulting, support, and training for Magic customers around the world. Providing support for customers such as software houses and IT divisions, Magic branches, and distributors through handling escalations, work with R&D, QA, and PM.The role consists of:- Manage the team leaders (4-5) and offshore individuals (Europe and India)- Prioritize tasks and targets of the teams- Constant contact with the departments and branches of the organization- Employee evaluations, monitoring their performance, setting up mutual goals and directives, follow up on their fulfillment- Recruiting (setting requirements, interviews)- Implementing new support processes in order to improve the customers’ experience- Improving knowledge transfer flows between the organization and customers through increasing KB size and utilizing communication channels.- Maintaining close constant contact with key customers and company personnel on the field- Assisting the support engineers, providing hands-on assistance in complex issues.

- Support engineers located in Israel and India- Acting as the SME and technical lead of the team, while pushing each team member to excel in specific topics.

- Working with the sales account managers, setting up the list of loyal and key customers- Providing personal dedicated support experience, delivering immediate solutions to urgent issues

- Solving support tickets, escalating bugs, creating feature requests- Setting up on-premise environments (application, DB, servers) for reproductions- Providing on-site consultations- Training a variety of Magic courses- Pre-sale person helping sales managers increase sales- Writing technical articles

• Leading Programmer (team of six) of the academy Management Software. The software is responsible for all activities of the branches and departments, handling students, classes, courses and financial issues.• Analysis of new modules for development.

The company was a leader in the markets of Data Warehouse, Data Mining and ABC systems in IsraelProgrammer and product manager Developing a number of products including a sophisticated report generator, Analysis tools for costing activities (ABC ), sales forecast tool and information management tools for managers and executives (EIS ). The development was done using SAS and SQL DB. In addition to managing two products (reports generator and sales forecasts), keeping in touch with customers, creating the roadmap of these products making sure all teams are coordinated and synced with it.

Working with AS400 computers serving hundreds of users simultaneously handling network, DB and program problems

MAMRAM, mainframe computer operator, network and team leader