• Lead the planning, creation and implementation of changes to the customer environment• Lead the resolution of technical issues of high complexity• Provides solutions to prevent problems from occurring• Take progressive responsibility for the operational support of the managed environments or other infrastructure.• Demonstrate thought leadership in business and technology innovation• Motivate peer teams and resolve conflicts• Be proactive to anticipate issues or situations which impact delivery and take necessary mitigation steps escalating to management's attention, where appropriate• Excellent awareness of the customer's business and in-depth knowledge of the customer's environment and support processes.• Support the solutions made and assist support teams in case of high impact incidents, problemresolution and workarounds, RCA• Make effective and timely decisions• Establish and manage priorities• Increase productivity through standardized, high-value processes and tools• Prepare and maintain documentation libraries for the area of your expertise under the supervision of team Management• Ensure compliance with internal documentation standards; also accountable for updating andpreparing the documentation• Prepare technical documentation upon request (technical procedures, manuals, work instructions and all other applicable customer and team related documents)• Contribute in both local and global quality and productivity improvement projects• Provide analysis of information with regards to quality and improvement plans• Ensure the Compliance of processes and best practices outlined by the Management• Provide technical consultation to the Project Manager Technology Team Lead Account Support Team representative and Capability support and technology teams• Take technical ownership in executive escalations• Deep-level knowledge in conjunction with vendor and third-party support within the applicabletechnology platform

Applies intermediate level of subject matter knowledge to solve a variety of common business issues. Works on problems of moderately complex scope. Acts as an informed team member providing analysis of information and limited project direction input. Exercises independent judgment within defined practices and procedures to determine appropriate action. Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations. Providing solutions for customers’ needs when they use HP Software products.HP Server Automation. (HPSA)HP Operation Management i (OMi ) ResponsibilitiesOpportunity analysis.•Gathers and assesses customer technical needs.•Identifies related needs (lead generation, opportunity expansion).• Identifies site-specific parameters and constraints that impact the solution.•Identifies probable competition.•Solution Planning and Design.•Solicits inputs from other experts as required.•Investigates and optimizes a solution’s fit to the requirements of an opportunity.•Adapts solution design to new requirements.• Establishes the validity of a solution and its components.• Generates an implementation plan with timelines for the solution.• Creates the appropriate test plan as required.• Anticipates some of the potential challenges for the proposed project plan.• Assists peers in area of expertise as needed.

Software packaging and modification using various technologies, know on the market. MSI packaging, App-V, AppSense, Citirix, HP Client Automation, SCCM. Knowledgeable in C++, C#, VBS, PowerShell Scripting. Working under strict Client business standards, and SLAs. Microsoft Certified Engineer for SCCM technology. Certified in ITIL Foundations V3. Develop and implement integrated solutions based on standardized technology, tools and processes; provide management of a client's workplace environment by delivering a mix of automated and personalized services; bring clients tested, reliable, and repeatable service and support.

Develop and maintain an effective team of 60 people (Internet Service Provider - Call center), to ensure timely and accurate-class service is provided to all incoming requests from end users. Direct contact with Costumer (English Broadband provider) Process development in order to meet Customer requirements for internet service providing. Team management, regular day to day business activates, schedule implementation based on traffic of incoming calls for support requests. Monitoring monthly performance of the team based on reports, and managing SLA. Maintain customer satisfaction reports. Team is separated to a different levels of support.- First line. Direct contact with end user. Provide help over the phone, trough ticket system and Live Web based Chat.- Second line. Maintain and ensure network is operating perfectly.

Managing a team of 10-15 people first line tech support.Ensuring that team fits in target goals and KPIs Manage development and performance of team members on monthly basis. Adapt schedule for Sickness, Vacation and TrainingFollow-up on escalated issues from CustomersFollow-up with management in case of SLA missesInterview potential new team membersPreparing documents, presentations and manuals related with the day to day work and processes TroubleshootingCustomer care