Leonid Kagan Email & Phone Number

Raanana, Center District, Israel

• Manage a 24x7 global team (local and virtual) of technical support professionals (tier 2 and tier 3+) delivering highly technical and often complex solutions to the customers • Develop, implement and refine support-related processes to enhance efficiency and customer experience from one side and strategies to reduce call/case volume from the other• Establish KPIs (Jira based) to measure and report on team performance, analyzing data and producing comprehensive reports to facilitate clear and positive decision making and achieve high scores for customer satisfaction related to the support function• Escalation focal point from CS to R&D, QA, PM and Deployment departments by managing priority escalations, support tickets and giving the temperature based the customer status• Daily priority 1 issues management internally between departments, stakeholders and externally within key customer accounts end-to-end management until issue is been resolved• Managing weekly meetings with internal key management regarding future version releases and pool of customer’s issues in order to set correct/acceptable expectations to the customers.

Israel, Raanana

• Deep understanding of the customer needs and elaborating solutions answering that needs.• Crisis management – Frontal work with customers on escalation issues due keeping customer satisfaction from professional skills and business attitude of the support group.• Single point for escalation between Operation (deployment and support flow) and R&D departments.• Launching, organizing and leading Advanced Troubleshooting Group (tear 3+) for Customer Support in Operation department.

Israel, Raanana

• Customer support (tier 3) for any technical issues related to the product CC:SP - Microsoft technology based, multi-tenant, cloud-based contact center as a service includes ACD, IVR, predictive dialing, multimedia recording and administrative tools. Unified multi-tenant platform for cloud-based deployment (worldwide customers: US, CALA, EMEA, CIS and APAC markets). • Troubleshooting complex Voice and Video over IP, MS Windows 2000 and 2003 issue, • MS SQL, MS Exchange configuration and troubleshooting• Design and implement multiple sites architecture for simple and complex call center • Designing complex TCP/IP-based networks used for mission critical • VoIP and high availability communications in the call center field

• Preparation and presentation of the Technical Proposals to RFPs include own, OEM and 3rd party company products. • Preparation and presentation of the Technical Statement of Compliance, using wide knowledge in the VoiP and TDM technologies areas.• Answer RFP for sub-contractors areas such as Voice Mail, Billing systems, IVR and Application Servers and Networking. Cooperation followup. • Direct work with international customers and building a customer oriented solutions due saving of own company interests and completely customer satisfaction (CALA, EMEA, CIS, APAC).

• Leading of verification activities as part of S/W and H/W development, including job planning and performance followup.• Technical presentations and professional training including intensive interactions with local and international customer’s staff.• Conducting of field trials and acceptance testing processes with local (Bezeq, 013, Nat Security, IDF) and wide list of international customers.• Working with TDM legacy and IP-NGN as a part of System Integration Group. • Working with Project Engineers within Telrad Networks and external manufacturers / OEMs• Working with System Product Engineering and R&D teams within Telrad Networks.• Writing and reviewing of High Level Design, Test Strategy and Test Plane documentation

Bsc, Marketing & Management

Remote education: Tel-Aviv

Electronics & Computers

Bsc, Telecomunication

Electronics And Radiolocation