Marcia Keren Email & Phone Number

Israel

Paramus, New Jersey, Us

- Lead end-to-end product development, from gathering and analyzingrequirements to defining detailed PRDs, and user stories, ensuring smoothexecution with R&D, design, and cross-functional teams.- Drive the strategic direction of the platform by deeply understanding userneeds, market trends, and emerging technologies to create and execute aproduct roadmap.- Work closely with stakeholders across the organization, including R&D andbusiness teams, to ensure the platform adapts to new business scenariosand delivers scalable solutions.- Interact with users and analyze data to continuously evolve the platform,ensuring it meets the evolving needs of the business and market demands.

Paramus, New Jersey, Us

• Led the design and implementation of the new support ticketing project in Salesforce platform• Build and improve processes within support to assure targets are achieved (SLA, CSAT, KB), mainly in line of all the existing and new products we support• Develop database that can be used for self-service support or bot integration (flow charts/decision trees)• Build and improve processes with R&D to improve collaboration and visibility to the field - focus on bug fixes • Support focal point for APJ partners calls focusing on bug fixes• Research tools that could improve support quality• Manage the internal Knowledge Base and drive creation of kb articles • Replacing the director of technical support when required• Develop and deliver digital courses for system training

San Jose, California, Us

- Supporting Database Security Server product through several platforms and different database servers such as Oracle, MSSQL, MySQL, Sybase- Analyzing and identifying defects on customer environment, holding remote connections and conference calls to promote faster solution- High customer orientation and communication skills- Sharing knowledge by writing Troubleshooting Procedures, Decision Trees & knowledge base articles

Hoboken, New Jersey, Us

- Supporting of a storage systems connected to EMC/NAS/TIVOLI third party products- Identifying and reproducing defects on system through high analytical capability- Writing and applying SQL scripts on database to solve malfunction- Working close to customers, partners and co-workers worldwide, inside and outside the company- Writing Case studies, Procedures & Best Practices and training other teams through webinars

Hoboken, New Jersey, Us

- Designing and developing the recording solution of NICE’s system- Developing server and client applications for interactions management, voice, screen recording- Development of kernel driver, hardware interface and hardware devices integration- Delphi, C, C++, C#, .Net