Lev Kaufman Email & Phone Number

Hollis, Nh, Us

Team | Product | Customer | Operations

New York, Ny, Us

- Hybrid Cloud infrastructure- Machine Learning based SaaS- Delivery planning and implementation - Monitoring and problems prevention- Customer satisfaction

* Projects and Programs: Scope, Planning, Execution, Risk and Problem management* Operations: Incident management, Reactive and Proactive support, Agile development management* Customer Success: Continuous Improvement, Continuous and Timely Delivery

Framingham, Massachusetts, Us

Bose new-gen Cloud Services stability, security and serviceability manager. Leading direct and cross-functional teams and programs like: Availability Improvement and Incident Responding, Release Management, Operations monitoring, KPI, SRE, Tech support.

Basking Ridge, Nj, Us

Implementation from scratch of Support and DevOps Teams, Tools and Processes (Tiered Support structure, Problem Handling, Knowledge gaining and sharing, Training, Vendor management, 24x7 coverage, SLA, KPI).Led performance improvement program to ensure seamless service support to 140 mln customers.Led cross-functional teams, partnering with Product management, Release management, Agile development, QBR (Quarterly Business Reviews) with Senior level of customer.

Basking Ridge, Nj, Us

Successfully led in a tough schedule the design, development and the implementation of Requirement Management System, SDLC, Change Control and Defect Management systems for Digital Media Services Group.Mastered in JIRA and Confluence toolset, obtaining maximum automation, keeping high customization and flexibility level to fit modern agile environment.

Brookline, Ma, Us

Designed and established from scratch, lunched and led the Customer Support / Satisfaction / Success organization.Directed all projects and product parts, related to customer experience and success systems and methods, on-boarding, services, resolving issues, new product releases offerings. Worked cross-functionally with company R&D, QA and Management teams, influencing the prioritization of requirements, features, deliverables, and resources. Worked directly with customers, represented customer’s needs on a company meetings.

Richardson, Texas, Us

Led and developed cross-functional and cross-cultural Global Proactive Support Project teams (Product support managers, analysts, Developers, Professional Services Support and Deployment teams) that established and implemented innovative proactive, processes, methods and automated tools, which significantly decreased (up to 70%) the number of problems and operation costs.

Established and led a virtual, high-level, 24/7 cross-functional Customer Support expert team that provided high level support for company products on over the 300 systems in NA and LA, and achieved up to 50% reduction in critical problem resolution time, maintaining a greater than 91% SLA using efficient coaching and training of lower levels of Support and Deployment groups.

Successfully built and led Product Availability improvement team. By doing efficient outage and critical events analysis, implementing best practices and improvement methodology, achieved the results, exceeding the CEO defined target on over 450 customers’ SMS centers worldwide.Designed, established and managed a quickly performing QA team that significantly reduced overall time (analysis, reproduction, solution assurance, and benchmarking) - from weeks to days. Led Global 24/7 Tier 4, R&D level Tech Support and Professional Services team.

Master Of Business Administration (Mba), Business, Economics, Finance, Soft Skills, Negotiations, Organizational Culture, Strategic Planning

Master Of Science - Ms, Telecommunication Systems

Associate Of Arts - Aa, Music Performance, General