Rafi Ferera Email & Phone Number

Herzliyya, Tel Aviv, Israel

We started with British CRM ACT! and migrated to Salesforce.Ensuring optimal performance of Salesforce systems and products. Upgrading and configuring Salesforce systems for optimized integration. Managing Salesforce roles, profiles, sharing rules, workflows, and groups. Importing sales department leads, contacts, and other data.Another part of the role includes managing a data capture team for prospect leads in the academic world.

Jerusalem, Israel

English to Brazilian Portuguese translation and text revision.Edition of subtitles text to fit dialogs on screen. using dotsub.com.British Henry Stewart Talks publishes visual presentations by world experts on biomedicine, life sciences, management, marketing, finance, advertising among other topics.

Herzliya, Israel

Configuration and administration of BMC ITSM solutions (Remedy, Remedyforce) according to business requirements.Assess business requirements and the application OOTB functionalities to minimize customizations where possible;Identify/troubleshoot/resolve BMC ITSM solutions issues including root cause analysis;

Jerusalem, Israel

•Installations of BMC Remedy software/upgrades/patches;•Configure OOTB functionalities to meet business needs;•Gather/document/analyze enhancement requests;•Assess business requirements and the application OOTB functionalities to minimize customizations where possible;•Identify/troubleshoot/resolve BMC Remedy applications issues including root cause analysis;•Perform risk identification, assessment, remediation and performance tuning;•Conduct user training for IT/Business as required;•Create all necessary documentation/SOPs, training material and user guides;•Perform mentoring/cross-training for peers;•Stay current on emerging tools, techniques and technologies;•Maintain skills/capabilities through education/training/hands-on experiences;

Tel Aviv, Israel

Argentine Spanish to Brazilian Portuguese translation and text revision of soap operas.

Herzlia Pituach,Israel

Worked in the Implementation of ITSM Service Desk for Comverse Technology, Inc. in Israel as well an admin role in the implementation for ICL. Salesforce data loader and data management. Position required strong Service Desk background and Services setup skills.

Jerusalem, Israel

Software Quality Assurance for Sky Deutschland PVRPosition required knowledge within broadcast equipment (STB) and PC enviroment.Familiar with testing basics and concepts.

São Paulo Area, Brazil

Provided remote, worldwide, Second Level support for the company Exchange, Passport Fax and Active Directory Servers environment. Proactively monitoring the environment to ensure maximum system availability.Lead small to medium operational projects. Focused on continual enhancement of support processes and procedures.Developed and maintained application support documentation. Key roles required deep knowledge of ITIL Change Management processes. Played a very significant role on the improvement of the process within the company.Other tools used to support the environment: BMC Remedy, MOM, Symantec Altiris, and basic scripting on Powershell, PERL and UNIX.Other roles within the Team included Information Protection appliance, Disaster Recovery planning and Engagement.

São Paulo Area, Brazil

First Level Support analysis in the implementation of SAP Basis for the Group North America new acquisitions. Coordinated solution for unresolved cases with onsite support team.

• Responded to incident calls and emails from users on desktop related issues and provided level 1 remote troubleshooting support.• Documented all reported incidents – identifying trends to assist in future problem resolution. • Supported the company’s Latin America operations in Spanish, Portuguese and English. • Environment included: DOS, Windows, UNIX, network connectivity, SAP and OS400, JDEdwards.

São Paulo Area, Brazil

• Responded to Helpdesk calls on site including issues from installing a printer to delivering new PC installations with Windows, Office, VPN, IE, Network Connectivity.• Provided technical support for the various businesses specific and customer proprietary software (IFS Application with Oracle), configured and troubleshoot new software, updates and patches.

Computer Engineering, Computer

Data Processing Technology, Data Processing

Portuguese Language And Literatures, Portuguese Language And Literatures

- Multimedia Information Manager at Psychology Institute Library. - Intern at Mathematics and Computer Instutute Library.